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Andrew Balfour
Andrew Balfour, Electronics Technician
Category: Electronics
Satisfied Customers: 769
Experience:  Over 30 Years Experience!
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My HP ENVY 6020E SERIES PRINTER is not able to print...it

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Hello...my HP ENVY 6020E SERIES PRINTER is not able to print...it tells me I'm OFFLINE...! PLEASE HELP
JA: How are you connecting to your printer: wirelessly or by USB?
Customer: WIRELESSLY
JA: When did you last update the printer driver software?
Customer: when I purchased it about a two weeks ago
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no
Greetings and Welcome to JustAnswer.I am Andrew your Support Technician with over 30 years of experience, it can be very frustrating when electronic devices go wrong but from my experience misconfiguration are usually the problem and they can be quickly resolved with the right advice and assistance. Please allow me a few moments to investigate, I will respond at the earliest either requesting more information or providing further information.
Thank you for your patience while I investigated your question. I will need some additional information in this instance as the information provided initially has not been very clear, I hope that is ok with you.
  •  Could you let me know since when it has been in Offline mode?
  • Customer: replied 9 days ago.
    I've only just noticed it..
    Customer: replied 9 days ago.
    did you get my reply that I've only just noticed that it says offline?

    Yes I did, please allow me a moment to send type the instructions.

    Customer: replied 9 days ago.
    Hello????

    I have investigated the information you have provided and it sounds like you have a query relating to a printer that prompts its in offline mode. I would recommend you attempt the steps I have attached below and try again;

    1. Power the printer off. (Press the power button on the unit)
    2. Remove the power cable from the printer. 
    3. Remove the power cable from the router for 2 - 3 minutes and then proceed to reconnect it. 
    4. Allow additional 2 - 3 minutes for the router to establish a connection. 
    5. Re-attach the printers to the power source. 
    6. Power the printer on. (Press the power button on the unit)
    7. Lastly, check if you are able to print again. 
    I hope the information provided today helps and if you have any questions or require any further assistance, please let me know and I will do my best to answer those!

    Andrew
    Customer: replied 9 days ago.
    ok. I will try this, thanks

    Thank you.

    Customer: replied 9 days ago.
    Thanks..,it worked!

    Im pleased to hear you are another Happy Customer with a Fixed Problem. If you need further assistance in the future you can reach out to me via JustAnswer. Best of luck!

    Andrew Balfour and 4 other Electronics Specialists are ready to help you
    Customer: replied 9 days ago.
    HOW DO I CANCEL THIS MEMBERSHIP?

    You will need to call our dedicated team on - 0808(###) ###-####/p>