HP Smart says printer is Ready but when I print, computer says offline and cancels

[trailprincess6]

I haven't turned on my printer in 1-3 months. Now when I go to print, even though HP Smart says it's ready, online, no problems, etc, anything I try to print comes up on my desktop with "Unable to print. Check the printer/ Check your printer status to reprint after resolving the issue. (Printer Offline)."

I have ran through all troubleshooting steps. After troubleshooting a billion things, using the "doctor" app etc, it finally will print diagnostic pages directly from HP Smart, but nothing from outside sources, like my computer files. It looks like it is printing from my phone, so I have to imagine there is some driver issue, maybe with Win11? I notice, too, that it now wants to print from "HP Smart Printing" as the printer where it used to say "HP9F9E4F (HP ENVY 6000 series)" not sure when that changed. Sometimes both options are available, sometimes the original printer name is not available. Both are in my devices list in windows. However, neither works, both give me the same error

[Betty0610]

@trailprincess6

Welcome to the HP Support Community.

I'd be happy to help.

Let's try to 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! 

[DiggityDag]

Thanks for these detailed instructions, but my computer will not allow me to delete the printer driver, saying it is 'in use'. Task manager does not show the printer or printer driver in use, so i cannot continue with the instructions. Help!

[Betty0610]

@DiggityDag

Welcome to the HP Support Community.

I'd be happy to help.

Which Printer do you have?

Let us know 🙂

Thanks!

[DiggityDag]

After much frustration, I was able to fix the problem, using the HP Print and Scan Doctor. One of the barriers was the demand for a username and password. For some reason, the option to skip this showed up after about my fourth attempt to get in. I still don't know what the password is or how to retrieve it (or understand the need for it, frankly.)

The HP software interface has presented no end of frustrations. I never know when I turn my printer on (which i only use occasionally) whether it will actually work. I often have to turn the printer and app on and off multiple times before it shows as being online and ready.

I would never buy this printer again and see from the many poor ratings of the printer interface app that I am not the only one. I really hope HP can come up with a fix to make this interface work smoothly.

Diana

[Betty0610]

@DiggityDag

I understand, Glad to hear the issue is resolved.

Do get back to us in the future for further assistance.

Thanks!

Have a nice day and stay safe!:)