Printer is Offline/Asleep

[IDontTrustStew]

I have an HP Envy 6020e printer We recently changed to Google Fiber but the printer would sometimes go offline even before then. Now, if I try to print anything it shows as being offline, but the HP Smart App typically shows it as being asleep (though right now it's showing as "Ready", but it still won't print anything). When I run Check and Fix it says that it's working properly, but if I try to print anything it just goes to the print queue and nothing happens. Pressing the power button to wake it only turns off the printer. In my router settings it does say that the printer is logged on to the network. I've unplugged the router, the printer and any of the devices that I've tried to connect to the printer (all of which shows the same thing in the HP Smart App). I tried using it as a copier and it did work to copy an item, and though it seems to have gone from asleep to ready it still won't do anything (and still shows as offline in Word). I made sure all my drivers are up-to-date as well.

The only other thing I might think of is to update the firmware, but I don't have any way to do so if I can't get my computer to communicate with the printer.

Anyone have any other suggestions?

Thanks in advance. 

[VikramTheGreat]

Hi @IDontTrustStew,

Welcome to the HP Support Community.
 

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

It sounds like your HP Envy 6020e is connected to the network but stuck in a state where print jobs queue without executing, a common issue after network changes or sleep/wake glitches. 

Here’s a structured approach to fix it:

1. Confirm Printer Status

• On the printer’s control panel, print a Network Configuration Page: 
  • Press Information button (or i icon) → Print Info Page.
  • Check that the printer has a valid IP address (not 0.0.0.0 or 169.x.x.x).

2. Assign a Static IP

Dynamic IP changes (especially after switching to Google Fiber) can confuse the driver.

• In a browser, enter the printer’s IP (from the config page) to open the Embedded Web Server (EWS).
• Go to Network → Wireless → IPv4 Settings → set Manual IP using: 
  • IP: something like 192.168.1.250
  • Subnet: 255.255.255.0
  • Gateway: your router’s IP (e.g., 192.168.1.1)
• Apply and restart the printer.

3. Update Printer Driver & Port

• On your PC: 
  • Go to Control Panel → Devices and Printers → Right-click printer → Printer Properties → Ports.
  • Ensure the port matches the printer’s IP (use Standard TCP/IP Port).
• If not, add a new port with the correct IP.

4. Firmware Update

Since HP Smart can see the printer, you can update firmware via EWS:

• In the browser EWS, go to Tools → Printer Updates → Check Now.
• Or use HP Smart → Printer Settings → Advanced Settings (opens EWS).

5. Disable Sleep Mode (Optional)

• In EWS: Settings → Preferences → Energy Settings → set Sleep to a longer time or disable.

6. Restart Everything

• Power cycle the printer, router, and PC after changes.

If Still Offline:

• Remove the printer from Windows → reinstall via HP Smart using the new static IP.
• For iOS/Linux, add the printer manually using the IP.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat