HP smart

[Ylan1]

frpm HP Smart app, my printer appears offline.. not possible to scan documents

[Hawks_Eye]

Hi @Ylan1 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how inconvenient it feels when the printer shows as offline in the HP App and scanning becomes impossible. Let’s go step by step to bring it back online and restore scanning.

 

Check printer connection

• Make sure the printer is powered on and the display panel is active.
• If using Wi‑Fi, confirm the printer is connected to the same network as your computer or mobile device.
• On the printer’s control panel, go to Setup > Network Setup > Wireless Settings > Wireless Network Test. Print the report to verify connectivity.

Restart devices

• Power cycle the printer by turning it off, waiting 30 seconds, and turning it back on.
• Restart your computer or mobile device.
• Restart the router to refresh the network.

Set printer as default (Windows)

• On your computer, open Control Panel > Devices and Printers.
• Right‑click your printer and select “Set as default printer.”
• Ensure “Use Printer Offline” is not checked under Printer properties.

Update the HP App and printer firmware

• Ensure you are using the latest version of the HP App.
• Update the printer firmware from the control panel or download from HP’s support site

Re‑add the printer in the HP App

• Open the HP App, remove the printer, and then add it again.
• Follow the guided setup to reconnect the printer.

Check firewall or antivirus settings

• Sometimes security software blocks communication. Temporarily disable firewall/antivirus and check if the printer comes online.
• If it works, add the HP App and printer as exceptions.

If after these steps the printer still appears offline, try connecting it via USB temporarily to confirm scanning works. That will help isolate whether the issue is network‑related. 

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Take care, and have an amazing day!

Regards, 

Hawks_Eye