Printer is not connecting to HP instant ink Servers, lost webserver connections.

[Fedup171]

Recently had new Wi-fi router installed,  my printer is no longer connecting to the HP servers,  The new wi-fi user name and password were entered into the printer settings.  My printer is showing the wifi as connected but cannot connect to the HP servers.  I have tried re-installing the printer, using the HP Scan Doctor,  using there HP Smart App.  Got to be joking is not smart, totally usually cannot even find the printer.  Total fed up may as well cancel the instant ink contract and get a new printer - will not be HP as I find there help pages are totally useless.  Wouldnt think changing your wi-fi would cause so much problems

[A_Gayathri]

Hi @Fedup171 ,

Welcome to The HP Support Community.  

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

I understand you are switching to a new Wi-Fi router can indeed disrupt the connection between your printer and HP servers, particularly for features like HP Instant Ink. Here are some steps to resolve the issue:

1. Verify Printer Network Connection

Print a Wireless Network Test Report:

• On the printer control panel, navigate to the network settings and select Print Network Configuration or a similar option.
• Check if the printer is connected to the correct network and if the signal strength is strong.

Confirm the printer’s IP Address:

• Ensure it matches the new router's IP range (e.g., if your router's IP is 192.168.1.X, the printer's IP should be similar).

2. Restart Network Devices

• Power off your router, printer, and computer.
• Wait for 1–2 minutes and power on the router.
• Once the router is fully operational, power on the printer and computer.

3. Re-enable Web Services

Open the printer’s Embedded Web Server (EWS):

1. Find the printer's IP address on the Wireless Network Test Report.
2. Enter the IP address in your browser's address bar.
3. Go to the Web Services tab and disable and then re-enable Web Services.

Follow the prompts to re-establish the connection to HP's servers.

4. Reconnect HP Smart App HP printer setup (HP Smart app) 

• Uninstall and reinstall the HP Smart app.
• Open the app and select Set Up a New Printer.
• Follow the setup wizard to reconnect the printer to the Instant Ink service.

5. Troubleshoot Advanced Network Settings

If the above steps fail, the problem may be with router settings. Verify:

• 2.4 GHz Band is Enabled: HP printers often do not work well with 5 GHz bands.
• Firewall Settings: Ensure the router’s firewall isn’t blocking the printer’s access to HP servers.
• DNS Settings:
  • Change the DNS settings on the printer (via the EWS) to 8.8.8.8 (Google DNS).

6. Perform a Factory Reset

• Reset the printer to its factory defaults:
  • Go to the printer’s control panel → Setup → Printer Maintenance → Restore Factory Defaults.
  • Reconnect the printer to the network and try setting up Web Services again.

I hope this helps. 

Take care and have a good day.

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