HP OfficeJet Pro 8720 Printer Offline Issue

[prubcic]

I have two issues with this product.  One the printer goes offline and can't be brought back online even with a printer reboot.  The second is the LCD screen stays on and never sleeps, BUT, the printer does sleep and the settings are set to "Sleep" after 5 minutes

[Dvortex]

Hello, @prubcic - Hope you are well 🙂

Thanks for stopping by the HP Support Forums! I’d like to help!

I understand that you are printer offline issues on your HP Officejet printer. Do not worry, we have a new HP Print Scan Doctor application which is capable of fixing the specific printer offline issues. This can also assign a static IP address. Download the PSDR and follow the steps below:

Download link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

Steps:

1. Run PSDR v5.0.2
2. Once the PSDR detects the Printer, it will show up the IP address and Software Status.
3. Select the correct Printer and click on Next.
4. PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing
5. Once PSDR goes through all checks and automatic fixes, click on Print a test page.
6. Regardless if PSDR printed the test page or not, click on “NO PRINT”
7. PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot.
8. Post restart the PSDR will run automatically to check for more issue. If no issue found close PSDR.

You can remove the PSDR from your system once done. 

If the issue persists, then let's try to disable the IPv6 on your printer and then assign a public DNS. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)
 

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[JF14]

I have the same issue on my Mac.

I have gone to this site https://support.hp.com/us-en/document/c04249334

have done all of these except for #3 and #5 -- this is a work laptop and I need to keep my work printers configured in addition to my home printer.

Note the Offline problem shows up on 3 other macs that I have in my house that do NOT have the work printer configured.

What should I do next?

[JF14]

I am still looking for some help.

I have troubleshooted it a bit nore, but my networking skills are a bit lacking.

I think it's a driver issue on the client, not on the printer itself.

I have testing using 2 Macs and one will say it's connected and one will say it's not connected.

In that scenario, but macs can ping the printer/web server and the webserver still works.

I'm guessing that something is blocking the printing protocol

Here is a screen shot that shows (a) Ping still working (b) the website and that the printer is still on my network and (c) the printer panel saying it's not connected  [ which is, of course, in direct conflict with the (a) and (b) ]

[JF14]

Hi DVortex,

Can you help with my issue?

[Dvortex]

Hello, @JF14

Thanks for reaching out!

Were you able to assign a static IP & disable the IPv6 as suggested in my previous post? 

If yes, then try to update the printer firmware. Go to http://hp.care/2smr3uM to download and update the printer firmware. 

Restart the printer & router once done and check the issue resolution. 

Let me know if that helps!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[JF14]

Thanks for the update.  I have made all the changes.  I'm going to wait a couple days and if no problems arise, them I will mark as problem resolved.

Hope you had a nice Labor Day Weekend 🙂

[Chimney_83]

Thanks for the reply, I am sure that this will resolve the issue you are facing. 

Please do test the resolution provided and let me know if you need any further assistance. 

Please do post your technical queries on our Forums for assistance. 

[JF14]

Hi,

This is not solving the problem 😞

I rebooted everything this morning.

The connection is maintained for ~15 minutes.

I have time-stamped screen shots of all of the configuration details, showing the connection, configuration, etc.

Is it possible to email them to you?  

What do you suggest we do next?

[Chimney_83]

Thanks for the reply and trying a lot of troubleshooting steps. If you have assigned a manual IP Address, disabled IPV6 as suggested in the article shared by you and if the issue persists. 

Please connect the printer to your computer using a USB cable temporarily. 

Visit www.hp.com/drivers and enter the printer model. 

Download and install the latest firmware on your computer. 

If the issue persists, please contact our phone support for any service options available for your printer. 

Keep me posted.