Showing results for 
Search instead for 
Did you mean: 
Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: Printer Wi-Fi, Connectivity Issues and Offline Status..
New member
1 0 0 0
Message 1 of 2
Flag Post


HP Smart malfunction: it says the printer is off-line

HP Recommended
Printer HP Laser Jet Pro M 118dw
Microsoft Windows 10 (64-bit)

HP smart program does not always recognize the status of the printer when not connected through the USB cable : sometimes it recognizes it as connected to the wireless router, others (most frequently) it says the printer is off-line. I have tried repeatedly to solve the problem with HP Print and Scan Doctor or with Troubleshoot  HP Installation Failure-network, but both programs are unable to set up correctly the printer.

Thank you for any help

HP Support Agent
HP Support Agent
18,971 18,973 1,351 1,562
Message 2 of 2
Flag Post
HP Recommended

@gmont, Welcome to the HP Support Community!


I understand you are facing intermittent connectivity issues with the printer. Let us try these steps:


Restart the wireless router, the printer, and the PC

  • Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.
  • 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.

If required, reinstall the HP Smart app from Microsoft Store.


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!

Have a great day! 

I am an HP Employee

Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation