Printer offline when connecting to instant ink

[sinead9502]

Hi I am trying to connect my inkjet 2721 to instant ink. I have the claim code, the blue light on my printer is not flashing it is blue, and when I printed a printer information page it says it is connected to wireless network and signal strength is very good. However, when asked for my claim code, I put it in and it says printer is offline but I don’t know how it is offline, the HP app says it’s ready to print and the info page says very good connection. Can anyone please help?

[Jay_G24 · Accepted solution]

Hi @sinead9502,

I'd like to help!

To assist better -

1.  Are the printer and computer connected to the same network?
2. Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

Could you print a network a configuration page and share the results -

• On the printer's control panel, press the Wireless button  and the Information button  at the same time.

Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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

[sinead9502]

Thank you so much for your time and help, I am unsure if the router is dual-band enabled. I have both my laptop and printer connected to Ask4 wifi service as I am in student accommodation. 

I have attached pictures of the network configuration pages.

The situation at the moment is that every time I try connect to instant ink I am told to print the page with the code using the printer buttons but instead get a sheet with "unable to connect to web services", the only way I did get the sheet with the code was by printing it through HP smart and but even then when I enter the code it tells me the printer is offline. So I have tried the thing where you put the IP address into the search bar and then go onto web services to try and connect it to web services, but when I do that there is just an amber warning saying that setup is in progress even though it has said that since I first tried to set it up. The box says "click refresh to see current status" and when I click that I then get a red warning saying "network problem when connecting to web services server, click troubleshoot to diagnose the problem", even though on the printer information page it says very good wireless network connection. So I click troubleshoot anyway and again it just tells me "printer could not connect to web services".