Updated: March 09, 2023
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by Jolene Haston
Tech Expert & Writer
497 resolved issues
Verified Expert in:
Smartphones, Apps, 4G/5G issues, Mac issues

Printer won't work says its offline and wont accept my new passworde for wi fi

Hello, thank you for using Howly.
What troubleshooting have you done so far?

Customer Replay

printer offline will not operate. Turned all off and turned back on. Will not accept my wi fi password

Thank you for the information!
Can you tell me the brand and model of your printer?

Customer Replay

HP desk jet 4120e model 3xv14B


Thank you for the info!
I would recommend you start with the print spooler reset. The print spooler is a service that handles interaction with the printer. Restarting this service can help solve your printer’s issue. To do this please follow these steps:

  1. Open the Start Menu.
  2. Type services.msc into the Search Field and run it.
  3. Double-click "Printer Spooler" in the Services list.
  4. Click Stop and click OK. Then close "Services.msc".
  5. Navigate to "%WINDIR%\system32\spool\printers" (copy andpaste it into the address bar of the file explorer), anddelete all files in this folder.
  6. Run "Services.msc".
  7. Double-click "Printer Spooler" in the Services list.
  8. Click on Start. On the Startup Type list, make sure that "Automatic" is selected and click OK.
Customer Replay

What start menu

banner 3

On your pc
In the lower-left corner
Also, you can try a much easier way:

  1. Please, visit this link: https://t.ly/so5-
  2. Click on the"Printer offline message" button and download the program.Once downloaded, refer to the steps below
  3. Run HPPSdr.exe from the download location on your computer.
  4. Once HP Print and Scan Doctor are open, click Start, and then choose your printer.
  5. If your printer is not listed, turn it on and click Retry.
  6. If there is a connection problem, follow the instructions in the tool.
  7. If a screen displays prompting to turn on printer updates, click Yes and continue.
  8. If a screen displays prompting to make your printer the default printer, click Yes and continue.
  9. If you are still facing the printer offline problem, follow the instructions from Step 2.
Customer Replay

How do I copy and paste on this screen
Ive lost you on computer

Click on the left mouse button on this adress and hold it from the beginning to the end, then use Ctrl+C button and Ctrl+V button

Customer Replay

on my screen printers file
I can copy and paste on this screen

Got it
Have you opened the %WINDIR%\system32\spool\printers folder?

Customer Replay

Yes it looks like it

banner 6

What's in the address bar of your Explorer window?

Customer Replay

This pc Windowswindows system32 spool PRINTERS

Right, now please select all files in this folder and delete them

Customer Replay

says this action can’t be completed as in spoiler file

OK, then please close this explorer window

Customer Replay


banner 9

Now, click on your Start menu in the bottom left.
Type in Explorer.
When Explorer shows up in the list of options, click on it with the right button of your mouse, and select RUN AS ADMINISTRATOTR

Customer Replay

It says on screen Do you want to allow this app to make changes to your device Microsoft windows

Please confirm
Do you have the HP Smart app on your computer?

Customer Replay


Good, I think it will be easier to use the HP Smart.
Please start the app, too.

Customer Replay

it says create account and on screen set up a printer

Please confirm and proced
Are you being prompted to enter your email and create a password?

Customer Replay

I am already account holder it is saying owned printers General 1 owned printer Status 1 ready to print Connectivity 1 printer not connected

Can you do it?
Unplug and restart your printer

Customer Replay

Ok ready

Can you try to print again?

Customer Replay

take a minute to get to relevant screen
printer validation failed unable to communicate with printerHPB0227AAB5148

  1. Open the Printer troubleshooter
    Type troubleshoot in the Search box and click on Troubleshoot settings from results
  2. Click Printer and press the Run this troubleshooter button.
  3. Then select a printer to troubleshoot.
  4. Click the Next button to go through the troubleshooter’s suggested fixes.
  5. Reset the Printer
  6. Unplug the printer from the wall and then the back of the printer with the printer turned on.
  7. Remove additional USB cables from the printer if there are any.
  8. Wait for about three or four minutes.
  9. Press and hold the printer’s power button for about 30 seconds to discharge it.
  10. Thereafter, plug the printer’s cable back into the wall. Then reconnect that cable with the rear of the printer.
  11. Turn the printer back on.
    Reinstall the HP Printer
  12. Input appwiz.cpl in the Open text box, and click the OK button.
  13. Select the HP printer software listed in the Programs and Features Control Panel applet
  14. Click the Uninstall option, and then click Yes to confirm.
  15. Restart the desktop or laptop after removing the software.
  16. Next, enter Control Panel in Run’s text box and click OK to open the window shown directly below
  17. Click Devices and Printers to open the window in the snapshot directly below.
  18. Right-click the printer to uninstall and select Remove device.
    Then click Yes to confirm.
Customer Replay

Troubleshooting couldn’t identify problem

Got it, Follow the instructions below
Let me know when you're done.

Customer Replay

it says HPAB5148 (hp deskjet4100. Series offline

Got it.

  1. Download the HP Smart app from https://apps.apple.com/us/app/hp-smart/id1474276998
  2. In HP Smart, click Add Printer or the plus sign to search for the printer, and then follow the instructions to complete the setup.
  3. Open the HP Smart app, and then Click your printer, click Printers in the top menu bar, and then click Diagnose & Fix.
  4. Click start
  5. Follow any instructions provided if any issues are found.
Customer Replay

can’t see add printer or +sign

Are you using an HP computer for the printer?

Customer Replay


Then I will send you another instruction manual. Just a minute.

  1. Download the HP Smart app from https://apps.microsoft.com/store/detail/hp-smart/9WZDNCRFHWLH?hl=en-us&gl=us
    If you are prompted to sign in with Microsoft to use the app across devices, you can sign in or click No, thanks for continuing.​
  2. If you are setting up HP Smart for the first time, you must create or sign in to an HP account to access all printer functions.
  3. In HP Smart, click Add Printer or the plus sign to search for the printer, and then follow the instructions to complete the setup.
Customer Replay

Can we leave it until yesterday I can’t do anymore.Try and get my daughter here. Can you email instructions or give link back to you

Of course. I'll send you everything in the mail.
*****@sky.com - this is your email?

Customer Replay

thankyou that is correct. Thankyou for all your help and patience

Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

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