Cannot connect to HP8620 Printer Function

[BobWRJ]

I have had and have successfully used this printer for several years.  The problem is a recent development -- with no know cause.  HP OfficeJet Pro 8620 is connected over a wireless network in my home.  The printer is hard-wired to the router/modem; but my computer connects to the router/modem wirelessly.   My wife, using a different computer, but through the same network has no problem printing.  So, I know there is no printer problem per se.  Whenever I try to print I get a message saying "Printer Offline."  I cannot figure how to get the printer back "on line."  I have the 8620 as my default printer.  However, there is another printer icon saying "HP 2030329 (HP OfficeJet Pro 8620)".  If I right-click on this second icon, I have the ability to scan; and the scan works correctly.  So, in a sense, I know that the printer/scanner hardware can be accessed from my computer over the wireless network.  Problem is that I cannot get the printer function to come online.  Any suggestions?

[sandytechy20]

@BobWRJ

Thanks for posting. It is a terrific place to find answers and tips! 

I understand you are getting printer offline message and unable to print from your computer.

However, you are able to print from the different computer, I will be delighted to assist you here.

I will need a few details to provide an accurate solution,

• Did you print scan doctor on your computer and check if that fixes the issue?

If not, follow the below steps:

Download and run Print and Scan Doctor application to fix this issue,

Download link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

Steps: 

1. Run PSDR v5.0.2 

2. Once the PSDR detects the Printer, it will show up the IP address and Software Status. 

3. Select the correct Printer and click on Next. 

4. PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing 

5. Once PSDR goes through all checks and automatic fixes, click on Print a test page. 

6. Regardless if PSDR printed the test page or not, click on “NO PRINT” 

7. PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot. 

8. Post restart the PSDR will run automatically to check for more issue.  If no issue found close PSDR. 

If the issue persists, assign a manual IP address to fix this issue:

a.    Click Start/Devices and Printers.  Right click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, input the Static IP address you just set from the above information.  Example:  192.168.1.15.  The IP address will be copied under Port          Name.  This is OK to leave this alone or you can put in your Printer Model.
d.    Select Next and Finish the Wizard.

If this helps, please mark my post as an accepted solution so that it benefits several others and please give the same post a Kudos for my efforts to help.
Take care and have a blessed week ahead.

Let me know how it goes.

Cheers.

[BobWRJ]

Sandy -- I went through the process that you described.  Eventually I had to uninstall driver for HP8620.  I had the problem "fixed" for a short time.  And I learned something that maybe you can help me with.  Like I said, I went through the process you described.  I use Norton on my computer.  When I went through the process of reinstalling the current (downloaded) driver, I got a message indicating that the computer was not connecting with the printer.  For whatever reason, I decided that the problem might have something to do with Norton.  So, I disabled Norton's so-called "Smart Firewall."  Then I tried to reinstall again.  This time it worked and -- with Norton Smart Firewall still disabled, I was able to successfully print from my computer.  Then I re-enabled Norton's Firewall and tried to print again -- FAILED again.  Then I disable the firewall a second time and tried to print -- it continued to fail and I was getting the original message of Printer Off Line.  So, I know that the problem is with the way Norton is interacting with the connection to the Printer.  Added info -- the other computer from which I could successfully print does NOT have Norton on it.  So, my final solution may be to get some different security software.  But, if you have any easier suggestions -- I would be very happy to hear them.  Thanks

[sandytechy20 · Accepted solution]

@BobWRJ

Thanks for the reply.

I appreciate your time and effort.

I understand the issue better now.

Every antivirus will have firewall settings which might block the printer sometimes.

Just add the printer in your Norton antivirus to fix this issue.

Follow the below steps:

1. Start Norton.

2. Click Settings.

3. In the Settings window, click Firewall.

4. In the General Settings tab, under Network Settings, next to Device Trust, click Configure.

5. Click Add.

6. In the Add Device window, enter the following information for the device you cannot connect to:

   • Name - enter a name for your network printer.

   • IP or Physical Address - enter the IP address for your printer.

   • Trust Level - Assign Full Trust to the network device that you cannot access from your computer.

7. Click Add Device.

8. Click OK and then Close.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others and please give the same post a Kudos.

Keep me posted.

Cheers.

[BobWRJ]

Sandy -- I marked your last message as an accepted solution.  However, I went down a different path to actually get my printer to working again.  I uninstalled Norton and will be using Microsoft Windows Defender for protection.  I feel sure that what you describe would work.  I had tried something along that line but may have been having a problem with putting in the correct printer IP address.  Anyway, I decided to get rid of Norton entirely was the best choice for me.  While your solution was good -- I will mention that the format of this forum, itself seems to me difficult to use.  The Microsoft user forum -- which I have used for other things in the past -- seems to me to be a lot more user friendly in terms of question & response FORMAT.  But all is well that ends well.  Thanks again!

[sandytechy20]

@BobWRJ

Thanks for the reply.

I appreciate your time and effort.

Good to know that issue is resolved.

Feel free to contact us in future if you need any assistance.

Cheers.