cancel
Showing results for 
Search instead for 
Did you mean: 
Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: Printer Wi-Fi, Connectivity Issues and Offline Status..
David4503
New member
1 0 0 0
Message 1 of 2
59
Flag Post

Printer is permanently offline

HP Recommended
Photosmart 5520

My printer was working fine until a couple of weeks ago when it went permanently into 'Offline' status. I am running Windows 10, version 2004. There was an update to this a few weeks ago but I'm not sure if it's connected to the problem or not. The printer, which is wireless, works with other devices, but not my desktop.

When I run HP Print and Scan Doctor, the printer comes up as one of the products visible from my computer. But it is then unable to communicate with the printer. The printer also doesn't appear in Device Manager.

I have removed/uninstalled the printer and driver, but when I try to reinstall it I get a message saying 'unable to find printer'. I have tried installing a new IP port but that didn't work.

I have not updated my firewall. I had a Windows update on 13/9/20, and an HP Printer driver update on 20/10/20.  

1 REPLY 1
KrazyToad
HP Support Agent
HP Support Agent
20,131 20,113 1,228 1,247
Message 2 of 2
Flag Post
HP Recommended

@David4503

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

I suggest you uninstall the printer driver from root level and download the full feature software driver

 

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
13.) Restart the computer and download the full feature software driver Link: https://ftp.hp.com/pub/softlib/software12/COL42577/mp-108807-3/PS5520_1315-1.exe and follow the onscreen instructions

 

Thank you

 

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation