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Just signed up for HP Ink, getting email that printer is not connected to Internet.  HPSmart app in overview displays 

Unable to connect to the printer.
Check your connection and try again later.

Synced Dec 9, 2022 12:57 PM

 

HP OfficeJet Pro 6978 All‑in‑One Printer

 

Under the printer tab in same app:

 

 

OfficeJet Pro 6978 All-in-One

Connected to Internet
Subscribed
What's the issue?  printer works fine in every capacity wirelessly. 
 
3 REPLIES 3
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Hi @masspatriot,

 

Welcome to the HP Support Community

 

I understand you are facing a connectivity issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

 

To assist better:

  • Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
  • How far is the printer located from the WiFi router?
  • Do you have a dual-band router?
  • If you have a dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

While you respond to that let's try the below suggestions:

 

Restart the computer, printer, and router

  • To resolve many connectivity issues, restart the computer, printer, and router.
  • NOTE: The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.
  • Turn off the router by pressing the power button or disconnecting the power cord.
  • Turn off the printer.
  • Close all running programs on your computer, and then shut down the computer.
  • Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
  • Turn on the printer.
  • Turn on the computer.
  • Try to turn on Web Services.
  • If the issue persists, continue to the next step.

Let's disable webservices and re-enable it

  • Touch on the wifi icon ((i)) on the printer, and take down the IP address
  • Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
  • click on webservices and remove webservices and re-enable it
  • If the issue persists, proceed to the next step.

Update the printer firmware

Hope this helps!

 

Please click “Accepted Solution” on my public post if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!


ANAND_ANDY
I am an HP Employee

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Maybe I wasn't clear.  The only issue is the HPSmart app that says it not connected in one place and that it is connected on another screen in the same app. 

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@masspatriot,

 

Thank you for your response, I really appreciate your efforts. Please uninstall HP Smart App and then try to update the OS once and then you may reinstall the HP Smart app and check. 

 

If the issue still persists, I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

 

Hope this helps! Keep me posted for further assistance.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!


ANAND_ANDY
I am an HP Employee

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