HP Smart shows network OK; Printer thinks it is "not connected to the internet"

[aopiwujfgaiopgh]

Every time I try to print, my printer (Envy 6055) is holding all print jobs and flashes the yellow "i" indicator. 

The printer is connected to wifi and has been assigned the IP 192.168.1.2. I know this because every time I press the "i" indicator it tells me so by printing out an info page. I have about 10 of them, and they all say the same thing.

It says the signal strength is excellent, but also says it is not connected to the internet.

Meanwhile HP Smart running on my PC on the same network can see the printer and communicate with it.

HP Smart diagnostics shows no issues. The network info in HP Smart also shows no issues.

And after pressing the "i" button and waiting 10-15 seconds, it executes the print job and prints the info page.

It seems this 10-15 seconds it must be trying to connect to the HP cloud or something, and proceeds with the print job on failure.

This began happening a year ago and I have lived with it. It started around the time that I moved to a new house, but all network equipment, PC, etc are all the same. There is no reason that it should be flaking out.

My general conclusion is that the printer got itself into a bad state and is out of sync with the HP cloud somehow.

Otherwise, paper and ink status is fine.

Seeking any suggestions. There doesn't seem to be any obvious action that I can take to try to resolve this.

[Anand_Andy]

Hi @aopiwujfgaiopgh,

Welcome to the HP Support Community

I understand you are facing an issue with your HP ENVY 6055 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• I would like to know if the printer is enrolled with HP Instant Ink Program?

While you respond to that, as you mentioned the printer might be trying to connect to the Web Services page. 

So you may go ahead and open the printer's Embedded Web Server page using the IP address: 192.168.1.2 on a browser.

• Type the IP address into the web browser address line, and then press Enter.
• 
• If a login or certificate window displays, complete the information to finish opening the EWS.
• If a website security certificate displays, click Continue to open the printer homepage.
• If a login window opens, type admin for the username, and then type the PIN found on the label located underneath or on the back of the printer, or the password set by the printer administrator.
• 
• The printer homepage opens.
• On the EWS, click the Web Services tab.
• If a summary page displays, Web Services is already on.

             

• If a setup page displays, Select Enable and it will enable web services.
• If it is already enabled then please disable it once and then enable the web services on the printer to refresh the network and it will try to connect to HP Cloud.

if the issue persists then please go ahead and update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware. 

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[aopiwujfgaiopgh]

Hi Anand,

1. Yes, the printer is enrolled in the instant ink program. But I only ever received ink one time in 2021 since this issue prevents syncing with the HP cloud, and HP does not know when to send more.

2. I followed your instructions and got to the Web Services page. It shows that Web Services is enabled but there is no option to disable Web Services anywhere. (see screenshot) I do have an option to "Turn off" something called "HP ePrint". I did this, but it didn't fix anything and I don't think it refreshed the network. 

3. I cannot update firmware because the method that HP uses to update firmware is for the printer to receive the update from the HP cloud. But as we know, the printer is not properly connecting to the HP cloud and firmware updates fail. I tried two methods: a) I downloaded the firmware .exe file and ran it. It finds my Envy 6055, but I cannot select it. It is grayed out because HP cloud cannot reach the printer to determine whether it is available to receive a firmware update. (see screenshot) b) I also tried to update firmware via HP smart but got the message "The printer could not connect to the server".  (see screenshot)

Is there any other way that I can manually install the firmware or force a network refresh?

[aopiwujfgaiopgh · Accepted solution]

I managed to fix it using the steps below.

If anyone else reads this and follows these steps, make sure that you have a USB-B to USB-A cable in hand before proceeding.

I accessed the Embedded Web Server at 192.168.1.2, then went to the Network tab.

On the Network tab I clicked Wireless 802.11 and then Advanced.

After the next step the printer will lose wifi connection, so you need that USB cable.

Next, under Network Interface, I set it to Off and clicked the Apply button.

The printer lost network connectivity, so I plugged it into my PC (Windows 10) via the USB cable.

I then opened Devices and Printers via the Control Panel, found the printer, right-clicked and clicked Open in new window.

I then clicked the HP Smart option which opened HP Smart.

Then I clicked Printer Settings and Advanced Settings which opened the EWS interface again within HP Smart.

Next I clicked Network > Wireless (802.11) > Advanced and I changed Network Interface to On.

When I saw the confirmation that the wifi interface was back online, I disconnected the USB cable and saw all connections come back online.

The Web Services status now shows the Internet Connection and Printer connection to HP Connected both as Connected.

[Anand_Andy]

@aopiwujfgaiopgh,

That's great! Happy to hear that. I really appreciate your efforts in trying to resolve the issue. 

If you need further assistance feel free to reach out to us. 

Have a great day ahead!