HP Smart App says my printer is "offline" when it is not.

[DM70]

Just upgraded my router. My printer is wireless- HP OfficeJet Pro 6968. It worked fine with old router. Stills works with new router but NOT through the HP Smart app. HP Smart only sees the printer as "offline" and will not let me add it. My computer (Windows) recognizes the printer just fine. The printer itself recognizes the wireless network and says everything is just fine.  I can print from Word or any other apps.

I just cannot get the HP Smart app to connect to it. I tried uninstalling HP Smart app and then reinstalling. No change. Not sure what is going on. I cannot use any of the HP Smart functions.

[Jay_G24]

Hi @DM70,

I'd like to help!

Try the below suggestions-

1)Uninstall HP Smart 

2)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 how to do a Windows Update to install all accessible operating system update.

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. 

And, Welcome to the HP Support Community. 

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