no internet connection even though i have good wireless connection

[MIKE4452]

have excellent wireless connection to printer and all devices connected to network,have printed report which confirms this but shows no internet connection,i can print from desktop printer, iphone and android phone.I try to print from my hp specture laptop and get error message and dosent print.Any ideas?

Have reset router and printer,have reinstalled printer software on all devices but still same result.

[MKazi]

@MIKE4452

Welcome to HP Support Forums. 🙂 Thank you for posting on HP Forums, MKazi is at your service. 

I understand that you have an HP OfficeJet Pro 7720 Wide Format All-in-One Printer and it does not print from your HP Spectre series laptop (Win10). I read that the printer is able to print from other devices on the network. You've done a remarkable job performing the steps. Not worry, I'll do my best to help you. 

To assist you better, I would like to know the following information:

• When was the last time the printer printed fine from your HP Spectre laptop?
• Did any software changes or updates take place on teh laptop?
• Is there an error message on the laptop when you attempt to print?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Please download and run the HP Print and Scan Doctor software. This is a free tool for Windows to help resolve issues with the printer drivers. 

After running the HP Print and Scan Doctor, you may attempt to print from your laptop and check how it goes. In case the issue persists then I suggest you to perform the following steps from this HP document:

• Step 2: Set the default printer and unpause printing.

• Step 3: Reset the printer and check the connection status.

• Step 4: Make sure the correct port is selected.

• Step 5: Update the printer firmware.

• Step 6: Create a manual connection (network connections only).

• Step 7: Add a second printer device to Windows (network connections only).

• Step 8: Add the printer using HP Printer Assistant.

I sincerely hope this fixes the issue. Let me know how this pans out. All the best! 🙂

[MIKE4452]

Hi Mkazi

thankyou for reply,i have been though most of your recommendations.

There have been no updates to my laptop or anything attached to it.I have never been able to print from this laptop,the printer is new and setup exactly as details outlined,when i try to print i get an error message and no printing.

I have carried out your suggestions but result still the same.

i have downloaded the scan doctor software which appears to have resolved the issue of printing from my laptop which is good thankyou for that.But i still have the issue of no internet connection,i dont understand why as the wireless connect ion is excellent to printer and all other devices are connected to the internet.I printed off the HP Network Configuration page and all appears ok but showing internet NO CONNECTION ,can you explain why.

mike4452

[MKazi]

@MIKE4452

Hi,

You're most welcome. I'm glad that the printing is working now. You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

When you say that there is no internet connection, are you talking about the internet connection from your hp printer or the HP laptop? Are you able to surf the internet using your HP laptop?

Also, do you see a message on the printer's screen or the laptop screen saying "internet, no connection"?

If it is the laptop then the exact laptop model no. This link will help you to find the model no: http://hp.care/2bygf7l

Keep me posted. Cheers! 🙂

[MIKE4452]

Hi 

i have an internet connection on everything connected in my network,laptop,pc,iphone and android phone but when i print i print off network configuration page on printer it shows Internet Not connected,The message underneath this says that web services will not work without internet connection.How do i resolve this? 

[MIKE4452]

Hi 

i have an internet connection on everything connected in my network,laptop,pc,iphone and android phone but when i print i print off network configuration page on printer it shows Internet Not connected,The message underneath this says that web services will not work without internet connection.How do i resolve this? 

mike4452

[MKazi]

@MIKE4452

Thanks for the clarification.

Please update the firmware on your HP printer. The firmware update can be downloaded and installed via this link. The printer needs to be restarted once the firmware is installed successfully.

In case the issue persists then re-run the wireless setup wizard on your HP printer:

Cheers! 

[MIKE4452]

Hi Thanks for info but have downloaded update but will not install as is telling me existing software is uptodate.

[KrazyToad]

Hi @MIKE4452

It looks like you were interacting with MKazi, but he is out for the day & I'll be glad to help you out.

I'm KrazyToad & I'm at your service.I reviewed your concern and the entire conversation.

I suggest you do a Printer Reset and restart your Router.

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
 

Then assign a Manual IP Address.

1) Print a Network Config Page from the front of the printer. Note the printer's IP address.
2) Type the IP address on your web browser to obtain the printer EWS page on your computer.
3) Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
4) Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
5) Click Manual IP
6) If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.
7) If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.

Let me know if that helps

Thank you. 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons.

[MIKE4452]

Hi Krazy toad

thankyou for your message,i carried out your instructions,but the result is still the same,the printer report still says internet not connected.I have checked that all other devices have a good internet connection and have,so i dont understand why the printer hasnt?

The printer appears to be working ok at present,i still seem to have a problem with printing from my laptop(HP Spectre) if i print a document it dosent print and shows a error,but then prints it later on,not sure why.

mike4452