HP Envy 6032 repeatedly Offline

[Ginger_nutz]

I am hoping that you can help with this really, really frustrating issue.  I work with technology a lot but this one has me stumped as the product just seems to be inherently unreliable.

We have an HP Envy 6032 that keeps reporting on the laptop to be offline, even though both the printer & laptop are successfully connected to the WiFi.  Printer will print from an Android phone and can be pinged from the laptop that reports it to be offline.

If we delete the printer & re-install it, that usually sorts it out, but this time after hours of re-trying, re-installing, re-starting routers, printers & laptop it will not report to be online..... but will always print from a phone on the same network.  I've tried HP Smart, I've tried the full function software & the basic software, but every time after checking the printer in Windows it says its offline, HP Smart finds & displays the printer with the correct IP buts says the driver isn't installed and the printer name displays unusually as "HPB7E424.broadband (HP Envy 6000 series)." rather than just HP Envy 6032.

HP print & scan doctor doesn't sort it either, it's connected to a HP laptop wirelessly and uses Instant Ink.

I've done Windows update, I've tried all matching drivers available for this model on the HP website one by one and still no good.  I suspect Windows update may be the culprit as its alright for a week or two before it's lost again..... this time nothing that usually works will bring it back online.  So far five hours of wasted time trying to sort this and apart from doing a system restore or clean install of the whole laptop, I can't think of anything else to try, so any help would really be appreciated.

Ideally a permanent solution that last longer than a fortnight would be great improvement.

Thanks in advance.

[Jay_G24]

Hi @Ginger_nutz,

I'd like to help!

I understand you are unable to connect to the printer from your computer.

Try the below steps to resolve the issue-

Set a manual IP-

To set a manual IP and try the steps below -

--->From the printer control panel, press and hold (the Information button) until all the buttons light up, and then press (i) and (⬇️) at the same time to print the wireless network test report and network configuration page.

---> Find out the IP address or hostname of the printer from the network configuration page.

--->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

[Ginger_nutz]

Thankyou for your response however my IP has never changed and the printer is always available from a phone.  The issue is driver related on the PC.... claiming that there is no driver, despite HP Smart finding it wirelessly and reporting status as OK....until you try to print, when at which point it prompts to install software (again).  Windows printers dialogue also says the printer is offline and that there is no driver installed. 

The printer is on 192.168.1.64 and can be pinged successfully from the host.  The driver appears to be the issue, not the IP.

Is there a tool to remove all traces of the installation software and registry entries so I can do a true clean install without having to wipe my laptop and start again?

From the forums I am not the only one with this issue.

Thanks in advance.

[Jay_G24]

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

Reinstall the drivers from the Software and drivers page

If the error persists, Try installing the printer with windows built-in driver

Let me know how this goes!

[Ginger_nutz]

Hi,

Thanks for your help.... this is more likely to work I'm sure, but yesterday I wiped the laptop and did updates and then re-installed HP Smart.... it worked 1st time and took several hours less than all attempts to date.

So I'll save your answer for when it happens again then I'll run through the steps.

Thank you so much for your detailed answer.

Kind regards,

David

[Jay_G24]

You're welcome 🙂

Do reach us if you need assistance.

Have a great day!

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!

[Selwood]

My printer shows repeatedly offline. I have had a new hub connected and do not know how to connect my printer to the hub and for it to stay on line. Please help with some simple instructions as I am not very technical