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Beach12
Level 3
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Message 1 of 8
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Wireless printer stopped working despite being online

HP Recommended
Office Jet 6812
Chrome OS

Printer has dropped from a choice to print a document a few times in the last months.  Previously, I was able to remove it from the cloud and add it back again, either automatically thru the network or manually.

However, this time, I cannot add it manually.  There is no "option under Advanced for PRINTERS" so I could ADD.  I only see Cloud print and it does not display my printer there.

My warranty just expired of course a few months ago.  Up until then it was trouble free.

I see on HP support there is a executable file to check for printer issues but it is NOT compatible with Chrome.

Please help me resolve this.   

7 REPLIES 7
Beach12
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Message 2 of 8
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I find "Proxy setting" to be "No Proxy" and I attempted to go to the ip address and correct it but typing the ip did not give me access to do the following:

3. Go to the Network Tab > Proxy Settings and enter the proxy settings into the fields and click Apply button.  You may have to check with your ISP or IT Administrator for the correct Proxy Setting.

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Beach12
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Message 3 of 8
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Disregard my asking about the proxy because I have a print out from when printer was working and the proxy was never set up.  So, this is not the issue.

 

Please assist.

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sandytechy20
HP Support Agent
HP Support Agent
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Message 4 of 8
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@Beach12

 

Welcome to HP support community.

 

If you have tried all the steps mentioned in this HP document:- Click here

And still having issue, this might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

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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Beach12
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Message 5 of 8
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I have gone thru all the steps.  What I have learned is the printer was low on ink although it did not say to replace it.  So, the printer will print now but only from 1 of 2 Chromebooks (both on same network).  I want to manually "add" printer to mine but I cannot and I see no explanation for this anywhere online!  So frustrating.

When I try the following (zillion times) as of late:

Add a printer manually
  1. At the bottom right, select the time.
  2. Select Settings .
  3. At the bottom, select Advanced.
  4. Under "Printing," select Printers. (I do NOT have "Printers".....I only see "Printing" and "Google Cloud" so I CANNOT proceed)
  5. Next to "Add printer," select Add printer .
  6. Enter your printer information: Name: Enter any name. Address: Enter your printer's IP address. ...
  7. Select Add.

Since you work for HP and the Chromebook is HP, hoping you can get knowledge to help me with this or direct me to how the option is missing from my settings to begin with????

Appreciate your help.

 

 

 

I

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Betty0610
HP Support Agent
HP Support Agent
16,247 16,229 873 709
Message 6 of 8
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Let's try to do a root uninstall and reinstall of the software:

 

Unplug any USB cable, if any, before doing this.

 

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s")

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

 

Once done, please download and install the software from here: 

https://support.hp.com/in-en/drivers

 

Let me know if this helps.

 

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!

 

Thanks!

 

Have a great day! 

 


I am an HP Employee

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Beach12
Author
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Message 7 of 8
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I do not have Windows.  This is a Chromebook.  So, I do not know how these instructions apply to my software?

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Betty0610
HP Support Agent
HP Support Agent
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Message 8 of 8
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I apologize. Request you to contact the HP Support Team as they can remotely access your Computer to help you further with this.

 

Link: www.hp.com/contacthp/

 

Note:  Select the country accordingly to get the contact details for support.

 

Thanks!

Have a great day!


I am an HP Employee

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