Can't Add Printer - Shows as offline?

[rsandhu91]

Hello,

I have a HP DeskJet 2720e printer. I am trying to connect to the printer via WiFi, using the HP smart app. 

The printer appears when I go through the "Add Printer" process, and there is a green dot that says "online".

However, when I attempt to connect, it gives me an error, that tells me the following (see attached pic).

I've turned it on and off. Turned the Wifi on and off. I cant get the printer to connect.

Any help would be appreciated!

Thanks,
Ravi

[Raj_05]

Hi @rsandhu91,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems like you're facing an issue where the printer shows as online in the HP Smart app but still cannot connect. Here are some troubleshooting steps to try.

Ensure Correct Network Connection:

• Verify that both your printer and your device (PC or smartphone) are connected to the same Wi-Fi network.
• Check if your Wi-Fi is working properly by connecting other devices to it.

Reboot Router:

• Sometimes, a router reboot can fix connectivity issues. Turn off your router for about 30 seconds and then turn it back on.

Restart the Printer and Reconnect:

• Ensure the printer is powered on. If it has a screen, check that it shows the correct Wi-Fi settings.
• If possible, print a network configuration page from the printer to check the Wi-Fi status.
• Re-run the "Add Printer" process in the HP Smart app after the restart.

Reset Printer's Network Settings:

• On your printer, perform a network reset by navigating to the wireless settings or pressing the Wi-Fi button for a few seconds (depending on your printer model).
• This will allow you to reconfigure the Wi-Fi connection.

Check for Printer Software Updates:

• Open the HP Smart app and ensure that your printer’s software is up to date. Outdated software can sometimes cause connection issues.

Use WPS for Connection (if supported):

• If your router supports WPS (Wi-Fi Protected Setup), press the WPS button on your router and the Wi-Fi button on your printer. This should allow automatic connection to your Wi-Fi.

Reinstall HP Smart App:

• Uninstall the HP Smart app and reinstall it to eliminate any possible software glitches.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[rsandhu91]

Hi Alden,

Many thanks for your detailed reply, this did actually help, and allowed me to connect the printer to the WiFi via Hp Smart. It does not appear online.

However, the printer, is not printing. It stays stuck in the queue.

Can you help me actually print?

Thanks,
Ravi

[Raj_05]

Hi @rsandhu91,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Since your printer connects to Wi-Fi and is recognized by the HP Smart app but gets stuck in the print queue, here are advanced troubleshooting steps to resolve the issue.

Clear Print Queue

• Windows:
  • Open Control Panel > Devices and Printers.
  • Right-click your printer and select See what’s printing.
  • Cancel all pending jobs by clicking Printer > Cancel All Documents.
• Mac:
  • Open System Preferences > Printers & Scanners.
  • Select your printer, click Open Print Queue, and cancel any stuck jobs.

Restart the Print Spooler Service (Windows)

• Press Windows + R, type services.msc, and press Enter.
• Scroll down to Print Spooler, right-click, and select Restart.
• Try printing again.

Assign a Static IP to Your Printer

• Print a Network Configuration Page from the printer to find its current IP address.
• Log in to your router's admin panel (usually via 192.168.x.x in a browser).
• Reserve the printer's IP address under DHCP Settings or Address Reservation.
• Add the printer manually using its IP address:
  • Windows: Control Panel > Devices and Printers > Add Printer > Add a printer using TCP/IP address.
  • Mac: Printers & Scanners > Add (+) > IP > Enter the IP address.

Update Printer Drivers

• Visit HP Customer Support and download the latest drivers for your printer model.
• Uninstall any existing printer drivers before installing the new ones:
  • Windows: Control Panel > Programs > Uninstall a Program > HP Printer Software.
  • Mac: Printers & Scanners > Select Printer > (-) Remove Printer.

Disable "SNMP Status" (Advanced for Network Printers)

• Go to Control Panel > Devices and Printers.
• Right-click your printer and select Printer Properties.
• Under the Ports tab, locate the printer's port and click Configure Port.
• Uncheck SNMP Status Enabled and click OK.
• Test printing again.

[Raj_05]

Run HP Print and Scan Doctor (Windows Only)

• Download and run HP Print and Scan Doctor.
• It will automatically detect and fix common printing issues.

Test Printing from Another Device

• Try printing from a different computer or mobile device to isolate the issue. If it works on another device, the problem is likely with the initial computer's setup.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[rsandhu91]

Hi Alden,

I installed the HP Print and Scan Dr. Ran it, restarted. Same issue.

Ran it again, it did updates etc. Same issue.

Printer still shows up as offline.

Help is appreciated.

[Raj_05]

Hi @rsandhu91,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support