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When an HP printer shows offline while its wireless light says it is connected, Windows and the printer disagree about where to find each other. The printer may be fine. HP’s guidance for an HP printer offline status starts with the network and then moves to the Windows printer settings. This guide follows that order, so you check the cheap things first.

Why the printer says it is connected but Windows says offline

The wireless light only tells you that the printer is on the network. Windows keeps its own record of how to reach the printer, and that record can point to the wrong place or be blocked. HP notes that the printer and the device must be on the same network, and that Windows can block traffic from devices when the network profile is set to Public.

If your phone prints but your PC does not, the printer is probably working and the fault is on the PC side. That is our reading, not an HP statement, but it is a good reason to start with Windows settings.

Step 1: Restart everything in order

1. Press the power button to turn off the printer. If it does not turn off, unplug it.
2. Turn off the computer or phone you print from.
3. Restart the router.
4. Reconnect the printer power cord if needed, then turn the printer on. HP recommends plugging it directly into a wall outlet.
5. Turn the computer on and try to print.

Step 2: Check the network

• Open the list of networks on the PC and confirm it is on the same Wi-Fi network as the printer. HP says not to connect to DIRECT-xx-HP followed by your printer model.
• On the printer, check the wireless light. Solid blue means connected. If it is off or blinking, the printer is not connected. Move it within 8 m (26 ft) of the router and check again.
• A printer cannot connect over a public or guest network that needs a login or a confirmation page, such as at a school or hotel.
• If a USB cable is plugged into the printer, unplug it so Wi-Fi stays enabled.

Set the network profile to Private

HP says a Public network profile can make Windows block traffic from devices. Change it only on a trusted home or office network. Click the network icon on the right side of the taskbar, click Properties under your network name, and choose Private.

Step 3: Fix the printer settings in Windows

1. Open Printers & scanners. Make sure Let Windows manage my default printer is not checked.
2. Click your printer and choose Manage, then Set as default. If several entries have your printer’s name, pick the one that is idle or online.
3. If it is still offline, select the printer and choose Remove device, then Yes. With the printer on, click Add a printer or scanner to add it again.

Step 4: Use Diagnose & Fix in the HP app

Open the HP app, click your printer, and choose Diagnose & Fix. Click Start, wait for the analysis, and do not close the app while it runs. You can also remove the printer from the app (Remove from app at the bottom of the printer page) and add it again. This is HP’s replacement for the retired Print and Scan Doctor. See HP App Replaces HP Smart for how the app works.

Step 5: Advanced options

Create a Standard TCP/IP port

HP’s steps start by printing a Network Configuration Report. In the HP app, click the printer image, then Printer Reports under Tools. On a touchscreen printer, open the Wireless or Network Settings menu. Then:

1. Find the printer address in the 802.11 Wireless section of the report. HP’s steps use the IPv6 address, which starts with fe80.
2. In Printers & scanners, click your printer, then Printer properties.
3. On the Ports tab, click Add Port, choose Standard TCP/IP Port, and click New Port.
4. Type the address, click Next, select the new port, and click OK.

HP warns that you might see two printers afterwards. Do not remove or uninstall either one.

Set a manual IP address

On the same report, note the IP Address, Subnet Mask, Default Gateway and the Embedded Web Server URL. Open that URL in a browser, go to Network > Wireless > IPv4 Configuration, choose Manual IP, and enter the values (or use Suggest a Manual IP Address). Click Apply.

Update the firmware

HP lists a firmware update as an advanced step. Do not turn the printer off during an update, because HP warns this can permanently damage it. If the problem started after a driver change rather than a network change, our guide to “Driver is unavailable” may fit better.

If the printer is reachable but scanning still fails, see our guide to an HP printer not scanning while it still prints.

Frequently asked questions

Why does my HP printer say offline when it is on Wi-Fi?

The printer may be on the network while Windows is looking elsewhere, for example on another network, a blocked profile, or a duplicate printer entry.

Should I give the printer a fixed IP address?

HP lists a manual IP as an advanced option. It is worth trying if the printer goes offline again after working for a while.

Do I need a new driver?

Not at first. HP’s steps begin with restarts, network checks and printer settings. For driver choices see our install guide.

Source: HP Support, “HP printer is offline or unavailable.” Menu names can differ between printer models and Windows versions.

An HP printer that is not scanning but still prints usually has a problem in the scan path only: the scan service in Windows, the connection, or the software that talks to the scanner. HP lists messages such as “Scanner not found,” “An error occurred communicating with the scanner or scanning device,” and “Scan to computer is currently unavailable.” This guide follows HP’s own Windows steps in a practical order.

Why your HP printer is not scanning while printing works

Printing and scanning use different parts of Windows. A print job only needs the printer driver. A scan also needs the scan service (WIA) and an app that can reach the scanner. So a printer can be online for printing and still be unreachable for scanning. Test the scan after every step below, as HP advises, so you know which step fixed it.

Step 1: Scan from the printer driver

HP suggests this first when the HP app or another app fails. It tells you whether the scanner itself responds.

1. Make sure the printer is on and ready, and load the page you want to scan.
2. In Windows, search for Control Panel and open it, then click Devices and Printers.
3. Find your printer and check that it is online. HP describes this as a green circle with a check mark on its icon.
4. Right-click the printer driver and choose Start scan.
5. Make any changes you want, click Preview, drag the boundary lines around the area, and click Scan.
6. Click Next, type a name, and click Import. HP says scans are saved in your Pictures folder, in a folder named by date.

If this scan works, keep using it as a workaround and move on to the app question further down. If it fails, go to Step 2.

Step 2: Check the Windows Image Acquisition service

HP explains that WIA allows communication between the computer and the scanner, and that scan jobs can fail when it is off or not running correctly.

1. In Windows, search for View local services and open it.
2. Find Windows Image Acquisition (WIA) and read its Status and Startup Type.
3. If the status is Started or Running and the Startup Type is Automatic, WIA is fine. Go to Step 3.
4. If it is Disabled or the status is blank, right-click the service, choose Properties, set Startup type to Automatic on the General tab, and click Start.

If the Start button is grayed out, HP says to go back to the Services list and make sure these services are running and set to Automatic: DCOM Server Process Launcher, Remote Procedure Call, RPC Endpoint Mapper, and Shell Hardware Detection. Then try to start WIA again.

Step 3: Check how the printer is connected

HP’s offline-printer page lists the connection checks that also apply to scanning. For a Wi-Fi printer, make sure the PC is on the same network as the printer and that the printer’s wireless light is solid blue. Do not connect the PC to the printer’s own DIRECT network by mistake. A guest or public network that asks you to log in can also block the connection.

For USB, HP says to use a cable no longer than 3 m (9 ft 10 in) and to plug it straight into the computer, not into a hub. Replace the cable if it looks damaged.

Step 4: Replace the driver with the HP app

If the scanner is still not found, HP’s next step is to remove the printer software and set the printer up again with the HP app.

1. Disconnect any USB cable from the printer.
2. Search for Add or remove programs and look for your printer name. If you find it, click it and choose Uninstall. If not, open Printers & scanners, click your printer, and choose Remove device.
3. Click Yes if a User Account Control message appears, follow the prompts, and restart the computer.
4. Go to 123.hp.com or your app store, install the HP app, and follow the steps to connect the printer.

HP says installing the HP app also installs the drivers your printer needs. We explain this change in HP App Replaces HP Smart. HP’s page also lists the HP app’s Diagnose & Fix tool, which replaced the retired Print and Scan Doctor (our page on the replacement).

If you also need the full driver package

Some older printers and some office setups still work best with HP’s full software package for the exact model. Our guide to installing an HP printer driver explains how to pick it. hpdrivers.net is an independent website, and our model pages link to HP’s own downloads.

Frequently asked questions

Why does my HP printer print but not scan?

Printing needs only the printer driver. Scanning also needs the WIA service and a working connection to the scanner. If either is off, printing can continue while scanning fails.

Does it matter whether I use USB or Wi-Fi?

Yes. HP gives different checks for each. For USB, use a cable under 3 m, directly in the PC. For Wi-Fi, use the same network on the PC and the printer.

Can I use another app to scan?

If the scan from the printer driver in Control Panel works, you can keep scanning that way while you sort out the app. HP lists this as its first step.

Sources: HP Support, “HP printers – Scanner not found or connected (Windows, macOS)” and “HP printer is offline or unavailable”. Menu names can differ slightly between Windows versions and printer models.

The HP app replaces HP Smart, according to HP’s own support documentation. If the printer app on your computer or phone looks different, or you cannot find HP Smart in an app store, this is the reason. This guide explains what changed and what HP says about drivers and saved settings. It also lists what to check when the HP app cannot find your printer.

What it means that the HP app replaces HP Smart

HP now offers one app, called the HP app, for setting up and managing printers. HP’s community article describes it as the next generation of HP Smart. HP’s printer setup page says the app is available for Windows, Mac, iOS and Android.

The same page says HP Smart is available for Windows 10 32-bit. It also warns that the HP app might not be available for your operating system. In that case, HP says HP Smart provides full-feature printer support.

HP’s article from July 2025 adds that the rollout is gradual. The app may not have reached every country yet. If the HP app is not shown for your printer, HP says to keep using HP Smart.

Can you go back to HP Smart?

According to HP, no. Once the HP app replaces HP Smart on your device, HP Smart becomes obsolete. HP says your printers and saved settings are migrated automatically. If your printer is missing after the switch, add it to the HP app again.

Do you still need a separate printer driver?

HP’s setup page includes a note on this. It says that installing the HP app automatically installs all the drivers needed to operate the printer. You do not need to install additional drivers afterwards.

However, that applies to printers the app supports. HP says the app supports most wireless-enabled HP printers released since 2014. If your printer is older, or the app does not support it, you may need the driver for your exact model instead. Our guide to installing an HP printer driver shows how.

How to install the HP app

1. Open a browser on the device you want to connect to the printer. Go to start.hp.com. HP’s community article names 123.hp.com for the same step.
2. Search for your printer model.
3. If HP offers the HP app, download it. If HP offers only HP Smart, install that instead.
4. Follow the on-screen setup steps.

Install apps only from HP’s setup page or your device’s official app store. HP’s July 2025 disclaimer says internet access is required and an HP account is needed for full functionality.

What to do when the HP app cannot find your printer

Most cases come down to the network. HP’s Wi-Fi troubleshooting pages suggest these checks. Some of those pages still use the name HP Smart, and menu names may differ in the HP app.

1. Restart everything. Restart your computer or phone, the printer and the router.
2. Use the same network. Put the device and the printer on the same network name. A solid blue wireless light on the printer means it is connected.
3. Check the 2.4 GHz band. Make sure the 2.4 GHz band of your router is on. If the router uses a separate name for each band, connect the printer to the 2.4 GHz name.
4. Unplug the USB cable. A USB connection can block Wi-Fi setup.
5. Avoid guest networks. Also avoid the printer’s own Wi-Fi Direct signal, which starts with DIRECT and ends with the printer model.
6. Turn on Bluetooth. Enable it on the computer or phone. On a phone, turn on location services too, so the app can detect the printer.
7. Restore Wi-Fi setup mode. Then add the printer again. HP says setup mode stays active for two hours during first-time setup. The steps differ by model.
8. Ask about wireless isolation. This router setting can make a printer look offline. Your router’s maker can tell you how to check it.

HP has pages for each step: troubleshoot a Wi-Fi connection to an HP printer, restore Wi-Fi setup mode, and Wi-Fi connection lost after a router or network settings change.

If the app still does not work

First, run Diagnose & Fix in the HP app. HP now recommends it instead of Print and Scan Doctor. Our page on the Print and Scan Doctor replacement explains what it checks.

Then try printing without the app. Our HP printer driver guide for Windows 11 covers the driver route. If Windows shows a driver status instead, see why a driver is unavailable for an HP printer.

Frequently asked questions

Is HP Smart gone?

Not everywhere. HP’s setup page still lists HP Smart for Windows 10 32-bit. It also says HP Smart is the fallback where the HP app is not available. The HP app replaces HP Smart once it is installed on your device.

Will I lose my printers when I switch?

HP says your printers and saved settings are migrated automatically. If a printer is missing, add it again in the HP app.

Does the HP app work with my printer?

HP says it supports most wireless-enabled HP printers released since 2014. Check HP’s compatibility page for your exact model.

Do I need an HP account?

HP’s July 2025 disclaimer says an HP account is required for full functionality. It also says internet access is required.

Sources: HP printer setup (HP app) and HP Support Community article Meet the All-New HP App (July 22, 2025). Both state that the HP app replaces HP Smart. HP may have changed these details since. hpdrivers.net is an independent website and is not affiliated with HP Inc.