Cannot Resolve 'Unsuccessful Network Connection' Issue

[Luke_Shroom]

I seem to have endless problems with HP Printers; when they work, they're great, but as soon as there is an issue it is a nightmare to resolve!

This time, my printer suddenly stopped printing. I tried all of the issues I could find online, and had no luck. So I attempted to uninstall everything, then reinstall it, and then hit a brick wall: 'Unsuccessful Network Connection'. The printer is connected to the same wireless as my laptop. When I then try to re-establish a connection, I can see that the icon says my printer is connect and online, yet when I select the printer it says 'the printer is not offline'.

Also, when going through the process of uninstalling everything I can't remove the printer from the 'printers and scanners list'.

Thanks in advance for your help.

[Betty0610]

@Luke_Shroom

Welcome to the HP Support Community.

Let's restore the network settings on the Printer: 1. From the Home screen, touch (Wireless) and then touch ( Settings ). 2. Touch Restore Network Settings, and then follow the onscreen instructions.

Once done, connect the Printer back to the Wi-Fi.

Let me know if this helps.

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

Thanks!

Have a great day!

[Luke_Shroom]

Hi there,

thanks for you reply.

I have followed your instructions, reset the network settings and now reconnected to my wifi. However, it still no luck.

Please advise.

Luke

[Betty0610]

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still 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:

https://support.hp.com/in-en/drivers

Let me know if this helps.

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

Thanks!

Have a great day!

[Luke_Shroom]

Hi,

Thanks for the support.

I've followed your instructions.  Once launching the Smart App, once again I'm given the option to select my printer - which clearly states 'Online' but after selecting it i get a message saying it needs to be online. (See images).

[Betty0610]

Uninstall the HP Smart App and try installing the regular HP software drivers from the link given on my previous post.

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

Thanks!

Have a great day!

[Luke_Shroom]

I have. I have followed all of your instructions repeatedly and am still not getting anywhere.

Please offer an alternative.

[Betty0610]

Do you've a different Computer that you can try this with?

[Luke_Shroom]

Hi Betty,

Yep, I've now tried it on 2 separate computers.

[Betty0610 · Accepted solution]

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

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!

Thanks!