HP9020 continually says its offline through HP Smart / Dumb

[Gman1256]

When I use HP Smart (or is it dumb) my printer continualy appears as being offline when it isn't. If I reinstall it the HP Smart software finds it and I can print/scan/etc.

The next time I go to use it it appears a being offline.

I'm sick of it and am considering running direct rather than through HP Smart. This problem was the same with my previous printer too. I have a Surface 8 running Windows 11.

Is there a solution other than buying a differnt brand of printer?

[Dragon-Fur]

@Gman1256 

Welcome to the HP English Community --

Admittedly, naming anything "smart" is a risk -- 

When the app does not work as expected, calling the app names is almost irresistible.

The source of the issue might be more about the way the printer is connected (or not connected) to your network than the application that cannot find the connection / setup.

What?

HP Smart uses the connection information it is given -- if the connection breaks for any reason, the application might not know the reason for the failure and merely reports, "Nope, not there".

Reporting Offline when the printer is Online sounds odd -- printer's of this type are generally aware when they are connected and usable.  ?  So, no I cannot explain the discrepancy.

If the printer is the second of its type of report network connection issues, it is less likely the printer hardware and perhaps more about the methods used to connect the device to the network.

The following is provided FYI and is not intended to gainsay your claims to the contrary.

Printer - Offline

If the printer is constantly going Offline, it might be more about the way the printer is connected (or not connected) to your network and less about the printer hardware (which is fairly standard).

Reinstalling might work to temporarily to re-establish connectivity.  If the connection is weak, incorrectly or incompletely configured, the printer might again "fall off the network" and not be able to find its way back.

========================================

Below are some ideas - though not meant to address "everything", there perhaps enough to get you started in the right direction for your situation.

NOTE

Links to relevant HP Troubleshooting documents are included later in this message in section "Message Content References"  - it's worth a few minutes to at least look over the information.

Reference - Open and have "at the ready" --

 User Guide - HP OfficeJet Pro 9020e series

and -

During operations at the printer panel, within HP Smart requiring access to the Printer, or using EWS,

If prompted for a password, enter the default printer PIN available on the label inside the printer access
door. If you have changed the password, enter your new password.

Sample - PIN Sign-in

Printer_PIN_Entry_1

Specifications - Information for Review

Connectivity, standard

1 USB 2.0; 1 Host USB; 1 Ethernet; 1 Wireless 802.11a/b/g/n; 2 RJ-11 modem ports

Note:  The printer uses an older version of the connection protocol for 5GHz -

If Ethernet is not available for any reason and you are forced to depend on Wireless,

Consider connecting the printer to your SSID named network for 2.4GHz.

========================================

Printer - Network - IPv4

----------------------------------------------

Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

If your router supports it, create a separate SSID named network for each frequency.

Connect the printer to the SSID network you want the printer to use on the network.

Wireless

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

==============================

Examples – EWS Setup – IPv4

EWS > HP Document / How-to (original format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:  

It is not mandatory that you use a manual / static IP address. 

Doing so can improve stability.

EWS_9025_Network_IPv4_Configuration_4 

EWS_9025_Network_Wireless_IPv4_Advanced_2

========================================

Message Content References

-------------------------------------------

Wireless Troubleshooting – Router Change

Troubleshooting - Wi-Fi connection is lost after router or network settings change

 HP printers - Wi-Fi connection is lost after router or network settings change 

-------------------------------------------

Offline Condition

Although the printer appears to be switched on, it does not communicate with other devices on your network.

Consider >> Restart All

Restart Everything, including the router that controls your network

Next,

Offline - Known solutions, presented in the order to be completed / considered

  HP printer is offline or not responding - Windows / Mac  

Section “Advanced Troubleshooting” > Solutions specific to Windows / MacOS / HP Smart (Printer Unavailable)

And

TKB Article contributed by HP SofiaML

 TKB - HP printer is offline or unavailable

-------------------------------------------

Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 9020e All-in-One Printer series  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"