Printer shows connected but HP Smart shows disconnected

[Rob7777771111]

Printer show connected to internet in the HP Smart App but the HP Account does not?

[Kuroi_Kenshi]

Hi @Rob7777771111,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your printer shows as connected to the internet, but in the HP Smart app, it appears as disconnected or not linked to your HP Account. Let’s go through a few steps to check what could be causing this.

Restart Printer and Router

Turn off the printer and unplug your router’s power cord for about 30 seconds.

Power the router back on, wait until it’s fully online, then turn the printer back on.

This refreshes the network connection and helps the printer reconnect to HP’s servers.

Verify Wi-Fi Connection

On the printer control panel, go to Wireless Settings → Print Reports → Wireless Network Test Report.

Check that the printer is connected to the same Wi-Fi network as your computer or mobile device.

Avoid using guest networks or 5 GHz-only connections if the printer supports only 2.4 GHz.

Check HP Smart Login

Open HP Smart, sign out of your HP account, then sign back in.

Make sure you’re using the same HP account that was used when setting up the printer originally.

Re-add the Printer in HP Smart

In HP Smart, select the printer name → Remove Printer.

Tap Add Printer, and allow HP Smart to search for available printers on your Wi-Fi network.

When found, select your printer and follow the on-screen prompts to reconnect it to your HP account.

Update Printer Firmware

On the printer’s control panel, go to Setup → Printer Maintenance → Update the Printer.

Outdated firmware can prevent your printer from syncing correctly with HP Smart and HP Cloud.

Check HP Account Web Portal

Visit https://www.hpsmart.com and sign in with your HP ID.

Ensure your printer appears under My Printers. If not, click Add Printer and enter the claim code from your printer (found under Web Services → Print Info Page).

These steps should help sync your printer’s online connection with your HP Smart app and HP account so that it shows as connected in both.

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Best regards,