Printer detected but won't print

[Hollydancer]

My printer is detected by my computer, which sees the printer IP address and says it's online. But I cannot print. I tried uninstalling and reinstalling, and I've tried HP Scan Doctor, HP Smart, and a manual install of the printer.  Even put in new ink. HP Smart gives me the green button saying my printer is detected and it's online, but then I get an error message saying the printer must be turned on to be added to HP Smart. Well, it's on, it's connected to the network, but something is amiss with the connection. I was able to print one single page after setting it up on my new wifi (I just moved), but since then, no jobs can get through. Tried from two different laptops and have the same issue, so it's not the computer. This is extremely frustrating -- please help!

[Irfan_06]

Hi @Hollydancer,

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 that does not 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.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Hollydancer]

Thank you, Irwin. I tried everything you suggested, and HP Smart still sees the printer, says it's online (green dot), but then says it must be turned on, which is the same problem as before. The diagnostic report from the printer's "Web Access Test Results" showed two potential problems:

1.) The DNS was Configured and Accessible, but showed "FAIL" for "Confirmed".

2) "HP ePrint" is showing as "Off" which is bolded and in italics. 

I don't need to access web pages from the internet, so I'm not sure if the DNS problem matters. I just don't understand why HP Smart sees the printer but it can't connect -- that makes no sense. 

[Irfan_06 · Accepted solution]

Hi @Hollydancer,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please follow the steps below to connect your printer to the network again.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support