Is it possible to get technical support from HP for a product that continues to malfunction?

[treefrmr]

Continually loses connection to my HP laptop, HP Smart printing will state the printer is "Offline", yet my Eero Network manager states its "Online". I can scan but not print. When I do get it reconnected, it may last a day, or a week, and then it is again unable to print. I've used HP Smart Diagnose and fix (doesn't work), and attempted online support, but the virtual assistant is the worst in the industry. How can you reach technical supprt?

[Pallipurath]

Hi @treefrmr 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand how it feels especially when the Eero app shows the OfficeJet Pro 9025e as online while the HP laptop reports it as offline, and scanning continues to work. Since the printer reconnects temporarily and then loses printing connectivity again, this points more toward a communication/printing-path issue between Windows, the HP app, and the network, rather than the printer being completely disconnected from Wi-Fi.

Check the printer's network status

• On the printer touchscreen, open Wireless/Network settings.
• Confirm it is connected to the same Eero network as the HP laptop.
• Print a Wireless Network Test Report and note the printer's IP address.

Check whether Windows can reach the printer

• On the laptop, open Command Prompt.

Run: ping <printer-IP-address>

Remove the old printer installation

• Go to Settings → Bluetooth & devices → Printers & scanners.
• Select the OfficeJet Pro 9025e and choose Remove.
• Restart the laptop.

Re-add the printer using the HP app

• Open the current HP app.
• Add the OfficeJet Pro 9025e again.
• Make sure the printer is detected on the same local network.
• HP's current support page provides the HP app setup and Wi-Fi troubleshooting procedures for this model.

Click here for detailed steps.

Take care and have an amazing day!