Wireless printer intermittently drops offline

[StoneLaughter1]

My PC often complains that my Envy 5020 is offline - despite the fact it clearly isn't. I can print from my mobile; I can PING the printer from my PC; the printer will happily access online services; and even more to the point, HP Smart says that the printer is online, and displays up-to-date information from it.

I have run both HP and Windows' troubleshooter, with no meaningful results - although I followed all recommendations to the letter including removing all HP Printer-related software from my PC and reinstalling it.

And yet - when I go to print, I often get "Printer Offline" in the print dialog, and the only way to get it back is to reboot the printer and stop/start the PC Spooler service.

Can you please give me some information about which ports the PC uses to keep the printer alive, or what configuration I can do, to prevent this happening?

As an aside: this has been happening with every HP Printer I've had for many years (most of which have been the All-In-Ones, ENVY series) - so I'm not convinced it's the HP side of the software, but Windows... but I'm happy to be corrected.

Thanks in advance...

[Kumar0307]

@StoneLaughter1, Welcome to the HP Support Community! I’m here to help.

I see that you are not able to print wirelessly from the computer. 

• Restart the router, the printer, and the PC
• Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

• Which application are you trying to print from?
• Have you tried printing different types of documents like PDF, Word, or Webpages and check if the issue persists?

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[StoneLaughter1]

I see that you are not able to print wirelessly from the computer. **rolleyes**

Restart the router, the printer, and the PC

Done - but the fault is intermittent. You will see from my original post that the only way to get the connection working again is to reboot the printer and sometimes to also restart the spooler service.

Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.

Both are on the same network

If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

The two networks have different names.

Which application are you trying to print from?

It is not application specific. Windows shows the printer offline.

Have you tried printing different types of documents like PDF, Word, or Webpages and check if the issue persists?

It is not file type specific. Windows shows the printer offline.

OK, so can we please go past the scripted responses and start investigating the issue - maybe answering the specific questions in my post?

[Kumar0307]

@StoneLaughter1

The printer uses the WSD port while auto-configuration. And, that is just not a scripted response. Those are the basic steps to be verified to resolve a connectivity issue.

Install the printer using the TCP/IP port:

Check for any pending Windows updates first.

1. On the PC, go to Control panel > Devices and printers > Remove the existing printer entry > click on Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
5. Type in the 'IP address in Hostname or IP address' box, click next
6. Proceed to the next steps by following the on-screen instructions.

Try printing. Do not use any HP apps. Open the File > Print.

Let me know how it goes.