Installing printer software from HP Smart App

[HazzaD]

I've recently purchased an HP Envy 6120e printer and have successfully connected it to my Wi-Fi via my laptop. It correctly appears in my Settings/Bluetooth & Devices/Printers & scanners area and as “Idle”.  I can print off Word documents without any difficulty.

However, using the URL: hp.com/start/envy6100e to install the software from the HP Smart app, when I try to add the printer it states either “No printers found” or that the printer is there but  “Offline”.  Troubleshooter states there is no problem !?!

Help !!

[Garp_senchau]

@HazzaD, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If your HP Envy 6120e printer is appearing as "Offline" in the HP Smart app, but you are able to print Word documents successfully, there are several steps you can take to resolve this issue:

Check Printer Status:

• Ensure that the printer is powered on.
• Confirm that the printer display shows it is connected to your Wi-Fi network.

Restart Devices:

• Turn off your printer, computer, and router.
• Restart the router first and wait for it to fully power on.
• Turn the printer back on and wait for it to reconnect to the network.
• Finally, turn your computer back on.

Update Printer Firmware:

• Use the HP Smart app on your computer or visit the HP Support website to check for any firmware updates for your printer model and install them if available.

Re-add the Printer:

• Remove the printer from your computer under “Settings/Bluetooth & Devices/Printers & scanners”.
• In the HP Smart app, choose to add a new printer and follow the prompts to reconnect it.

Check Network Connection:

• Verify that your printer and laptop are connected to the same Wi-Fi network.
• Run a Wireless Network Test Report by accessing the printer’s settings menu to ensure there are no network connectivity issues.

Firewall Settings:

• Temporarily disable any firewall or antivirus software on your computer and try adding the printer again. Ensure the firewall settings allow HP Smart app to communicate with the printer.

Printer Offline Fix:

• Open “Control Panel” > “Devices and Printers”.
• Right-click your printer and uncheck “Use Printer Offline”.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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