HP Smart and Windows 10 not recognizing printer 9100

[loonrider]

Hello-

My printer and computer were working together just fine. All of the sudden, only the scan worked through HP Smart but the computer printing function said the printer was "offline" and would not print. I went through the 10 steps on this page:

https://support.hp.com/lv-en/document/c05087973#Install_current_software

After the re-install printer and HP smart process the situation has gotten worse. Now, HP Smart and my computer do not recognize the printer. I have tried re-starting everything multiple times and have updated windows, hp smart, and the printer driver.

The printer settings are not the issue. The printer scans and prints just fine from my wife,s computer via wi-fi. It is a problem only on my computer.

Thank you for your help!

Here is a screenshot of the error I am getting now in HP Smart when trying to add the new printer.

[Kumar0307]

@loonrider, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to print.

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

If the issue persists, proceed to the next step.

Install the printer using the TCP/IP port:

Check for any pending Windows updates first.

1. On the PC, go to Control panel > Devices and printers > Remove the existing printer entry > click on Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
5. Type in the 'IP address in Hostname or IP address box, click next
6. Proceed to the next steps by following the on-screen instructions.
7. Try printing. (Do not use the HP Smart app. Open the File > Click on Print)

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!

Have a great day! 

[loonrider]

Thank you! I can print now directly from the computer. However, I can not get HP Scan to recognize the printer even thought they are on the same network. I tried re-installing HP Smart and updating the printer and drivers.

[Kumar0307]

@loonrider

Use the HP Scan and Capture app to scan and check if that helps.

Keep me posted.

[loonrider]

Wow that was a quick reply! I installed the scan and capture app and it is also not recognizing the device. I tried a manual IP address installation.

[Kumar0307]

@loonrider

As you are able to print, it means the connectivity is fine between the devices. This looks like a software/compatibility issue.

Are you logged in as an Administrator on the PC?

Make sure it is up to date. 

Use the HP Scan Extended app to scan and check if that helps.

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

You can Download-Save-Install > HP Scan Extended  

• If the link above does not work, copy and paste the ftp address below into your browser: https://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Let me know how it goes.