HP smart app says printer is both online and also “not turned on”

[kb7896]

I have been trying to set up my printer- HP ENVY 6400 series - in the HP Smart app via Wi-Fi. The printer is on, connected to the same network as my laptop, and the app detects the printer and says it is online with a green display dot next to it, and also displaying its IP address and model type. However, when I click to connect with the printer, a message appears saying:

"Select a Different Printer"; "HP ENVY 6400 series must be turned on to add it to HP Smart. Once the printer is turned on, tap OK to refresh, and then select the printer again."

After refreshing, the printer is once again detected and this message pops up every time I try to connect. I have tried restarting my laptop, restarting the printer, restarting my router, disconnecting and connecting to the network on both devices again, uninstalling HP Smart and installing it again etc. Nothing so far has fixed it. Please help!

[Irfan_06 · Accepted solution]

Hi @kb7896,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with your printer showing not available when you try to print.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

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!

I hope this helps.

Take care and have a good day

Irwin6

HP Support