My printer shows connected to wifi but the HP smart app on my laptop shows it offline

[prichard38]

This has happened frequently but I discovered in the past that if I ran the 'troubleshooter' from my laptop it returned a no fault found message but successfully reconnected the printer. Now I cant find the link to run the troubleshooter. Running the main diagnose and fix simply tells me the printer is offline - which it isn't!

Very tempted to take the printer down the dump and go and but a new (non HP) replacement

[Kuroi_Kenshi]

Hi @prichard38,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding connection issues with the HP OfficeJet Pro 6960 printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Run Windows Printer Troubleshooter:

• While you mentioned difficulty locating the troubleshooter, here’s how to find it:
• Go to Settings > Update & Security > Troubleshoot.
• Click on Additional troubleshooters.
• Select Printer and click Run the troubleshooter.

Check Printer Status:

• Ensure that the printer is set as the default printer. Go to Control Panel > Devices and Printers, right-click your printer, and select Set as default printer.
• Verify that the printer is not set to offline mode. Right-click the printer and uncheck Use Printer Offline if it is checked.

Restart Printer and Computer:

• Power off the printer and computer, wait a few seconds, and then restart both devices. This can reset connections and resolve temporary malfunctions.

Reinstall Printer Drivers:

• Sometimes drivers may need reinstalling even if up-to-date. Use the HP Support website to download the latest drivers and reinstall them.
• Alternatively, uninstall the printer from your device list and reinstall it.

Network Connection Check:

• Ensure that your printer is connected to the same network as your computer. Verify Wi-Fi connectivity if using a wireless connection.
• You might want to print a network setup page from the printer control panel to ensure it's on the correct network.

HP Smart App:

• Install and use the HP Smart app for Windows 10, which can sometimes better manage and diagnose printer settings and connectivity issues.

Firewall and Security Settings:

• Check that your firewall or antivirus is not blocking the printer connection. You may need to adjust settings to allow the printer through the firewall.

I hope this helps.

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Best regards,