printer offline

[mustangBE1]

when I go to HP SMART my printer is always offline, when I click on scan I get the message "scanning is currently not available. select start to check if the printer is connected".
if I then press start and back on scanning it will work.
if I receive a fax it will not be forwarded to the PC either.
Printing works perfectly from any program on the PC
the printer is connected to the modem via a network cable and has an IP address.
I have already run HP print and scan doctor but without success.
the latest drivers are also installed.

[Raj1788]

@mustangBE1

Welcome to the HP Support Community

Make sure the printer is connected to the same network.

Let's try the steps below to try and fix the issue:

Uninstall the app from your Windows 10 device through the All Apps list.

1. In Windows, search for and open Apps & features.
2. Click HP Smart in the list of apps, and then click Uninstall.

Click on this link: https://support.hp.com/in-en/document/c04675142 

For Android,

1. First off, uninstall the HP Smart App from the Android device.
2. Now, go to Settings - About Phone - System Updates - Make sure all the updates are updates.
3. Restart the Android device.
4. Now, go to the Play Store and then reinstall the HP Smart App.
5. Again, go to Settings - Apps - Select HP Smart App.
6. Select Permissions - Make sure all the Permissions are turned on for the HP Smart App.
7. Add the printer and try to print.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[mustangBE1]

ks for the replay but the HP SMART APP is on my computer (Win 10) not on android.

[Raj1788]

@mustangBE1

Uninstall the app from your Windows 10 device through the All Apps list.

1. In Windows, search for and open Apps & features.
2. Click HP Smart in the list of apps, and then click Uninstall.

Click on this link: https://support.hp.com/in-en/document/c04675142 for Using the HP Smart App

Keep me posted, how it goes!

Cheers:)

[mustangBE1]

I have removed the app and installed it again but the printer remains offline

[Raj1788 · Accepted solution]

@mustangBE1

Make sure the printer is connected to the network.

HP smart app only work with a wireless connection

Assign Manual IP to the printer:

1) Print a Network configuration page from the printer's control panel. 

2) Look for IP address from the Network configuration page. 

3) Open web browser - Chrome or IE or any other browser that you are using. 

4) Type the IP address mentioned on Network configuration page into the browser's address bar or URL bar and press enter button. 

5) Go to the Network tab. 

6) Click on Networking from the left pane. 

7) Then click on Network Address (IP). 

😎 Click on Manual IP Address and go to suggest a Manual IP. 

9) Scroll down the screen and select Manual DNS server. 

10) Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 

11) Click on Apply. 

Refer to the video link for step by step instructions - https://www.youtube.com/watch?v=SCnYyq80V9g 

Note: The video is for win 8 but steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page.

Try to print.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[mustangBE1]

after a second try it worked.

thanks for the good support.

[mustangBE1]

after a second try it worked.

thanks for the good support.

[Raj1788]

@mustangBE1

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

Take care now and do have a great week ahead.

:)Cheers:)

[mustangBE1]

It apparently has not yet been resolved.
when I install the HP SMART app everything works perfectly but when I restart the computer the printer is back offline.
I have read in your post that the app only works via Wi-Fi but my printer is connected to my modem by cable and that has always worked.
When scanning, he no longer detects whether to use the document glass or document feeder.
If I put a sheet in the document feeder I get a confirmation beep but in the HP SMART app it stays on the glass plate.