Printer will print diagnostic reports but not documents

[jumper47]

My computer and the printer are connected.  The printer will print diagnostic reports from HP Smart on my computer, but it will not print any other type of document from the computer.  When I attempt to print a word file it says "offline."  I have reset the router and reconnected the computer and the printer all with no effect.  

[Dragon-Fur]

@jumper47 

Welcome to the HP Community --

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@jumper47 wrote:

My computer and the printer are connected.  The printer will print diagnostic reports from HP Smart on my computer, but it will not print any other type of document from the computer.  When I attempt to print a word file it says "offline."  I have reset the router and reconnected the computer and the printer all with no effect.  

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I think "offline" is one of the most irritating errors -- there are so many factors, too many places to recheck, and the solution (of course) is the last thing you check.  It's worse if the "last thing checked" is also the last thing in the long list of possible causes.

That said,  if you've already completed at least some of the solutions, the list does grow shorter.

The HP troubleshooting document on the subject is fairly comprehensive and appears to be up-to-date.  For example, it mentions solutions using the HP App and not just the legacy HP Smart application.

The link to the troubleshooting document is including later in the message in section "Offline Condition".

-- A few Checkpoints --

• The printer will always do better using an assigned / static IP address.
• The printer supports either 2.4GHz or 5GHz -- if the printer balks on 5GHz, try switching it over to the SSID named network for 2.4GHz.  A bit slower is always better than faster but flaky.
• If / After you change or update the printer's network connection type / settings, consider Restarting the computer.

Connectivity (facet)	Apple AirPrint™; Google Cloud Print™; Mopria™; Wireless (Wi-Fi®)
Connectivity, Std	1 USB 2.0 client; Wi-Fi 2.4/5Hhz; 1 Wi-Fi 802.11a/b/g/n/ac, dual band

Reference

 User Guide - HP ENVY Inspire 7200e series - HP ENVY Inspire 7900e series

==============================

Printer - EWS Setup – IPv4

EWS > HP Document / How-to (Basic format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Classic EWS – Ink-Jet printers

Ethernet

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

      Note → If the browser security will not let you open EWS, try a different browser.

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

      Note → If the browser security will not let you open EWS, try a different browser.

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Section Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Notes

• If your browser security will not allow you to open EWS, try a different browser.
• It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.
• If you assign a manual / static address on the printer, update your router to reflect the assigned IP address.
• EWS sections might be locked and require the printer’s PIN number to access.  Find the printer’s default PIN inside the ink cartridge ink cartridge / area, or perhaps on the bottom or back of the printer.  Check your printer’s User Guide first chapter for details – search the document for “ PIN “.

 

Next,

-- Windows --

The printer will be happier if you and not Windows control the Default Printer setting.

Next,

=================================

 -- Windows -- Printer Properties

The printer driver assignment should be properly selected in Printer Properties.

If the Driver is pointing to an unusable IPP / Microsoft driver, the printer might be perceived as missing key features or even unavailable.

Windows 10

Control Panel > icon view > Devices and Printers

Right-Click on Printer > Printer Properties > Tab Advanced

Windows 11

Settings > Bluetooth & devices > Printers & scanners > Select Printer

Printer Properties > Tab Advanced

• Driver:  Select the HP driver as opposed to the Microsoft / IPP class driver
• Reprint later:  Select Keep all documents
• All Jobs Default:  Printing Defaults

-- Example - Printer Properties -- Driver / Printing Defaults --

① → Driver 

② → Optional - Printing Defaults

=========================

Offline Condition

Although the printer appears to be switched on, it does not communicate with other devices on your network.

What you do to correct the issue depends on the underlying cause.

 Microsoft - Troubleshooting offline printer problems in Windows

Consider >> Restart All

Restart Everything, including the router that controls your network

Next,

If your printer is assigned a manual / static IP address it is better able to find its way back onto the network.

Next,

Offline - Known solutions, presented in the order to be completed / considered

  HP printer is offline or not responding - Windows / Mac  

Section “Advanced Troubleshooting” > Solutions specific to Windows / MacOS / HP App (Printer Unavailable)

===================================

Message Content References

-- Take advantage of the extensive HP Video collection --

                                            ↓↓↓↓↓↓↓

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

  HP ENVY Inspire 7255e All-in-One Printer  

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