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Printer shows as offline

HP Recommended
HP OfficeJet 6960
Microsoft Windows 10 (64-bit)

My printer shows as offline through my desktop. I can still print to it wirelessly, but not use scan to PC. They're both on the same wireless network.

 

If I connect through my laptop, it works fine.

 

I've run the diagnostic tool about 8 million times and it says the problem is fixed, gets me to reboot, and the problem is not fixed.

 

It *has* worked in the past, and I can't think of anything I've changed to stop it working.

 

TIA


Anton

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@Anton78

 

Welcome to the HP support community.

 

Use HP Print and Scan Doctor to check connectivity

Download HP Print and Scan Doctor.

  1. Run HPPSdr.exe from the download location on your computer.

  2. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

    • If your printer is not in the list, turn it off and on, and then click Retry.

    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

  3. If a screen prompts you to turn on printer updates, click Yes.

  4. If a screen prompts you to make your printer the default printer, click Yes.

  5. Try to print.

Assign a manual IP address and that should fix the issue.

A Network Configuration Page lists important network settings such as network status and the printer IP address.

  1. Load plain white paper in the input tray.

  2. From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .

  3. Swipe up on the display, and then touch Reports.

  4. Touch Network Configuration Report.

Setting a Static IP Address

Once you know your printer’s IP address from the page you printed, entering it is pretty easy. Here’s what you do:

HP Printer Static IP Address

  1. Run your Web browser.
  2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
  3. Click the Networking tab.
  4. Under Connections, click Wireless.
  5. Under IP Address Configuration, click Manual IP.
  6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
  7. Click Apply.

You can refer this HP document for more assistance:- Click here

 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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Thanks @sandytechy20. It's *sort of* fixed the issue. The printer is still showing as offline, but I can now scan direct to it, which is a bit odd.

 

Anton78_0-1601112691404.png

It shows as offline, but if I click the scan button, it works, as does printing. This isn't too much of an issue, but I wanted to make sure I'd still automatically get ink sent through, etc.

 

Thanks,

 

Anton

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Oh and that picture hasn't worked. I'll try here.Printer Offline.PNG

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@Anton78

 

Perform root level uninstallation to remove all the printer related software's.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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No joy there I'm afraid, still shows as offline in the HP Smart app. Still works though, which is a plus 🙂

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@Anton78

 

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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