HP Smart app shows printer online, but it can't be added because it says printer is offline

[Ryan_T]

I recently changed my WiFi name, and in doing so, it kicked the HP LasterJet printer offline.
So I went through the printer's touchscreen WiFi setup and added it to the newly named WiFi network. 
I also have my computer hard-wired to the same network AND on the same WiFi network. 
In the HP Smart app though, when I search for the printer, it finds it and shows it online and gives its MAC address, but when I click to add it, it gives an error message saying it's offline, and to bring it online to add it. 
What is going on with this app?

[TEJ1602]

@Ryan_T, Welcome to HP Support Community!

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

• Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.

• Printer is off or in sleep mode: Touch the control panel menu or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.

• Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks the printer is disconnected from the network.

• Reconnect the printer to the network:

  • Printers with touchscreens: Open the Wireless Setup Wizard from the Wireless, Settings, or Network Setup menu. Select your network name, and then enter the password to complete the connection.

  • Printers without touchscreens: Press and hold the Wireless button on the printer until the light starts blinking. Within two minutes press and hold the WPS button on the router. The light on the printer stops flashing when the connection completes.

• Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.

• Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.

Refer to the document HP Printers - Install and Use the HP Smart App for additional help.

Keep me posted for further assistance.

Please click “Accepted 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!

[Ryan_T]

Thank you for the response. 

• I confirmed there is no poor network connection.
• The printer was on and not in sleep mode.
• The printer connection status was connected to the same WiFi as my computer.
• I attempted to reconnect the printer to the same WiFi network multiple times with the same result.
• I restarted both the computer and the printer, and my WiFi router.
• I was able to print a test wireless page, oddly, but it still won't let me add the printer to the HP Smart app.  

[Ryan_T]

By the way, the reason I need to connect it to the HP Smart app is because what is printing is coming out in landscape mode by default, not portrait.  And the only way I can change it is through the HP Smart app.  

[TEJ1602]

@Ryan_T

Thanks for replying!

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc. 

Keep me posted.