HP Smart says printer is offline and unable to install/connect. Printer is online on Computer

[boyslim]

HP Smart says printer is offline but it is online and can print a test page from the Diagnose and Fix tool within HP Smart. 

I am able to print fine from the computer, however it can not be added in HP Smart.  Previously worked with my old iPhone and iPad. New iPad and iPhones have issues adding the printer to HP Smart. 

Please help! 

When I go to add the printer it just hangs on "Processing"

I have deleted the HP Smart App and redownloaded it many times. 

[Nal_NR]

Hi @boyslim,

Welcome to the HP Support Community. 

I'd like to help!

Try uninstalling and reinstalling HP smart app and see how it goes. 

Perform the following tasks in the order given. Try using the printer after each task to see if the issue is resolved.

Make sure the printer is ready to print

The printer should be on, have paper in the input tray, have sufficient ink or toner, and display no errors or blinking lights.

Make sure the printer is not off or in Sleep mode. Press the Power button to wake it or turn it on.

Make sure the paper is loaded into the input tray and the paper width guides rest gently against the sides of the stack.

Make sure the correct ink or toner cartridges are installed and the printer has sufficient ink or toner for your print job.

Make sure no error messages or blinking lights display on the printer control panel. Resolve any errors before you use the printer.

Restart the printer to clear any error states. Turn the printer off, wait 30 seconds, and then turn it on. Click here

for the remaining steps. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[boyslim]

Thanks for the reply.

I have uninstalled and reinstalled the HP app over 10x on both desktop and mobile. Printing works on the computer fine, however I am unable to add the printer via HP Smart. Nor can I print with HP Smart.

Diagnose & Fix with the HP Smart app yields a "Printer Offline Issue is not fixed"

[Nal_NR]

Hi @boyslim,

Thanks for your reply. 

First, let's set a static IP address for the printer:

- Print a Network Config Page from the front of the printer. Note the printer's IP address.
- Type that IP address into a browser to reveal the printer's internal settings.
- Choose the Networking tab, then Wireless along the left side, then the IPv4 tab.
- On this screen you want to set a Manual IP. You need to set an IP address outside the range that the router automatically sets (called the DHCP range). If you do not know the range, change the last set of numbers (those after the last '.') to 250
- Use 255.255.255.0 for the subnet (unless you know it is different, if so, use that)
- Enter your router's IP (on the Network Config Page) for the gateway.
- Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS. This is Google DNS. You can choose another external DNS if you wish.
- Click 'Apply'.

Now, shut down the router and printer, start the router, wait, then start the printer.

After this you will have delete and re-add the printer on your computer.  Do it this way:

0. Go to Start > Control Panel > Devices & Printers and delete all instances of the printer. 

1. Make sure the printer is turned on and connected to your network. Verify that you can access the printer's internal web page by browsing to its IP address before continuing. Get its IP from a Network Test printed from the front panel of the printer.
2. Click >> Start >> Control panel >> Devices & Printers.
3. Click the Add a printer
4. Select Local printer
5. Select Create a new port and select Standard TCP/IP Port and click Next button.
6. Under Device type, select TCP/IP Device. Under Hostname or IP address, enter the printer's IP address. Click Next.
7. Select Hewlett-Packard from the list of manufacturers and select and select your printer model. Click Next.
If your printer model was not listed, then select Have Disk, browse the HP CD that came with your printer and select the first file that starts with hp and ends with inf. Click Open then OK. Select your printer model. Click Next.
8. If you are asked, use the currently installed driver.
9. It will ask for the Printer name -- enter a new name or use the existing one. This will be the name of the printer that you select from other applications.
10. You may be asked to share the printer. Choose NO.
11. The Print Test Page box appears. Go ahead and print it.
12. Click Finish.

Keep me posted for further assistance.
Please click “Accepted 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!

[boyslim]

Hi,

I set a static IP for the printer and followed the steps below but the issue still persists. The problem is not that I am unable to see the network printer. HP Smart App is unable to complete installation of the printer, it gets stuck on processing once I click on the printer that shows up in the app.   Printing works fine on the computer, it is just an HP Smart issue.

[boyslim]

Also, when using Diagnose & Fix from the HP Smart App my diagnosis is "Printer Offline issue is not fixed."

However, when I click test print it does print out a test page... 

[Nal_NR]

Hi @boyslim,

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. 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.

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

[boyslim]

Update for anyone that comes across this thread. 

Customer Service could not resolve the issue. They said it was a Mac OS issue, I believe it is a bug within the HP Smart app...