Printer offline issue remains

[Jakob_Soholm]

Printer offline issue continues to arise even after using the HP print and scan doctor.

My equipment:  HP elitebook laptop with windows 10 enterprise version. HP officejet pro 8730 printer. Both connected via wifi to my internet router at home (brand icotera). Note my computer is an entreprise computer without admin rights - so in order to start the HP print and scan doctor, I everytime have to run an "unlock PC" procedure which includes log off and log in procedure, and then I have 4 hours where I can use the HP print and scan doctor software.

Description of the problem and what I do now:

1.Both computer and printer are connected via wifi to the internet/via my home router.

2. I start printing procedure - but never starts as printer is offline.

3. start the HP print and scan doctor (after running "unlock PC" procedure as this is required as I do not have admin rights)

4. The HP print and scan doctor finds the printer (indicate that is is installed). I select this and it starts to communicate with printer.

5. The HP print and scan doctor always fails in first attempt to communicate with the printer.

6. I power off both my printer and my internet router.

7. I turn on my internet router and wait until it is ready again and my laptop again gets internet connection.

8. I turn on my printer and wait for it to be ready.

9. I repeat the HP print and scan doctor and this time it manage to communicate with the printer

10. The HP print and scan doctor solves the offline problem and I can print.

11. Though within a certain period the problems with printer offline returns, I have not found a certain pattern in terms of time or actions like PC goes to sleep mode, Printer goes in sleep mode, power off issues etc. that seems to bring this problem up again so I am not sure what causes the problem to re-occur.

This is highly annoying, so any help that can eliminate this problem permanently, will be highly appreciated.

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Support Community.

Can you try using a TCP/IP port?

Create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, right click the printer and left click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

Hope that helps!