Unable to enrol OfficeJet 3831 in instant Ink

[DavidY2]

We have a replacement OfficeJet 3831 and I am trying to enrol it in Instant Ink - however it comes up saying the printer is offline (although on the printer itself it is showing as connected to our home wifi). Have tried rebooting the WiFi, turning printer (and mobile phone being used for set up) off and on but no luck. Any ideas please? Thanks Rebecca

[Raj_05]

Hi @DavidY2,

Welcome to HP Support Community.  
 

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

If you're experiencing issues enrolling your HP OfficeJet 3831 in HP Instant Ink due to the printer appearing as offline, there are several steps you can take to troubleshoot the problem.

Check Network Connection:

• Verify that your printer is indeed connected to the same Wi-Fi network as your mobile phone and that both devices are on the same network. Ensure that the Wi-Fi signal is strong and stable.

Printer Status:

• On the printer's control panel, check if there are any error messages or warnings. Address any printer errors before proceeding.

Restart Printer:

• Turn off your printer, wait for about 30 seconds, and then turn it back on. This can help refresh the printer's connection to the network.

Update Firmware:

• Ensure that your printer has the latest firmware installed. You can usually find firmware update options in the printer's settings menu. Updating the firmware can resolve connectivity issues.

Mobile Device Connection:

• Ensure that your mobile phone is connected to the same Wi-Fi network you want to connect your printer to. Sometimes, mobile devices can inadvertently connect to a different network.

Reinstall HP Smart App:

• If you're using the HP Smart app to set up the printer, consider uninstalling and reinstalling the app on your mobile device. This can help reset any potential software glitches.

WPS (Wi-Fi Protected Setup):

• If your router supports WPS, you can try connecting the printer using the WPS method. Consult your printer's manual for instructions on how to do this.

Factory Reset:

• As a last resort, you can perform a factory reset on your printer. However, this should only be done if all other troubleshooting steps fail. Keep in mind that a factory reset will erase any custom settings, so you'll need to set up the printer from scratch.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support