Printer is online but will not print

[alexisaishia]

Hi HP Community!

I really hope you can help me with my issue. Back at home my HP ENVY 4500 series wireless printer was working just fine. But recently I have gone away to school and figured I would need to reset settings, so it was no surprise to me when my printer was showing up as "Offline." I made sure the printer and my computer were both connected to my school's wifi. I then googled a few videos on how to correct this issue. I found that by unclicking the checked box next to "SNMP Status Enabled" in the Ports section of Printer Properties, it would change my printer from offline to online, which it did. Once online, I thought my printer would start working fine again, but every time I try to print, it takes a moment for a message to appear. The message says "printer is in error state." So to sum it up, my printer and laptop are both connected to my school's wifi.  On my computer, the printer says "Ready" but when I go to print, a message appears stating there was an error and that my printer is in error state. Please help fix this issue!

[Dvortex]

Hello, @alexisaishia - Hope you are well 🙂

Thanks for stopping by the HP Support Forums! I’d like to help!

I understand that you are printer offline issues on your HP Envy printer. 

Do not worry, we have a new HP Print Scan Doctor application which is capable of fixing the specific printer offline issues. This can also assign a static IP address. Download the PSDR and follow the steps below:

Download link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

Steps:

1. Run PSDR v5.0.2
2. Once the PSDR detects the Printer, it will show up the IP address and Software Status.
3. Select the correct Printer and click on Next.
4. PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing
5. Once PSDR goes through all checks and automatic fixes, click on Print a test page.
6. Regardless if PSDR printed the test page or not, click on “NO PRINT”
7. PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot.
8. Post restart the PSDR will run automatically to check for more issue. If no issue found close PSDR.

You can remove the PSDR from your system once done. 

If the issue persists, then let's try to disable the IPv6 on your printer and then assign a public DNS. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)
 

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[crazeyme]

I have the exact same issue, but my computer is a mac and the download link will not work for me.

Any other suggestions?

Thanks

[rick-s]

@crazeyme

Hello,
Thank you for posting in this thread. Unfortunately, based on when the last response was made, I have closed this thread to help keep comments current and up to date. I recommend starting a new thread for your issue by clicking here: https://h30434.www3.hp.com/t5/forums/postpage

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