printer status unknown

[VictorQuint]

In HP Smart, the printer status is not displayed ("status unknown"). The data is made available through the advanced settings. I have uninstalled and reinstalled the driver, but the problem persists.

[Elohi_NR]

Hi @VictorQuint,

Welcome to the HP Support Community. 

I'd like to help!

Let's run the HP Print and Scan Doctor, which helps in resolving common printing and scanning problems such as missing or corrupt print drivers, connectivity issues etc.

Use this link for details on using the HP Print and Scan doctor

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer-related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[VictorQuint]

Thank you very much for the message. Scan Doctor failed to resolve the issue. The print function and the scan function work well. My only problem is that in HP Smart the printer information says 'printer status unknown'. When I look in HP Smart through the advanced settings, the status does appear. I notice that the printer data has a different IP address (fe80::fe15:b4ff:fea6:37b1) than the advanced settings (192.168.1.56; that is the correct address). Could this be a cause? Unfortunately, no screenshots can be sent via this communication system.

[Elohi_NR]

Hi @VictorQuint,

Yes, this could be a reason. 

Let us try these and see if this works.

 Print a Network configuration page from the printer's control panel. 

2. Look for IP address from the Network configuration page. 

3. Open web browser - Chrome or IE or any other browser that you are using. 

4. Type the IP address mentioned on the Network configuration page into the browser's address bar or URL bar and press enter button. 

5. Go to the Network tab. 

6. Click on Networking from the left pane. 

7. Then click on Network Address (IP). 

8. Click on Manual IP Address and go to suggest a Manual IP. 

9. Scroll down the screen and select Manual DNS server. 

10. Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 

11. Click on Apply. 

Refer to the video link for step-by-step instructions - Assigning an HP Printer a Static IP Address in Windows 8 | HP

Note: The video is for Win 8 but the steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[VictorQuint]

Referring to your instructions 6 and 7 I send this screenshot. The page is fifferent from the page which is shown in the YouTube movie. There is no menu Networking. Iopened all menus, but nowhere I can co to 'Manual IP Address'. 

[Elohi_NR]

Hi @VictorQuint,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[VictorQuint]

I executed the instructions in the private e-mail. Then, I reach exactly the same contact means as before.

[Rainbow23]

Hi @VictorQuint,

Welcome to the HP Support Community. 

As you have already tried the troubleshooting steps, this could be a hardware issue with the unit and may need repair. 

I have sent you a private message with the required information to talk to HP Support. 

In order to access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link 

[VictorQuint]

I really can't understand the discussion anymore and I wonder more and more whether you are taking note of the question.
In HP Smart, the printer status is unknown. In the advanced settings, the printer status is displayed. I noticed that the advanced settings show the IP address correctly, but the printer status that appears first in HP Smart shows a very strange IP address. You indicated that it is quite possible that this is where the problem lies and gave me an instruction to repair some things. That instruction leads to a very different rendering than indicated in the YouTube movie referenced. I then asked for an improved instruction on how to improve the IP address. Why it is now suddenly concluded that there is a hardware problem is completely unclear to me.

[sandytechy20]

@VictorQuint 

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.