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Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: HP printer is offline or unavailable.

‎07-23-2025 06:45 AM

HP Recommended
Product: HP LaserJet MFP M140we Printer

My printer worked great for 19 months, but since today I've been getting the error message "Check Account" and saying I won't be able to print until the issue is resolved. So I checked my account and didn't find any errors, except that the printer says "Offline - no internet connection," but the connection is fine, IP address exists, etc.

So I reset all network settings in the system menu to factory defaults. I deleted the printer from my account and set everything up again. It connects, gets an IP address, but in the last step of setup, I get another error message: "Unable to get printer details - Select 'try again' to reconnect your printer. If that doesn't work, restart your printer and wireless router, and then tap 'Try again' to try to establish the printing connection again."

I've tried everything: restarting the printer, restarting the router, but nothing works. 😫

Reply
2 REPLIES 2

‎07-25-2025 08:01 AM

HP Recommended

Hi @PrinterH8er1,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

We understand your frustration — your HP LaserJet MFP M140we has worked reliably for 19 months, and you're now encountering a "Check Account" message and network setup issues, getting offline error, despite a valid internet connection and functional IP address.
 

We appreciate your detailed steps, including resetting the network settings, removing and re-adding the printer, and restarting your router and printer. Since you're seeing this is most likely related to either an HP+ cloud service connection issue or A printer/account synchronization error.
 

Let’s walk you through a precise set of troubleshooting steps to resolve this.

Step 1: Confirm Your HP Account is Active and Linked

  1. Go to HP Smart
  2. Sign in using the same HP account you used during the printer's initial setup.
  3. Click on your printer’s name or image.
  4. Check the printer status — if it shows offline, click “Remove Printer” and confirm.
  5. Ensure your account shows no issues with Instant Ink or HP+ Enrollment.


Step 2: Manually Reset the Printer (Full Restore)

  1. On the printer control panel, go to:
    Menu → Network Settings → Restore Defaults
  2. Once reset, turn off the printer, wait 10 seconds, and turn it back on.
  3. Ensure your Wi-Fi router is not using a captive portal (like hotel/guest logins) and is 2.4 GHz, not only 5 GHz.


Step 3: Use the HP Smart App to Reconnect Properly

  1. Download or open the HP Smart app from:
  2. Open HP Smart and click “+ Add Printer”.
  3. Select your printer from the list (or add manually using IP).
  4. During setup, allow HP Smart to access your network and location when prompted.
  5. When it says, “Unable to get printer details,” click Try Again after restarting both the printer and the router.
  6. If the issue persists, skip adding via HP Smart and proceed to the next step.


Step 4: Access Embedded Web Server (EWS)

If you can get the IP address (e.g., 192.168.1.105) from the printer:

  1. Open a browser on your PC or phone connected to the same Wi-Fi.
  2. Enter the printer's IP in the address bar to open the EWS page.
  3. Go to Network > Wireless Setup.
  4. Recheck if the printer shows a connected status with a valid IP, gateway, and DNS.

 

I hope this helps.

 

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards,

VikramTheGreat

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‎07-25-2025 08:10 AM

HP Recommended

Hi @PrinterH8er1,

Welcome to the HP Support Community.
 

 Please try the steps shared on the above link and let us know how it works in solving the issue.

 

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

 

Regards,

VikramTheGreat

Reply
Was this reply helpful? Yes No
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