OfficeJet Pro 8710 says it's connected....

[EricW1980]

Out OfficeJet 8710 worked great for about a year. Then it just stopped connecting. It says it's connected to our WiFi on the printer screen, but our HP Smart app says it's offline on our phones and computers. 

I factory reset everything on the printer and set it up as a new one. Same thing. Printer says it's connected but HP Smart says it's not. 

All diagnosis ran says the issue is nothing is connected. Anyone have any ideas? I've tried most of the things I've seen here that solved others issues but not mine. I can't afford to just run out and buy a new one. Well I guess some are cheap. 

[TEJ1602]

@EricW1980, Welcome to HP Support Community!

• Make sure the printer and the devices are connected to the same wireless network.
• This printer supports only 2.4GHz network.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

If the issue persists, then let's try to disable the IPv6 on your printer and then assign a public DNS. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer/phone.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on the radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Also, try uninstalling the HP Smart App from your phone and clear the cache. Here is how you do it-

1. Open the Settings of your phone.

2. Tap the Storage heading to open its settings page.

3. ap the Other Apps heading to see a list of your installed apps.

4. Find the application you want to clear the cache of and tap its listing.

5. Tap the Clear cache button.

And then from the play store, install the HP Smart App and configure the printer. Try printing.

Keep me posted for further assistance.

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!