HP Envy 6032e is Online but PC says it is Offline

[Peej16]

I have installed a new router but haven't been able to print since. My 6032e is online and connected to my network and so is my PC. The printer says it is online and my PC says it is offline. I've gone through all the help pages, diags, resets etc and I've run out of ideas.  I need it for my job and it's getting desperate. Has anyone seen this and can suggest anything I've missed?

[Peej16]

Update! (The following was posted before the issue reoccurred)

None of the HP suggestions worked - and I worked through every one methodically - but in Windows under Settings / Bluetooth & Devices, I completely removed the device. I then asked Windows to find Printer - the Envy came up on the search - and it reinstalled. An easy solution eventually, but I wasted about three hours going through the HP resolutions. Posting this here as when I Googled the initial problem I saw no posts where the printer IS online but the system doesn't recognise that and says it is Offline. 

[Peej16]

OK this has reoccurred. Clearing the Spooler under by running the Troubleshooter resolved it this time but I'm keeping this open until I've had the printer running successfully for a couple of weeks.

[Peej16]

Latest is that it seems the PC thinks the printer is offline every time the PC goes to 'sleep'. I've pinned the Settings menu to the PC task bar so I can open it up every time I go in and I see the Bluetooth & Devices menu and at the very top and it tells me the status of the printer. If it says Offline, nothing I do will get the PC to recognise it's online (which it is) but if I click the 'Run the Troubleshooter' button, the troubleshooter checks the spooler for a minute or so and the printer status switches to Idle (Online). I can then print. Interestingly, the troubleshooter gives me a message saying 'No error found' but nevertheless this is the only thing I've found that 'fixes' the problem. Of course, I'm doing this EVERY time I want to print so it's hardly a fix...

I'm guessing here that HP will say this is a Windows issue.

Anyone? I'm guessing only a complete removal / reinstall of the printer will get rid of this. 

[Raj_05]

Hi @Peej16,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you’re dealing with a frustrating issue! Here are some steps you can try to stabilize your connection and prevent the printer from showing as offline after your PC wakes from sleep.

Check Power Management Settings:

• Go to Device Manager (you can search for it in the Start menu).
• Find your printer under Printers, right-click it, and select Properties.
• In the Power Management tab, make sure to uncheck "Allow the computer to turn off this device to save power."

Change Printer Port Settings:

• Open Control Panel and go to Devices and Printers.
• Right-click on your HP ENVY 6032e printer and select Printer properties.
• Go to the Ports tab and ensure it's set to a standard TCP/IP port. If not, you may want to add it as a new printer using the IP address.

Set the Printer as Default:

• Ensure your printer is set as the default printer in the Devices and Printers section of the Control Panel.

Update Printer Drivers:

• Visit the HP website and download the latest drivers for your printer model. Uninstall the existing driver before installing the new one to avoid conflicts.

Network Configuration:

• Since you mentioned that you installed a new router, ensure the printer is connected to the same Wi-Fi network as your PC.
• If possible, try assigning a static IP address to your printer through the router settings to maintain a stable connection.

Disable Sleep Mode:

• You could also try disabling sleep mode on your PC temporarily to see if this prevents the issue from occurring.

Use HP Smart App:

• If you haven't already, consider installing the HP Smart App. It can help manage your printer and may provide a more stable connection.

Windows Troubleshooter:

• Since you've had success with the built-in troubleshooter, you might want to create a simple shortcut for it on your desktop for easier access.

Reinstall the Printer:

• As a last resort, you might want to completely remove the printer from your system and reinstall it again to see if that helps eliminate the issue.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Peej16]

Hi there, thanks for your response.

Firstly, things I have already done through the check procedure so far:

Printer drivers update check (it was already up to date and formed part of the HP diags)

HP Smart App. Already use it. (hence how it took me through the diags)

Windows Troubleshooter. As described I already use it to get around the current problem; a further shortcut is not the answer. 

Disable sleep mode. Not a solution and as I run a business from home, not something I am prepared to do. 

Network Configuration: I use a VPN (btw disabling the VPN for a period does not resolve the problem) so assigning a static IP address is effectively already being done. 

In terms of other points:

Firstly, there is no Printers area under Device Manager.  The ports tab DID have the printer under WSD so I have changed it to TCP/IP. It hasn't changed the status of the printer as yet, but after I've written this I will reboot and see if it has made any difference and get back to you. However, while doing this I note that there are now under Settings / Bluetooth & Devices / Printers & Scanners - TWO HP5C98.Home Office printers - both offline. 

I'll try a reboot now and see if this makes any difference. 

[Raj_05]

Hi @Peej16,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support 

[Peej16 · Accepted solution]

I'm posting this to accept as a solution. Basically, nothing anyone suggested really resolved anything and the only way I fixed the problem was to remove all traces of the printer and reinstall from scratch. I did that a week ago and have had no issues since. 

My advice to anyone having similar issues is, yes go ahead and go through the list of checks as suggested above, but be prepared that they won't solve anything and you'll have to do the very thing you were probably avoiding!