Join the HP Community Solve‑a‑thon | Help Others & Share Your Solutions |
Live on Zoom | 2:30 PM to 2:30 AM IST | Every Wednesday
Click here to know more
The printer works correctly when printing from a mobile device but does not print from a laptop.
The printer initially worked from both the mobile device and laptop, but laptop printing stopped working even though there were no known changes or updates. Restarting the printer, laptop, and Wi-Fi router did not resolve the issue.
The issue may appear as follows:
Printing works normally from a mobile device.
Printing does not work from the laptop.
The printer previously worked from the laptop.
The printer and laptop may appear to be connected to the network.
Restarting the printer, laptop, and Wi-Fi does not resolve the problem.
The print job may become stuck in the queue or disappear without printing.
An error message may appear when printing from the laptop.
Troubleshooting Steps
1: Check Whether the Printer Works from Another Device
Before changing the laptop configuration:
Print a document or photo from a mobile device.
Confirm that the printer receives and completes the print job.
If mobile printing works, continue with the laptop troubleshooting steps.
If the printer successfully prints from the mobile device, this helps indicate that the printer and network are operational.
2: Check the Laptop for an Error
When attempting to print from the laptop, note what happens:
Does an error message appear?
Does the print job remain in the print queue?
Does the print job disappear immediately?
Does Windows show the printer as offline?
Does the printer appear as available but fail to print?
Record the exact error message if one appears. This information can help determine whether the problem is related to the printer driver or Windows print system.
3: Open the HP App
Use the HP app on the laptop rather than relying on the existing printer configuration.
Open the HP app on the laptop.
Locate the affected printer.
Verify that the printer is displayed in the app.
If the printer is present, continue to the next step.
4: Remove the Printer from the HP App
In the HP app, select the printer.
Remove the printer from the app.
Close the HP app completely.
Make sure the app is no longer running in the background.
5: Add the Printer Again
Reopen the HP app.
Select the option to Add Printer.
Allow the HP app to search for available printers.
Select the affected printer.
Follow the on-screen instructions to complete the setup.
