hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    Fix HP Printer issue on macOS

    A [software component] will damage your computer message displays when printing or while installing - Click Here

    Information

    Audio or sound issues? Try our automated HP Audio check!

    Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

    Information
    Create an HP account today!

     Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more​

hp-concentra-wrapper-portlet

Actions
Loading...

HP printer is offline or not responding

On your Windows computer or Mac, the printer status is Offline and the printer does not print.

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

Make sure the printer is ready to print

Your printer should be on, have paper in the input tray, have sufficient ink or toner, and display no errors or blinking lights.

  1. Make sure the printer is not off or in sleep mode. Press the Power button to wake it or turn it on.

  2. Make sure paper is loaded into the input tray, and that the paper width guides rest gently against the sides of the paper stack.

  3. Make sure the correct ink or toner cartridges are installed, and that the printer has sufficient ink or toner for your print job.

  4. Make sure no error messages or blinking lights display on the printer control panel. Resolve any errors before you use the printer.

  5. Restart the printer to clear any error states. Turn the printer off, wait 30 seconds, and then turn it on.

Resolve an offline printer (Windows)

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

Use HP Print and Scan Doctor (Windows)

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

  1. Make sure paper is loaded in the main tray, and then turn on the printer.

  2. Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

  3. On the welcome screen, click Start to select your printer and run the diagnostic.

  4. If your printer is not found, click My product is not listed, and then follow the instructions troubleshoot the connection.

Set the default printer

Set your printer as default on your Windows 10 computer to make sure print and scan jobs use the correct printer.

  1. In Windows, search for and open Printers & scanners.

  2. Make sure the box next to Let Windows manage my default printer is not checked.

  3. 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.

    Clicking Manage to manage printer preferences
  4. Under Manage your device, click Set as default.

    Setting the selected printer as default in Windows

Check Windows Function Discovery services

If your printer uses a WSD port, make sure Function Discovery services start automatically and are currently running.

  1. In Windows, search for and open Control Panel, and then click View devices and printers.

  2. Right-click your printer, select Printer Properties, and then click the Ports tab.

  3. 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, and then create a manual IP connection in the printer EWS and 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.

      Example of a WSD Port option in the printer ports with the check box selected
  4. In Windows, search for and open Services.

  5. Find Function Discovery Provider Host and Function Discovery Resource Publication in the list.

  6. For both, make sure the Status is Running and Startup Type is Automatic.

    Making sure the Function Discovery services are running and automatic
  7. If one or both items has a Manual Startup Type or is not running, right-click the item, select Properties, change the Startup Type to Automatic, click Apply, click Start, and then click OK.

  8. Close the Services window.

Create a manual IP connection (wireless only)

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

  1. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  2. 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.

      A Wireless Status of Connected on the Network Configuration Page
    • 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.

      Identifying the IP Address, Subnet Mask, and Default Gateway on the Network Configuration Report
    • URL(s): Under General Information, find the URL(s) for Embedded Web Server. Your printer might have more than one URL.

      Finding the URL for Embedded Web Server on the Network Configuration Page
  3. 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.

  4. In the EWS, click the Network or Networking tab, open the Wireless menu option, and then click IPv4 Configuration.

  5. Select Manual IP, and then provide your printer information.

    Manually setting a printer IP address in the EWS
    • 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.

  6. 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.

  1. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  2. On the Network Configuration page, find the printer's IP address.

  3. In Windows, search for and open Printers & scanners.

  4. Click the name of your printer, and then select Manage.

  5. Click Printer Properties.

  6. On the Ports tab, click Add Port.

  7. Select Standard TCP/IP Port, and then click New Port.

    Creating a new Standard TCP/IP Port
  8. Type the printer's IP address, and then click Next.

  9. 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 length, replace it if necessary, and restart your printer and computer.

  1. Turn off the printer and your computer.

  2. Disconnect the USB cable from your 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.

  3. Connect the cable to your printer, and then make sure the cable is fully secured to both ports.

  4. Turn on the computer, and then wait for the computer to complete startup.

  5. Turn on the printer, and then add your 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 menu 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:

    • Printers with touchscreens: Open the Wireless Setup Wizard from the Wireless, Settings, or Network Setup menu. Select your network name, and then enter the password to complete the connection.

    • Printers without touchscreens: Press and hold the Wireless button on the printer until the light starts blinking. Within two minutes press and hold the WPS button on the router. The light on the printer 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 Bluetooth during printer setup (Android, iOS only): The HP Smart app uses Bluetooth to help locate the printer and set up the wireless connection to the network.

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 Network Configuration Page to verify the connection.

  1. Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.

  2. 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 end.

  3. Connect the cable to a different Ethernet or LAN port on the router, and then plug it into the printer, making sure it is fully secured to both ports.

  4. Turn on the printer.

  5. 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.

  6. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  7. Under the General Information section, make sure the Network Status is Ready.

    Under the General Information section, the Network Status displaying as Ready

Resolve an offline printer (Mac)

Troubleshoot a 'printer offline' status using your Mac.

Remove and re-add your printer

Delete your printer from the print queue to clear errors, and then re-add it.

  1. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.

  2. Highlight the printer you want to remove, and then click the Minus signat the bottom of the list of printers.

  3. Click Delete Printer.

    Deleting a printer from the queue
  4. Click the Plus sign.

  5. Select your printer from the list.

  6. Click the Use or Print Using field, select AirPrint from the drop-down, and then click Add.

    Selecting your printer in the list and opening the Use field

Reset the print system (Mac)

Resetting the print system can clear any error states by removing all HP and non-HP printers, pending print jobs, and printer preferences.

CAUTION:

Resetting the print system removes all printers. After you reset the print system, re-add your printers to the queue.

  1. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.

  2. Right-click or control+click anywhere in the Printers list, and then click Reset printing system.

    Clicking Reset printing system
  3. Click Reset to confirm.

  4. Type the administrator name and password, and then click OK to complete the reset.

  5. Once the reset is complete, re-add your printer. Click the Plus sign, select your printer in the list, and then click Add.

Create a manual IP connection (wireless only)

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.

  1. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  2. 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.

      A Wireless Status of Connected on the Network Configuration Page
    • 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.

      Identifying the IP Address, Subnet Mask, and Default Gateway on the Network Configuration Report
    • Under General Information, find the URL(s) for Embedded Web Server. Your printer might have more than one URL.

      Finding the URL for Embedded Web Server on the Network Configuration Page
  3. 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.

  4. In the EWS, click the Network or Networking tab, open the Wireless menu option, and then click IPv4 Configuration.

  5. Select Manual IP, and then provide your printer information.

    Manually setting a printer IP address in the EWS
    • 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.

  6. Click Apply, and then wait until the changes are confirmed.

  7. On your Mac, click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.

  8. Click the Plus sign, and then select the IP tab on the top bar of the Add window.

  9. Type the printer IP address in the Address field, select HP Jetdirect - Socket from the Protocol drop-down menu, type the printer name in the Name field, and then make sure Generic PostScript Printer is selected in the Use field.

    Adding a printer using the printer IP address
  10. Click Add, and then follow any prompts to complete the process.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the printer USB connection

Check the USB cable for damage and length, replace it if necessary, and restart your printer and computer.

  1. Turn off the printer and your computer.

  2. Disconnect the USB cable from your 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.

  3. Connect the cable to your printer, and then make sure the cable is fully secured to both ports.

  4. Turn on the computer, and then wait for the computer to complete startup.

  5. Turn on the printer, and then add your 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 menu 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:

    • Printers with touchscreens: Open the Wireless Setup Wizard from the Wireless, Settings, or Network Setup menu. Select your network name, and then enter the password to complete the connection.

    • Printers without touchscreens: Press and hold the Wireless button on the printer until the light starts blinking. Within two minutes press and hold the WPS button on the router. The light on the printer 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 Bluetooth during printer setup (Android, iOS only): The HP Smart app uses Bluetooth to help locate the printer and set up the wireless connection to the network.

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 Network Configuration Page to verify the connection.

  1. Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.

  2. 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 end.

  3. Connect the cable to a different Ethernet or LAN port on the router, and then plug it into the printer, making sure it is fully secured to both ports.

  4. Turn on the printer.

  5. 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.

  6. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  7. Under the General Information section, make sure the Network Status is Ready.

    Under the General Information section, the Network Status displaying as Ready

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag Vietnam

hp-detect-load-my-device-portlet

Actions
Loading...