Printer offline

[Redtail3]

Out of the blue, the printer stopped working.  Status says: set as default, offline.  I tried all the troubleshooting suggestions, went through all kinds of steps and suggestions.  I stopped when I got to the recommendation to print the Network Configuration Page (did that) but couldn't find the info they were telling me to look for.

Our other laptop is printing to the network printer just fine.

Our printer is out of warranty which I guess means I can no longer get any kind of in-person support to help me with this problem.  There should be in-person help for elderly folks who have trouble with their equipment.

Any ideas?  This is just infuriating.

[Dragon-Fur]

@Redtail3 

There are few advantages to being old.

It would be nice if we got special treatment even when out-of-warranty.

There are times I'd like that.

What to do?

Download and Run this version of the Doctor:

Offline Doctor V5.0.6

  HPPSdr_5.0.6.exe

• Download and Save the doctor to your computer
• Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
• Execute the doctor – Answer any prompts /  let the process complete
• Restart the computer, log in, and wait for the final steps in the Doctor to finish.
• Check for any difference.

NOTES – Contributed by ShlomiL

Paraphrased

Connection Issues

• Print and Scan Doctor Version 5.0.6 creates a secondary queue for printing with TCP/IP port.

Loss of Color Printing

• If the color printing is not yet offered, try printing using the newly added print queue. 
• Verify results, then set the newly added printer as the default.

Details: Windows10 - No Color option available when printing to a network connected printer

Check

If necessary, Adjust the “Default” printing device (Default Printer)

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer NOT marked as “Scan Only / DO NOT DELETE”

Set printer as Default

Example – Printers listed in Devices and Printers

Set “Default” Printer = HP OfficeJet Pro 9020 series PCL-3

NOT Default = Scan Only -HP OfficeJet Pro 9020 series PCL-3 (Network)-DO NOT DELETE

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Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device

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We are a world community of volunteers dedicated to supporting HP technology

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[Redtail3]

Thanks for responding.  Yes, I had tried that V5.06 Dr. before.  Here's what happens:  In the first step, it recognizes my printer so I hit "next."  The second screen says that my printer is not recognized as the default and asks if I want to set it as the default.  I hit "yes" and then the program just stalls.  Nothing happens.  I waited 20 minutes the first time and it was still frozen on that screen.  So when I got your message, I tried downloading the file again from your message.  The exact same thing happened - still stalled at the second step.  I have checked the printer settings and the printer is set as my default.  It still says: default, offline.  

[Dragon-Fur]

@Redtail3 

You are welcome.

So, can you manually adjust the default printer?

Consider:

Manually set the connection type to TCP/IP?

Method - Create TCP IP port

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)”

Also (might be useful)

Manually Set Static IP Address

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Network 

Select Wired (802.3) OR Wireless (802.11)

Settings are similar in the Wired (Ethernet) and Wireless connections

EWS_9025_Network_Wired_IPv4_Static-Manual_IP_1

Expect the connection to break when you apply the changes.

Wait a bit, then open a new EWS session.

NOTE:  These changes can be set on a printer that has a screen for inputting data.

Check in Network / Settings to make changes at the printer screen.

Need More?  Open the User Guide for your printer and check for "change connection type" or similar.

@ShlomiL  Doctor 5.0.6 not fixing "off line" issue - what else to try?  Thanks for any insight.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the assist.

Answered? Click "Accept as Solution" to help others find it.

[Redtail3]

Will changing this port on the printer mean that I won't be able to print from our other laptop (which is printing just fine currently.?

[Dragon-Fur]

@Redtail3 

You change the connection / port on the computer that is having the problem maintaining the connection to the printer.

Changing the connection / port on one computer does not impact other computers / devices.

Note that you can "go back" if you don't like the changes - nothing of what is suggested is permanent.

Watch the video provided by @greenturtle 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the assist.

Answered? Click "Accept as Solution" to help others find it.

[Redtail3]

It took awhile but I was finally able to follow all the directions and add the TCP/IP port and configured and applied.  That Port is checked when I look at the Port tab.  The printer says it is my default.  The status says: no printing in queue.  It doesn't say offline anymore.   BUT - I still can't print.  I get an error message.  Drat.

[Dragon-Fur]

@Redtail3 

"Stupid printer".

Are you connecting using Ethernet wired (best) or are you depending on Wireless?

What about the computer than can print - what kind of connection to the printer?

OK - rather than drag around the edges of this thing, I will try to get an assist.

@ShlomiL 

@greenturtle 

Any words of wisdom?

Likely this printer:

 HP Officejet Pro 8600 e-All-in-One Printer series - N911

Printer Specifications for HP Officejet Pro 8600 e-All-in-One Printers

Likely not yet done:  Set network defaults

Asking for help because the usual fixes are not impacting the situation.

Customer is not able to print from his computer.

Cannot connect.

Just the one system - "other" computer can print.

Thanks!

Thank you for participating in our HP Community .

We are a world community of volunteers dedicated to supporting HP technology.

[Redtail3]

Both of our laptops are connected through wireless.  Both have always worked fine.  Now one doesn't.

[Dragon-Fur]

@Redtail3 

The printer is not responding to the hands-off approach.

It is time to uninstall the printer software reinstall a fresh copy.

I heard back from @greenturtle , who has provided the link to one of his How-to videos.

How to Uninstall Download & Reinstall a Printer software

There are a bunch of ads in front the of actual "how to" sequence - a cost of doing business with YouTube - you can tolerate the ads or click "Skip Ad".  The informational bits start when you see "Technology Tips" on the video screen.

For this exercise, you will need a copy of the Full Feature Software:

HP Officejet Pro 8600 Plus/Premium e-All-in-One Printer series - N911a-n Full Feature Software and D...

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The following information is extraneous (you should not need it).

I am including it in case you need it, want it, have minor issues with the process.

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the Adobe Reader DC software.

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

If printer software will not uninstall, appears to be removed “but not”

Microsoft:  Fix problems that block programs from being installed or removed

After the software is removed, Restart the computer and log in

Check and Remove Section

NOTE:  After all checks > If any devices are removed, Restart the computer and log in

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Print Server Properties  / Printers in Print Manager

Method – Print Server Properties

Windows key + r (opens "run" window) > type/paste printui.exe /s /t2

 Left-Click on each unwanted printer entry in the list > Highlight and Remove

Click OK to save changes and exit the menu

OR

Method – Print Management

Windows key + r (opens "run" window) > type printmanagement

Open Section Print Servers > Subsection Your computer (Local) > Subsection Drivers

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

Check / Remove – Printer folder/files in C:\ ProgramData

Contributed by HP Support Agent  Betty0610

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

End Check and Remove Section

After all checks > If any devices are removed, Restart the computer and log in

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Installation – Full Feature Software

• Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website  
• Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

NOTES

If using USB, disconnect the USB cable between the printer and the computer before starting the installation.  Connect the cable when instructed to do so (toward the end of the installation procedure).

Both the HP Smart Application and the Full Feature Software can be installed on the same computer.

Install - HP Collection of “how-to” videos

HP Video Gallery

Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

Select your Video

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Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the assist.

Answered? Click "Accept as Solution" to help others find it.