Instant Ink says printer disconnected from internet

[Anahere]

Hi, Instant ink says printer disconnected from internet when it isn't. I have uninstalled printer, reinstalled, reset network, switched off, unplugged, screamed, searched everywhere online for help with no results. I can't use the printer because I only have instant ink cartridges. How do I get Instant Ink to recognize the printer is connected? Thanks,

[Raj_05]

Hi @Anahere,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If your HP OfficeJet Pro 8020 printer is displaying a message stating that it is disconnected from the internet in relation to Instant Ink, you can try the following steps to troubleshoot the issue.

• Verify the internet connection: Ensure that your printer is connected to the internet. Check the Wi-Fi or Ethernet connection on your printer and make sure it is properly connected to your network.
• Restart the printer: Turn off your printer, wait for a few seconds, and then turn it back on. This simple step can often resolve connectivity issues.
• Restart your router: If other devices on your network are able to connect to the internet, but the printer still shows a disconnection, try restarting your router. Unplug the power cord, wait for a minute, and then plug it back in. Allow the router to restart and establish a connection before testing the printer again.
• Check Wi-Fi signal strength: Ensure that your printer is within range of your Wi-Fi network. If the signal strength is weak, consider moving the printer closer to the router or using a Wi-Fi range extender.
• Update printer firmware: Outdated firmware can sometimes cause connectivity problems. Visit the HP Support website and search for the latest firmware for your specific printer model. Follow the instructions provided by HP to update the firmware.
• Reset network settings: On your printer's control panel, navigate to the network settings menu and choose the option to reset the network settings. This will clear any previous network configurations and allow you to set up the connection again.
• Reconfigure Wi-Fi connection: If none of the above steps work, you may need to reconnect your printer to your Wi-Fi network. On the printer's control panel, navigate to the Wi-Fi settings and select the option to set up a new connection. Follow the on-screen prompts to enter your Wi-Fi network credentials.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[Anahere]

Thanks for replying however, this is the exact information I have received numerous times from your chat support. As mentioned I have done everything you suggest. There is no internet connection issue. My computer works fine. The printer would be operational if I didn't use instant ink cartridges.

Sadly, I have read everything I can on this subject, including another community members query where HP suggested removing the EWS then reinstalling it. Problem with that is all explanations require you print a report to get the printer claim number. That is a bit of a problem because I can't print. There is no explanation I can find that tells me how else I can get the claim number to at least try this option.

Cheers,

[Raj_05]

Hi @Anahere,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support