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‎02-18-2024 07:12 AM

HP Recommended

I moved to Spain 2 years ago, bringing my HP Officejet 4658 printer with me. Unfortunately HP Spain doesn't seem to offer an English language support facility, hence this email.

The printer worked perfectly via the HP Smart App until recently when I started to experience 'Printer Offline' issues, which prevented any meaningful printing, only getting half pages etc.

I followed all the HP support guidance, but not the router solution, as I couldn't follow wht was being asked of me. One of the earlier solutions, was though to uninstall and then reinstall, which I did do. 

This left me worse off as in addition to the offline issue, I now have HP Smart telling me it can only print PDF documents. Could you please assist in getting me working again.

Regards 

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-20-2024 09:45 AM

HP Recommended

Hi @MikeH1959,

 

Welcome to HP Support Community.

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

 

May I know which printer are you using? In the meantime, you may try the steps mentioned below:

 

Restart devices:

  • Restart your computer or mobile device and the printer to clear any error states. If you are using a network printer, restart the router.
  • If your printer connects to a Wi-Fi network, disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.
  • If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.
  • Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.
  • Turn off the computer or mobile device that you are attempting to print from.
  • If the printer was set up on a network wirelessly or with an Ethernet cable, restart the router.
  • If necessary, reconnect the power cord to the printer and to a wall outlet, and then turn on the printer.
  • Turn on the computer or mobile device.
  • If the printer connects to a network, check the connection to make sure the same network is used by the printer and the device.
  • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.
  • Printer: Check the Wireless light on the control panel. If it is solid blue, the printer is connected.

Run Diagnose & Fix from the HP Smart app (Windows, macOS):

  • Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.
  • Open the HP Smart app, and then click the Diagnose & Fix icon  (Windows), or Diagnose & Fix from the Printers menu (macOS).
  • If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).
  • Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.
  • On the diagnostics results screen, follow the instructions to resolve any issues found.

Check the printer and network connections

  • Identify issues with Wi-Fi, USB, and Ethernet connections that can cause the printer to go offline or be unavailable.
  • Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.
  • Check Wi-Fi network connection.

Update the printer firmware:

HP regularly releases new firmware versions with printer enhancements or issue fixes. Update firmware on a regular basis to make sure you are getting the most out of your printer.

 

Please find the detailed instructions mentioned in the link below: https://support.hp.com/us-en/document/ish_2026537-1681507-16

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!

 

Rachel571 

HP Support

.
Sneha_01- HP support

View solution in original post

Was this reply helpful? Yes No
2 REPLIES 2

‎02-20-2024 09:45 AM

HP Recommended

Hi @MikeH1959,

 

Welcome to HP Support Community.

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

 

May I know which printer are you using? In the meantime, you may try the steps mentioned below:

 

Restart devices:

  • Restart your computer or mobile device and the printer to clear any error states. If you are using a network printer, restart the router.
  • If your printer connects to a Wi-Fi network, disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.
  • If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.
  • Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.
  • Turn off the computer or mobile device that you are attempting to print from.
  • If the printer was set up on a network wirelessly or with an Ethernet cable, restart the router.
  • If necessary, reconnect the power cord to the printer and to a wall outlet, and then turn on the printer.
  • Turn on the computer or mobile device.
  • If the printer connects to a network, check the connection to make sure the same network is used by the printer and the device.
  • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.
  • Printer: Check the Wireless light on the control panel. If it is solid blue, the printer is connected.

Run Diagnose & Fix from the HP Smart app (Windows, macOS):

  • Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.
  • Open the HP Smart app, and then click the Diagnose & Fix icon  (Windows), or Diagnose & Fix from the Printers menu (macOS).
  • If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).
  • Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.
  • On the diagnostics results screen, follow the instructions to resolve any issues found.

Check the printer and network connections

  • Identify issues with Wi-Fi, USB, and Ethernet connections that can cause the printer to go offline or be unavailable.
  • Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.
  • Check Wi-Fi network connection.

Update the printer firmware:

HP regularly releases new firmware versions with printer enhancements or issue fixes. Update firmware on a regular basis to make sure you are getting the most out of your printer.

 

Please find the detailed instructions mentioned in the link below: https://support.hp.com/us-en/document/ish_2026537-1681507-16

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!

 

Rachel571 

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No

‎02-21-2024 09:15 AM

HP Recommended

Rachel

Many thanks, my issue is now solved as a result of your suggestions. 

Was this reply helpful? Yes No
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