internet connection to printer not recognized

[PMGC]

Computer not connecting to internet -via modem  printer msg says 'feature has been locked by person who set up the printer - NOT ME - this has been msg since Windows 11 update - how do I reset modem or printer? 

[Kuroi_Kenshi]

Hi @PMGC,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your printer is showing “Internet connection not recognized” and saying the feature is locked by the person who set it up after a Windows 11 update. Let’s go through a few steps to help restore the connection.

a. Power Cycle Devices

Turn off your printer, modem/router, and computer.

Wait for 60 seconds.

Power on the modem/router first, wait until it’s fully online, then turn on the printer and computer.

b. Verify Network Connection

Ensure your computer is connected to the internet via the modem or Wi-Fi.

On your printer, go to Wireless Settings → Network Setup → Wireless Settings and confirm it’s connected to the same Wi-Fi network as your computer.

c. Reset Network Settings on Printer

On the printer control panel, navigate to Settings → Network → Restore Network Defaults.

Confirm the reset and wait for the printer to restart.

Reconnect it to your Wi-Fi by selecting your network and entering the password.

d. Unlock the Printer Feature

Open the HP Smart app on your computer or mobile device.

Sign in with the same HP account originally used to set up the printer.

Go to Printer Settings → Advanced Settings (EWS).

Look for Administrator Settings → Feature Lock and disable any locked options.

e. Reinstall Printer Drivers

Uninstall the printer from Control Panel → Devices and Printers.

Download and reinstall the full feature software for your model from the HP Support website.

f. Check Modem & Firewall Settings

Ensure the modem or router isn’t blocking the printer’s IP address.

Temporarily disable any firewall or antivirus that may be preventing communication between the printer and computer.

g. Perform a Printer Reset (if issue persists)

On the printer, go to Setup → Printer Maintenance → Restore Factory Defaults.

After the reset, reconnect to Wi-Fi and set up the printer again using the HP Smart app.

I hope this helps.

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Best regards,