HP App says printer is offline

[Porkpie1]

Hello,

I'm having trouble with my HP printer w/an instant ink subscription. The app says the printer is not connected to the internet but my settings on the printer say otherwise. I am connected to my wifi for my wireless printer, it's just the app won't recognize it nor is there a fix online that works.

A few weeks ago upon a HP recommendation I did a factory reset on the printer. That screwed everything up. The original settings on the printer were reset and indicated the ink cartridges were not compatible with my current subscription. I actually had to revert back to the original ink so the printer would recognize the cartridges. Since that was sorted out I am still unable to get the app to recognize that the printer is in fact online. I restarted the printer and router multiple times. Nothing is working. 

Does anyone have any suggestions?

Thank you so much!

[Kuroi_Kenshi]

Hi @Porkpie1,

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 HP printer with Instant Ink shows as offline in the HP Smart app, even though the printer itself is connected to Wi-Fi and prints normally. Let’s go through a few steps to resolve this.

1. Check Printer & Network Connection

On the printer control panel, verify it shows connected to your Wi-Fi network.

Print a Network Configuration page to confirm the IP address and network status.

Ensure your printer and the device running HP Smart are on the same Wi-Fi network (2.4 GHz vs 5 GHz can sometimes matter).

2. Restart Devices

Power off the printer, unplug the router for 30 seconds, then restart both.

Restart your computer or mobile device that runs HP Smart.

Open HP Smart and check if the printer appears online.

3. Update HP Smart App & Firmware

Make sure the HP Smart app is updated to the latest version.

On the printer, check for firmware updates via Settings > Printer Maintenance > Update Printer.

Outdated firmware can prevent app recognition even if Wi-Fi is working.

4. Remove & Re-add Printer in HP Smart

In HP Smart, remove the printer from the app.

Tap Add Printer, let it search for available devices, and reconnect using the Wi-Fi network.

Ensure you sign in with your HP Instant Ink account if prompted.

5. Clear App Cache or Reinstall

On mobile devices, clear the HP Smart app cache or uninstall and reinstall the app.

On Windows/Mac, uninstall HP Smart and download the latest version from HP’s official site.

6. Check Firewall / Security Software

Ensure that any antivirus or firewall is not blocking HP Smart or printer communication.

Temporarily disable firewall/antivirus and test app connectivity.

I hope this helps.

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Best regards,