Printers · Repair guide

How to fix an HP printer that is not working

9 fixes, easiest first4 min readUpdated November 2026

Quick fix

Restart the HP printer, your computer and your router, make sure the printer and computer are on the same Wi-Fi network, then run Diagnose & Fix in the HP app (or HP Smart) and follow its steps.

What it means

Most HP printer problems come down to the printer losing its connection to the computer or phone, a stuck print job, or an app or driver that needs repairing. HP's own tool for this is Diagnose & Fix in the HP app, which is gradually replacing HP Smart. Cartridge errors and outdated printer firmware are the other common causes.

Common causes

  • The printer lost its Wi-Fi connection or is on a different network from the computer
  • A stuck print job is blocking the queue
  • Windows is set to use the printer offline, or a different printer is the default
  • A cartridge error is stopping the printer
  • Outdated printer firmware or a broken HP app or driver install
  • A loose or too-long USB cable, or a USB hub

How to fix it

Work down the list. Each fix is safe to try before moving on to the next.

01Restart the printer, computer and routerEasy

  1. Turn the printer off with its power button. If it will not turn off, unplug the power cord.
  2. Shut down the computer or phone you print from.
  3. If the printer uses Wi-Fi or a network cable, restart the router.
  4. Turn the printer on first, then the computer, and try printing again.

Why it helps: HP lists a full restart as the first step for offline and not-responding printers.

02Check the Wi-Fi or USB connectionEasy

  1. Wi-Fi: make sure the computer is on the same network as the printer, not on a network named DIRECT-xx-HP, which is the printer's own direct connection.
  2. Move the printer closer to the router if you can; HP suggests within about 8 m (26 ft).
  3. Wi-Fi: unplug any USB cable between the printer and computer.
  4. USB: use a cable no longer than about 3 m (9 ft 10 in), plugged straight into the computer, not into a hub. Replace it if it looks damaged.
  5. Network cable: try a different port on the router.

Why it helps: A weak signal, the wrong network or a poor cable are the most common reasons an HP printer shows offline.

03Run Diagnose & Fix in the HP appEasy

  1. Open the HP app, or HP Smart if that is what you have. If neither is installed, download the HP app from HP's website and add your printer.
  2. Windows: select your printer, then select Diagnose & Fix. In some versions this is a wrench icon in the bottom-left corner.
  3. Mac: select your printer and Diagnose & Fix, or choose Printers > Diagnose & Fix from the menu bar at the top of the screen.
  4. Select Start and keep the app open until it finishes, then follow any steps it shows.
  5. HP lists Diagnose & Fix for Windows 10 or 11 and macOS 12 or later, so run it from a computer, not a phone.

Why it helps: This is HP's built-in repair tool for connection, print queue and driver problems.

04Clear the print queue, check offline mode and set as defaultEasy

  1. Open Start > Settings > Bluetooth & devices > Printers & scanners and select your HP printer.
  2. Select Open print queue, then select ... and choose Cancel all.
  3. If the print queue window has a Printer menu at the top, open it and remove any check mark from Use Printer Offline and Pause Printing.
  4. Back on the printer's page, select Set as default.
  5. If Set as default is missing, turn off Let Windows manage my default printer on the Printers & scanners page, then try again.

Why it helps: One stuck job blocks every job behind it, offline mode holds jobs on the computer, and jobs may be going to a different default printer.

05If you see a cartridge error, reset the printerEasy

  1. With the printer on, unplug the power cord from the printer and the wall, and wait 60 seconds.
  2. Plug the printer straight into a wall outlet and turn it on.
  3. Wait until the cartridge holder stops moving, then check each cartridge is pressed fully into its color-matched slot.
  4. Do not touch the copper contacts or ink nozzles with your fingers.
  5. If the error stays, follow the full cartridge guide on this site.

Why it helps: HP's first steps for cartridge errors are a power reset and checking the cartridges are seated.

06Run the Windows printer troubleshooterEasy

  1. Select Search, type Get Help and open the app.
  2. Type printer troubleshooter and run the automated printer troubleshooter.
  3. Pick your HP printer when asked and follow the steps.

Why it helps: Microsoft's troubleshooter checks the print spooler, driver and connection for common faults.

07Update the printer firmwareMedium

  1. In the HP app or HP Smart, select the image of your printer, then Advanced Settings.
  2. Select Printer Update or Printer Updates, then Check Now.
  3. You can also download firmware for your model from HP Software and Driver Downloads on the HP support site.
  4. Do not turn the printer off while an update is installing.

Why it helps: HP firmware updates fix known connection and printing problems.

08Clear the print queue with the Print Spooler serviceMedium

  1. Press Windows + R, type services.msc and press Enter.
  2. Double-click Print Spooler, select Stop, then OK.
  3. Open File Explorer, go to C:\Windows\System32\spool\PRINTERS and delete all the files in that folder. Do not delete the folder itself.
  4. Go back to Services, double-click Print Spooler, select Start, make sure Startup type is Automatic, then select OK.

Why it helps: This removes stuck jobs that will not cancel from the normal print queue.

09Remove and reinstall the printer and HP softwareMedium

  1. Open Start > Settings > Bluetooth & devices > Printers & scanners, select the HP printer, select Remove and confirm.
  2. Open Settings > Apps > Installed apps and uninstall older HP printer software and drivers. If HP Print and Scan Doctor is still installed, uninstall it too, because HP has retired it and advises removing it.
  3. Restart the computer.
  4. Go to HP's printer setup page, search your printer model and install the HP app (or HP Smart if the HP app is not listed), then add the printer again.
  5. On a Mac, Control-click the printer in System Settings > Printers & Scanners, choose Remove Printer, then add it back with Add Printer, Scanner, or Fax.

Why it helps: A fresh install replaces a damaged driver or app setup that the other fixes cannot repair.

Check it's fixed

  • The HP printer shows as ready, not offline, in Printers & scanners and in the HP app.
  • A test document prints from the computer.
  • Diagnose & Fix finishes with no problems found.

When to get help

If Diagnose & Fix cannot connect, the printer shows a hardware error on its screen, or it still fails over a direct USB cable, contact HP support through the HP app or the HP support site with your printer's model and serial number.

Questions

Is HP Print and Scan Doctor still available?

No. HP retired HP Print and Scan Doctor, removed it from its website and advises uninstalling it. Use Diagnose & Fix in the HP app or HP Smart instead.

What happened to the HP Smart app?

HP is replacing HP Smart with the HP app, which is rolling out gradually by country. If the HP app is not offered for your printer model on HP's setup page, keep using HP Smart.

Why does my HP printer keep going offline?

The usual causes are a weak Wi-Fi signal, the computer joining a different network, or the router giving the printer a new address. Move the printer closer to the router and run Diagnose & Fix.

Can I run Diagnose & Fix on my phone?

HP lists Diagnose & Fix only for Windows 10 or 11 and macOS 12 or later, so run it from a computer.

Related fixes

How to fix a printer that says offlineTurn the printer off, unplug it for 30 seconds, then turn it back on and restart your computer and router. Make sure the printer and computeHow to fix a printer that won't printCheck the printer for paper, ink, jams and error messages, then restart it and your computer. Make sure you picked the right printer, cancelHow to fix a printer that won't connect to Wi-FiRestart the printer and router, move the printer closer to the router, then run the wireless setup on the printer and pick your network and How to clear a stuck print queueCancel all jobs in the print queue and restart the printer and PC. If the job still won't delete, stop the Print Spooler in Services, dHow to fix a printer that is not recognizing an ink cartridgeCheck that the cartridge number matches your printer, remove all packaging and tape, then take the cartridge out and push it back in slowly

Still stuck?

Paste the exact message to find the closest fix, or search it on Google, Microsoft, Apple, Reddit and YouTube.

Sources