Printer offline

[DianaUWC]

I have to reconfigure my printer every three days because it keeps going offline! It's my only printer, and it's set as default. All drivers, firmware, software and Windows 10 are up-to-date. There are no issues with my router. 

HP Printer & Scan Doctor says it can't help with the issue and refers me to the Virtual Assistant. I've done the steps in the Virtual Assistant FIVE TIMES IN THE LAST TWO WEEKS. Yet the printer keeps going offline.

HPP&SD also suggests I uninstall and reinstall the printer, but then my computer and printer can't connect correctly and I get errors in the installation process which never completes - but yet my printer remains connected, though offline.

I am FED UP with this situation. I'm trying to find a phone number so I can talk to someone, but there isn't one listed. I subscribed to Instant Ink just so I'd have support with a printer that is out of warranty, but can't access support at all, and whatever support I do access doesn't solve the problem since it keeps recurring.

Short of buying a new printer, what else can I do?

[TEJ1602]

@DianaUWC, Welcome to HP Support Community!

I see that you are facing Printer Offline issues intermittently, this could be due to the connectivity or the drivers installed. Let us try to isolate and resolve the issue-

You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

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”

8). Click on the “Drivers” tab 

9) Look for the 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.

Use this link to download and install the new driver. Configure the printer.

Add a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab, and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try printing.

Hope this helps! Keep me posted. 

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