Printer HP ENVY 7640 series - shows on my PC Status:offline... but the printer itself is on

[Jiv1]

The printer is installed and was working perfectly untill yesterday. It is on.

HP Neteork conficguration page- Network status: ready, Internet : Conected; Wireless status : connected

On the PC - Control Panel, Devices and Printers : thsi printer is displayed as status: offline; network: connected.

Why is it offline? how can I change this status to online.  The printer IS ON!

Thank you so much if you can help

Jiv

[MKazi · Accepted solution]

@Jiv1

Let me take a moment to thank you for posting on the HP Support Forums. 

I came across your post and would like to help. I read that you have an HP ENVY 7640 e-All-in-One Printer and though the printer is powered on, it shows an offline status. The seems to be connected on a network and was working fine earlier. Not to worry though as I have a few suggestions that should help us to fix the issue.

I would like to know the following information to assist you better:

• Did any changes or updates place on the printer after this issue may have started?
• Is the printer able to make a copy?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

If the issue still persists then please download and run the HP Print and Scan Doctor program. This program will detect and fix any printer drivers issue. 

I sincerely hope this fixes the issue. Let me know the outcome. Cheers! 🙂

[Jiv1]

Thank you Kassi for your help... I tried the problem is still there.

The printer does make copies - no problem.

Software updates are made authomatically - I thought, we have not uploaded manually any. We have added a new email address on the printer to scan documents (in the passt few days), but this is all - not other changes.

The diconnect the power, press power bottm .. reconnect  etc steps did not help.

I downloaded the HP Print scan doctor... and suddenly find that ... when we need to choose the product that my printer - HP692EBF (HP Envy 7640 series) is not listed. The only listed as installed is an HP ePrint (?). I then press product is not found - same result... my printer not there to select. 

I wonder if my printer was not uninstalled after all this powerd off on etc? On my  PC it shows on the list of printers... but as offline?

Is it best to take it to the shop for repair? I have guarantee.

Thanks again for your time

Jiv1

[MKazi]

@Jiv1

You're most welcome and thanks for attempting the steps. 🙂

The printer will not get uninstalled if we power off and restart the printer. Seems, like this is a printer driver issue. I suggest let us uninstall the existing printer drivers from root level and then reinstall them by following the below steps:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.

Now please download and install the printer drivers from this link: http://hp.care/2lEWGOJ

Hope this helps. Keep me posted. Thanks again! 🙂

[Jiv1]

Hi Kazi, 

I have tried all steps below and tried to install printer drivers. The Printer is on, on the same WiFi network (there is only one around anyway!) as the PC... but I get stuck after selectign - make a wirelss connection.... when it asks me for the IP adress and I type it ...  the printer cannot be found... I have verified many times that I type the correct IP address as excactly shown on the display of the device.... but no...

One last Question: you wrote:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall. ;

Here found : HP ENVY 7640 series Basic Device Software

I did not uninstall this ! I did not uninstal also :HP ENVY 7640 series Help program

Is this OK?

I think the problem lies on the printer. I used to be able to print documents from my Iphone before.... but now the Iphone does not find the printer either.

Very strange! I do not know if to bring the printer only to repairs... or both printer and PC?

Thanks again

Jiv1

[Jiv1]

PS.. One additional thought. Could I not obtain an online help from HP.. eg using Teamviewer?

thanks again

Jiv1

[sandytechy20]

@Jiv1

Thanks for the reply.

I appreciate your time and effort.

Please contact HP Phone support, they can take remote access of your computer and fix this printer offline issue as you requested.

Let me know how it goes.

Cheers.

[Jiv1]

Dear Kazi, Sany.. thank you both for your incredibly helpful and quick remarks and instructions. Probelem is now resolved. ... I decied to .. once again take the router down, the PC and printer... completely switch off and away from the plug- I left them all diconenected for a couple of hours... When I reconnenected all again the pritner was immediately visinle on my Iphone and on my PC... Great and it printed agian without a problem!! THANK YOU!!

[MKazi]

@Jiv1

You're welcome. 🙂

I'm glad to know the printer is working fine now. Technical steps can only be provided. But it was you who implemented them to perfection. Happy printing. Cheers! 🙂