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Dibsy
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Printer constantly going Offline

HP Envy 7640
Microsoft Windows 10 (32-bit)

I have a constant problem and battle with my printer constantly go offline, and then getting it back onliine.  I would like to completely eradicate this option! 

 

So I just read a possible solution by adding a new port, and watched the video.  Will this type of new port operate wireless?  

 

Will I need to, at some point, go back to the original port setting?

 

Will this fix the problem so that the printer will not ever divert to Offline printing?

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HP Support Agent
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Printer constantly going Offline

@Dibsy

 

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

 

I understand that the printer is going offline every now and then, need not worry I'll be glad to assist you.

 

To provide you with an accurate solution, I'll need a few more details:

How far is the printer from the router?

Is there a cordless phone or micro oven near the router?

Have you tried any troubleshooting steps on your own?

 

However, I suggest you do a Hard Reset

 

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

 

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

 

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 - http://hp.care/2cqpl6p 

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.

 

Then, Add a TCP/IP port using the IP address 

 

Go to device and printers,

Right-click on the printer and select printer properties.

Select ports, click on Add port 

Select Standard TCP/IP port

Click on the new port and using the IP address create a port.

 

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:)

Raj1788
I am an HP Employee 

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Dibsy
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Thank you for your response.  The router is in the room next to ours, and not too far (I think) away.  The microwave oven is a good bit further away, in the kitchen.  We all have cell phones - my cell phone and my husband's is in the same room as is the printer whenever we are in the room.  I have done all that you suggest re:  unplugging and re-plugging in the printer, printing out the info page and a diagnostic sheet, and shutting down and restarting my laptop as well as the printer.  I have to go through all that whenever the printer is offline and then go to printer settings and finangle my way through the printer settings, etc.  It usually takes me a hour or more to get it back online.

 

 However, the home is not ours.  We live with our son and I am hesitant to do anything with regard to the router since it is not ours.

 

A good bit of your suggested instructions, dealing with IP addresses, etc., is as a foreign languarge to me - I do not understand much of it.  I am quite hesitant to attempt this.  I guess my question is this:  would it keep my printer from going off line?  Would the printing mode stay online?  I would not want to have to do this every time if it keeps going offline.

 

I think, but do not know for sure, that this happens whenever the internet goes down.  But why  and how should the printer automatically set itself to "Use printer offline".  I have not and do not want ever to use that option, if I can possibly avoid it.   It is a huge pain for me to undo and get the printer back online.

HP Support Agent
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Printer constantly going Offline

@Dibsy

Thanks for the reply,

 

I suggest click on this link and update the firmware update. let me know how it goes!

 

Have a great day:)

Raj1788
I am an HP Employee 

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Dibsy
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I am so sorry, Raj1788; but:  what link?  I did not see a link included in your last response.  Please excuse me if it was included and I did not see or realize it.  Would you send the link again?  Thank you.

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Printer constantly going Offline

@Dibsy

Thanks for the reply,

 

https://support.hp.com/us-en/product/hp-envy-7640-e-all-in-one-printer-series/6617267/document/c0291...

 

You can use the above link to update the Firmware.

 

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:)

Raj1788
I am an HP Employee 

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Dibsy
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Printer constantly going Offline

OK.  I clicked on the link and followed all the instructions through the download.  When I opened the download, I followed prompts.  I was not allowed to followed through.  A click in the box was not accepted.  I went into settings, devices and then printers.  Everything checked out OK, and the printer is up to date.

 

Right now my printer is fine and is not "offline".   

 

I will probablly contact you again when it goes offline.  

 

Thanks again for your quick response and suggestions.  I am grateful.   

 

Oh, Perhaps you should know:  the laptop was purchased last October.  I was not able to set up the printer initially for a wireless connection, and contacted the GEEK squad.  The process was unsuccessful Ohwith her  talking me through instructions.  I finally was asked to connect to the printer via a USB connection.  Then through REMOTE control of my laptop, it took the agent over an hour to get a wireless connection working.   Perhaps there is something in this that may explain the constant going OFFLINE....but it is beyond me.

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HP Support Agent
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@Dibsy

Thanks for the reply,

 

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.

 

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

Please feel free to get back to us for any other technical queries.

 

Take care now and do have a fabulous week ahead.

 :)Cheers:)

Raj1788
I am an HP Employee 

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canuck63
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I have an Officejet Pro 6978 that is giving me the same problems and have tried updating the firmware with no success

nomarg3
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s is the stupidest thing I have heard in my life. could you make it more difficult? I am considering going full office space on this printer and recording it and posting the video back here. That is how frustrated i am with this dumb printer.

 

Thank you

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