Envy Photo7855 offline error

[JoeF8]

My printer all of a sudden quit working properly.  I get an offline error.  Yet I can print from a smartphone.  I just can't print from my computer.  I use a wireless connection.  Any ideas why it would be offline with my computer, but not any other device?

[Betty0610]

@JoeF8

Welcome to the HP Support Community.

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[JoeF8]

Betty0610,

I am using the HP Smart App.  I've uninstalled all HP software and reinstalled with the same results.  I've used the Scan Doctor.  I get a "Failed to communicate with your selected product" error.  I've rebooted  my router also.  When I did a online chat with HP, Rose said that she recommended that I get a USB cord and connect the printer directly to my computer.  Well, that makes a lot of sense to have a wireless printer and have to wire-connect it to my computer.

[Betty0610 · Accepted solution]

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[JoeF8]

Thank you, Thank you very much!!  It seems to be working now.  I can't tell you how much I appreciate your help.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a nice day and stay safe!:)