My printer keeps going offline

[Joe9007]

Hi everybody.

I recently got a new desktop and set it up with my printer. The printer keeps going offline after a period of non-use and the only way to wake it up is to unplug it, then plug it back in again.
I had this issue two and a half years ago when I first purchased the printer and connected to my former desktop.  None of the troubleshooting tips or help topics anywhere resolved the issue until an online chat with an HP tech support agent who accessed  my desktop remotely was able to assign a static IP address to the printer. 

The printer worked perfectly since that time until setting it up on the new desktop, and now it's the same thing all over again.  Once again, none of the troubleshooting tips have been a permanent solution.  And not being tech-savvy, I don't know how or where to assign a static IP to the printer.

Anybody have any advice or help out there?  Thanks.

[Irfan_06]

Hi @Joe9007,

Welcome to HP Support Community.

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

I understand you're experiencing an issue with your printer going offline intermittently.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Joe9007]

Hi,

Unfortunately, none of the steps that you listed were successful.  While they all woke up the printer at the time, it has gone offline again (I'm guessing as it went to sleep) twice in the last 40 hours and I've had to unplug it and plug it in again.  I've also managed to get phone help as well, and the HP agent was able to take control of my PC and checked a few things, plus downloaded new drivers, but I  guess that did not work either. 

The one thing that phone agent did NOT do (which the agent who assisted me in April 2022 did do) was somehow manage to assign a static IP address to the printer, which was ultimately the solution to the problem when it happened with my old computer at that time. I did mention that's what the phone agent did in 2022, but that's something I don't know how to do myself.

[Irfan_06]

Hi @Joe9007,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Here’s a step-by-step guide:

Method 1: Using the Printer's Control Panel

Access Network Settings:

• On the printer’s control panel, go to Setup or Settings (depending on your model).
• Navigate to Network Setup or Wireless Settings.
• Select TCP/IP Settings or IP Settings.

Set IP Address:

• Choose Manual or Static IP (instead of Automatic or DHCP).
• Enter the desired static IP address, subnet mask, and default gateway.
  Example:
  • IP Address: 192.168.1.100
  • Subnet Mask: 255.255.255.0
  • Gateway: 192.168.1.1
• Save your changes.

Method 2: Using the Printer's Embedded Web Server (EWS)

Find Current IP Address:

• Print a Network Configuration Page from the printer's control panel (look under the Network or Wireless menu for the option).

Access EWS:

• Open a web browser on your computer.
• Enter the printer’s current IP address into the address bar (e.g., http://192.168.1.101).

Assign Static IP:

• Navigate to the Network or Networking tab.
• Find TCP/IP Settings or IP Address Configuration.
• Select Manual or Static IP.
• Enter the static IP address, subnet mask, and gateway.
• Save the settings.

Method 3: Through Your Router

Access Router Settings:

• Log in to your router’s web interface (typically by entering 192.168.1.1 or 192.168.0.1 in a browser).
• Use your router’s admin credentials.

Reserve an IP for the Printer:

• Locate the DHCP Reservation or IP Address Reservation section.
• Find the printer in the connected devices list (it’s identified by its MAC address).
• Assign a static IP address (within your router’s DHCP range) to the printer’s MAC address.
• Save and apply the changes.

Restart Printer and Router:

• Power cycle the printer and router to ensure the new IP address is assigned.

Verification

• Print another Network Configuration Page or check the printer’s control panel to confirm the static IP is applied.
• Test connectivity by opening the printer’s EWS with the new IP or sending a print job.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Joe9007]

Unfortunately, no luck again.  As of this morning, my printer is offline again.

[Irfan_06]

Hi @Joe9007,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support