Printer Not Connected to Internet

[LP5996]

Hi

I'm guessing this issue will have a simple solution eventually, but here is the detail:

Have an Officejet Pro 8620 printer which has worked excellently for several years.

It is connected to my desktop PC by ethernet cable.

The PC is connected to the internet via wifi.

I have had an HP Instant Ink contract for years.

The set up has been thus for several years with no problems.

The printer is also connected via wifi to the router but I always select the USB connection when I print from the desktop.

When I try to print now, the printer flags up an error message saying that it isn't connected to the internet and to connect it. When I click on "OK" the printer runs and prints the document.

There is nothing wrong with my internet connection. Everything which is connected works as it should.

If I log on to my HP account:

1. Clicking on my printer shows "there are no printers added to your account yet". This is of course incorrect.

2. Clicking on my Instant Ink contract, the printer is shown but it does say last synch is 9th August. I guess this is when the printer decided it wasn't connected to the internet ?? The info re sheets printed references todays date (17th August) so my HP account is clearly able to connect to the internet.

3. Checking for updates returned "no updates are available" which presumably means it is up to date (my update settings are set to check weekely).

Using the Print and Scan Doctor, the search for products finds the printer almost immediately and shows the USB and network connection. clicking "next" returns the "communicating with HP OJP8620" but the progress bar gets to almost the very end (I estimate it would be 99% if the % was shown) and just freezes.

Clicking on the Print and Scan doctor on another attempt returned "Extraction failed. Cannot delete output file" after which the process stopped.

On one attempt to ascertain what is wrong, I used an HP online tool, one facet of which said "if the blue light on the printer control panel is solid blue, the printer is connected to the internet". The light is indeed solid blue. Why then does the printer tell me it is not?

The printer control panel shows a warning triangle with an exclaimation mark in it. When I click on it the printer says "checking for registration status..." After about a minute, the control screen shows "No internet connection...." with other info regarding if the network uses a proxy server or not, and if I still cannot connect, "contact your internet service provider"

This is clearly not an internet provider issue, so won't be going down that route!

I have tried to search on this forum, but not found anything that helped. One person with the same printer model seems to have had a similar problem and found that the date setting within the printer was showing the wrong year and changing it corrected the issue! I have checked on my printer control screen and the date is correct.

As I said at the beginning, I guess the solution will be very simple........if we can find it!

I guess my Instant Ink contract is not recording my useage until ther issue is corrected.

Any help most gratefully received.

Thank you 🙂

[Nal_NR]

Hi @LP5996,

Welcome to the HP Support Community. 

I'd like to help!

If your printer cannot connect to HP Instant Ink, it stops printing and displays a message.

1. Make sure your connection is compatible with Instant Ink.
2. Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.
3. A USB connection to a computer does not work if it is the printer’s only connection. Connect the printer directly to the internet by Wi-Fi or ethernet to use Instant Ink.
4. Make sure your router is on and connected to the internet. If you have another device on the same router, make sure it can connect to the internet. If the router is not connected to the internet, contact your network service provider.
5. Check the printer connection to the router.
6. Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.
7. Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends, and then plug it back in. Turn the printer and router off and back on if the light is still not on.
8. Make sure Web Services are on. An interruption of your printer connection to the Instant Ink service can cause connection errors. See HP Printers - Turn On Web Services for more information.
9. When your printer is connected to the Internet, sign into your Instant Ink account:
10. Home / Home Office: Sign into your Instant Ink account
11. Business: Sign into your Instant Ink for Business account
12. Check the printer status in the Status area.
13. Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
14. Not ready to print :
15. Click the refresh button .
16. Click the browser reload button to reload the account web page.
17. Repeat up to five times, until the status changes to Ready to print.
18. If the router is properly connected to the internet, but you still cannot connect the printer, contact HP Instant Ink support for assistance.

Hope this helps! Keep me posted for further assistance.
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!

[LP5996]

Hi Elohi

Many thanks for your reply.

apologies for not responding promptly.

I have been away and have just returned.

I'll try your possible solutions as soon as I can and will reply here.

Thanks again 😁

[LP5996]

Hi Elohi

Many thanks for your reply. apologies for the delay in replying.

This italic info typed after I had completed all the options from Elohi which are detailed below. It seems that the printer works as it should but the "not connected to the internet" warning triangle remains on the printer screen. Check what I did in your point 12 below. So, is my printer use in connection with my Instant Ink account still being sent to HP so that I will receive ink in good time ?

I have tried your options as follows:

If your printer cannot connect to HP Instant Ink, it stops printing and displays a message.

The printer now prints without showing an error warning on my PC screen, but still shows the warning that is a triangle with a yellow exclamation mark in it. when I click on this error message, the printer screen shows "checking registration status" This stays for about a minute whilst a spinning cursor displays.

Then the printer screen shows "No Internet Connection...."

1. Make sure your connection is compatible with Instant Ink.

This printer has been set up as it is for several years, so I guess that it is compatible.

The internet connection is good. Everything works as it should.

2. Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.

Not applicable. This is a home installation.

3. A USB connection to a computer does not work if it is the printer’s only connection. Connect the printer directly to the internet by Wi-Fi or ethernet to use Instant Ink.

The printer is connected as it always has been. It is connected to the PC via USB and it is also connected to the internet via wifi. The PC is connected to the router via wifi.

4. Make sure your router is on and connected to the internet. If you have another device on the same router, make sure it can connect to the internet. If the router is not connected to the internet, contact your network service provider.

The router is on and connected to the internet. Everything works as it should.

5. Check the printer connection to the router.

If I check the wireless status on the printer "setup" icon, it asks "wireless connection is already set up. are you sure you want to set it up again". I assume this means that it is connected to the router. If not, how do I do as you ask please ?

6. Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.

The blue wireless light on the printer is on - not flashing.

7. Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends, and then plug it back in. Turn the printer and router off and back on if the light is still not on.

There is no ethernet light at the rear of the printer where the ethernet cable is plugged in.

8. Make sure Web Services are on. An interruption of your printer connection to the Instant Ink service can cause connection errors. See HP Printers - Turn On Web Services for more information.

From the HP website: On your control panel, press the HP ePrint icon.

This is the icon which has the warning triangle on it, so cannot carry out this instruction as the process outlined in the first comment above takes place. However, clicking on the set up icon on the printer screen, I can navigate to wireless settings. This shows the router address and signal strength as "good" amongst other things, so I guess that it is connected to the router.

9. When your printer is connected to the Internet, sign into your Instant Ink account:

10. Home / Home Office: Sign into your Instant Ink account

Can sign into my account. The printer details are shown.

11. Business: Sign into your Instant Ink for Business account

Not applicable

12. Check the printer status in the Status area.

Can't find anywhere on my account to check this.

However, what I have done is to send a test e mail to the printer from my mobile phone using the remote printing address which printed successfully. I guess this shows that the printer IS actually connected to the internet.

13. Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.

I don't see anywhere on my account page that shows the status of the printer.

However, turning off the printer and back on makes no difference. Must have done this 7 or 8 times when trying to solve this originally.....still shows the error on the printer screen.

14. Not ready to print :
15. Click the refresh button .

Where is this ??

16. Click the browser reload button to reload the account web page.

Makes no difference. The account page still loads OK.  

17. Repeat up to five times, until the status changes to Ready to print.

Repeat what ? If it's reload the browser button, this will make no difference....can't see anywhere on the PC screen showing my account what the printer status is.

18. If the router is properly connected to the internet, but you still cannot connect the printer, contact HP Instant Ink support for assistance.

Help !!

[LP5996]

Hi

I posted this issue a while ago. Elohi kindly posted some possible fixes as seen below in the trail. I did reply 6th September after trying all of the possible solutions, (none of which worked) but have had no response since. 

This issue is very frustrating.

Today, I have had another two e mails from HP Ink programme telling me to connect the printer to the internet. It always has been, but the printer screen has shown the exclamation mark in a yellow triangle error since the problem began weeks ago.

Quick reminder:

1. My PC is connected to the router via wireless connection.

2. The printer is connected to the PC via ethernet cable AND is connected to the router via wifi. The printer has been connected like this for more than three years with no problems. I usually select the ethernet connection when I print anything.

See the original posts below  for the original, bigger details.

I have now had a further go at trying to rectify the issue.

I have reset the printer as suggested by HP on one of the help pages.

Of course, resetting to factory deletes the wireless connection, and the blue wifi status light on the printer was flashing (as expected).

I have set up the printer to connect with the wifi router and this has been completed with no issues. The blue light is now on - which means it is connected to the router. The router is DEFINITELY connected to the internet with no issues when carrying out any internet based things (eg using a search engine). The warning yellow triangle on the printer screen also disappeared. Hurrah !! Thought I had solved the problem.........but no.

STILL when I try to print anything, I get the message "connect your printer to the internet" as per the original problem (clicking OK lets the printer actually print the item).

I have tried to send an e mail via the remote email address of the printer, but that didn't work (it did pre today's reset even whilst the error was indicated). After trying this, I received another e mail which shows:

"Thank you for using HP's ePrint service. Your print job has been received and prepared for printing.

If the job does not print, make sure:
1. The printer's email address was entered correctly
2. The printer is online
3. You have permission to use the printer
4. Total size of all attachments does not exceed 10MB
5. Total of 10 attachments or less"

Points 1,3,4 and 5 are fine. Presumably, point 2 is the problem - even though the blue internet connection light is on and solid.

On my HP account, the printer is shown on my PC screen fully detailed, but the little circle adjacent to it is not filled in - I presume this is to select a printer if one has more than one printer. If I click on the circle, which would I assume be filled in to indicate printer selected, it won't let me.

On my HP Smart account, the printer is shown but it says "disconnected from the internet" and "subscribed" with a green tick.

So, it would appear that the printer is connected to the internet, but Instant Ink says it isn't.

I am still paying my ink subscription but my ink usage isn't being monitored. I also have had a "low ink" message!

Also, I don't seem to be able to make the connection between PC and printer via the ethernet cable, but maybe I need to investigate this more.

Any further help please ?  😧

[LP5996]

Update:  Presumably the reset cancelled the "connect to web services". I have enabled web services and the printer has given me a new e mail address for remote printing. The printer then printed out a "Congratulations!" sheet stating that my printer is now web connected. This showed a different e mail address for the printer to the one given to me one minute ago!

I went to my on line HP Smart account and went to the page which shows the printers e mail address. This was set to the very first e mail address and the only one the printer has had since installation years ago.

So, I went to edit the e mail address and entered the one just given to me on the print out and got:

"This e mail already exists! Try another one"

Aaaarrrrggggggghhhhhhh!

[Irfan_06]

Hi @LP5996,

I am sorry to hear that the shared steps did not help much.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[LP5996]

Hi Irwin6

Many thanks for your reply.

I will do as you suggested.