printer offline

[AnotherRufus]

Hi.

It may be several days ago that I last used my printer. (I don’t use my printer that often.) This morning I picked up a piece of paper in front of the printer. It gave me a Wi-Fi Direct PIN code fro my printer and said that the code would be valid for only 2 minutes. I have no idea when or why that page was printed.

I then ran HP Smart and saw that my printer was offline. Something like that (offline) has happened once or twice since I purchased the printer a couple of years ago. I’m not sure how I fixed it – I think I may just have rebooted my computer – but the problem disappeared. So I tried rebooting; didn’t work. However, a page came out of my printer. On this Printer Information Page it states “This printer is not connected to a network. Wireless has been turned off. Press the smaller Wireless Setup button on the back to turn on wireless.” I did. Nothing changed.

Checked Settings>Devices>Printers & Scanners>my ENVY Pro 6400 shows as offline.

Click link to printer. Click Manage link then Run the Troubleshooter. Result: Windows could not fix problem. Clicked Next. Detecting additional problems. Two results: (1) Printer cannot be contacted over the network. Not fixed; (2) Your computer appears to be correctly configured, but the device or resource is not responding. Detected.

One more thing. One of the many websites I have visited today referred to a wifi icon in my taskbar. There is none.

Since I am not longer able to print, suggestions would be appreciated.

Thanks.

[Betty0610]

@AnotherRufus

Welcome to the HP Support Community.

I'd be happy to help.

Do uninstall and reinstall the HP Smart App.

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!

[AnotherRufus]

Hello Betty.

Thanks for your reply.

Over the last several hours I have been carrying out your instructions up to “If the issue still persists…” with no success. In steps 2 and 3 of the next attempt, you say to select the printer and uninstall.

I have found a reference to my printer in three locations:

in Device Manager > Printers, there is HP ENVY Pro 6400 series PCL-3;

in Control Panel > Hardware and Sound > Devices and Printers, there are three entries: (1) DO NOT DELETE – Needed for HPB21780…; (2) HP ENVY PRO 6400 series (with a green checkmark on the image); (3) HPB2178…comcast.net;

In Settings > Devices > Printers & Scanners, again 3 items (1) DO NOT DELETE – Needed for HPB21780… App available for this device; (2) HP ENVY PRO 6400 series, Default, Offline; (3) HPB2178…comcast.net

Should I delete all of these, including the ones that say not to delete?

I will wait for your response before I continue.

Rufus

[Betty0610 · Accepted solution]

Yes, if you've no other Printer, please do delete all.

[AnotherRufus]

Hi again.

Bottom line: printer is fixed. Thank you.

A couple of minor points, probably because in slight changes in Windows 10.

Following step 15, restart computer, I download and installed software, entered my printer name and installed hp smart. When it opened it showed that my printer was offline.  I then followed the (recommended) link to learn to set up printer successfully.

With hp smart open, I clicked Add printer.

HPB2178…comcast.net (Envy Pro 6400 series) appears and it is shown as online.

“Follow the guided setup screens to complete the printer setup.”

Clicked on printer image.

Message appeared: “HP ENVY Pro 6400 series must be turned on to add it to HP Smart. Once the printer is turned on, tap OK to refresh, and then select the printer again.”

Printer is already turned on. The wireless light on the control panel is on, solid blue. So I clicked OK. Another search for printers by HP Smart. Same result. Clicked the printer image.

After a short time, “Print driver successfully installed”

I then clicked Continue

HP Smart again appears, this time showing Ready as the printer status.

Again, thank you for the guidance.

Extra: As I wrote in my original post, the problem seems to have started when a piece of paper was printed. It gave me a Wi-Fi Direct PIN code for my printer and said that the code would be valid for only 2 minutes. I had not used the printer for several days nor had my wife from her computer. But from that point up to the fix just completed, my computer was deemed offline and was useless unless I connected it to my computer via USB. Any idea what caused that failure/Wi-Fi Direct PIN code problem?

[Betty0610]

It could have been a wifi conflict. I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day and stay safe!:)