Officejet pro keeps going offline

[Majikthyse]

I've been using this printer on wireless for some time but it does go offline occasionally and has to be switched back online. But I've spent all today trying to get it back online, without success. I have reinstalled the software 3 times, and tried USB, wi-fi and ethernet, to no avail. Windows troubleshooters are useless, as are HP diagnostics. This is on a Samsung Q330 laptop.

But the very  odd thing is that it works with another (old desktop) Windows PC on the network. At present it's connected via ethernet, and the desktop PC can print. There is something wrong with the settings on the laptop PC and I am baffled as to what it is.

Ethernet, wi-fi and USB all work fine on the laptop for other devices, only this printer is being difficult. Ink levels are all fine, no alerts, altjhough they are 3rd party cartridges.

[Majikthyse]

I have worked around this. I had to create a new TCP/IP port for the printer. I could only get the IP address by running the Print and Scan Doctor. This is not much use for diagnosis but it did get me the address. No real problem running it on ethernet, although wi-fi would be nicer, but it just doesn't work.

[Jay_G24]

Hi @Majikthyse,

I'd like to help!

Set a manual IP

Press the ( Wireless ) button and the ( Information ) button together to print the network configuration page and the wireless network test report.

--->Take down the IP Address and then 

--->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- follow the below instructions-

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    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.  

d.    Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[Majikthyse]

Thanks for your instructions, but I am further back than before. I set the manual IP address and now I can't even print via ethernet, I suspect that Windows became confused because we have a w-fi repeater in another room and that's why the printer software thought there were 2 printers not one. The original network configuration was:

Printer connected to router via wi-fi.

Desktop PC connected to router via ethernet, and laptop via wi-fi.

The laptop now recognises the printer but can't send any print jobs. It can command an internal print. Even without the wi-fi repeater Windows still can't cope.

[Jay_G24]

Please share the wireless test report.

[Majikthyse]

[Majikthyse]

I am unable to upload the report. Please click this link.

[praveen196]

@Majikthyse

Thank you for the information.

Please perform the clean reinstallation of Pre-installed HP drivers

1.       In Windows, search for and open Programs and features   

2.       Select your HP Printer   

3.       Select Uninstall   

4.       In Windows, search for and open Devices and printers   

5.       In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’   

6.       Open up the run command with the “Windows key + R” key combo.   

7.       Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)   

8.       Click on the “Drivers” tab   

9.       Look for HP Printer driver. If you see it Click on it and click Remove at the bottom   

10.   Select Ok   

11.   Select Apply and Ok on the Print Server Properties windows   

12.   Close Devices and Printers, restart the computer. 

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Have a nice day!!

[Majikthyse]

Thanks Praveen196

I followed all this carefully, and exactly t he same thing happened as before. The installer got to the stage of completing the process online, and reported that there is no internet connection. This is quite untrue - the PC has both wi-fi and ethernet connections, and it doesn't matter which is connected, the installer says the same. So I had to exit installation, and I still can't print. A test page throws an error.

[praveen196]

@Majikthyse

I would suggest you try the Windows built-in drivers. Follow the steps below: 

  

•    Go to Control Panel - Devices and printers - Click on "Add printer" and follow the on-screen instructions. 

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated. 

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane. 

  

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help 

Have a nice day!!