Created: October 12, 2022

My HP printer won’t print

My computer is telling me it is off line and I think documents waiting to print? Just how to get my computer back online please
Last Edit: November 11, 2022
Daniel Moore
Daniel Moore Tech Expert & Writer
 Hello, thank you for contacting Howly! I am here to help you today! May I know your first name, please?
Customer Reply
*****
Daniel Moore
Daniel Moore Tech Expert & Writer
Nice to meet you, *****!
Is your printer wireless or wired?
Customer Reply
Think it is wireless? it is a HP office jet 6960
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, however, is it connected to the computer with a USB cable, or is it wireless, or you are not sure, *****?
Customer Reply
dont think connected Stew, the lead from the computer is a plug that goes into the wall.
Daniel Moore
Daniel Moore Tech Expert & Writer
No, I mean from printer to computer, does it have any cables?
Customer Reply
dont think so
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, no worries
May I ask you, did you force restart your printer, *****?
Customer Reply
dont think so swithched it off checked the pug then switched it back on sont know how to force restart...
Daniel Moore
Daniel Moore Tech Expert & Writer
No worries, may I ask you to:
1) Shut down your printer, discronnet it from Wall for 1 minute
2) Connect it back, turn it on
Customer Reply
Ok doing that now
Daniel Moore
Daniel Moore Tech Expert & Writer
Sure, take your time, please
Customer Reply
OK switched off and now back on.
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, thank you! May I ask you to print something?
Customer Reply
I will try...
Daniel Moore
Daniel Moore Tech Expert & Writer
Sure, take your time, please
Customer Reply
Just tried to print our communication page nothing???
Daniel Moore
Daniel Moore Tech Expert & Writer
What does it say? Any pop-up messages at the bottom right side?
Customer Reply
nothing
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, let's check if printer is connected
Customer Reply
Think the printer is on Scan not print cant change it...
Daniel Moore
Daniel Moore Tech Expert & Writer
*****, may I ask you to:
1) Press at the same time the Windows key  and the letter R
So, Windows Key and letter R at the same time
A new box will pop up on your screen
Type there - control printers
And click OK
Customer Reply
Done that got a new page up but dont know what to do now...
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, could you please describe to me what you see there?
Customer Reply
lots of info???
Daniel Moore
Daniel Moore Tech Expert & Writer
Great, could you specify what it says when you entered 'the 'control printers' page?
Customer Reply
HP Control Panel Features, How to manage a printer in W10, HP Printers - control panal features, control Paner, Howe to open and change Printers in W11/10
Daniel Moore
Daniel Moore Tech Expert & Writer
I'm sorry, you probably opened the webpage not the control panel
You have to press two buttons at the same time
Windows Key and letter R - it will bring you a pop-up box with the message
Then you have to type: control printers
And click OK
Customer Reply
I will have another go.
Daniel Moore
Daniel Moore Tech Expert & Writer
Sure, no worries, take your time
Customer Reply
great brought all my pictures golf up?
Daniel Moore
Daniel Moore Tech Expert & Writer
😁 Probably, you are on the wrong page, *****
It's not what we need, as walking through instruction, it should bring you all devices and printers connected to this computer
Let's try this way, may I ask you to press the Windows button and letter i at the same time, it should bring you Windows settings, could you try, please?
Customer Reply
from the last time I have devices and printers
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, could you please click on 'devices and printers'?
Customer Reply
done
Daniel Moore
Daniel Moore Tech Expert & Writer
Thank you! May I ask you to check if you see in that list the HP printer, *****?
Customer Reply
yes that is the one that has a green tick.
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, when you click on the HP printer, at the bottom should appear message Status: connected or Offline
Could you please check it?
Customer Reply
status off line
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, thank you!
May I ask you to take a look at the top of this box, *****, do you see there option 'Add printer' ?
Customer Reply
yes
Daniel Moore
Daniel Moore Tech Expert & Writer
Great! May I ask you to click on it?
Customer Reply
no printers listed to add to PC
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, *****, may I ask you to check, how many cables you have that go from the printer?
Customer Reply
Printer only has one cable the power source
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, great! It means that the printer is wireless
*****, may I ask you, do you have a small screen on the printer? It might be the touchscreen.
Customer Reply
yes
Daniel Moore
Daniel Moore Tech Expert & Writer
Great! Do you see there option 'Settings' ?
Customer Reply
cant see settings even in apps it says would you like to updat printer apps on this printer???
Daniel Moore
Daniel Moore Tech Expert & Writer
Do you have option 'yes' ?
Customer Reply
no but just thought our TV wifi change the wifi settings and dont think we change it on the printer? How do i change it?
Daniel Moore
Daniel Moore Tech Expert & Writer
Sure, so I'm guiding you on how to reconnect printer to the Network back
*****, what does it say on your printer's screen at the moment?
Customer Reply
it says copy or control page tips
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, may I ask you to take a look at the top left corner of your printer's screen, do you have there tool icon  or like circle icon?
Customer Reply
circle icon
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, great! Now, you have to swipe with your finger from the top to the bottom and it should show you new options, like Print Apps/info/Update Print Apps
Could you check it, please?
Customer Reply
yes it shows,printer name, IP address
forgot scheduled and info
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, may I ask you to press on the circle at the top left corner?
Customer Reply
done
Daniel Moore
Daniel Moore Tech Expert & Writer
Greate! Do you have option 'Network Setup'?
Customer Reply
yes
Daniel Moore
Daniel Moore Tech Expert & Writer
Thank you!
Then press on 'Wireless Settings', please
Customer Reply
done
Daniel Moore
Daniel Moore Tech Expert & Writer
Thank you, then -> Wireless setup wizard, please
Customer Reply
done
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, is it searching for Wi-fi?
Customer Reply
I need to select a network nut also can enter new network name that I have now
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright, do you see in this list your home Wi-Fi?
Customer Reply
im have entered new info in and trying to connect now connected and now printing everything that was locked in the printer once done I will try and print something and let you know.
Daniel Moore
Daniel Moore Tech Expert & Writer
Great! Keep me updated
Customer Reply
Yeah working, thank you so much for your help today Stew ****
Daniel Moore
Daniel Moore Tech Expert & Writer
You are welcome, *****! Thank you for your time
Is there anything else I can do for you today?
Customer Reply
no I'm happy now I'm a career consultant and needed my printer this afternoon to print a client's CV off. Thanks again
Daniel Moore
Daniel Moore Tech Expert & Writer
Thank you for your time, stay safe and bye, *****
Please feel free to contact us at any time. We'll be happy to help you.