Officejet Pro 9010 IP changed when network updated but not HP Smart (web) cant see it

[Simon2201]

Network was changed (new devices) and the printer is wired to ethernet.

IP address changed to a new address (old one is unknown) and now HP Smart says that the printer is "Disconnected from the internet" and so Subscription to Ink service not working.  It does believe it is ready to print and security monitored.

[sandytechy20]

@Simon2201 

Welcome to the HP support community.

I understand that you are getting printer connectivity issues, I am glad to assist you.

Follow the steps mentioned in this HP document to fix the issue:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Simon2201]

Thanks so much for taking time to reply Sandy.  I have looked at the information you supplied and it doesn't address the problem.

On my network the printer is connected (ethernet), has an IP address so all good.  I can print from multiple devices no problem.

HP Smart on my laptop or mobile reports:

But when I log into my HP account on the web I see this:

and when off my network (on mobile) the HP app on my phone can no longer see the printer (is this normal??)

So the issue appears to be that HP web has lost connection to the printer.  I don't understand how the web and my printer communicate so can't fix it.  I guess it can't be via the IP address as that is internal so probably uses bonjour messages or similar.  But where can I configure that? 

[Simon2201]

I have resolved it.  The IP address when on wireless connection is assigned as a different address to when on ethernet.  For some reason ethernet could not reach the gateway server.  Reset both to auto IP assignment and it is now working.

What I did learn about this printer:

under settings 

scroll down to reports 

there is a report that tests internet connection.  

That helped me resolve the issues.

[sandytechy20]

@Simon2201 

Good to know that the issue is resolved.

Feel free to contact us in the future if you need any assistance.