Not online

[Cyberet]

HP Envy 6400 series - is not online even though internet service is working.  The connection with my phone is okay but not with my laptop - windows 11.

[Kuroi_Kenshi]

Hi @Cyberet,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP Envy 6400 series printer is showing offline on your Windows 11 laptop, even though your internet is working and the printer connects fine with your phone. Let’s try a few steps to fix this:

1. Check Printer Status

On the printer’s control panel, confirm that Wi-Fi is connected (blue wireless light should be solid).

Print a Wireless Network Test Report from the settings menu to verify it’s on the same Wi-Fi as your laptop.

2. Verify Devices Are on Same Network

Ensure both your laptop and printer are connected to the same Wi-Fi network (sometimes phones/laptops connect to different bands like 2.4 GHz vs 5 GHz).

3. Run Windows Printer Troubleshooter

Press Win + I → Settings → Bluetooth & devices → Printers & scanners.

Select your printer → Run the troubleshooter if available.

4. Restart Print Spooler Service

Press Win + R, type services.msc, and press Enter.

Scroll to Print Spooler, right-click → Restart.

Then try reconnecting the printer.

5. Remove & Re-add the Printer

Go to Settings → Printers & scanners.

Select your HP Envy printer → Remove device.

Open the HP Smart App (install from Microsoft Store if not already).

Use it to re-add the printer to your laptop.

6. Update Drivers

Download and install the latest HP Envy 6400 series full-feature drivers from HP Support.

Restart your laptop after installation.

7. Reset Printer Connection (if still offline)

On the printer, press and hold the Wireless button for 5 seconds until the wireless light blinks.

Reconnect it using the HP Smart app on your laptop.

I hope this helps.

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Best regards,