Printer offline in HP Smart

[iantha]

After many unsuccessful tries I have not been able to enable HP-Smart scanning on either of my PCs for an OfficeJet Pro 9019, printing is okay. In the end I followed HP Support instructions to use separate product HP Scan and Capture instead of HP-Smart. Android phones do scan from HP-Smart.

What I did find through many reinstalls was existing driver needed to be removed from Printers and Scanners devices before launching HP-Smart, or HP-Smart would show the printer as being offline and prevent installation. This then presents a new problem for a different user on the same computer, because the driver exists the second user receives printer offline and cannot install their HP-Smart.

[Jay_G24]

Hi @iantha,

Welcome to the HP Support Community. 

I'd like to help!

I understand you are unable to scan using HP Smart

Try the below suggestions-

1)Uninstall HP Smart 

2)Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

4)Reinstall HP Smart from windows store

If the error persists, install the HP Easy Start (under the Software and Utility tab )and use HP Scan to scan a document 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[iantha]

Hi Jay,

Tried reinstalling once again and did not work. Tried Easy Start and it could not find my printer, even though I can print from Windows. But here is something strange, when I download and install HP-Smart from Windows store (it takes many attempts to begin download) it says my printer is ready and shows ink levels but does not install the driver! I have to manually go into Printers and Scanners and Add Printer when it finds HP31EB4E (HP OfficeJet Pro 9010 series). Is this the correct driver for the 9019?

[Jay_G24]

The Easy start should install the printer automatically.

Are you able to print with HP Smart?

You refer to the document to know to print using HP Smart -https://support.hp.com/us-en/document/ish_1716406-1413451-16

Hope this helps!

Keep me posted!

[iantha]

HP Smart Print from Windows recognises printer and prints, but does not scan. HP Smart from Android both prints and scans.

Scan Doctor reports HP Scan Error: This tool is unable to find the HP Scan application software in your computer.

True enough Easy Start, which I understand installs HP Scan, does not find the printer even if I specify the printer IP address. I have switched printer and router on and off, reinstalled both Easy Start and HP Smart several times on two different PCs with same failure.

[Jay_G24]

Try the below suggestions -

 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Let me know the results.

[iantha]

When I run HPPSdr.exe it finds my printer 'The following products are visible from your computer.' complete with IP address and 'Installed' status. But when I proceed to click on Next I receive the error message 'Failed to communicate with your selected product.' HP31EB4E (HP OfficeJet Pro 9010 series). I repeatedly tried all of the program suggestions without success.

[Jay_G24]

Try the below suggestions -

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 Connect the printer to TCP/IP port

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

Let me know how this goes!

[Jay_G24]

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

Reinstall the drivers from the Software and drivers page

If the error persists, Try installing the printer with windows built-in driver

Keep me posted