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Terrible support

HP Recommended
Microsoft Windows 10 (32-bit)

On Sunday (15th of November) I messaged the WhatsApp support team and got ignored with no response, today (16th of November), and got ignored again. I finally got talking to a support agent over the phone for 1 hour where the support was very poor and my main question was being ignored. I'm not very competent with technology and I am very aware of this but I had told the agent 3 times I needed to find the mac address to connect my printer to the wifi and he ignored it every time and made me something else. Finally after asking me to do something and I asked how it was I do this I was just straight up hung up on with my question not answered and even more confused. I now can't properly connect my printer to my laptop as it just keeps saying it's offline. I am extremely annoyed about this as I am a first-year uni student with a lot of work to get through and exams soon and this time could have been spent studying instead of spending almost 2 hours trying to fix something which never got fixed. If anyone could direct me to somebody with who I could bring this issue up with I would greatly appreciate it.

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Message 2 of 2
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HP Recommended



I spent a couple of minutes searching for information on the "whats up" app.

Honestly, I might have missed it - I cannot find anything that suggests this is an authorized HP Support partner.

So - terrible it might be.  ??


What else?


The problem with the unknown Deskjet model  might be the connection type.


Be Aware

I can provide "general" information.

We know you are unhappy -

We do not know which of the many Deskjet printers you have.

We do not have any details on what is actually going on with the printer.

We do not know how you are trying to connect the printer - for example, Wi-Fi Direct or standard Wireless?





Consider / Try THIS version of the doctor:


Offline Doctor V5.0.6




  • Download and Save the doctor to your computer
  • Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
  • Execute the doctor – Answer any prompts /  let the process complete
  • Restart the computer, log in, and wait for the final steps in the Doctor to finish.
  • Check for any difference.



Original Notes – Contributed by ShlomiL


Connection Issues

  • Print and Scan Doctor Version 5.0.6 creates a secondary queue for printing with TCP/IP port.


After the Offline Doctor completes…

Verify / Adjust the “Default” printing device (Default Printer)


Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default



Open Control Panel > icon view > Devices and Printers > Right-Click on printer > Set printer as Default


NOTES – Selecting Default Printer 

  1. Do not select the printer marked as “Scan Only / DO NOT DELETE”
  2. Do not select the printer marked as “Fax”


Example Default Printer:  Set “Default” Printer = HP OfficeJet Pro 9020 series PCL-3 (Net)

ReferenceHP Printers - Printer is Offline (Windows) > Step 2: Manually set the default printer




What else?


Installation - Optional / Extras


Method – Add printer using TCP/IP


Please try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)


Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu:  TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next


Continue and answer prompts




Method - Create TCP IP port


** Install – Optional - Port Issues - Create a TCP/IP port **

TCP/IP can resolve odd connection, scanning, and installation problems.


Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues


How-to “Create TCP Port” Contributed by  greenturtle:

  1. 1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
    2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
    3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
    4. Type in the proper IP address for the printer.

    This video resource will show you how to do it:
    Create & Use TCP IP port

    Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)


What else?


Consider assigning the printer its own IP address.


Check with the Wireless Center - there is a wealth of information available.


For example,

 Wireless printing center


 Wireless printing center – Replacing your Wireless Router


Printing Center > Common Questions > Connection Issues

Section: Improve Wireless communication by setting a manual (static) IP address


Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your HP device


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