Why won't my printers stay ONLINE

[QuiteAnnoyed]

I was having issues with my Deskjet 3520 printing over the wifi.  For some reason my wife was convinced that because the printer was "old" that was the issue.  The 3520 prints just fine when usb'd to my destop.  But it keeps saying it's offline when I try to print from any laptop in the house.

So I see the ENVY 5540 for sale, and buy one.  It's new what could go wrong?

Same flipping issue.  It set up just fine, and now two weeks later its offline.

HOW DO YOU KEEP AN HP PRINTER ONLINE SO YOU CAN PRINT?

It's to the point right now that I just put stuff on a thumb drive and walk to the desktop.

THIS IS NOT HOW STUFF IS SUPPOSED TO WORK.

I want a solution that fixes the issue permantly. 

Also, does anybody know how to get an iPhone to print paper from the regular paper tray and not the photo tray.

Why are the printers online for the phones, but offline for laptops?

[DavidSMP]

Hi @QuiteAnnoyed,

Good Day. A warm welcome to the HP community. I reviewed the case relating to the printer not working and going offline on the computer. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that.

To assist you with accurate information I would require more information regarding this.

• Did this happen after a power outage or surge?
• Did this happen after a software or Windows update?

First off, Let me keep you posted about a few things.

• If the printer works fine with a Smart phone and not with a computer, the printer’s functionality is proved beyond any shadow of doubt and you’ve done a commendable job investigating that. Hats off to you for that. It is clear as daylight that the issue is not with the printers but with the computer As 2 printers cannot be faulty.

However, I will definitely assist you to try and resolve the issue.

Please follow these steps for both the printers.

First, uninstall the printers by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

Then download the latest full feature driver from http://hp.care/2syreDe and install it on the computer after selecting the correct operating system. Please select the country and type the product# of the printer. Then follow the on-screen instructions.

Connect the printer to your computer only when the setup prompts for the printer.

Then please follow these steps to the T from this printer offline link: http://hp.care/2uyuO3e and perform steps 4 and 6.

This should fix the issue for both printers. Also, make sure that in “Step 9 under other things to try” you disable IPV6 for both printers.

As far as the IPhone is concerned, the paper tray is preselected by the phone and the app and it may not be changeable as there are limited options in the app.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.

[QuiteAnnoyed]

You expect me to do all that for 4 laptops?
Seriously?!?
Why don't you talk to Microsoft and fix your driver.
Do you expect all of your customers to have the ability to do this?
I would expect that HP would have the ability to design a printer where this wouldn't be an issue.
It would take less time to buy a competitors printer, then spend my saved time talking smack about HP.
So why don't you get back to me with a driver that fixes the problem.

[DavidSMP]

Hi @QuiteAnnoyed,

I read the post. thanks for the reply. In that case, please contact HP phone support for further assistance. They should be able to assist you by taking control of your machine. The drivers are not a problem here as thousands of downloads by other customers with the same issue have successfully got it fixed by downloading and installing it.

Steps to contact HP phone support:

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

• (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• (3) Once completed click the 'Show Options' icon on the bottom right.
• (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Bakdat]

I agree with you.  You would figure in 2017 HP would know how to keep a printer from going offline.   I've been working this issue for 2 hours.

[Wyatt183]

Even months later this issue still exists. I've updated and uninstalled and re-installed and frankly its getting old. Seems the fixes work for a few days and all of the sudden the printer isnt any longer online. So go through the lengthy process yet again and again it works for a few days.

Whats strange and Ive not seen it mentioned at least in the most recent posts Ive read...but all work great until this recent update. The printer functioned perfectly for a year or so without fail...but the most recent update seems to of caused my issues at least. With that being said I cant point the finger directly at HP as this all started with the Windows 10 change...so could be issues between the two...but actually the bottom line falls on HP to make a fix so they stay in the running with other printers that I have that seem to function perfectly well.

I swore by HP for years and most of my products are HP...but this laser printer issue is frustrating and time consuming to say the least and one would think HP could come up with a simple fix to keep our printers online at all times.