Instant Ink says printer is disconnected from Internet

[Svetlana1234]

We got a new internet provider and router etc. I updated the router information on the printer (Office Jet 5200) and my computers can communicate no problem with the printer and I can print. However on the Instant Ink Dashboard it states that the printer is "Disconnected from Internet" so that it can't monitor the ink level or whatever it does.

[Nal_NR]

Hi @Svetlana1234,

Welcome to the HP Support Community. 

I'd like to help!

If your printer cannot connect to HP Instant Ink, it stops printing and displays a message.

Make sure your connection is compatible with Instant Ink.

Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.

A USB connection to a computer does not work if it is the printer’s only connection. Connect the printer directly to the internet by Wi-Fi or ethernet to use Instant Ink.

Make sure your router is on and connected to the internet. If you have another device on the same router, make sure it can connect to the internet. If the router is not connected to the internet, contact your network service provider.

Check the printer connection to the router.

Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.

Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends, and then plug it back in. Turn the printer and router off and back on if the light is still not on.

When your printer is connected to the Internet, sign into your Instant Ink account:

Home / Home Office: Sign into your Instant Ink account

Check the printer status in the Status area.

Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.

Not ready to print :

Click the refresh button .

Click the browser reload button to reload the account web page.

Repeat up to five times, until the status changes to Ready to print.

If the router is properly connected to the internet, but you still cannot connect the printer, contact HP Instant Ink support for assistance.

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[Svetlana1234]

Everything works perfectly for all devices connected to the wireless router; the printer does not display any errors and prints from all devices . The problem is in the Instant Ink Account Dashboard where it is indicated that both our printers are not connected.  

[Nal_NR]

Hi @Svetlana1234,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!