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‎06-01-2024 04:50 PM

HP Recommended
Product: HP OfficeJet Pro 8710 All-in-One Printer
Operating System: Microsoft Windows 11

I'm having problems getting any of my programs like Word, Excel, ect. to print from my MS Surface Pro 6. It indicates the  printer is offline or asleep. and yet the printer is physically on, and I can print things from my tablet without problems. Use of the HP "Print Doctor" app indicate a problem is with a "port" connection (which it tried to fix unsuccessfully). when I check the port info from the printer for the IPv4 port I get an IP address of 192.168.1.213 and from the printer info from the Surface I find the IPv4 IP address there is 192.168.1.227. I assume this maybe the problem but cannot find any direction on correcting the situation or if it needs to be corrected at the printer or in the settings on the Surface. Anyone else have this type of problem or anything similar?

1 REPLY 1

‎06-03-2024 08:08 AM

HP Recommended

Hi @DrmrBoy_71,

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

It sounds like you're experiencing connectivity issues between your Microsoft Surface Pro 6 and your printer, resulting in the printer being shown as offline or asleep in programs like Word and Excel. Here are some steps you can take to troubleshoot and resolve this problem:

1. Check Printer Connection:

  • Ensure that your printer is connected to the same Wi-Fi network as your Microsoft Surface Pro 6.
  • Verify that the printer is powered on and not in sleep mode or offline.

2. Restart Devices:

  • Restart both your Microsoft Surface Pro 6 and your printer. Sometimes a simple restart can resolve connectivity issues.

3. Update Printer Drivers:

  • Make sure you have the latest printer drivers installed on your Microsoft Surface Pro 6. You can download the drivers from the printer manufacturer's website.

4. Set Correct Printer as Default:

  • Open the Control Panel on your Microsoft Surface Pro 6 and navigate to Devices and Printers.
  • Right-click on your printer and select Set as default printer.

5. Check Printer Status:

  • Open the Control Panel on your Microsoft Surface Pro 6 and navigate to Devices and Printers.
  • Right-click on your printer and select See what's printing. Ensure that there are no pending print jobs and that the printer is not set to offline mode.

6. Update Printer Firmware:

  • Check if there are any firmware updates available for your printer. Visit the printer HP website for instructions on how to update the firmware.

7. Check Printer IP Address:

  • If the printer's IP address on your Microsoft Surface Pro 6 is different from the one shown on the printer itself, it could indicate a network configuration issue.
  • Go to the printer settings on your Microsoft Surface Pro 6 and ensure that the correct IP address is configured for the printer.

8. Restart Router:

  • Restart your router to refresh the network connection. Unplug it from the power source, wait for a few seconds, and then plug it back in.

 

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

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Sneha_01- HP support
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