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Can't print from PC, only by sending emails

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HP OfficeJet 7610 Wide Format e-All-in-One series
Microsoft Windows 10 (64-bit)

This was never an issue with my old Windows 8.1 laptop.

Every time I go to print something from my PC, I have to go to my printer, make it forget my network and then input all the network details again for my PC to recognise it.

When I go to print, the Print dialogue indicates that the printer is 'Off Line', however the ironically named 'HP Smart' program will show a large green tick for my printer along with ink levels. If I then try to print the document using this program, it still fails to print, claiming that it's offline. This is absurd.

The IP address is showing correctly on both the printer and my PC.


I don't need to print things every day, so how can I set this machine up so that I don't spend 2 hours troubleshooting EVERY time I want to print off a document? 

PS: No matter which drivers I install, it refuses to offer me A3 as a printing option. 

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Hi @Weaselux,


Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with the printer going offline. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting.

To assist you with accurate information I would require more information regarding this:

  • Did this happen after a power outage or surge?

For now, try these steps:

Follow all the prescribed steps from this link: to resolve printer offline issues. (HP Printers - Printer is Offline (Windows)

  • Step 1: Use HP Print and Scan Doctor to check connectivity
  • Step 2: Set the default printer and unpause printing
  • Step 3: Reset the printer and check the connection status
  • Step 4: Make sure the correct port is selected
  • Step 5: Update the printer firmware
  • Step 6: Create a manual connection (network connections only)
  • Step 7: Add a second printer device to Windows (network connections only)
  • Step 8: Add the printer using HP Printer Assistant
  • Step 9: Other things to try
  • These steps especially  1,2,3,4,5,6,and disabling IP V6 address under step 9 are very critical and this should do the trick for you.

I checked the product specs of the printer from this link:

  • It supports A3 size.
  • Don’t use HP Smart app for A3 printing.
  • It is a very simple app for printing and does not have all the features as the full feature software of the printer.
  • Please use the printer drivers to print. If you print from Word, Excel or other such apps then A3 printing will work.

If the problem continues, perform a root level uninstallation and reinstallation of the printer by following these steps:

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers.
  • Restart the PC again.


Then download the latest full feature driver from and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix it for you.

After installing the HP printer assign a static IP address to the printer by following instructions from step 6 of the printer offline document.

Also, uninstall and reinstall HP Smart app and check again. Don’t use HP smart app for big files and A3 and large paper sizes as the Smart App is a very simple app and does not have all the features of the regular printer drivers.

Please perform all these steps patiently as it is critical to resolving the issue. It will definitely fix the issue for you.


Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂


I am an HP Employee

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