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‎09-18-2024 04:46 PM

HP Recommended
Product: HP OfficeJet Pro 8028e All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

My printer is offline and won't scan. I briefly got is back online after restarting everything (computer, printer, router) but it then went offline again after I tried to scan a document.  Now the diagnostic says there is the 'driver check issue' is not fixed.

Category:
1 REPLY 1

‎09-19-2024 06:55 PM

HP Recommended

Hi @Shari248,

 

Welcome to The HP Support Community.  

 

Thank you for posting your query, I will be glad to help you.

 

I understand your HP OfficeJet Pro 8028e All-in-One Printer is having both offline and driver-related issues, which might explain the printer going offline after scanning. 

Here's a step-by-step guide to help you troubleshoot and resolve the issue:


Step 1: Ensure the Printer is Set as Default

  1. Open Control Panel > Devices and Printers.
  2. Right-click your HP OfficeJet Pro 8028e and select Set as default printer.
  3. Ensure there are no other pending print jobs that may cause issues. Right-click the printer and select See what's printing to cancel any stuck print jobs.

Step 2: Update or Reinstall Printer Driver

Since the diagnostic tool pointed out a driver issue, updating or reinstalling the driver can help:

  1. Open Device Manager and expand Printers.
  2. Right-click the HP OfficeJet Pro 8028e and choose Uninstall device.
  3. After the device is uninstalled, download the latest drivers from the HP support website specific to your model.
  4. Install the new drivers and restart your PC.

Step 3: Disable SNMP in Printer Properties (If on a Network)

SNMP settings can sometimes interfere with the printer’s status.

  1. Go to Devices and Printers, right-click your printer, and select Printer properties.
  2. Go to the Ports tab and select the port your printer is using (likely a WSD or TCP/IP port).
  3. Click on Configure Port.
  4. Uncheck the SNMP Status Enabled box and click OK.

Step 4: Check Printer and Computer Network Settings

  1. Make sure both your printer and computer are connected to the same Wi-Fi network.
  2. Restart the router to refresh the network.
  3. Open the HP Smart app and see if the printer is detected over Wi-Fi. If the printer shows as offline, reconnect it to your Wi-Fi.

Step 5: Run HP Print and Scan Doctor HP Print and Scan Doctor

  1. Download and run HP Print and Scan Doctor to diagnose and fix any software or connectivity problems. The tool will automatically check for driver, network, and configuration issues.

Step 6: Assign a Static IP to the Printer

Sometimes, the printer gets a new IP address, causing it to go offline frequently. You can assign a static IP:

  1. Open your printer’s EWS (Embedded Web Server) by entering its IP address in a browser.
  2. Go to the Network tab > Wireless (802.11) > IPv4 Configuration.
  3. Choose Manual IP and assign an IP that is within the range of your network (e.g., 192.168.1.xxx).
  4. Save the changes and restart the printer.

Step 7: Restart the Print Spooler

  1. Press Windows + R, type services.msc, and press Enter.
  2. Scroll down to Print Spooler, right-click, and select Restart.

Refer to this document: HP OfficeJet Pro 8028e All-in-One Printer

Use the HP printer Embedded Web Server (EWS)
 

I hope this helps. 

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 


A_Gayathri
HP Support Community Administrator.
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