cancel
Showing results for 
Search instead for 
Did you mean: 
mel613
New member
2 1 0 1
Message 1 of 4
210
Flag Post

Solved!

Printer "offline" in app, but it isn't offline

HP Recommended
Android 8.0 Oreo and older

Printer is showing that it is online.  It connects to my PC and prints from it.  I have run all of the diagnostic stuff.  

When I try to use the HP app to scan using the printer, it says the printer is offline.  I don't know what else to do. 

3 REPLIES 3
asmita6658
HP Support Agent
HP Support Agent
14,452 14,454 1,431 1,707
Message 2 of 4
Flag Post
HP Recommended

Hi @mel613

 

Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue. 

 

To better assist you - May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

 

While you respond to that, please try rebooting the devices - 

 

1) Turn off the Router, Printer, and the computer/ mobile devices.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Turn on the printer and allow it to configure itself.

5) Turn on the computer/ mobile devices.

 

Try updating the app - 

  1. Open the Google Play Store app Google Play.
  2. Tap Menu Menu and then Settings.
  3. Tap Auto-update apps.
  4. Select an option:
    • Over any network to update apps using either Wi-Fi or mobile data.
    • Over Wi-Fi only to update apps only when connected to Wi-Fi.

 

Also, try updating the Android using these steps - Update your Android version

 

If the issue still persists, try re-installing the HP Smart app. 

 

Hope this helps! Keep me posted. 

 

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!

 

Have a great day! 

Asmita
I am an HP Employee

mel613
Author
New member
2 1 0 1
Message 3 of 4
Flag Post
HP Recommended

Shutting everything down and rebooting solved it.  Thank you!

asmita6658
HP Support Agent
HP Support Agent
14,452 14,454 1,431 1,707
Message 4 of 4
Flag Post
HP Recommended

Hi @mel613

 

That's great! Happy to hear that. If you need further assistance feel free to reach out to us.

 

Have a great day ahead!

Asmita
I am an HP Employee

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation