Hello Luizap.
I understand your concerns. What is your operating system on your computer? Windows or Mac.
How is this printer connected? Wireless or USB?
If you have tried two different programs and you are experiencing the same problem, then please follow these troubleshooting steps:
Try restarting the Print Spooler on your computer. I will provide a YouTube Video on performing this step here. (For a Windows computer.)
If this step doesn't resolve your issue, then try uninstall/reinstalling your software on your computer. I will provide a HP document on Uninstalling Software from the Control Panel on your computer. Next, installed the full feature software from either the CD or the HP website here. Please choose your correct operating system.
Please inform me your troubleshooting steps.