Printer connection problem

[LakeNeuron]

I was having problems tonight printing. I discovered that I could print directly to the printer, but not to Smart Printing.  My printer showed it was connected to my home wireless network, but HP kept showing that it was not connected to the Internet. So I tried pairing it again. An eight-character pairing code showed up on the printer's screen, but when I go to the suggested webpage to enter it (www.hpsmart.com/claim), I get a login screen, and then when I login, there's nowhere to enter the pairing code -- and I cannot clear the pairing code from the touchscreen on the printer so that I can access any other controls. Even if I turn the printer off and back on again, it immediately jumps to that pairing code screen. 

I was going to try resetting the wireless connection, but I need access to that touchscreen to do it, and I can't get to anything as long as that pairing code is being displayed.

[Meghana_10]

Hello @LakeNeuron, Welcome to the HP Support Community. 

Thanks for reaching out about your query regarding the HP device.

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

To help us get started on resolving your issue, could you please let me know the product name and the model number of the HP device so that I can assist you further?

Take care and have an amazing day! 

[LakeNeuron]

It is an HP Envy 6100e All-in-One Printer. The message with the code went away, but at the HP Smart website ( https://portal.hpsmart.com/ ) it still shows the printer as "disconnected from the Internet." It is ON my home wi-fi network, and the wi-fi settings on the printer confirm this. (And my home wi-fi network is getting good, normal Internet access for every other device.)

[Pallipurath]

Hi @LakeNeuron 

Thank you for posting your query.

I understand your HP Envy 6100e is showing as disconnected on the HP Smart portal even though it’s connected to your Wi‑Fi. This often happens when the printer’s Web Services or HP Smart sync isn’t fully established. Let’s try reconnecting through the new HP App, which usually resolves this issue.

Open HP App

• The app provides direct control and sync with HP’s cloud services.
• Download or open the HP App on your PC or mobile device https://www.hp.com/us-en/hp-app/overview.html 
• Sign in with your HP account

Add or Reconnect Printer

• Ensures the printer is linked to your account and cloud services.
• In the app, click Add Printer
• Select your HP Envy 6100e from the list
• If already added, remove and re‑add the printer

Check Firmware Updates

• Outdated firmware can prevent proper communication with HP servers.
• In the HP App, go to Printer Settings → Advanced Settings
• Check for and install any available firmware updates

Hope this helps, Please revert if the issue persists.

Take care and have an amazing day!