HP Printer Support — Fix Guides, Error Codes & Remote Help
Verified fix guide · Updated July 2026 · By the PrinterCareUSA remote support team
HP printers are reliable workhorses, but they throw errors when drivers become outdated, paper jams occur, or network connections drop. These problems interrupt your workflow and feel urgent, but most fixes take under 15 minutes with the right steps.
This guide walks through the most common HP printer failures we see in the field. We'll cover what causes each issue, how to fix it yourself, and when remote support makes sense. You likely won't need anything beyond what you already have at home.
How to fix it — step by step
- Power cycle your printer and computer. Turn off your HP printer completely, wait 60 seconds, then power it back on. While waiting, restart your computer as well. This clears temporary memory conflicts and resets network connections—it resolves roughly 30% of reported issues without any other intervention.
- Check for physical paper jams and obstructions. Open all access panels on your printer (input tray, output tray, rear panel). Look for torn paper fragments, debris, or objects blocking rollers. Gently remove any obstructions by hand; if paper is stuck, pull it out slowly in the direction of paper travel to avoid leaving pieces behind.
- Clear the print queue on Windows 11. Right-click the Start button, select 'Settings,' go to 'Devices' > 'Printers & scanners,' find your HP printer, click it, then select 'Open queue.' In the window that opens, click 'Printer' in the menu bar and select 'Cancel All Documents.' This removes stuck print jobs that prevent new documents from printing.
- Clear the print queue on macOS. Click the Apple menu, go to 'System Settings' > 'General' > 'Printers & Scanners,' select your HP printer, then click 'Open Print Queue.' In the window, click the minus icon next to any stuck jobs. Restart the printer spooler by unchecking and rechecking the printer in this same menu.
- Download and reinstall the latest HP driver. Visit HP's official support website, enter your exact printer model number, and download the full software suite (not just the driver). On Windows, uninstall the old driver first through Settings > Apps > Apps & features. On macOS, use the HP Uninstaller utility included with the downloaded package. Reinstall the new version and restart your computer.
- Verify network connectivity and IP address. For wireless printers, print a configuration page by holding the power button or using the printer's menu (exact steps vary by model). Look for the IP address and verify the wireless network name matches your home network. If the printer shows 'Not Connected,' forget the network in your printer settings and reconnect using your WiFi password.
- Check ink or toner levels and clean printheads. Access your printer's menu screen and navigate to 'Supply Levels' or 'Ink Status.' If levels are critically low, replace cartridges with genuine HP supplies if possible. Many HP printers have an automatic 'Clean Printhead' function under 'Maintenance'—run this if prints appear faded or streaky.
- Reset the printer to factory settings if all else fails. This is a last resort before contacting support. Access your printer's menu, navigate to 'Settings' > 'Tools' > 'Restore Defaults' or 'Factory Reset' (exact location varies), and confirm. Your printer will restart and return to original settings. You'll need to reconnect to WiFi and reinstall drivers afterward.
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Frequently asked questions
Why does my HP printer say 'offline' even though it's turned on?
This usually means your printer lost its network connection or the driver is outdated. First, restart both the printer and your computer. Then reinstall the latest driver from HP's website and ensure your printer is connected to the same WiFi network as your computer. If it still shows offline, power cycle your WiFi router as well.
What does the '13.10.00' or '0x61' error code mean?
These error codes typically indicate a hardware issue like a paper jam, ink cartridge problem, or internal sensor failure. Start by checking for paper jams in all areas and verify ink cartridges are installed correctly and not expired. If the error persists after these checks, the printer may need internal service—this is when remote support or a technician visit becomes necessary.
Can I use third-party ink cartridges in my HP printer?
Yes, but HP genuinely performs better with original HP cartridges and won't void your warranty for using compatible third-party supplies. However, some third-party cartridges trigger chip errors or quality issues. If you experience problems after switching brands, reinstall genuine HP cartridges to rule them out as the cause.
My printer works on my computer but not my phone. What's wrong?
Mobile printing requires your phone and printer on the same WiFi network, and the HP Smart app installed on your phone. Open the HP Smart app, tap the plus icon to add your printer, and follow the on-screen pairing steps. If the app can't find your printer, restart both devices and ensure your printer's WiFi isn't in a 5GHz-only mode (many phones work better on 2.4GHz).