I have a new ASU’s laptop and it won’t connect to my printer. It says my HP printer is offline

[MellisL123]

Hi

I have recently bought a new ASUS laptop and I am trying to get it to connect to my HP smart tank plus printer. The printer keeps showing off line but is working on other devices. I have tried to remove the printer but with no look. 

can anyone recommend anything.

thanks 

 

[Gaya1239]

Hi @MellisL123 ,

Welcome to The HP Support Community.  

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

I understand you're having trouble with your HP Smart Tank Plus 550 printer showing as "offline" on your new ASUS laptop. Since it's working with other devices, the issue might be related to the connection between your laptop and the printer. 

Here are some troubleshooting steps that can help resolve the issue:

1. Check Printer Status

• Make sure your printer is powered on, connected to your Wi-Fi network, and ready to print.
• On the printer’s display panel (if it has one), confirm that it shows a "Ready" status.

2. Make Sure Printer is Connected to the Same Network

• Ensure that your laptop and printer are connected to the same Wi-Fi network.
• If your printer is connected via Wi-Fi, check the printer's settings and confirm the network it's connected to.
• Sometimes, printers connect to a different Wi-Fi band (2.4 GHz or 5 GHz), so try to ensure both devices are on the same band.

3. Check Printer in Windows Settings

• Open Settings on your laptop and go to Devices > Printers & scanners.
• Find your printer in the list and check if it says “Offline”. If it does, right-click on the printer and select See what's printing.
• In the next window, click on Printer in the menu and uncheck Use Printer Offline if it's checked.

4. Restart Printer and Laptop

• Sometimes, a simple restart can help reset connections. Turn off both your printer and laptop, then turn them back on and see if the printer reconnects.

5. Reinstall the Printer Driver

• It might help to uninstall and reinstall the printer driver:
  1. Go to Settings > Devices > Printers & scanners.
  2. Click on your printer, select Remove device.
  3. Download the latest printer drivers from the official HP website or use the HP Smart app to set up your printer again.
  4. Reinstall the printer by following the on-screen instructions and ensure it connects via Wi-Fi.

6. Update Printer Firmware Update the firmware on an HP printer

• Sometimes, the printer's firmware might need to be updated for better compatibility. Check HP's website or use the HP Smart app to update your printer’s firmware if necessary.

7. Check Windows Print Spooler

• If the print spooler service is not running properly, it could cause the printer to show as offline:
  1. Press Windows + R, type services.msc, and hit Enter.
  2. Scroll down to Print Spooler, right-click, and select Restart.
  3. Try printing again after restarting the service.

8. Try Using HP Smart App HP printer setup (HP Smart app)

• If you haven’t already, try using the HP Smart app (download it from the Microsoft Store) to set up and connect your printer. Sometimes it handles the connection more smoothly than Windows’ built-in printer settings.

9. Reset Printer’s Network Settings

• If nothing else works, you may need to reset the printer’s network settings and reconnect it to your Wi-Fi network:
  1. On the printer’s control panel, go to Setup > Network Setup > Restore Network Defaults.
  2. Follow the prompts to reconnect it to your Wi-Fi network.

Once you have completed these steps, your printer should no longer show as "offline" on your ASUS laptop.
 

Refer to this document: HP Smart Tank Plus 550 Wireless All-in-One series User manual

HP printer is offline or unavailable
 

I hope this helps. 

Take care and have a good day.

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