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Gunner66
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Message 1 of 12
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My Deskjet Plus 4155 Printer goes offline

HP Recommended
Deskjet Plus 4155
Microsoft Windows 10 (64-bit)

My printer is constantly going offline.  I tried the firmware update through HP Smart but the Advanced Settings option is not an available choice.  Why is this happening and what can I do to keep it from happening again?  I would appreciate any help I can get. 

11 REPLIES 11
Jay_G24
HP Support Agent
HP Support Agent
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Message 2 of 12
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 Hi @Gunner66,

 

I'd be happy to assist you with the  "print offline" issue. 

 

 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

  1. Download HP Print and Scan Doctor.
  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
    • If your printer is not in the list, turn it off and on and then click Retry.
    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
  4. If a screen prompts you to turn on printer updates, click Yes.
  5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

 

To set a manual IP and try the steps below -

 

--->Print a network configuration page, press the Wireless button((i))and the Information button(i) at the same time.

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP that you find on the report.

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 

 Connect the printer to TCP/IP port- follow the below instructions-

 

 --->Print a network configuration page, press the Wireless button((i)) and the Information button(i) at the same time.

Takedown the IP from the page 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping 

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BMo25
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Message 3 of 12
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My printer is CONSTANTLY disconnecting as well. When I go to use it again, it says it's offline. I go through ALL the steps again as if I were connecting it for the first time only for it not to work at all. 

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sandytechy20
HP Support Agent
HP Support Agent
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Message 4 of 12
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@BMo25

 

Welcome to the HP support community.

 

Which operating system is installed on the computer to which this printer is connected?

 

Meanwhile: follow these steps if you are using Windows 10 computer:

 

Use HP Print and Scan Doctor to check connectivity

Download HP Print and Scan Doctor.

  1. Run HPPSdr.exe from the download location on your computer.

  2. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

    • If your printer is not in the list, turn it off and on, and then click Retry.

    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

  3. If a screen prompts you to turn on printer updates, click Yes.

  4. If a screen prompts you to make your printer the default printer, click Yes.

  5. Try to print.

Assign a manual IP address and that should fix the issue.

A Network Configuration Page lists important network settings such as network status and the printer IP address.

  1. On the printer's control panel, press the Wireless button  and the Information button  at the same time.

Setting a Static IP Address

Once you know your printer’s IP address from the page you printed, entering it is pretty easy. Here’s what you do:

HP Printer Static IP Address

  1. Run your Web browser.
  2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
  3. Click the Networking tab.
  4. Under Connections, click Wireless.
  5. Under IP Address Configuration, click Manual IP.
  6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
  7. Click Apply.

You can refer this HP document for more assistance:- Click here

 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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BMo25
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Message 5 of 12
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@Sandytechy20 

I have a Macbook iOS 10.13.6

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TEJ1602
HP Support Agent
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Message 6 of 12
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@BMo25,

 

Thanks for letting us know-

 

To be able to assist you better, I would like to know the following:

  • Are the printer and PC connected to the same network?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

 

Keep me posted for further assistance.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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imjustcolleen
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Message 7 of 12
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This is LITERALLY the worst printer I have ever owned. EVER. The customer service is just as terrible. Try this?? I shouldn't have to do this EVERY SINGLE TIME I NEED TO PRINT SOMETHING. I made a whole profile just to tell you that your service is terrible, the printer is junk and I have serious regret. 

 

I want a refund on this TRASH you sold. 

I absolutely should not have to know HOW TO FIND MY MAC ADDRESS to use a printer. I shouldn't have to do a google search and find that there are other people experiencing the same exact issue, and nothing is being done about it. 

TEJ1602
HP Support Agent
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Message 8 of 12
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@imjustcolleen, Welcome to HP Support Community!

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

TEJ1602
I am an HP Employee

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BMo25
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Message 9 of 12
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It would take forever to connect my printer only for it to disconnect itself completely after one print job. 

THEN! My friend who's a computer/printer wiz updated my Firmware. 

 

My friend said to tell everyone here, "Update your Firmware". I have no idea what this means, and if you don't either, grab a friend who's good with computers/printers and have them do exactly this for you. Now my computer and printer stay connected and all is well!

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BMo25
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Message 10 of 12
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It would take forever to connect my printer only for it to disconnect itself completely after one print job. 

THEN! My friend who's a computer/printer wiz updated my Firmware. 

 

My friend said to tell everyone here, "Update your Firmware". I have no idea what this means, and if you don't either, grab a friend who's good with computers/printers and have them do exactly this for you. Now my computer and printer stay connected and all is well!

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