07-10-2020 06:07 PM
My printer got unplugged somehow and when I went to plug it back in, it's not longer connected to the Wifi. The blue "wifi" symbol isn't on at all.
When I turn the printer on, it asks for my language and county. After, it tells me to go to 123.hp.com and download the app for the printer. However, the app never pulls up the printer when searching. I had no issue with my previous phone but on my new phone it won't pop up. It gives me the option to do manual setup, but once I hit that, it says "Cartridge cannot be used until printer is enrolled in HP Instant Ink." But I am enrolled. It won't get off this screen on the printer.
When I access HP Smart on my laptop, it says the printer is offline. I can't find out how to get it back online. I've tried asking chat for help and they couldn't help me. I also tried the virtual chat and trying unplugging the printer, the router and all that, nothing helps.
Can someone tell me what I can do to get my printer back online?
07-11-2020 07:28 AM
@RaeRae91, Welcome to HP Support Community!
Follow the steps to reconfigure the network on the printer-
From the home screen of your printer control panel, touch the Wireless icon .
Touch the Setup icon .
Touch Restore Network Defaults or Restore Network Settings, and then touch Yes to confirm your selection.
After the default network settings are restored, touch the back arrow, touch Wireless Settings, and then touch Wireless Setup Wizard.
The printer searches for available networks.
Touch the name of your wireless network.
If your wireless network does not display in the list of wireless networks, touch Enter New Network Name, and then type the name of your wireless network.
Type the exact network name, including any uppercase and lowercase letters.
Type the WEP or WPA key (network password), and then touch Done.
If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.
Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.
If the printer fails to connect, print a Wireless Network Test Report, and then follow any instructions on the report to troubleshoot wireless connectivity problems. For more information, go to Using a Wireless Network Test Report.
Also, use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.
Hope this helps! Keep me posted.
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!
I am an HP Employee
07-11-2020 11:53 PM
Touching the wireless icon pulls up nothing, it just stays dark and doesn't light up or anything. I try pressing it when I first turn the printer on, but it only lets me go through the screens of selecting my language, country and telling me to go download the HP Smart App to finish setting things up. If I choose manual, it says I'm not enrolled in HP Ink. If I take the cartridges out, it says they're missing. I even try restarting without them inserted, and it just tells me to install them and then pulls up the screen that I'm not enrolled in HP Instant Ink.
For the link you included, I've tried some of those steps already such as restarting my laptop, restarting the printer, and restarting the router/modem. Also I'm not able to use the Print and Scan Doctor as it says it failed to communicate which I'm assuming is because my printer isn't connected anymore.
I'm not able to pull up any type of settings from the printer as it won't go past the "not enrolled" message.
07-12-2020 04:13 AM
Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile Name, you should see a little blue envelope, please click on it.
Let me know.
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!
Have a great day!
I am an HP Employee