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Welcome to HP Customer Support

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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP Printers - Printer is Offline (Mac)

This document applies to all HP printers and computers with macOS and OS X.
The message 'offline' displays as the status for a printer or the message 'Printer not responding' displays when attempting to print.
Offline indicates that the Mac cannot communicate with the printer. The offline message displays when the printer is powered off, or a USB cable connection has become disconnected.
Figure : Printer status examples
 Two devices showing offline and not responding
Step 1: Check connection between the printer and the Mac (connectivity)
Offline messages happen when the Mac cannot communicate with the printer. Select the type of connection you have, then follow the instructions to make sure the connection is working.
Step 2: Reset the printer
Resetting power to the printer forces the printer to reset stored values in the firmware. A power reset can help when the printer is not accepting communication from the Mac.
  1. Make sure the printer is idle, not making any sounds, before continuing.
  2. With the printer turned on, disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
  8. Try printing again and note what happens.
    • If the printer prints, you can stop troubleshooting.
    • If the print job becomes stuck again, continue to the next step.
Step 3: Remove multiple printers from the printer list
Check for multiple devices in the Printers list, and then remove any extra entries other than one in idle status.
  1. Search the Mac for Print, and then click Print & Fax, Print & Scan, or Printers & Scanners in the list of results.
  2. Find the printer names that match your printer from the list of devices.
    Figure : Printers and Scanner window with multiple names of a printer in the list
     Printers and Scanner window with multiple names of HP Photosmart 7520 printers shown  in the list
  3. If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list. Leave one 'idle' printer in the list that matches your printer if available and use this printer as the Default printer.
  4. Try printing again.
    • If the printer prints, you can stop troubleshooting.
    • If the printer remains offline or displays an error, continue to the next step.
Step 4: Delete the existing print queue and add the printer
Remove the printer queue from the list of printers, and then add it again. Doing so creates a new printing session.
  1. Make sure your Mac is connected to the Internet.
  2. In the Printers list, click your HP printer, and then click the Minus button to delete it.
  3. Click the Add button .
  4. Find and select the name of your printer from the Printer list, and then click Add to add your printer. Do not select an HP Fax driver.
      note:
    If your printer does not display in the list, make sure the printer is connected, turned on, has power, and is ready to print.
    Figure : Example of the printer selection list
    Image: The Add window showing a selection of printers with one model selected.
  5. Click Print Using or Use.
  6. Select the name of your printer (if available) or AirPrint.
    Figure : Menu showing AirPrint selected
    Image: Menu showing AirPrint selected
    Your new printer queue displays in the Printers list in an Idle status .
    Figure : Example of a newly added printer in the Printers & Scanners list
    Image: The printers and scanners windows with one printer in the printers list
  7. Try printing again.
    • If the printer prints, you can stop troubleshooting.
    • If the printer remains offline or displays an error, continue to the next step.
Step 5: Reset the printing system
If all previous troubleshooting did not resolve the issue, try resetting the printing system.
  caution:
Resetting the print system deletes all devices in the print queue. This includes both HP and non-HP devices.
  1. Right-click (or Ctrl + click) the blank space in the Printers list, and then click Reset printing system....
    Figure : Resetting the print system
     Printers and Scanners windows showing the Reset printing system selection
  2. Click Reset in the confirmation window.
  3. Enter the administrator user name and password, and then click OK.
  4. Wait until the printing system is reset and no devices show in the Printers list.
  5. Add your printer to the list again as was done previously.
  6. Try printing again.
    • If the printer prints, you can stop troubleshooting.
    • Continue troubleshooting if the errors persist.
Step 6: Other things to try
If all previous troubleshooting has not resolved the issue, try these possible solutions.

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Country/Region: Flag United States

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