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Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: Printer Wi-Fi, Connectivity Issues and Offline Status..
mikey571
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Wireless printer will not test print from control panel

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ENVY 5020

Hi, 

I've had the printer for 2 years. Worked fine. Last 2 months it will not print. Its online - blue light on and says wireless connected and also shows wifi details but says its offline when I send a print job via laptops and mobiles (all 5 in our house the same). Rebooted several times. Done absolutely everything on forums and online help, virtual  assistant, HP scan and print doctor etc. Nothing. IT WILL NOT EVEN TEST PRINT FROM THE CONTROL PANEL! Most suggested solutions involve supposed problems from my laptop but don't explain why it wont print from any device or from the control panel. I signed up to instant ink and keep getting emails to say i need to connect the printer so they can check the ink levels but it is connected. Any ideas please - I'm ready to scrap it and but new - but not HP!

3 REPLIES 3
Kumar0307
HP Support Agent
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@mikey571, Welcome to the HP Support Community! I’m here to help.

 

I understand you are not able to print as it says offline. To assist you better, are you using the HP Smart app to print? Let us try these steps:

 

Try making a standalone copy from the flatbed glass and check if that works. By this, we can conclude if this is a hardware or a driver issue.

 

  • Restart the wireless 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.

If the above does not help,

On the printer screen, go to Setup > Network Setup > Restore network settings

Go back to Network > Wireless > Wireless setup wizard and select your network.

 

Print a Network Configuration Page

  1. On the printer control panel, touch the Setup icon .

  2. Touch Tools.

  3. Swipe down the display, and then touch Network Configuration Page.

    A Network Configuration Page prints up to three pages of information.

Hope this helps! Keep me posted. 

 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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mikey571
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Hi Kumar0307,

Thanks for replying.

The print suggestions you advise don't work. As I said in my post it won't print from the control panel, hp smart app, or anywhere!

I checked the router is on the 5Ghz network so I went into the printer settings and made sure that the printer is set the same, where it originally was both 2.4 and 5. Rebooted. Ran the wireless setup wizard and as usual it shows everything connected and gives all the network information - IP address, MAC address etc but still does not print! 

 

 

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Kumar0307
HP Support Agent
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@mikey571

 

If the printer is not printing test reports and if you are not able to make copies, it means this is a hardware issue.

Do you get a blank page or the printer does not respond at all?

 

The last thing to try would be a factory reset. 

 

Keep me posted.

KUMAR0307
I am an HP Employee

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