HP Smart Tank 519: Offline, Offline, Offline (even with a USB cable)

[IRSROG]

I purchased this HP Smart Tank 519 wireless printer for easy home-printing. We have a 5G internet at home, and everybody is connected to it, so a wireless printer would work best for our needs. At first, everything worked perfectly. We could all print using different devices, even from our mobile phones, with no issue whatsoever.

Then, the printer went offline.

We managed to fix up the issue by disconnecting and reconnecting the printer, basically doing a "restart" whenever we needed to print. It was a hassle, but it still worked.

Then, not even that seemed to work.

We bought a cable connector and hooked up the printer to a desktop computer, resigning ourselves to the idea that our wifi printer had basically devolved into an "old school" printer.

It worked for a while. Now, the printer is offline. We cannot print, we cannot scan, we cannot do anything with this printer.

We have called customer service several times. Each time, they actually managed to get the printer to connect. However, all of this only seemed to work for a couple of hours (at most) before the printer went offline again. They have actually done the thing where they control our computers and they went into the wireless setting of the computer and printer to fix it up. It worked for about 30 minutes, before the printer went offline.

Current status of the printer: completely offline. There is no flashing wireless button, it doesn't even appear when connected via usb to both MacOS and Window 10 computers, nothing at all.

Blinking on/off button, spinning screen. It stays like this no matter how much time passes and we try to connect and reconnect.

At this point, I was looking for a physical service store I could drop this printer at so they can open the thing and just really get to the nitty gritty of what is wrong with the wireless functions of this printer, since at this point I strongly suspect some kind of terrible hardware malfunction. Nevertheless, I drop this query here, both for people to comment if they've had this same issue or in case someone is able to finally give us back the once-trusty wireless printer we bought.

[Kumar0307]

@IRSROG, Welcome to the HP Support Community! I’m here to help.

I understand the printer goes offline. I see that the printer is stuck and not responding now. 

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

If this does not help, unplug the power cable and hold the power button down for 10-15 seconds and release it. Power on the printer and check.

 

Print a Wireless Test Report and Network Configuration Page if the printer responds.

A Network Configuration Page lists important network settings such as network status and the printer IP address. A Wireless Test Report

Load plain paper in the input tray.

1. On the printer control panel, press the Information button and Wireless button at the same time.
2. A Wireless Test Report and Network Configuration Page print. The Network Configuration Page might be up to four pages.

Check if the wireless section has 'pass' on the report. Also, check if the printer is connected to the same network as the Mac.

If not, you may use the WPS button to connect the printer. Restart the router and the printer.

Kindly follow the steps mentioned in this document -  Connecting an HP Printer Using Wi-Fi Protected Setup (WPS)

• 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.
• Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

• This printer supports WPA encryption, check if the router is on the same encryption method. If using WEP or WPA-PSK+FT change it to WPA-PSK

Perform a ping test to check the connectivity

1. Obtain the IP address of the printer from the report
2. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight).
3. Enter “ping” followed by the IP address of the printer. 
4. Press Return. Press ctrl C after 10 pings
5. There should be 0% packet loss, share the results in your next post.

You may also refer to - HP printer setup (Wi-Fi network) and HP printer setup (HP Smart app)

Use the HP Smart app to print.

If the printer does not respond, I'm afraid printer has failed.

• I've sent you a private message with further instructions to resolve this issue.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!