Printer offline says computer

[Ahmerz50]

My HP computer is telling me that my HP printer is offline. The printer will not print or scan. HP support assistant says printer is offline as well. Printer is turned out, shows connected to internet as is computer. I have tried everything suggested by HP support and virtual agent. This is really challenging it has been almost 3 hours and situation with printer not changed. I need to scan and print.

[Sneha_01]

Hi @Ahmerz50 ,

Welcome to HP Support Community.

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

May I know which printer are you using? In the meantime, you may try the steps mentioned below:

Restart devices:

• Restart your computer or mobile device and the printer to clear any error states. If you are using a network printer, restart the router.
• If your printer connects to a Wi-Fi network, disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.
• If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.
• Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.
• Turn off the computer or mobile device that you are attempting to print from.
• If the printer was set up on a network wirelessly or with an Ethernet cable, restart the router.
• If necessary, reconnect the power cord to the printer and to a wall outlet, and then turn on the printer.
• Turn on the computer or mobile device.
• If the printer connects to a network, check the connection to make sure the same network is used by the printer and the device.
• Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.
• Printer: Check the Wireless light on the control panel. If it is solid blue, the printer is connected.

Run Diagnose & Fix from the HP Smart app (Windows, macOS):

• Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers menu (macOS).
• If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).
• Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.
• On the diagnostics results screen, follow the instructions to resolve any issues found.

Check the printer and network connections

• Identify issues with Wi-Fi, USB, and Ethernet connections that can cause the printer to go offline or be unavailable.
• Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.
• Check Wi-Fi network connection.

Update the printer firmware:Please find the detailed instructions mentioned in the link below: https://support.hp.com/us-en/document/ish_2026537-1681507-16

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support