hp envy 4524 DNS Gateway Problem

[pepsicles]

Hello eveyone!  Please help a technically challenged, very frustrated new member!!!

I have an hp envy 4524, but I am having huge issues trying to keep it connected to instant ink, and I'm now getting the message that my printing will be disabled unless I connect.  

I previously managed to find a forum somewhere that guided me through changing the default gateway and subnet mask (whatever these are!!!!), but now there are already numbers in there and I can't delete them and it won't connect.  Most of the posts I've seen for similar fixes have numbers such as 8.8.8.8, but mine is as follows - xxx.xxx.xxx.xxx so I can't enter just one single number then dot, another number then dot etc(if that makes sense?)

Is anyone able to give me very simple instructions on something that might work please?!!! 

Not sure if it helps, but I am using a netgear router and I am on a mac (OSX up to date) - what can I do please?

Thank you so much in advance.

[DocCottle]

Hey @pepsicles,

Welcome to the HP Support Forums!

I see that you are having some issues with reconnecting your Envy 4524 e-All-in-One Printer to the servers for the Instant Ink program. I can help you with that.

First, make sure the printer is plugged directly into a wall outlet and not a surge protector. Once done:

1. On the printer's display screen click on the Wireless icon that looks like a radio tower.
2. Click on the gear.
3. Scroll down to Restore Defaults.
4. From the printer's main screen click on the Wireless icon.
5. Click on the gear.
6. Scroll down to Wireless Setup Wizard to add your printer back to your wireless network.

Once that is complete click on the Web Service icon in the bottom left corner. Now:

• If you see a line that reads Status: Not Connected, click on the gear and Remove Web Services.
• If you see a box asking you to enable web services, click on Setup and Yes.

If you enabled web services above, go to the Instant Ink web page, Sign In, and you should see a banner with a message that says Printer Connection Lost. Click on Add Printer Now.

Please let me know the results after following the above. If you are able to enable web services, please click on Accept Solution. If you appreciate my help, please click on the thumbs up icon. Both icons are below this post.

[pepsicles]

Hi there.  Thanks so much for your reply, unfortunately it didn't solve the problem.  When I removed webservices and then tried to re-connect the printer, the printer was still showing as offline in my hp instant ink account.  When I try and reconnect, it just keeps saying 'DNS Gateway problem' on the printer display,

Any other suggestions at all please?  I really need to get this sorted or the printer is useless as it is due to have printing blocked any day!  It says in my hp instant ink account that it last contacted the printer on the 18th Feb and clicking 'refresh' does nothing......

Thanks again in advance.

[pepsicles]

Right, I have managed to get web services goign again by following these instructions

http://h30434.www3.hp.com/t5/HP-Connected-Mobile-Printing-and-Cloud-Printing/HP-Officejet-Pro-8610-W...

However, my instant ink account is now asking me to install the printer by entering a claim code, which you get by printing the info page in web services on the printer itself.

When I click on it to print, it doesn't print anything!  I'm at the end of my tether now with this printer!!!  More trouble han it is worth honestly.  I've spent hours on this now!!!

Where else can I get a printer code from please?

[DocCottle]

When you were setting everything up, the printer should have printed out a page with a claim code on it. If it did not then using the directions I provided above:

1. Click on the Web Services icon.
2. Click on the gear.
3. Click on Remove Web Services.
4. Click on the Web Services icon.
5. Click on Setup and Yes.

Please let me know if your info page prints.

[pepsicles]

Hi, thanks.

no - when I click on print page, it says it is getting the info from the internet, then goes back to the web services summary screen after a while, but no page actually prints out.

[pepsicles · Accepted solution]

sorted!!!!

I found another way of getting the claim code here 

http://support.hp.com/gb-en/document/c03550536

and it worked.  Phew!!!!

Thanks for your help anyway, just glad all sorted now.