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Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 1 of 12 (177 Views)

Printer offline and disconnected

Product Name: HP Photosmart Wireless B109
Operating System: Microsoft Windows 10 (64-bit)

The printer had been working perfectly but the day before yesterday suddenly it was offline and would not print. I have been trying to find how to get it online and connected again.  I did wonder if it was because I had changed the wireless network name and password for the router so changed the wireless network name to how it had been before.
I have tried various things including looking at settings, and turning off and on the router and the same to the computer and to the printer.
Also, I have tried connecting from the printer - from the wireless menu, pressing WPS and it tries to connect with a blue light flashing above WPS-PIN 30370791, but WPS time out appears with try again later.

I have been going round in circles thinking if only I could see where the SSID from the router would be for the printer then I would know where to type it!

From searching the internet, I have read that others have had the same problem but it seemed that somehow they managed to solve it. I am rather annoyed with myself because I have not done so yet. The offline thing had happened once before but the printer worked again once it had been uninstalled and installed again (as others had found worked), so I tried it this time, too.

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HP Support Agent
Posts: 6,253
Member Since: ‎10-12-2016
Message 2 of 12 (149 Views)

Re: Printer offline and disconnected

Hi @JoyDean,

Welcome to HP Forums, this is a great place to get support, find answers and tips.


Thank you for posting your query, I'll be more than glad to help you.

I understand that you are unable to print from your HP Photosmart Wireless All-in-One Printer as it does not connect to the wireless network.

 

This issue could occur if the wireless setup is not correct.

 

Let's go through a few steps to troubleshoot this issue.

 

And here's the step by step guide for you in the link: Printer is Offline (Windows)

 

Let me know how this works.
 

You have a good day ahead.
 

Rainbow23
I am an HP Employee

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Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 3 of 12 (142 Views)

Re: Printer offline and disconnected

Thank you. I apologise, I should have said I had already tried what is in that link but I shall try it again.

We found a USB cable and, presumably because of that, we can print now from this laptop and scan things, but the wireless is still offline / disconnected so cannot print from another laptop in the house.

 

As I can now scan things, would it help if I attached the network test report and configuration page?

 

I have been looking in various sites including:

https://support.hp.com/us-en/product/hp-photosmart-wireless-all-in-one-printer-series-b109/3794623/m...

https://support.hp.com/us-en/product/hp-photosmart-wireless-all-in-one-printer-series-b109/3794623/m...

https://support.hp.com/us-en/product/hp-photosmart-wireless-all-in-one-printer-series-b109/3794623/m...

https://support.microsoft.com/en-gb/instantanswers/bdff0c68-6204-6025-dcc1-3aefaa14ab40/fix-printer-...

http://www8.hp.com/uk/en/campaigns/wireless-printing-center/wireless-network-help3.html

http://192.168.1.1/

https://h30434.www3.hp.com/t5/Inkjet-Printing/How-to-install-Photosmart-B109n-z-on-a-wireless-DHCP-l...

HP Support Agent
Posts: 6,253
Member Since: ‎10-12-2016
Message 4 of 12 (128 Views)

Re: Printer offline and disconnected

Hi @JoyDean,

Thank you for your reply, I'll be more than glad to help you.

 

I understand that the issue still persists after following the steps provided in the previous interaction.

 

This could be a hardware issue with the wireless card in the unit.

 

Hence, please contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 5 of 12 (122 Views)

Re: Printer offline and disconnected

[ Edited ]

Thank you for that suggestion. Is that really possible in a machine less than a year old?

Having said that, the laptop is less than a year old. The printer is older than that.

Is the wireless card in the laptop or in the printer?

HP Support Agent
Posts: 6,253
Member Since: ‎10-12-2016
Message 6 of 12 (115 Views)

Re: Printer offline and disconnected

Hi @JoyDean,

Thank you for your reply, I'll be more than glad to help you.

 

I understand that you wanted to know if the wireless issue was with the printer or the laptop.

 

This issue could be with the built-in wireless device in the printer. It may not be working.

 

Since it is not a replaceable part for the printer, you may need to contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 7 of 12 (111 Views)

Re: Printer offline and disconnected

Thank you for your help. In that case, as the printer is six years old, I think we shall have to be happy for now with what we are able to do using the USB cable connecting the printer to the laptop; and then replace the printer in due course. Thank you for your advice, it is appreciated.

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HP Support Agent
Posts: 6,253
Member Since: ‎10-12-2016
Message 8 of 12 (86 Views)

Re: Printer offline and disconnected

Hi @JoyDean,

You are welcome.

 

I understand that you are happy to use the printer by connecting it to the computer via USB cable.

 

I also appreciate your time and patience.

 

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

 

It was a pleasure assisting you. You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 9 of 12 (65 Views)

Re: Printer offline and disconnected

[ Edited ]

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Top Student
Posts: 9
Member Since: ‎05-17-2017
Message 10 of 12 (64 Views)

Re: Printer offline and disconnected

[ Edited ]

Deleted

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