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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎11-02-2023 05:35 AM

HP Recommended

I am writing this message on behalf of someone who has a  HP OfficeJet Pro 9010 series printer that keeps having the same reoccurring issue every few weeks. On the HP Smart App, the printer says its ready to be used but in Windows settings, the printer displays as 'offline'. I have ran the diagnostics scan through the app which says it's fixed the issue but it keeps coming back. I used this printer with a laptop and a PC, both setup wirelessly. I can get it working again on both devices but within a few days, the issue will occur again one which I fix and then a few days/a week later the issue will occur again on the other. I have tried reconnecting the printer to the network, restarted my router, installed driver updates & any firmware updates for the printer and reconnected the printer through settings / HP Smart App but the issue keeps happening. I can print through the HP Smart App itself but if I try to print through apps or the web, I get a notification saying 'printer offline'. Jobs in the print queue also show 'status unknown'. I have tried clearing the print queue and reattempting but that hasn't worked either. Any advice would be much appreciated! 

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