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HP Customer Support - Knowledge Base

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Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP printer is offline or not responding (Windows, macOS)

In Windows or macOS, the printer status is Offline, and the printer does not print.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Make sure the printer is ready to print

The printer should be on and in a ready state, and display no errors or blinking lights.

Press the Power button to turn the printer on or wake it from sleep mode.
Make sure no error messages or blinking lights display on the printer control panel. Resolve any errors before you use the printer.
Restart the printer and the computer or mobile device to clear possible error conditions.
If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.

Note:
Restarting the router temporarily disconnects all devices from the network and the internet.

Resolve an offline printer in Windows or macOS

Troubleshoot a 'printer offline' status using your Windows computer or Mac.

Resolve an offline printer (Windows)

Troubleshoot a 'printer offline' status using your Windows computer.

Run Diagnose & Fix from the HP Smart app (Windows, macOS)

Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.

Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers drop-down menu (macOS).

If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).

Location of the Diagnose & Fix icon in the lower left (Windows) and from the Printers drop-down in the top menu bar (macOS)
Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.
On the diagnostics results screen, follow the instructions to resolve any issues found.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printer connection issues.

Make sure paper is loaded in the main tray, and then turn on the printer.
Download HP Print and Scan Doctor - Printer Offline, and then follow the prompts to install and open the tool.
On the welcome screen, click Start to select your printer and run the diagnostic.
If your printer is not found, click My product is not listed, and then follow the instructions to troubleshoot the connection.

Set the default printer

Set your printer as default on your Windows computer to make sure print and scan jobs use the correct printer.

In Windows, search for and open Printers & scanners.
Make sure the box next to Let Windows manage my default printer is not checked.
From the list of printers, click your printer name, and then click Manage. If there are multiple printer names that match yours, select the printer that is idle or online.
Under Manage your device, click Set as default.

Check Windows Function Discovery services

Make sure Function Discovery services start automatically and are currently running.

In Windows, search for and open Control Panel, and then click View devices and printers.
Right-click your printer, select Printer Properties, and then click the Ports tab.
Look for a WSD port in the list.
- If there is no WSD port, do not continue with these steps. Print a Network Configuration Page, create a manual IP connection in the printer EWS, and then add a Standard TCP/IP printer port in Windows.
- If there is a WSD port, make sure the check box is selected, and then continue with these steps.
In Windows, search for and open Services.
Find Function Discovery Provider Host and Function Discovery Resource Publication in the list.
For both, make sure the Status is Running and Startup Type is Automatic.
If one or both items have a Manual Startup Type or is not running, right-click the item, and then select Properties. Change the Startup Type to Automatic, click Apply, click Start, and then click OK.
Close the Services window.

Remove and re-add the printer (Windows)

Remove the printer from Windows settings and from the HP Smart app, and then add the printer again.

Search Windows for and open Printers & Scanners, select your printer in the list, and then click Remove device > Yes to complete the removal.
With the printer turned on, click Add a printer or scanner to reinstall the printer.
On the HP Smart app home screen, right-click the printer icon, and then click Hide Printer.
Click Hide Printer again to complete the removal.
Click Add Printer or the plus-sign to re-add the printer.

Create a manual IP connection

Print a Network Configuration or Wireless Network Test Results Page, and then use the information on it to connect your printer wirelessly.

Print a Wireless Network Test Results or Network Configuration report.
- Most printers with a control panel menu: Open the Wireless or Network Settings menu and select Wireless Network Test.
- Most printers without a control panel menu: Press and hold the Wireless button or the Copy button for ten seconds or until the Ready light blinks.
For detailed steps for your printer, go to HP Customer Support, enter your printer model, and then search for self test page to find the document on printing reports.
On the printout, find the Wireless Status, IP Address, Subnet Mask, Default Gateway, and URL.
- Wireless status: Under 802.11 Wireless, the Status should be Connected. If it is not, your printer is not connected to the wireless network. Connect your printer to the network. For more information, go to Connect to a wireless HP printer.
- IP Address, Subnet Mask, Default Gateway: Under 802.11 Wireless, find the printer's IP Address, Subnet Mask, and Default Gateway numbers. If you see different numbers for IPv4 and IPv6, you only need the IPv4 numbers.
- URL(s): Under General Information, find the URL(s) for Embedded Web Server. Your printer might have more than one URL.
From a computer connected to the same network as your printer, 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 another browser.
In the EWS, click the Network or Networking tab, open the Wireless menu option, and then click IPv4 Configuration.
Select Manual IP, and then provide your printer information.
- To auto-fill all fields, click Suggest a Manual IP Address, and then make sure the fields for Manual IP Address, Manual Subnet Mask, and Manual Default Gateway match your printer's information on the Network Configuration Page.
- If Suggest a Manual IP Address is not available, type the information from the Network Configuration Page into the IP Address, Subnet Mask, and Default Gateway fields.
Click Apply, and then wait until the changes are confirmed.

Create a TCP/IP Port in Windows (wireless only)

Add a printer port to Windows that matches your printer's IP address.

Print a Wireless Network Test Results or Network Configuration report.
- Most printers with a control panel menu: Open the Wireless or Network Settings menu and select Wireless Network Test.
- Most printers without a control panel menu: Press and hold the Wireless button or the Copy button for ten seconds or until the Ready light blinks.
For detailed steps for your printer, go to HP Customer Support, enter your printer model, and then search for self test page to find the document on printing reports.
On the Network Configuration Page, find the printer's IP address.
In Windows, search for and open Printers & scanners.
Click the name of your printer, and then select Manage.
Click Printer Properties.
On the Ports tab, click Add Port.
Select Standard TCP/IP Port, and then click New Port.
Type the printer's IP address, and then click Next.
Select the new Standard TCP/IP Port from the list, and then click OK.

Note:
You might see two printers in the list of devices. Do not remove or uninstall either printer.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the printer USB connection

Check the USB cable for damage and recommended length, and then restart your printer and computer.

Turn off the printer and the computer.
Disconnect the USB cable from the computer and printer, and then inspect the cable.
- If the cable is damaged or longer than 3 m (9 ft 10 in), replace it.
- If the cable is undamaged and shorter than 3 m (9 ft 10 in), connect the cable to a different USB port on the computer. The port should be USB 2.0 or greater. If you are using a USB hub or docking station, connect the cable directly to the computer.
Connect the cable to the printer.
Turn on the computer, and then wait for the startup process to complete.
Turn on the printer, and then add the printer (Mac) or wait for the computer to install the new device (Windows).

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.
Printer is off or in sleep mode: Touch the control panel or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.
Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks, the printer is disconnected from the network.
Reconnect the printer to the network: Place the printer within range of the Wi-Fi router signal, and then connect it to the network.
- Printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.
- Printers without a touchscreen control panel: Press and hold the Wireless button for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer Wireless light stops flashing when the connection completes.
- HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.
Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.
Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.
Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.
Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.
Wireless isolation could be causing your printer to appear offline. Check with your router manufacturer for more information.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a report to verify the connection.

Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.
Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

Note:
Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the connector.
Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer's Ethernet port.
Turn on the printer.
Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.
Print a Wireless Network Test Results or Network Configuration report.
- Most printers with a control panel menu: Open the Wireless or Network Settings menu and select Wireless Network Test.
- Most printers without a control panel menu: Press and hold the Wireless button or the Copy button for ten seconds or until the Ready light blinks.
For detailed steps for your printer, go to HP Customer Support, enter your printer model, and then search for self test page to find the document on printing reports.
Make sure the Network Status is Ready, or follow any instructions to resolve network issues identified on the report.

Resolve an offline printer (macOS)

Troubleshoot a 'printer offline' status using your Mac.

Run Diagnose & Fix from the HP Smart app (Windows, macOS)

Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.

Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers drop-down menu (macOS).

If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).

Location of the Diagnose & Fix icon in the lower left (Windows) and from the Printers drop-down in the top menu bar (macOS)
Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.
On the diagnostics results screen, follow the instructions to resolve any issues found.

Re-add the printer

Remove and re-add your printer from the print queue to clear any error states.

Click the Spotlight icon , and then search for and open Printers & Scanners.
Click the printer name, click Remove Printer or the Remove button , and then click Remove Printer or Delete Printer when prompted.
Click Add Printer, Scanner, or Fax or the Add button , select your printer in the list, and then click Add.

Reset the printing system (macOS)

Resetting the printing system on a Mac can resolve problems such as print jobs stuck in the queue, connection issues, and incomplete driver setups.

Note:

A printing system reset removes all HP and non-HP printers and scanners, and clears all print jobs and saved print settings. All printers and scanners must be set up again after completing the reset.

Click the Spotlight icon , and then search for and open Printers & Scanners.
Right-click or click while pressing Control in the Printers list, and then select Reset printing system to complete the reset.
Restart the printer.
Click Add Printer, Scanner, or Fax or the Add button , select your printer in the list, and then click Add.

Create a manual IP connection

Use information on a Network Configuration Page to set up a manual IP address for your printer, and then use it to connect to your Mac.

Print a Wireless Network Test Results or Network Configuration report.
- Most printers with a control panel menu: Open the Wireless or Network Settings menu and select Wireless Network Test.
- Most printers without a control panel menu: Press and hold the Wireless button or the Copy button for ten seconds or until the Ready light blinks.
For detailed steps for your printer, go to HP Customer Support, enter your printer model, and then search for self test page to find the document on printing reports.
On the Network Configuration Page, find the Wireless Status, IP Address, Subnet Mask, Default Gateway, and URL.
- Under 802.11 Wireless, the Status should be Connected.
- Under 802.11 Wireless, find the printer IP Address, Subnet Mask, and Default Gateway numbers. If you see different numbers for IPv4 and IPv6, you only need the IPv4 numbers.
- Under General Information, find the URL(s) for Embedded Web Server. Your printer might have more than one URL.
On your Mac, open an internet browser, type one of the URLs into the address field, and then press Enter to open the Embedded Web Server (EWS).
In the EWS, click the Network or Networking tab, open the Wireless menu option, and then click IPv4 Configuration.
Select Manual IP, and then enter your printer information.
- To auto-fill all fields, click Suggest a Manual IP Address, and then make sure the fields for Manual IP Address, Manual Subnet Mask, and Manual Default Gateway match the printer information on the Network Configuration Page.
- If Suggest a Manual IP Address is not available, type the information from the Network Configuration Page into the IP Address, Subnet Mask, and Default Gateway fields.
Click Apply to save the manual IP address settings.
In the main menu bar, click the Spotlight icon , and then search for and open Printers & Scanners.
Click Add Printer, Scanner, or Fax or the Add button.
In the Add Printer window, select the IP icon .
Type the manual printer IP address in the Address field, and then select AirPrint from the Protocol drop-down menu.
Wait for the Mac to connect to the printer.
Enter a printer name in the Name field that you can recognize easily but is not personally identifiable to protect your privacy.
Click Add to complete the setup.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the printer USB connection

Check the USB cable for damage and recommended length, and then restart your printer and computer.

Turn off the printer and the computer.
Disconnect the USB cable from the computer and printer, and then inspect the cable.
- If the cable is damaged or longer than 3 m (9 ft 10 in), replace it.
- If the cable is undamaged and shorter than 3 m (9 ft 10 in), connect the cable to a different USB port on the computer. The port should be USB 2.0 or greater. If you are using a USB hub or docking station, connect the cable directly to the computer.
Connect the cable to the printer.
Turn on the computer, and then wait for the startup process to complete.
Turn on the printer, and then add the printer (Mac) or wait for the computer to install the new device (Windows).

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.
Printer is off or in sleep mode: Touch the control panel or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.
Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks, the printer is disconnected from the network.
Reconnect the printer to the network: Place the printer within range of the Wi-Fi router signal, and then connect it to the network.
- Printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.
- Printers without a touchscreen control panel: Press and hold the Wireless button for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer Wireless light stops flashing when the connection completes.
- HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.
Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.
Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.
Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.
Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.
Wireless isolation could be causing your printer to appear offline. Check with your router manufacturer for more information.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a report to verify the connection.

Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.
Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

Note:
Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the connector.
Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer's Ethernet port.
Turn on the printer.
Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.
Print a Wireless Network Test Results or Network Configuration report.
- Most printers with a control panel menu: Open the Wireless or Network Settings menu and select Wireless Network Test.
- Most printers without a control panel menu: Press and hold the Wireless button or the Copy button for ten seconds or until the Ready light blinks.
For detailed steps for your printer, go to HP Customer Support, enter your printer model, and then search for self test page to find the document on printing reports.
Make sure the Network Status is Ready, or follow any instructions to resolve network issues identified on the report.

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