ENVY 7855 shows connected but offline

[SPARKY556]

Had many HP printers in the past.  My 7855 will not stay online. Wireless, yes.  Connected, yes.  Diagnosis shows "port match" issue and recommends 2 driver downloads that never work.  I finally found through many searches how to set up correct port info.  That worked for a while but no more.  Why can't my HP Laptop and HP Printer work together?  Windows 10?  HP Smart does not seem so smart to me.

[Jay_G24]

 Hi @SPARKY556,

I'd like to help with the printer offline issue.

Follow the below suggestions-

 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 Connect the printer to TCP/IP port

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

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, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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 

[SPARKY556]

I have tried all of your suggestions and nothing works.  I seem to be locked out certain areas of my laptop.  EWS will not take my HP password or Microsoft password or Firefox Mozilla password.  My profile is set as administrator.  When I try to get into EWS  by typing IP address into address into web browser it shows "this site is asking you to sign in".  This in the Firefox browser but it does not identify what kind of password.  All categories are locked.

Any suggestions?

[Jay_G24]

Thank you for getting back to me.

Could you share an image of the screen requesting a password?

Let me know!

[SPARKY556]

[Jay_G24]

We can perform a factory defaults on the printer to resolve the issue

 The reset will restore the printer to default settings.

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

Please click “Accept as 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