HP printer is connected to internet but HP INstant Ink reports it can't connect to printer

[JoA97]

My printer is connected to the internet.  It initially saw 3 pages had been printed and accounted for them.  I printed another page and now the app says it can't connect to the printer when I try to see if the new page is accounted for.  This happens frequently.  Does HP only operate at certain times of the day to check the printer for pages printed?   Why would it say it can't connect when the printer is clearly connected (has sold blue light and printed a page.)?

[Max3Aj]

@JoA97, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
It sounds frustrating to deal with these connectivity issues, especially when your printer seems to be working otherwise. Let's try to address your concerns step-by-step:

HP does not operate at specific times of the day to check the printer for pages printed. The HP Smart app should be able to connect to your printer at any time, provided there are no connectivity issues. 

Please follow these steps, 
1. Power Cycle Both Devices

• Restart both your printer and PC.
• Wait ~60 seconds after turning off the printer before turning it back on.

2. Reconnect HP Smart to the Printer

• Open HP Smart > Click your printer > Settings > “Remove Printer”
• Then re-add it: “Add Printer” > Let it scan and select it again.

3. Ensure HP Services Can Communicate

• Check your firewall or antivirus (like Windows Defender, Norton, etc.) to allow:

           HP Smart

           hpsmart.exe, hppusg.exe, and hpnetworkcommunicator.exe

• You can temporarily disable firewall to test if this is the culprit.

4. Check HP Smart Login Status

• Make sure you're signed into HP Smart with the same HP account tied to your Instant Ink subscription.

5. Use Printer EWS (Embedded Web Server)

• Open a browser, go to the printer's IP address (found on printer screen or HP Smart).
• See if it shows printer info and logs—this confirms network communication.
   

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support