printer off line

[AG155]

Hi My HP Envy 6020e is off line constantly. Unable to print form my computer. Any advises please ?

[Nal_NR]

Hi @AG155,

Welcome to the HP Support Community. 

I understand that you are facing connectivity issues. I’d like to help!

To provide you with an accurate solution, I'll need a few more details:

Make sure, your printer and your device are on the same network as 2.4GHZ only. 

Have you done any changes to your router network or software?

Is it a private (Home network) or a public Wi-Fi connection? Is Wi-Fi direct? Or Hotspot?
What device are you using the printer with a Windows computer, Mac, Android, or iPhone?

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Restart devices

Restart your computer or mobile device and the printer. If you are using a network printer, restart the router to clear any error states.

If your printer connects to a Wi-Fi network, disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.

If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.

With the printer turned on, disconnect the power cord from the printer and from the power source.

Turn off the computer or mobile device that the printer was set up with.

If the printer was set up on a Wi-Fi network, restart the router.

Reconnect the power cord to the printer and to a wall outlet.

NOTE:

HP recommends plugging the printer directly into a wall outlet.

Turn on the computer or mobile device.

If the printer connects to a Wi-Fi network, check the connection to make sure the same network is used by the printer and the device.

Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.

Printer: Check the Wireless light on the control panel. If it is solid blue the printer is connected.

 

Run Diagnose & Fix from the HP Smart app (Windows, macOS)

Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.

Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers drop-down menu (macOS).

If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).

LOCATION OF THE DIAGNOSE & FIX ICON IN THE LOWER LEFT (WINDOWS) AND FROM THE PRINTERS DROP-DOWN IN THE TOP MENU BAR (MACOS)

Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.

On the diagnostics results screen, follow the instructions to resolve any issues found.

 

Check the printer and network connections

Identify issues with Wi-Fi, USB, and Ethernet connections that can cause the printer to go offline or be unavailable.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Wi-Fi connection

Move the printer within 8 m (26 ft) of the router or range extender, and then check the Wireless light . If it is solid blue the printer is connected to the network. If the light is off or flashing, the printer is not connected. Go to HP printer setup (Wi-Fi network) for more information.

Open the list of available networks on the computer or mobile device and make sure it is connected to the correct network. A check mark or Connected status displays next to the network name when connected. Do not connect to DIRECT-xx-HP [your printer model name].

NOTE: A printer connection cannot be established over public or guest networks that require a guest login or confirmation of use, such as networks used in schools, hotels, or coffee shops.

Check the Wi-Fi signal strength on the computer or mobile device. If the wireless icon shows a weak signal , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

If a USB cable is connected to the printer, disconnect it to ensure Wi-Fi is enabled.

Wired network (Ethernet) connection

Disconnect the Ethernet cable from the router and the printer. Check the cable for damage, and then make sure that it is an Ethernet cable and not a phone cable. It should have eight visible wires on the connector.

Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer Ethernet port . The green light on the Ethernet port is steady and the orange activity light blinks when the connection is established.

NOTE: Some printers might not connect immediately. Wait for the Ethernet icon or the Wi-Fi icon light to turn solid on the printer control panel.

USB connection

Disconnect the USB cable from the computer and the printer, and then inspect the cable for damage. Replace the cable if necessary.

Do not use a cable that is longer than 3 m (9 ft 10 in).

Connect the printer USB cable directly to a USB port on the computer. Do not use a USB hub.

Try and follow all the steps from this document and see how it goes. 

Hope this helps! Keep me posted for further assistance.
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