Intermittent offline printer

[catgrep]

I am a support technician for a multinational corporation.  I have a user with a company managed laptop and a personal printer.  After receiving a new Dell 5420 and utilizing Microsoft Intune for the first time, this user has intermittent "printer offline" errors.  Sometimes power cycling the printer works, sometimes it doesn't.  End users do NOT have administrative rights on company devices, and applications are limited to company approved software without administrative permissions; any other software and modifications must be administered by a technician.  So I need to be able to provide a permanent solution that doesn't require further intervention by a user with administrative rights.  I have installed the driver in USB mode and wifi mode, both result with the printer driver eventually reporting the printer "offline".  This didn't happen with the previous device, a Dell Latitude E5470, but previous device was also not managed by MS Intune.

[Kumar0307]

@catgrep, Welcome to the HP Support Community! I’m here to help.

Thank you for the detailed information about the issue. I see that the printer goes offline intermittently.
Are you using the HP smart app to print from the Win computer?

If you have connected the printer using a USB cable, using or not using MS Intune will not make a difference. 

Make sure the USB cable is connected directly to the computer. Do not use a USB port.

Check if an anti-virus or a firewall is blocking the printer.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

If the printer goes offline while connected wirelessly, 

• Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

Also, we can assign a static IP address to the printer

• Obtain the IP address of the printer – Print a wireless test report as mentioned here.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• 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 the 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)

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[catgrep]

"Make sure the USB cable is connected directly to the computer. Do not use a USB port."  << This line makes no sense.

"Are you using the HP smart app to print from the Win computer?"  No, the user is using Chrome, and various MS Office apps to print from the computer.  HP Smart couldn't find the printer via wifi the first time, so I installed the printer with a USB cable.  Bear in mind, the user's home network and printer hasn't changed in any way, the only difference is her new laptop, and the printer always worked fine on the old laptop.  Anyway, when the printer went offline again via USB, I retried the wireless setup and this time it worked, the user hasn't had any issues since.

I hate these problems that seem to miraculously reverse themselves for no rhyme or reason.

[Kumar0307]

@catgrep

I'm not sure how the wireless configuration was done previously. However, you may contact us anytime if you have issues with HP products.

Happy to help!