Printer Offline

[RJ3833]

Greetings,

my computer is connected to my ISP modem through a WiFi adapter. My Officejet sits next to my computer and is also connected to said modem by WiFi. (  Using a cable is not an option ).

I can print out things easily enough but when I wish to scan something; the HP Smart app registers my Officejet as offline. I have tried multiple reinstalls ( not using the direct print option ) , updated software and firmware; even using the scan doctor program. All to no avail.

My PC and the HP Smart app acknowledge that it's there but there must be hurdle somewhere I am unaware of ?

Any insight and/or help would be appreciated.

Thanks in advance

[Echo_Lake · Accepted solution]

@RJ3833

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Use the printer IP address to manually connect to your printer.

note:These steps require that your printer is connected to your router.

1. Print a Network Configuration Page.

   • If your printer has a control panel with a menu display, print a Network Configuration Page from the network settings or network setup menu.

   • If your printer does not have a menu display, print the Network Configuration Page using printer control panel buttons. For many printers, press and hold the Cancel button for 3 to 5 seconds, or until a report prints. If pressing the Cancel button does not work for your printer model, go to HP Customer Support, search for your printer model, and then search for Printing Self-Test Pages document.

2. On the Network Configuration Page, find the network status for your network connection type (wired or wireless).

   • If the status is connected, continue with these steps

   • If the status is not connected, the printer is disconnected from your network. Go to Connecting to a Wireless HP Printer, and then follow the steps to connect the printer to your network.

   

3. Find the IP Address, Subnet mask, and Default Gateway for your network connection type (wired or wireless). If you find different numbers for IPv4 and IPv6, you only need the IPv4 number.

4. Find the URL(s) for the Embedded Web Server (EWS).

   note:Your printer might have more than one URL.

   

5. From a computer connected to your network, open an internet browser, type one of the URLs into the address field, and then press Enter to open the printer’s EWS. If the EWS does not display, try a different browser.

6. In the EWS, click the Network or Networking tab, open the Wired or Wireless menu option, depending on your network, and then click IPv4 Configuration.

7. Select Manual IP, click Suggest a Manual IP Address, and then make sure the IP Address, Subnet Mask, and Default Gateway numbers match the Network Configuration Page.

   If you do not see Suggest a Manual IP Address, manually type the IP address, Subnet mask, and Default gateway.

   

8. Write the IP address on a piece of paper. You might need to use it later.

9. Click Apply, and then wait until the changes are confirmed.

10. Return to the Devices and Printers window, press the F5 key, and then click your printer name to view the printer status.

    • If your printer is no longer offline, the issue is resolved.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[RJ3833]

Initially manually inputting the ipv4 settings did not work, I reset the printer to factory settings and reinstalled it again through the Smart app and after browsing the EWS; the same settings were still present and presto it worked.

In hindsight, using the Windows 10 Configuration and HP Smart somehow botched the process.

Thanks again !

[Echo_Lake]

@RJ3833

Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.
Have a nice day ahead.

[BEYONFRUSTRATED]

This has been a problem with my MFP M180nw for MONTHS. None of your solutions work. Support refuses to assist me unless I pay, with NO GUARANTEE of results. Your "print doctor" is USELESS. All it does is tell me I have the problem I already knew I had, but offers no suggestions for SOLVING the problem. We have used HP printers for years, but this is the last one, as it has been a problem almost since Day 1.  Why can't you fix this REURRING problem?

[BEYONFRUSTRATED]

None of the information you tell me to find on the Configuration Report is there, except the IP address, which I already knew.  I need some steps that actually WORK

[Echo_Lake]

@BEYONFRUSTRATED

Thank you for posting back.

Let's try these steps to resolve the issue: 

Download and run HP Print and Scan Doctor: Follow steps from the link: Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[BEYONFRUSTRATED]

I can't begin to tell you how many times I have downloaded and run your useless Print and Scan doctor. (not since esterday!!!) It says Pinter is offline, we cant fix it, blah blah, blah. And it does NOTHING. I have uninstalled and reinstalled the printer driver multiple times. Does not work. Most times it does not even complete the re-install. I need some REAL help, not a "chat" with a robot, which is the best I have been offered so far.

[Riddle_Decipher]

@BEYONFRUSTRATED If you've gone through all those steps and yet the issue persists, I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[BEYONFRUSTRATED]

I sent you a message, as the steps suggested do not work