I can print from anywhere besides my Windows PC

[DavidB454]

So I had a similar issue a few months ago and had assistance from phone support but that doesn't seem to be an option now. 

My HP Envy 5000 printer is connected to the same network as my Windows PC.  I'll give a few bulet points for ease to show why I'm baffled.

• HP Smart desktop app says it is online but if I try scanning/printing, it then says it isnt. 
• The rest of the OS says it's not online
• HP Doctor sees it but then can't connect.
• All my other devices that can connect to the printer has no issue scanning/printing over the network. 

..... Yes, I have switched it off and on.

Any advise would be much appreciated!!

[Anand_Andy]

Hi @DavidB454,

Welcome to the HP Support Community

I understand you are facing a connectivity issue with your HP Envy 5000 Series printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• I would like to know if you connect the PC to any VPN?
• what application are you trying to print from?
• Have you installed any antivirus on your PC?

While you respond to that we can try some alternate options. If the antivirus is enabled then please disable and run HP print and scan doctor.

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Set a Manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 Connect the printer to TCP/IP port

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

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