computer won't link to printer, says it is offline. Asking for pin- but not recognising wifi pin

[sunshine0077]

We have a printer , and would like to connect to 2 lap tops. Up until recently this has worked. Now the lap top 2 is saying printer is offline.  If you look at the printer it says it is connected to the wifi.  The lap top asks for an 8 digit pin. I have tried wireless pin and password from wifi router, and this isn't recognised.  I can't see any 8 digit pin on the printer.  

I've been through the various bits of advice on the website and am not getting anywhere.  Is there any way to speak to a person? 

Thanks

[praveen196]

@sunshine0077 Welcome to HP Community!

I understand that the printer is showing offline.

Pelase restore n/w settings and reconnect the printer to the network

1.      Turn off the Router, Printer, and computer/ mobile devices.  

2.      Wait for 60 seconds.  

3.      Turn on the Router first and wait for all the lights to stabilize.  

4.      Turn on the printer and allow it to configure itself.  

Make sure the printer and the PC/Phone are connected to the same wireless network.  

·         This printer supports only 2.4GHz networks. So, the PC should be on the 2.4GHz 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 the networks. 

Please perform the clean reinstallation of Pre-installed HP drivers

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, restart the computer. 

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Keep us posted,

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