Printer is offline although scanner and cartridge recognition is working

[Komavary]

I have an interesting connectivity issue. 

My printer is an OfficeJet Pro 9016, and I have an instant ink subscription.

It worked perfectly until one day it went offline, with the error message of using the wrong 5 GHz channel. (I did not change any settings). 

Windows recognises the printer as online.
HP print and scan doctor could not find any issue.
HP smart could not find any issue, although it states that the printer is offline.

Meanwhile, the scanner works perfectly. The printer identifies the cartridges and their ink level (and that the printer needs to be reconnected to Instan Ink - until then I could not even print test pages)


I have tried the following:
Using an ethernet cable to connect the printer to the router, turning on and off wireless mode, switching off 5 Ghz, uninstalling and reinstalling the printer in windows (the system recognizes it as the printer on the network), doing the same with HP Smart, run HP print an scan doctor, the result is the same:

Printer is offline, scanner works perfectly,Instant ink could not be activated.

Is there anything else I can try?

[Raj_05 · Accepted solution]

Hi @Komavary,

Welcome to HP Support Community.

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

It sounds like you're dealing with a multi-faceted connectivity issue that may involve both network and software components. Here are several steps to try that might resolve the problem.

Restart Devices

• Restart Printer: Turn off the printer, unplug it for a minute, and then plug it back in and turn it on.
• Restart Router: Turn off your router, wait for a minute, then turn it back on.
• Restart Computer: Restart the computer you're trying to print from.

Check Network Configuration

• IP Address: Ensure the printer has a valid IP address. You can usually find this in the printer’s network settings.
• Static IP: Assign a static IP address to the printer through your router’s configuration settings.
• Same Network: Ensure both your computer and the printer are on the same network (SSID).

Update Printer Firmware

• Firmware Update: Check for and install any available firmware updates for your printer.

Reconfigure Network Settings

• Forget and Reconnect: On the printer, forget the current network and reconnect to the Wi-Fi network.
• Dual-Band Router Settings: If you have a dual-band router, ensure the printer is connected to the 2.4 GHz band if it has issues with the 5 GHz band.

Printer Driver and Software

• Uninstall/Reinstall Drivers: Completely uninstall the printer drivers and HP Smart software from your computer, then reinstall the latest versions from the HP website.
• Compatibility Mode: Ensure the software and drivers are compatible with your operating system version.

[Raj_05]

HP Smart App and Instant Ink Connection

• Log Out and Back In: Log out of your HP Smart account and log back in.
• Re-register for Instant Ink: Go through the process of reconnecting the printer to your Instant Ink account.

Firewall and Antivirus Settings

• Disable Temporarily: Temporarily disable your firewall and antivirus software to see if they are blocking the printer's connection.
• Add Exceptions: Add the printer’s IP address as an exception in your firewall and antivirus settings.

Advanced Network Troubleshooting

• Ping Test: From your computer, run a ping test to the printer’s IP address to ensure it’s reachable. Open Command Prompt and type: ping [printer IP address].
• Port Forwarding: Ensure necessary ports (such as 9100 for printing) are not blocked on your router.

Printer Reset

• Factory Reset: Perform a factory reset on the printer. This can usually be done from the printer’s settings menu. Note that this will clear all settings and you’ll need to set up the printer from scratch.

By systematically going through these steps, you should be able to identify and resolve the connectivity issue with your OfficeJet Pro 9016 printer.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Komavary]

Hi Alden4,

Thank you for your  detailed reply.

I have tried all these suggestions, without success.

What I have found is that the Web services were turned off - when I turned them on in HP Smart, the printer started to work again.

[Raj_05]

Hi @Komavary,

Thank you for your response, 

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support