SMART SCAN FAILS

[fcs659]

Need help with printing remotely.

My printer is often listed as offline when I try to print or scan...even though I may have just printed or scanned something. I cannot even get it to print or scan when I get the 'offline" message if I plug it in instead of using the Bluetooth option.

For example, I have just printed about 9 pages directly from my laptop using the Bluetooth connection One of those pages has to be signed...so I put the paper into the scanner, walk back to my laptop, and it says 'offline.'    And, I just 'right clicked' the screen to print this message...went  right through, but if I go back to the Smart Scan icon...it is offline....

This happens every single time I use the laptop .... occasionally when trying to print from my phone.  And has happened since I purchased the printer about a month ago...... about to toss it out the window.......

Is this an HP common issue and I made a bad purchase? Or could something else be wrong

Sometimes I do nothing, and a few hours later I have no problems.

Any ideas? 

Many thanks for ANY advice!!

[Jay_G24]

Hi @fcs659

I see that you are facing issues with printer connectivity, i'd like to help.

To provide accurate solution, please help me with the below details-

What is the operating system on your computer, windows or mac?

Is the printer connected to home or public network?

And, Welcome to HP Community 

  Keep me posted. 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[fcs659]

Hi,

Thank you for replying. 

Regarding your questions, I am guessing the I am using Windows 10, and this happening at my home. not an office.

I can print directly from a two week old Dell Laptop, my original Dell laptop, and my iPhone. I cannot scan at all remotely, nor if I plug the laptop right into the computer.... that is when I get the "printer offline" message.

Charlie

[Jay_G24]

What error message your receiving when you try and scan?

Are you able to make standalone copies using the printer?

[fcs659]

I can make copies directly at the printer by using the buttons, and I can send something from my phone or either laptop directly to the printer from anywhere in the house. 

The problem comes up when I try to scan, either from my desktop using the HP Smartscan program on my laptop, or using the same app when I have directly plugged the laptop into the printer using the cable connection.

That is when I get a message  "Printer offline."    Even when I get that, I can ask the printer to print that page (whether plugged or remotely) ....which means it is not offline.

[Jay_G24]

 Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer full-featured drivers from software and drivers page 

And then try and scan.

[fcs659]

Hi,

I was able to follow you all the way to the run command.. got that open, but when I type in printui.exe/s....is says it doesn't exist., a warning box pops up telling me to make sure I have the right address.

When I was in the Programs and features part at the top of your note, I saw the printer, plus about 8 HP programs, so I removed them all.

[sandytechy20]

@fcs659

Yes, remove all of them and reinstall it using the link given in the above post.

[fcs659]

Hi, I reinstalled from the drivers link, now it only prints when plugged in, but even when plugged in, I get a "printer offline" message... beginning to think I made a bad purchase.  The driver installation was weird, not sure if it actually worked, the pop up screens kept popping up, then disappearing , nothing said it was done.

I just bought this thing, why doesn't it work when you simply plug it in?????

[TEJ1602]

@fcs659

Thanks for waiting!

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

, if the printer is connected wireless, follow the steps below-

1.  Select “Start” and type “printers” in the search box. 

2.  Choose “Printers & scanners“. 

3.   elect “Add a printer or scanner“. 

4.  Wait for the “The printer that I want isn’t listed” option to appear, then select it. 

5.   Select “Add a printer using a TCP/IP address or hostname” , then select “Next“. 

6.   select “TCP/IP Device” in the “Device type” list. 

7.  Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel.  

8.  Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“.

Try printing.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!