Printer Always Showing Offline

[Whizzer]

My HP Envy Photo 7855 continually shows as offline.  Windows printer diagnostics say they can't fix it.  .HP Smart Diagnostics usually run though saying the problem is fixed.  The printer will again show Online - but as soon as I try to print (using a one-page Word document) it immediately goes Offline. Print jobs linger stuck in the queue until they eventually vanish.  Print & Scan Doctor similarly runs through saying all problems are fixed and even prints a test page.  But again, any real printing fails saying the printer is Offline.

Note: I'm running an old Print & Scan Doctor because trying to run the latest download gives an error of "Cannot open the folder for the Webpack."

I've powered off printer and computer, and even cabled the printer to the PC in case this was a network problem.   All this happened a few weeks back.  I did everything above apparently without effect, but then hours later the print jobs came through.

Help!

[Kumar0307]

@Whizzer, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to print as the printer goes offline intermittently.

Install the printer using the TCP/IP port:

Check for any pending Windows updates first.

1. On the PC, go to Control panel > Devices and printers > Remove the existing printer entry > click on Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
5. Type in the 'IP address in Hostname or IP address' box, click next
6. Proceed to the next steps by following the on-screen instructions.
7. Try printing. Open File > Print

Hope this helps! Let me know how it goes. 

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

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Whizzer]

The steps above didn't solve this.   It kept saying it didn't recognize the IP address.

Then the process asked me to enter the WPS PIN.  Didn't realize this was showing on the printer display - but only for 30 seconds.  Retried and this time got the WPS PIN in.  Still no printing. 

It then recommended adding the printer from the Start Menu's HP folder.   Tried this,  First wanted an ethernet connection from router to printer.  Huh?  Never seen that.  Tried it (not an easy physical connection!) but nothing resulted.  Then tried a wireless connection.  Still no luck.  Tried a USB connection.  All these ran to conclusion, but printer still not printing.  Everything SHOWS it's Ready, but when you print nothing happens. Now a Print try gets a separate HP pop-up box asking which connection I want:  wireless or USB.  USB is no longer connected.  ??  Choosing wireless though gets nothing.

Not sure how many paths I took in trying to resolve this.

Again, it's like the printer is connected, setup and all ways fine.  The computer sees the printer.  Printer says it's Ready.  Until you try to print something. 

[Kumar0307]

@Whizzer

I see that you have tried all the possible ways to connect the printer. Let us check these parameters:

• Restart the router, the printer, and the computer

On the printer screen, go to Setup > Network Setup > Restore network settings

Go back to Network > Wireless > Wireless setup wizard and select your network.

• Make sure the printer and the computer are connected to the same wireless network. Either 2.4 or 5GHz network.
• 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.
• This printer supports WPA encryption, check if the router is on the same encryption method. If using WEP or WPA-PSK+FT change it to WPA-PSK

Once the devices are connected, you may either use the HP Smart app or install the printer using the IP address and check if that helps.

The last resort would be to use a USB cable and convert it to wireless. Refer to - Changing from a USB to a Wireless Connection

Let me know how it goes.

[Whizzer]

By hooking up via a USB cable, I've managed to be able to print again.  This hadn't worked before though.  It may have taken total power off to all devices.

However, the physical arrangement using USB cable isn't optimal.  I tried the "Changing from USB to wireless option".  It keeps saying it's "Unable to see device": PC network name (SSID): Unable to retrieve

I don't get this.  The network configuration page - from the printer itself - shows that it sees my WiFi network.  (Heck, it sees my neighbor's and his house is 100 yards away!)  The PC sees it as well.  Do I need to disconnect the USB cable when trying this to "force" it?  Seems like I should be able to print wired or wireless.

Still not 100% there yet.

[Whizzer]

In fact, the Wireless Setup info on the printer itself says a wireless connection is in place.  Everyone sees everything - except when you want to really connect.

[Kumar0307]

@Whizzer

Did you follow the steps mentioned in my previous post to reset the wireless settings and reconnect the printer?

Did you check for the parameters mentioned?

During the USB to wireless conversion, the software will let you know when to disconnect the USB cable.

Keep me posted.

[Whizzer]

I thought these options were either/or, so opted for the Change USB to wireless.

So I did the others, verifying Wife network names matched, WPA-PSK, and all.  I also restored the settings on the printer, and ran the Wireless Setup Wizard.

This caused my PC to want to essentially install a new printer.  This took a long time, including installing a new Easy Start app then HP Smart again.  (Opening IE to have me log into my account?  Really?) 

After going through all that, my printer still will not print wireless.  Only USB.  As before, everything shows as fine - printer ready and online - until you try to print. Then you just get a generic "error printing" box.  Which won't clear.  Print & Scan Doctor keeps "fixing" the queue and the port - but even the test page won't print.

Now I can't even print via USB!  ARGH!

[Kumar0307]

@Whizzer

Reinstalling the software was not required. 

Print a Network Configuration Page 

On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .

Swipe up on the display, and then touch Reports.

Touch Network Configuration Page to print the page, which can be up to four pages long.

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address or refer to the test page.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• Try printing a test page from the EWS page of the printer.

Let me know how it goes.

[Whizzer]

Believe me, I didn't want to reinstall the software.  I didn't do this intentionally, if I had any role at all.  It seemed to just do it.

I IPed into the printer.  Via USB, test page printed fine.  Disconnected USB.  Test page again printed fine.

Tried a one page Word document.  Printer shows as offline.

Two different printers are showing.  "HP ENVY Photo 7800 Series" appears to be the USB connection.  "HP 7678CB (HP ENVY Photo 7800 Series) appears to be the wireless connection.  I don't recall two printers showing before all this began.  Is that how it's supposed to work:  different printers depending on the connection method?

Tried the Wireless Setup Wizard showing at the printer page.  Connected to my WiFi network.  Page says its all good.  Tried to print using both printers shown.  First did nothing, then showed as Offline. (USB not connected)  Second just gave an error.