Officejet Pro 8710 - Printer Offline

[POed2]

Hi,

I am getting "Printer Offline" messages almost constantly.  I've been through multiple power cycle iterations with the printer, my laptop and have used three different routers.  Never helps.  Laptop & printer are on the same network.  We have no wired Ethernet.  HP Smart Diagnose and Fix says it has the resolved the problem (doesn't tell me what it was), but Test Prints are never successful.  I have gone through every troubleshooting step I find in the forum, with the exception of uninstalling and reinstalling the printer.  I'm a little fearful of that given the age of the printer, and I'm now running W11.  I have LOVED this printer and hate to part with it.  Far as I can tell, I have kept it up-to-date with firmware.  But every time I print I am power-cycling and troubleshooting. Can this issue be fixed successfully, or is it replacement time?  The newer stuff just gets less and less reliable in my experience.

Thank you

[Hawks_Eye]

Hi @POed2 

Welcome to the HP Support Community! We're here to help you get back up and running.

I acknowledge the issue you are facing with the OfficeJet Pro 8710 showing as offline despite multiple troubleshooting attempts. Let us go through set of recommended steps that can help stabilize the connection:

Step 1: Confirm Printer Connection in HP App

• Open the HP App on your Windows 11 PC.
• Ensure the printer is listed and shows as “Ready.”
• If it shows “Offline,” remove the printer from the app and re‑add it.

Step 2: Reset HP App Connection

• In Windows Settings > Apps > Installed Apps, locate HP App.
• Select Advanced Options > Reset.
• Reopen HP App and reconnect the printer.

Step 3: Verify Printer Status in Windows

• Go to Control Panel > Devices and Printers.
• Right‑click your OfficeJet Pro 8710 > See what’s printing.
• Ensure “Use Printer Offline” is not checked under the Printer menu.

Step 4: Run Diagnose & Fix in HP App

• In HP App, select your printer.
• Choose Diagnose & Fix to automatically repair connectivity issues.
• Allow the tool to complete and then attempt a test print.

Step 5: Update Printer Drivers and Firmware

• Visit HP’s official support page for the OfficeJet Pro 8710:
  HP OfficeJet Pro 8710 Printer Support
• Download and install the latest drivers and firmware updates.
• Restart both printer and PC after installation.

Step 6: Reinstall the Printer (if issue persists)

• In Windows Settings > Bluetooth & devices > Printers & scanners, remove the printer.
• Re‑add it using “Add device.”
• This refreshes the connection without affecting stored firmware.

These steps are designed to ensure the printer communicates reliably with Windows 11 and the HP App. If the issue continues even after reinstalling and updating, it may indicate hardware limitations due to age. However, completing the above sequence often restores stable functionality.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[POed2]

Thank you very much.  Almost none of this is executable from the very start.  Every path I take to the "HP App" only takes me to "HP Smart."  This happens from all sites...HP sites, Microsoft Store, 3rd party, etc.  When I go to the basic "HP" application in the Play Store, it is for mobile devices only and will not let me install on my laptop.  Your first action said to,  "Open the HP App on your Windows 11 PC."  How do I do that given what I am experiencing now?  HP Smart Diagnose and Fix reports no problems found.  When I attempt to print, error message says Printer is Offline.  Thank you.

[POed2]

Hawks_Eye, a very interesting discovery this afternoon. We appear to have no issues printing to the 8710 from a newer desktop PC that we purchased back around Christmas time.  So the problem seems to be my laptop.  I'm thinking that an uninstall and reinstall at this point makes the most sense.  Does this seem reasonable?

[Hawks_Eye · Accepted solution]

Hi @POed2 

I acknowledge the discovery you made—that the OfficeJet Pro 8710 prints fine from your newer desktop but not from your laptop. This confirms the printer hardware and network are functioning correctly, and the issue is isolated to the laptop’s configuration.

Yes, in this situation, uninstalling and reinstalling the printer on your laptop is a reasonable next step. 

Here’s the recommended process:

Step 1: Remove the Printer from Windows

• Go to Windows Settings > Bluetooth & devices > Printers & scanners.
• Select your OfficeJet Pro 8710 and choose Remove device.

Step 2: Reset HP App

• Go to Windows Settings > Apps > Installed Apps.
• Locate HP App (formerly HP Smart).
• Select Advanced Options > Reset.

Step 3: Reinstall the Printer

• In Printers & scanners, select Add device.
• Allow Windows to detect the printer and add it fresh.
• Once added, open the HP App and confirm the printer shows as Ready.

Step 4: Update Drivers and Firmware

• Visit HP’s official support page for the OfficeJet Pro 8710:
  HP OfficeJet Pro 8710 Printer Support
• Download and install the latest drivers and firmware.
• Restart both printer and laptop after installation.

This refresh will clear any corrupted entries or outdated drivers that may be causing the offline status. Since the printer works fine with another PC, reinstalling on the laptop should restore stable functionality.

Regards,

Hawks_Eye

[POed2]

Hawks_Eye, this seems to have worked!  Thank you so much.  The only odd occurrence was when I was installing the "HP OfficeJet Pro 8710 All-in-One Print and Scan Driver and Accessories."  After that concluded, a popup opened saying, "We have an easier solution for you..." and it directed me to HP Easy Start.  I followed that link and it dead-ended with the dialogue just going gray.  But for now, printing and scanning has been normal from my laptop.  BTW, I thought it surprising that you did not have me uninstall the HP 8710 device software when you had me 'Remove' the printer.  Can you tell me why?  I'm just curious.

Again, thank you so very much.