Printer will only print from desktop, not phone or laptop

[ChefSharon]

Hello: My HP Envy 7100 is printing from a desktop on our wireless network but no longer from my laptop or iPhone. It's online, I've restarted everything numerous times, & the HP Print & Scan Doctor says, 'failed to communicate w/ your selected product.' I've had problems with the printer showing offline before but it was easily remedied. Not this time. What could be the problem? Thank you for your help.

[Betty0610]

@ChefSharon

Welcome to the HP Support Community.

I'd be happy to help.

Let's reset the network settings on the Printer:

Open the dashboard, touch (Wireless), touch (Settings), and then touch Restore Network Settings.

Once done, connect the printer to the Wi-Fi.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[ChefSharon]

Thank you. I followed these directions and my printer will still not print from my laptop. The error is the same, 'printer is offline.'  What's next?

[Betty0610 · Accepted solution]

On your laptop, try these steps:

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[ChefSharon]

I downloaded & reinstalled the software and I finally got it to print. Thank you.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day and stay safe!:)

[SofiaML]

Hi community users!

If the drivers are unavailable for your laptop's version of Windows, it is possible to install them using the built-in Windows driver as shown in the post below:

HP printer setup (Windows built-in driver) 

Regards,

SofiaML