printer offline

[27johnh]

printer offline but diagnose and fix says OK. HP smart says ready. USB to PC.

[Deep_World]

Hi  @27johnh 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I’m glad to hear that HP Smart shows the printer as ready and that the diagnostic tool reports everything is OK. I understand that your HP ENVY 6132e All-in-One Printer is still showing as offline when connected via USB, and dont worry I’ll be happy to help.

To better understand the situation, could you kindly share the following details?

• Is the printer showing Offline in Windows Settings > Printers & Scanners, or only when attempting to print from a specific application?
• Are you able to print a test page directly from the HP Smart app?

In the meantime, kindly try the following steps:

1. Disconnect the USB cable from the printer and computer.
2. Restart both the printer and the PC.
3. Reconnect the USB cable directly to a different USB port on the computer.
4. Open Settings > Bluetooth & Devices > Printers & Scanners, select your HP ENVY 6132e, and ensure "Use Printer Offline" is not enabled.
5. If multiple copies of the printer are listed, kindly set the active HP ENVY 6132e as the Default Printer and remove any duplicate or greyed-out printer entries.
6. Open Services on Windows, locate Print Spooler, right-click it, and select Restart.
7. If the issue persists, uninstall the printer from Windows and reinstall it using the latest HP drivers through HP App.

You may also find the following HP document helpful: HP Support Document: Printer Offline (Windows) - Click here 

I hope this helps. 

 

[27johnh]

Hi Deep_World

Thanks for your assistance.

My further investigation has revealed the following:

printing is successful from MS Office i.e. Word and Excel. Good

Other applications e. g emails and pdfs I get 'Printer job paused. Printer Offline'. Bad.

HP Smart says Printer Offline. Printer properties says port = USB005.

Further advice please!

27JohnH

[Deep_World · Accepted solution]

Hi @27johnh,

Based on what you've shared, the key clue is that Word and Excel can print successfully, but PDFs, emails, and some other applications show "Printer job paused. Printer Offline." This suggests the printer itself and the USB connection are working correctly. 

The issue is more likely related to the Windows print queue, printer selection, or driver configuration rather than a hardware fault.

Kindly try these simple steps:

1. Clear any paused print jobs
   • Open Settings > Bluetooth & Devices > Printers & Scanners > HP ENVY 6132e > Open Print Queue
   • If any jobs are listed as Paused or Error, cancel all jobs.
2. Verify the correct printer is selected
   • In the application that fails (such as Adobe Reader or your email program), select HP ENVY 6132e manually as the printer.
   • Make sure it is not selecting a duplicate printer entry or "Microsoft Print to PDF."
3. Restart the Print Spooler
   • Press Windows + R, type services.msc, and press Enter.
   • Locate Print Spooler.
   • Right-click and select Restart.
4. Remove duplicate printer instances
   • Open Settings > Printers & Scanners.
   • If multiple HP ENVY 6132e printers are listed, remove the duplicates and leave only the active USB printer (USB005).
5. Reinstall the HP printer software
   • Remove the printer from Windows.
   • Restart the PC.
   • Install the latest HP software and add the printer again via USB.

Also kindly confirm when printing a PDF, are you using Adobe Acrobat Reader or printing directly from a web browser (Edge/Chrome)? Also, does the same "Printer Offline" message appear when printing from both applications?