HP Envy going offline

[Jmck1]

I really relate to the frustration from these users - having started off well my printer then became more sporadic taking ages to process the print job  being sent and then, despite excellent connection to Wi-fi and showing as ‘ready to receive files’ on the app never prints. I get a message it is offline despite it saying it’s online on the app. Switched it off for days, re added the Wi-fi, restored network settings, deleted and re uploaded the app and no improvement. Terrible help service of AI and useless stocking downloads. Shame to read these past complaints and no response at all from HP. What to be done? Feels like we are tethered to a useless app.

[Kumar0307]

@Jmck1, Welcome to the HP Support Community!

I understand you are not able to print. To assist you better,

• Where do you see the offline message?
• Which device are you using to print?

Restart the wireless router, the printer, and the computer

• Make sure the printer and the computer are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

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!

Have a great day! 

[Jmck1]

Hi, thanks for replying. Yes just one router - a BT Smart Hub. Its an Envy 5020. I use the HP app on an iPhone and operate the printer via that.

on the app there is a green light showing it is ready and says “ready for your files” but when I send an item to print it takes a while and then says “envy printer is offline”. But the screen on the printer is lit up and the blue light showing connectivity is stable. I have rebooted everything several times and uninstalled and reinstalled the HP App and also reset the printer and re added the Wi-fi with the password twice.

[Kumar0307]

@Jmck1

Check for any software updates on the iOS device.

Check the connectivity as mentioned in my previous post.

Have you tried printing using the Airprint option and check if the issue persists?

1. Open the item you want to print, and then tap the Share icon ( or ).

2. Tap Print or the Print icon .

3. Select your printer, and then change print settings such as paper size, number of copies, or page range. Available settings depend on the app you are printing from, the print job type, and your printer.

4. Tap Print.

For more info, refer to - HP printer setup (Apple AirPrint for iPhone, iPad)

Let me know how it goes.