flooddr

Ok so im attempting to help resolve a problem my neighbors are having with their printer..... it can not print.... on the status within the "queued window" it says error printing.... I tried to update the drivers from the HP website which i do know are out of date they have a 2001 version installed and the most current is an 04 version. When i try to download the more up-to-date driver it haults me and a error message says that it did not pass the windows logo licensing agreement.... Also when when i click on the little "pending document tab" in the right hand corner and try to open the troubleshooter within that window nothing opens a hour glass just shows up any help would be appreciated in this matter thank you for taking the time out and reading this...Bless