HP Print and Scan Doctor 5.0.18 keep tells me it has installed new S/W and I need to reboot PC...

[DaveLeno1]

HP Print and Scan Doctor 5.0.18 keeps telling me it has installed new S/W and I need to reboot PC...over and over again! After rebooting, it thinks for a short while and then gives me the same screen - that it had installed S/W and I need to reboot. I stupidly did this twice so the joke worked but I still need to be able to print. Same network, correct TCP/IP address, HP Smart tells me it's Ready but when I print a pdf from HP Smart, the queue shows the doc doing nothing and the printer offline. Very frustrating!

Any ideas?

[Irfan_06]

Hi @DaveLeno1,

Welcome to HP Support Community.

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

I see that you are facing an issue with your Printer showing offline.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[DaveLeno1]

Hello Irwin,

I see this is being closed for lack of response after 6 days. The response you gave are boilerplate steps that I have performed repeatedly in the past with, at best, temporary results. So that's why I haven't responded, I was hoping for additional replies with different possible resolutions. 

So close if you must but my problem is not resolved. I've been trying to resolve this for a long time and I appreciate everyone's attempts to help.

[DaveLeno1]

Also, I thought I had expressed this already but I don't see it. I am very reluctant to update the firmware because I've been using 3rd party ink cartridges successfully for years and I've heard that firmware could change that by refusing to print with anything but (more expensive) HP cartridges. Actually, now that I've said it, maybe that's the source of my problem!

[Irfan_06]

Hi @DaveLeno1,

I am sorry to hear that you are spectical about installing the firmware update as it might stop you from using the non HP ink cartridges.

I do appreciate your efforts in contacting HP community support.

Please do not hesitate 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 if you wish to perfrom the firmware update and have any issues again.

Take care and have a great day ahead!

Irwin6

HP Support