Printer is saying offline but shows as ready in printers and devices

[tbkelly]

Hi

I live in a shared house and another person recently printed documents using my printer.  I didn't think it was connected in any way to a house 'network'.

Is this normal for the wifi system in the house to just connect all devices?  And if so can I disable it?

I did something in 'homegroup' (I think) to try and stop the printer being connected to other computers in the house, but I'm not sure what I did!!

Since then the printer will not print anything from my computer.

I have run the scan doctor but it didn't give any information.

I looked at printers and devices in control panel and the icon was in colour and ticked. When I hover over icon it says 'device application installation incomplete. Go to windows store for details.'

I've looked on Windows store and it seems I should download the latest driver.

I printed a network configuration page from the printer. It says:

Network status.....ready

wireless status......connected

The IPv4 list gives lots of number configurations

Wireless Direct....OFF

All other lists are shown as enabled, e.g. port 9100 

So my questions are:

Have I done something in the homegroup area to render the printer unusable and can this be solved?

Should I just go ahead and install latest driver and see if that fixes the problem and not worry about the 'homegroup' area????

please help and many many thanks in advance for taking the time to help 'totally clueless with techno peeps' like myself.

Tx

[Riddle_Decipher]

@tbkelly

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand your printer is offline although it shows ready in printers and devices,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Are you attempting to print via a home network?

If not, you don't have to worry about the home group, that said, I will need the above answers to provide better support.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[tbkelly]

Hi Riddle_Decipher

many thanks for responding to me.

The product number is: A9J4OB

btw the link you sent me to find product number doesn't work - the link goes to a page saying 'sorry can't find page...'  just to let you know  

RE: printing via  home network.  I don't know for sure.

It has asked questions before about networks (home or work) and I have always gone for options that do NOT set me up on a network. 

All my internet at home is via wifi but I don't know if that automatically sets me up  a 'network'

Hope this helps.

Look forward to hearing from you.

Tbkelly

[Jeet_singh]

Hi @tbkelly,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

I see by your post that you are experiencing printer offline issues on your HP Envy 5530 printer. . I will certainly do my best to help you!

Let’s start by assigning a static IP address to the printer. Here are the steps:

For Windows:  HP Printers - Printer is Offline (Windows)

• 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)
• Restart the printer and then router once done.

Once done, perform a clean install on the printer as suggested below:

• First, unplug the USB cable from the printer if present.
• Go to Control Panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control Panel – Devices and Printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now, click https://support.hp.com/us-en/drivers/selfservice/hp-envy-5530-e-all-in-one-printer-series/5304881/mo... (Please choose the Operating system and version of Windows before downloading and installing the software.
• Connect the USB cable only when prompted and follow the on-screen instructions to setup the printer.

For Mac: HP Printers - Printer is Offline (Mac)

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)

If the issue persists, perform a reset printing to completely fix this issue as suggested below:

Click the Apple menu icon, and then click “System Preferences”.

Click “Printers and Scanner” / “Print and Scan” or “Print and Fax”.

Right-click the blank space in the Printers list, and then click “Reset printing system”.

Click “Reset” in the confirmation window.

Enter an administrator username and password, and then click “OK”.

Wait until the printing system is reset and no devices show in the Printers list

Restart your computer and then go back to System preferences – Printers and scanners.

Click the “Add button” (+).

Find, and then select the name of your printer from the printer list, and then click “Add” to add your printer.

Click “Print Using...” or “Use”, and then select Secure AirPrint or AirPrint. Alternatively, you may select the name of your printer if available in that list.

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

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[tbkelly]

Hi Jeet

Many thanks for your message and instructions. However I am a little confused...

If I am going to uninstall and then reinstall the printer why the need to do the first stage of instructions: get the manual IP address?

Could I just go to stage 2 and uninstall the printer?

Look forward to hearing from you

Teresa

[Jeet_singh · Accepted solution]

Hi @tbkelly,

Thank you for replying,

My personal suggestion would be follow the steps suggested in the sequence as there is a logic behind it. 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshootingsteps. Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Keep me posted for further assistance.

Good Luck 🙂

[tbkelly]

Hi Jeet

I am extremely happy to report that it worked!! I now have a fully functioning printer.

thanks so much for your help

Teresa

[Jeet_singh]

Hi @tbkelly,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂
Regards,