HP Connect vs Eprint can't delete print job causing log jam

I have used eprint for years and recently been transfered to HP Connected.
In Eprint if a job failed to print following jobs would not print until the problem job was deleted.
In HP Connected I can tick the box for the job causing the problem but the delete (and other options) at the top remain unshaded so it does not allow that job to be deleted. This means I cannot clear the log jam.
Do I need to resort to making a new email for the printer and starting again ?
Any help much appreciated, I tried HP customer help but haven't had any luck so far.
Joel

Hi Joel. To enable full use of the Collections tab, you should have received an email to 'confirm your email'. Have you received this email from HP Connected and clicked the big orange button?
The other factor, is that the jobs in the queue that are 'stuck' will most likely have to fail before they can be deleted. You will not have to get a new email, but you will have to figure out why they are stuck.
The hpconnected site will show you your printer status on the devices tab. Does it say you are online and ready?
You can turn off your printer (unplug it). Pull the plug on your router for 10 seconds or so and then plug it back in. When the router returns to life, power on the printer. When the printer comes back online you need to print an 'info page' or web services report. This can fix this sort of behavior. The process can vary from printer to printer (depending if it has an Eprint button, or Web Services Icon on the front of the printer). What is the model number of printer?
Here is a document helping you find your model number: http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=bud09626
TwoPointOh
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