Posts: 1
Member Since: ‎04-28-2014
Message 1 of 2 (141 Views)

HP ENVY TouchSmart & HP ENVY 4500 e-All-in-one-Printer

[ Edited ]

My HP ENVY 4500 e-All-in-one-Printer has been installed & uninstalled twice.  It is presently uninstalled.  When you first install & print test is prints from my HP ENVY TouchSmart w/Windows 8.1.  After the initial installation is tells me its offline.  I have this same printer installed on an older laptop running Windows 7 & it prints perfectly every time.  I run a test result paper on my printer and it tells me there are NO PROBLEMS found.  So, it has to be my laptop.


I have looked at every help page I can and have tried everything it says will fix it included the HP Doctor and nothing works.


I ask our tech guy at work and he is also puzzled.  I am no where near a tech so I would really appreciate your assistance.


Thank You!392477_10151795569250268_290855184_n.jpg

HP Support Agent
Posts: 6,720
Member Since: ‎09-02-2013
Message 2 of 2 (94 Views)

Re: HP ENVY TouchSmart & HP ENVY 4500 e-All-in-one-Printer

Hi NittanyLions1,


I would like to help you with this conundrum. From your description, it sounds like the software is installing properly but tells you the printer is offline. This sounds to me like a communication issue. You mentioned that you have another Envy 4500 and it works fine with an older laptop running Windows 7. What operating system is on the computer you are trying to use this printer with, and are both of these printers on the same network or is the other one with the Windows 7 in a different location?


While I wait to hear back from you, please complete the solutions offered in the following document; 'Printer is offline' Message Displays on the Computer and the Printer Will Not Print.


I hope this helps.


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