Offfice Jet Pro 8710

[CynBinCord]

The HP Smart finds my printer but says "offline" and also lists a different IP than what my printer lists. I can print if I DO NOT add app in settings. I want to scan and I have to scan to USB and then transfer to my computer (Dell XPS 13). Any suggestions?

[Anand_Andy]

Hi @CynBinCord,

Welcome to the HP Support Community

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

To assist you better:

• Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• 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.

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the below steps to resolve the issue.

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 
• Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
• Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
• 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.  
• Select Next and Finish the Wizard.

You may also go ahead and Download HP Scan and Capture an alternate scanning application developed for the Windows Operating system. You  may use this reference document: Using the HP Scan and Capture App 

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 “Yes" on the bottom right to say “Thanks” for helping

[CynBinCord]

I tried you solutions. None worked. Answer to your questions.

1, No the wireless is not blinking and is solid blue. HP Config page states "Connected" to same network as my PC.

2. Router is about 15 ft away. 

3. Yes, it is dual and I know printer needs the 2.4GHz channel and this channel is the same as PC with a unique name and password. 

4. I have have tried many times to enter printer IP in either Chrome or Mozilla and I allways get error message that IP not found. 

To at least get me back to printing,  I had to once again, delete printer in PC settings, then add printer and get the code from the printer and then it prints. When I try and use HP Smart, it finds the printer but says it is "Offline" and not turned on which is not true - it is turned on and it is connected! During my work to try and fix I was able to print a test sheet, but when HP Smart tried to find the printer - no luck! I have spent so many hours on this. I am going to pay for a tech to come to my house to fix. I  am not happy at all that I can't get this to work and I can't actually talk to someone to fix. 

[Anand_Andy]

@CynBinCord,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your 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.

Hope this helps! Keep me posted for further assistance.

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!