cant print, windows 10 says printer is offline, but blue light on and wireless is connected

[Cardiffwoman]

Hi, when I try to print, my document queues. Wondows 10 says my printer is offline.

Blue light on my printer is on,

I've printed wireless network test page and its on, but says 'more than one access point router has been found that matches your wireless networkk SSID' is this the problem??

printing from my phone is working.

Im not v good IT wise so would appreciate the simplest of advice.

Thank you

[Betty0610 · Accepted solution]

@Cardiffwoman

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer in not in the list, turn it off and on, and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/in-en/product/hp-envy-5640-e-all-in-one-printer-series/6583033/document/c0424...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Cardiffwoman]

Thanks for replying, I've just used the scan Doctor and the test page printed off so i think I'm back in business. 

:

[Betty0610]

@Cardiffwoman

I'm glad to hear that and you're most welcome. Do get back to us in future for further assistance.

Have a nice day!:)

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos button, that'll help us and others see that we've got the answers!