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HP LaserJet Pro - Printer Status 'Offline' When Printing With A USB Connection (Windows)

Issue

The printer status is 'Offline' on the computer and the printer cannot print to a USB cable-connected HP LaserJet Pro printer in Windows. For network-connected printers, go to Printer status 'Offline' when trying to print using a network connection in Windows (c05087973).
note:
'Offline' typically indicates that the computer cannot communicate with the printer because it is either powered off, the USB cable is disconnected, or the printer is set to Use printer offline.
The following symptoms might also be present:
  • Printer hangs or freezes
  • Printer icon(s) status is offline or greyed out
  • The default print driver has changed
  • Printer loses connection with the printer after entering sleep mode
Printer Status ‘Offline’ in Devices and Printers
Figure : Printer Status ‘Offline’ in Devices and Printers

Solution

Step 1: Turn off Smart Install

  1. On the printer control panel, open the Service menu.
  2. Open the Smart Install option and select Off.
  3. Reboot the computer.
  4. Try to print.
If the issue persists, continue to the next step.

Step 2: Perform a power reset and check connections

Resetting the power to the printer is a quick way to reset the printing system and prepare for further troubleshooting if necessary.
  1. If the printer is off, turn on the printer, and then check the printer status:
    • If the printer starts printing jobs from the print queue, the printer is clearing out queued print jobs and is online. You can stop troubleshooting.
    • If the computer still shows the printer as offline, continue to the next step.
  2. Make sure the printer is receiving enough power.
    • If you are using a docking station, disconnect the USB cable from the docking station and connect directly to the computer.
    • Try using a USB powered HUB accessory.
  3. With the printer turned on, disconnect the power cord from the printer, unplug the printer power cord from the wall outlet, and then wait at least 60 seconds.
  4. Make sure the USB cable is securely connected and not damaged.
  5. Restart the laptop or tablet, and wait for it to reboot.
  6. Reconnect the power cable to the back of the printer and then plug the power cord into the wall outlet.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
  8. Try to print.
    • If you can print, the printer is online again. Continue to the next step if the printer goes offline again when printing later.
    • If the printer remains offline and cannot print, continue to the next step.

Step 3: Check the 'Use printer offline' setting

Make sure the printer's print queue is not set to print offline.
  1. Open Devices and Printers.
  2. Right-click the printer and select See what's printing.
  3. Select Printer, and then select to clear any selections next to Pause Printing or Use Printer Offline, if selected.
    Figure : ‘Use Printer Offline’ setting enabled
  4. If you removed a selection, try to print.
    • If you can print, the printer is online again. If the printer goes offline again when printing later, continue to the next step.
    • If the printer cannot print and remains offline, continue to the next step.

Step 4: Use HP Print and Scan Doctor

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems.
Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue.
  • If this resolves the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next step.

Step 5: Reset the default print driver

The default print driver might have changed. Change the default print driver to the originally installed driver to continue printing.
  1. Open Devices and Printers.
  2. Find the original print driver that you installed previously.
  3. Make sure it is selected as the default indicated by a green check mark.
    note:
    The print driver should be the name of the printer and the picture of the printer should not be gray.
    Figure : Default printer selection in Devices and Printers
  4. If it is not selected as the default, right-click the printer, and select Set as Default Printer.
  5. Try to print.
    • If this solved the issue, you do not need to continue troubleshooting.
    • If the issue persists, contact HP for help removing the driver from Device Manager, and reinstalling the recommended driver.

Applicable printers

This document applies to newer HP LaserJet Pro printers. It does NOT apply to the M125-M128 or M176-M177 models.

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