HP OfficeJet 4500 on WIn 10. Printer works, but won't show online in HP Smart App

[prospero11]

I have moved my printer to a USB connection with a Win 10 laptop. I used to control it with the old Flash based HP application. I am trying to use the "HP Smart" app now. But the printer continues to show "offline", even through it is clearly ONLINE and I can actively print to it. This means I have no way to use the scanner function. Please help!
HP Officejet 4500n-z on WIn 10 64-bit

[Anand_Andy]

Hi @prospero11,

Welcome to the HP Support Community

I understand you are facing a connectivity issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the below steps to resolve the issue.

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. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping

[prospero11]

Hello and thanks for the reply. I've read through your reply and most items will not apply. The printer is "recognized", but I cannot make it default or used the app that used to control it on WIndows 7 (The HP Toolbox app). I need this app to do scanning. I'm moving this over to a Win 10 laptop, but also want it to be network accessible. In order:
-) It's not the SSID. The blue light is solid and it's connected. The different networks have different names. But this problem persists even when hardwired (USB) directly to my newer laptop
-) I've gone through the entire "removing power cable"/hard power cycle, etc. Didn't help
-) I have NOT tried updating the firmware, but will

So I really have 2 issues: 
1) Cannot get this recognized as the "Default printer" and verify the driver. It shows in the "Printers and Devices" area, but is not marked Default, and I cannot do this
2) I need to know how to run the WIndows software that I used to use for this on my laptop. I found the "HP Printer Doc" software, and tried that. It did nothing.

Thoughts? Can you provide a link to the HP Scan/Print software that used to ship with the 4500 series?

[Anand_Andy]

@prospero11,

Thank you for your response, I really appreciate your efforts. As per your request you may try downloading the driver from this link: Software and drivers for HP Officejet 4500 All-in-One Printer Series - G510 (Choose your operating system)

If the issue still persists, I'm sending out a private message to assist you with the next course of 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.

Hope this helps! Keep me posted for further assistance.

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!

[prospero11]

This did not help. The page your reference just says "Use the pre-installed driver". What I need isn't the Driver (per se) - i need the actual HP Software that came with this printer. It is the Software that allows me to control scanning, check ink levels, etc. The driver is there already, but I need the control software. 

Thank you.
Tim