HP Smart can see printer but wrongly decides it is not conected

[davidb25]

My printer was working fine over a wireless connection.  Have uninstalled and reinstalled and HP Smart can see it with its IP address , and tells me it is online with a green light but then tells me it must be tuned off which, it is not.  I have tried manually entering the IP address and almost everything else, including print management deletions. So very annoying. Print Doctor also is not fixing the issue. I ran a wireless test in the printer and its all OK. The network is fine; the printer is not.

[Rachel571]

Hi @davidb25 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds incredibly frustrating to deal with this connectivity issue, especially when the printer seems to be online but isn't functioning as expected. Here are some steps to help troubleshoot the problem further:

1. Verify Printer Status

• Ensure that the printer is indeed powered on and ready. Check the display panel for any error messages or notifications.

2. Reconnect to Wi-Fi

• Reconnect the printer to your Wi-Fi network:
  • Go to the printer’s control panel, access the Network or Settings menu, and select Wireless Setup Wizard. Follow the prompts to reconnect to your Wi-Fi network.

3. Check Firewall/Antivirus Settings

• Sometimes, firewall or antivirus settings on your computer can block the connection. Temporarily disable these security features and see if it resolves the issue.

4. Ping the Printer

• On your computer, open the Command Prompt (Windows) or Terminal (Mac) and try pinging the printer’s IP address to see if it responds.
  • Command: ping <printer IP address>
• If you get replies, the printer is connected to the network.

5. Remove and Re-add the Printer in HP Smart

• Open HP Smart, remove the printer from the app, and then try to add it back again. Sometimes, this can reset any connection issues.

6. Check for Multiple Instances

• In Settings > Devices > Printers & scanners, check for multiple instances of the printer. If there are duplicates, remove them and keep just one instance.

7. Manually Add the Printer via IP

• Instead of using HP Smart, try adding the printer through Windows:
  • Go to Settings > Devices > Printers & scanners > Add a printer or scanner.
  • Select The printer that I want isn’t listed, then choose Add a printer using a TCP/IP address or hostname and enter the printer’s IP address.

8. Check Network Configuration

• Ensure that your router settings are not blocking the printer. Check the router’s DHCP settings to confirm that it can assign an IP address to the printer.

9. Update Firmware

• Check for any available firmware updates for your printer through HP Smart or the HP support website. Outdated firmware can sometimes cause connectivity issues.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[davidb25]

Hi Rachel

Thanks for your reply.

Printer is on and the wifi test passed

I pinged 192.168.68.117 and the reply cam back from 192.168.68.110 as unreachable. Why a different IP address I don't know!

When i try and install using HP Smart the printer is found but says its off. I had tried all of the other suggestions....

[Rachel571]

Hi @davidb25 

I'm sending out a private message to assist you with the next course of action. 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.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support