HP Smart app always says printer offline

[tmancini73]

Every time I go to use the HP smart app to scan documents it says my printer is offline. But It isn't offline, I can print from any other application on my laptop. I reboot the router, I reboot my laptop, I reboot my printer but nothing fixes it. I have to completely remove then add the printer back every single time, this is ridiculous that I have to do this every time. HP needs to get this resolved. I see other people's post complaining about the same thing and those posts go back as far as 4 years. How can a company like HP not have this fixed by now? When you spend $100's on a printer I expect the printer to have all of it's features work. Don't tell me to reboot anything, that doesn't work, I want a real fix.

[Dragon-Fur]

@tmancini73 

Welcome to the HP English Community --

True - rebooting is not a cure-all.

True, too, networks, computers, and printers are not phones -- much of the complexity, configuration, and setups are left to the user of the devices.  People don't like complexity when it does not remain hidden.

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HP Smart - Windows - Application

HP Smart - Windows - the app was very recently updated.

True - Most changes you make after that fact would require restarting the computer.

If naught else changes the way HP Smart is responding, even after the app is updated at the  Microsoft Store ,

Consider Resetting the HP Smart app and possibly reinstalling it after the app Reset.

Resetting the app and other changes of this type might require rebooting the computer.

Best leave it for now.

Important

Check / Update  >> Every device (computer(s) and / or mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

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What else?

If you have not done so, consider changing the way the printer is connected to the network.

Connectivity, standard

1 USB 2.0; 1 Ethernet; 1 Wireless 802.11a/b/g/n; 1 RJ-11 Fax

If not done and it is an option for your situation, consider connecting to Ethernet --

An Ethernet connection can increase stability.

True -

If you change from Wireless to Ethernet, or change other parts of the connection, you might need to reboot the computer and / or the printer afterwards.  Consider that aspect before making any changes.

Stuck with Wireless?

If your router supports it,

If you have not done so,

• Create a separate SSID named network for each of the frequencies supported by the router.
• Connect the printer to the SSID named network for 2.4GHz.

What!?

Sure - 2.4GHz is a bit slower, it is also more robust, less susceptible to distance and obstacles, and more likely to be supported by the printer.

If the printer is already connected to the SSID named network for 2.4GHz and keeps dropping the connection,

Add the following:

 HP Tango, OfficeJet 8010, Pro 8020, 8030, 9010, 9020 Printers - Printer Frequently Disconnects from ...

This document is for HP OfficeJet 8010, 8012, 8013, 8015, 8022, OfficeJet Pro 8020, 8022, 8023, 8024, 8025, 8026, 8028, 8035, 9010, 9012, 9013, 9014, 9015, 9016, 9018, 9019, 9020, 9022, 9023, 9025, 9026, 9028, Tango, and Tango X printers.

If not done,

For either Ethernet or Wireless --

Create a manual / static IP address for the printer.

Yes, changing the IP address generally requires restarting the printer - choice.

Watch out for router channel settings.

There are other "gotchas" on the router side --a few of these are mentioned here:

SSID_Dual_Band_Example_16

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Message Content References

 User Guide – OfficeJet Pro 8020e Series

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Method – Windows - Add printer using TCP/IP

Please try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu: TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

Complete any additional information

-------------------- --------------------

Method – Windows - Create TCP IP port (InkJet Printer) - Change connection type

Method - Create / Change-to TCP/IP port

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

Find the printer's IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on the Front panel of your Printer to get the IP address

Next,

Windows 11

Settings > Bluetooth & devices > Printers & scanners > Select Printer > Printer Properties

OR (older versions of Windows)
Control Panel > icon view > Devices and Printers > Right-Click the printer > Left-Click Printer Properties

Tab Ports
Click Add Port

Select Standard TCP/IP Port

Select New Port and follow the instructions
Type in the correct 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 within the Ports tab (in Printer Properties)”

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Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

 HP Printers - Using a Wireless Network Test Report

Network Defaults

 Restore Wi-Fi setup mode on your HP printer

and

EWS > HP Document / How-to (original format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

Example - Alternate EWS format (Select new printers and perhaps a few Laser Printers)

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Primary Ethernet > Check / Adjust Status and other tabs...

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Wi-Fi > Section IP Config > IPv4

EWS_9025_Network_IPv4_Configuration_4

EWS_9025_Network_Wireless_IPv4_Advanced_2

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

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

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 8025e All-in-One Printer  

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