offline, fail to communicate/ not printing - smart tank 519

[mic31]

I have the wireless smart tank 519 (510 series). it is connected with a cable to a computer and to a home network. I have another computer on the network that up until recently printed perfectly. I don't know what happened but the second computer stopped printing. the printer is said to be offline. I run the scan fix - it fails to communicate with the printer. it does see it though. The printer is set to default.  I tried to reinstall the drivers. I tried to create a new port.  nothing works. what should I do?? thank you

[Betty0610]

@mic31

Welcome to the HP Support Community.

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!

[mic31]

Hi. I run the scan doctor - it detected the printer, tried to communicate with it, but got stuck right at the end. I did the root uninstall (not an easy task). 

Then I reinstall the printer with hp smart. When I run the "add a printer" I can see the printer, it has a green dot saying it's Online, but when I choose it in order to set it up, it says to select a different printer and that it needs to be turned on - which it is. 

Please help me with a solution. it worked great up until a while ago. it can do this, i have no idea what changes and it drives me crazy.

thank you

[Betty0610]

Restart your Computer and try again.

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!

[mic31]

I did the restart and tried again. Nothing changes. i can see the printer, it is the default one, but the scan doctors fails to communicate with and and printing is not happening.

[Betty0610]

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

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!

[mic31]

NOTHING. That is so frustrating. I did the last suggestion with a restart. I can see the printer. it is the default printer. the scan doctor detects it - but it will not go through the entire process. 

[Betty0610]

I recommend you to contact the HP Support Team regarding this as they can remotely access your Computer and help you faster.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

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

Thanks!

Have a great day!

[mic31]

Hi,

I don't see the option of remote access. I get service locations, but the printer works fine from one of the computers but not from the other (as I said - it once did).

by the way - if it's an indication - my printer wasn't located, but I manually looked it up (successfully).

I need more guideness. 

Thank you