HP Smart says printer offline -- but Windows can print & scan

[__J_]

Tonight, HP Smart decided my Envy 7640 was offline. But it's not: I can print from any other program. I can use Windows Fax & Scan to scan documents. 

Here's what I've tried:

1. Powercycle the printer
2. Unplug the printer, wait 5 minutes, then plug back in
3. Reboot the PC
4. Uninstall and reinstall HP Smart
5. Run Windows printer troubleshooter
6. Download and run HP Print and Scan Doctor (this always says "communicating with printer", then crashes)

I haven't messed around with setting IP addresses or ports, because remember, Windows can print and scan just fine. It's only HP Smart software that's failing.

Anyone know how to fix the HP software?

[praveen196]

@__J_ Welcome to HP Community!

I understand that the HP Smart says printer offline -- but Windows can print & scan.

Do not worry. I will try to fix the issue.

I suggest you download and run the HP Print and Scan Doctor from this Link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

Run PSDR v5.0.2 

Once the PSDR detects the Printer, it will show up the IP address and Software Status. 

Select the correct Printer and click on Next. 

PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing 

Once PSDR goes through all checks and automatic fixes, click on Print a test page. 

Regardless if PSDR printed the test page or not, click on “NO PRINT” 

PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot. 

Post restart the PSDR will run automatically to check for more issues.  If no issue found close PSDR. 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[__J_]

Hi Praveen --

Thanks for taking the time to reply. As I noted -- see  #6 above -- I have already tried this, with no success.

[praveen196]

@__J_

I understand your concerns.

You can try creating the new user account on your computer and check. 

https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond my support boundaries, please ignore the ads and take only the free suggestions

Have a nice day!!

[__J_]

I tried HP Smart from each of four different user profiles; all have the same problem.

I also found another community post from someone else with the same unanswered problem.

Who can help troubleshoot HP Smart?

[praveen196]

@__J_

Thank you for the update.

You have to add a printer to the HP smart app.

Please refer to the following link.

Have a nice day!!

[__J_ · Accepted solution]

I've been using HP Smart for more than a year; the printer had been added long ago.

I was able to solve the problem myself by uninstalling & reinstalling multiple times. After a few reinstalls, it successfully recognized my printer as not offline.

[praveen196]

@__J_

We are happy to hear that the issue is resolved.

In the future, If you have any other concerns. Please get back to us.

We will assist you.

Have a nice day!!