HP Officejet 4652 Offline in HP Smart App

[Michelle1234561]

I downloaded the HP Smart app to my laptop and once I'm ready to set up the printer, I select "Add Printer" but the printer shows offline.  The printer is active on the laptop and I can even print to it.  It's hp smart that doesn't detect it.  I uninstalled the HP Smart app, reinstalled, restored the printer to factory settings but nothing seems to make it come online on the HP Smart app.  Any ideas?

[Nal_NR]

Hi @Michelle1234561,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps on how to do a Windows Update to install all accessible operating system updates.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

4)Reinstall HP Smart

Hope this helps! 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

[Michelle1234561]

Hi Elohi_NR,

I have even installed optional updates from Windows Update, I reinstalled HP Smart, and I'm still having no luck.  When I hit Update Printer on the printer screen, it stays "Checking for printer updates..." and goes nowhere.  Like I mentioned earlier, I can print wirelessly without any issues.  It's just that HP Smart  has the printer as offline so I can't use the app.

Thanks,

Michelle

[Nal_NR]

Hi @Michelle1234561 

Let us try this and see if that helps. 

Troubleshoot an 'Unavailable' status using your computer, smartphone, or tablet with HP Smart.

Make sure the printer is connected to the same network as your computer or device or with a USB cable.

Close and then reopen the HP Smart app.

On the app home screen, right-click or long-press the printer icon, and then click Hide Printer.

Click Hide Printer again to confirm.

On the app home screen, click Add Printer or the plus-sign , and then follow the prompts to re-add the printer.

If this does not help, this might require one-on-one interaction over the phone to fix the issue via remote assistance.  

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!

[Michelle1234561]

Hi,

The printer doesn’t come up as unavailable. When I open the HP Smart app, I click add printer.   On the next screen, I see my printer twice (by IP address and by MAC address) but both are offline on the screen and it doesn’t allow me to add them. However, the printer is online and I can print from anywhere else. It’s just the HP Smart app doesn’t see the printer active. 

[Nal_NR]

Hi @Michelle1234561 ,

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

This might require one-on-one interaction to fix the issue via remote assistance. 

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!