Can’t connect to HP app

[Niurys71]

I have been having trouble with my printer. I recently move and the printer started with problems. I connected to my apartment WiFi and it has a solid blue indicating that is connected to the WiFi, but when I’m trying to print something it’s said that it’s not connect to the app and that I cannot print. When I click connect it said that is a problem with DSN or something like that. Can anybody help me with this issue please? 

[Raj_05]

Hi @Niurys71,

Welcome to HP Support Community.

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

It sounds like you're having connectivity issues with your HP OfficeJet Pro 6968 printer after moving to a new Wi-Fi network. Here are some steps to troubleshoot and resolve the problem.

Check Printer Network Connection

• Make sure the printer is connected to the correct Wi-Fi network. You can print a Network Configuration Page to verify this:
  • On the printer, go to Setup > Network > Print Network Configuration Page.
• Confirm that the SSID (network name) matches your apartment Wi-Fi.

Reset Network Settings

• If the printer is connected to the wrong network, reset the network settings:
  • On the printer, go to Setup > Network > Restore Network Defaults.
• After resetting, reconnect to your Wi-Fi network:
  • Go to Setup > Network > Wireless Setup Wizard and select your Wi-Fi network.

Reinstall the HP Smart App

• Sometimes, the HP Smart app may have issues. Uninstall it from your device and reinstall it:
  • Go to your device’s app store (Google Play Store or Apple App Store) and search for HP Smart.
  • Reinstall the app and open it to see if it can detect your printer.

Check DNS Settings

• If you’re getting a DNS error, it could be related to your Wi-Fi settings. Ensure that your Wi-Fi router is providing DNS settings. You might want to try the following:
  • Change DNS Server: Access your router settings and change the DNS server to Google’s Public DNS (8.8.8.8 and 8.8.4.4).

Power Cycle Devices

• Restart your printer, router, and the device you are trying to print from. Unplug them for about 30 seconds before plugging them back in.

[Raj_05]

Update Printer Firmware

• Ensure your printer firmware is up to date:
  • You can check this through the HP Smart app or by visiting the HP support website.

Check Firewall or Security Settings

• If you have security software or firewalls enabled on your router or device, ensure they are not blocking the printer’s access. You may need to add the printer as an exception.

Try Printing from Another Device

• If possible, try printing from another device (computer or smartphone) connected to the same Wi-Fi network to see if the issue persists.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support