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04-18-2012 06:12 AM
I have a PhotoSmart 5510 and a Toshiba i7 Quad 4 laptop running Windows7 with a Trendnet wireless router.
My PhotoSmart 5510 goes offline when the printout is generated. All systems are go: online in wireless mode, wireless connected, not working offline, set as default printer, green checkmark, etc. Sometimes it will do one printout and go offline and sometimes it will go offline the first time and won't print.
If I run the diagnostic utility I can usually get it back online. But the diagnostic utility says it is offline and the problem is "unresolved".
It also has a problem with the USB. If I set it up as a USB printer the whole operating system will crash and the laptop will not reboot unless the USB is disconnected or the printer is powered off. This does not happen with my Lexmark printer on the same laptop.
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04-18-2012 03:23 PM
This update helps with a different issue, AND it's in the same area that can cause offline (auto-off).
Firmware update to prevent printer from becoming unresponsive in auto-off mode
If I have helped you solve your issue please mark it as solved .....
(I am an HP employee)
04-18-2012 09:16 PM
It was not the firmware. I tried the suggested "update" and my printer has gone from horrifically unreliable to impossible. Now I cannot even get it to print by running the HP "diagnostic" utility first. It won't print at all. This is the worst it has been since I have owned it. I have been struggling for 2 hours tonight and can not make it run no matter what I do. It says connected, the status is good, and it still dumps offline on the print command.
The best solution I think is to just head for the dumpster with it followed by a different vendor. Like my always working trouble free Lexmark. I have wasted nearly 30 hours now on this piece of crap. I need a reliable printer to earn my living as a contract Engineer and Tech Writer. HP loses on this one. Sorry.
04-19-2012 01:49 PM
I got the wireless mode running for the time being again but it still has the issue with the USB mode crashing my Toshiba laptop.
I found out my IP address for my wireless router had changed. The printer automatically detects these changes and connects to the router but the laptop does not connect to the printer. I had to uninstall and reinstall the software, reset my modem, connect the printer to the router, get the new IP address, and input the new IP address into the software.
Why can't the software update to a new IP address if the printer can? It should go by network name. I am afraid my IP address is going to possibly change every time I reset my wireless router. And that happens every week or so when the router crashes. I don't want keep reconfiguring my printer when this happens.
And it still does not explain why it will go offline from one printout to the next. I did all the suggested stuff with my Norton Firewall too.
04-19-2012 03:05 PM
This article should help to maintain wireless connection (it includes things like setting a static IP address for your printer to prevent hangups between you operating system/router/printer):
Give the steps outlined a try and let us know if it helps.
Best of Luck!
04-19-2012 03:58 PM
I have tried some of the things on the list and they did help. This article is better than anything I have found so far though.
The part that scares me is the time between printing part. I sometimes go a week or two without printing. And then when I do need to print it is usually quite important and quite urgent. I will try the static IP address routine to see if that helps. But I can not say the problem has been killed dead yet.
Thanks for helping,
07-02-2012 01:11 PM
This issue is NOT solved. I tried everything on the list including turning off my firewall and inputting the IP address manually. The printer is still an unreliable POS. It is the worst POS I have ever owned in terms of consumer electronics.
One day it works, and the next minute it quits for no reason. It is currenlty down and will not restart after several hours of hacking. I have tried everything except a reinstall of the software. But I should NOT have to reinstall my software every time I want to print after a laspe of a few weeks. It has been about 6 weeks since my last print/scan.
07-03-2012 09:43 AM
Hmm, to check for any software problems or driver corruption lets try downloading and running the print and scan doctor located here:
It can fix a lot on its own and if not give a better idea of what is going on.
Best of Luck!
07-03-2012 11:47 AM - edited 07-03-2012 11:50 AM
This issue is still unresolved.
The so called HP Dr software install does less than the HPDU utility. It gives me no info other then the IP addressing and network name and the the fact that it did find my printer and my wireless network and it is connected. Then it says to use the printer I need to install the software but the software is already installed. At best this is a misleading utility of little use to me.
My printer will not print and then will start and then stop for no logical reason that is listed in any of the HP help guidance. I have nearly 40 hours of time invested or should I say wasted on this POS. And, I am an advanced user with a BS and 1/2 a MS in computer science from RPI. I am done with HP. This is the final straw!!!