Wifi connected but printer wont connect to the internet

[Mike6797]

Hi, my printer keeps telling me that it won't be able to print because it is not connected to the internet.  The HP Smart app says that the printer is connected to wifi with the blue light on.  I had a new modem installed and the printer was successfully connected to the modem.  I have restored the wifi connection twice and shut the printer down numerous times but still no connection to the internet.  Can you please tell me how to resolve the issue.  I have been able to print, but everytime I print, the warning comes up on the printer screen.  Thank you, Mike.

[Hawks_Eye]

Hi @Mike6797 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for explaining that so clearly. If your HP OfficeJet Pro 9130e is connected to Wi-Fi (solid blue light) but still shows “Not connected to the internet,” especially after a modem change, it’s likely that the printer’s Web Services or cloud registration hasn’t re-established properly. 

This can affect features like HP+ services, Instant Ink, and remote printing—even if local printing works.

Here’s how to resolve it:

Step 1: Verify Network Configuration

1. Print a Network Configuration Page: Access this from the printer's control panel to ensure the printer has a valid IP address assigned by your new modem.
2. Check IP Address: Confirm that the IP address is consistent with the network settings of your other devices.

Step 2: Restart Network Devices

1. Power Cycle the Router: Unplug the router, wait 10 seconds, then plug it back in.
2. Power Cycle the Printer: Turn off the printer, wait a few seconds, then turn it back on.

Step 3: Use the Embedded Web Server (EWS)

1. Access EWS: Enter the printer's IP address in a web browser to open the Embedded Web Server.
2. Verify Internet Connection: Check the network settings and attempt a connection test if available.

Step 4: Update Printer Firmware

1. Firmware Update: Check HP Support for any available firmware updates for the OfficeJet Pro 9130e.
2. Install Updates: Follow instructions to install the latest firmware which might resolve connectivity issues.

Step 5: Check Router Settings

1. Check DHCP Settings: Ensure the router is set to assign IP addresses automatically using DHCP.
2. Disable MAC Filtering: If MAC filtering is enabled, ensure the printer's MAC address is in the allowed devices list.

Step 6: Check Firewall and Security Settings

1. Firewall Check: Temporarily disable firewall settings on your router to rule out it blocking printer communication.
2. Security Software: Ensure that no security software on your devices is impacting network traffic stability.

Step 7: Re-add Printer via HP Smart App

1. Remove and Re-add the Printer: Use the HP Smart app to delete the printer and re-add it to refresh the connection.

Step 8: Perform a Factory Reset

1. If all else fails, perform a factory reset on the printer to clear all network settings and reconnect to the network afresh.

You’ve already done the hard part by reconnecting to Wi-Fi; now we’ll make sure the printer talks to the internet properly.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Mike6797]

I've attempted to perform most of these steps, I was unable to verify an internet connection through EWS.  I couldn't find how to do this.  I couldn't work out how to disable MAC filtering on the router, however the router has assigned a MAC address to the printer.  HP Smart now has the printer as ready with a green tick but the printer continues to state a problem with my account.

[Hawks_Eye]

@Mike6797  Thanks for the update — sounds like you’ve made solid progress, especially getting the printer back on Wi-Fi and showing “Ready” in HP Smart. 

That green tick is a good sign. The lingering account warning likely points to a hiccup with Web Services or HP account registration, especially after the modem swap.

Let’s tackle the remaining pieces step by step:

Verify Internet Connection via EWS (Embedded Web Server)

Since you couldn’t find the internet test in EWS, here’s how to access it:

Find the Printer’s IP Address

• On the printer’s control panel, go to Settings > Network Setup > Network Configuration.
• Note the IP address (e.g., 192.168.x.x).

Open EWS in a Browser

• Type that IP address into your browser’s address bar (on the same network).
• You should see the printer’s Embedded Web Server interface.

Check Web Services Status

• Navigate to Web Services or HP ePrint tab.
• If it says “Not Connected” or “Disabled,” click Enable or Setup.
• Follow prompts to re-register the printer with your HP account.

MAC Filtering on Router

If your router has assigned a MAC address to the printer, that’s a good sign — it’s likely not blocking it. But to be sure:

• Log into your router’s admin page (usually at 192.168.0.1 or 192.168.1.1).
• Look for Wireless Settings > MAC Filtering or Access Control.
• If enabled, make sure your printer’s MAC address is listed as Allowed.

Account Warning on Printer Screen

This message usually reads something like:

“Check your account. A problem has occurred with your HP account and you will be unable to print very soon unless the issue is resolved.”

To fix this:

Open HP Smart App

• Tap your printer > Advanced Settings > Web Services.

Sign In to HP Account

• Make sure you’re signed in with the same HP account used during setup.

Remove & Re-add Printer

• In HP Smart, tap the printer name > Hide Printer or Forget Printer.
• Then re-add it using Add Printer and follow the setup prompts.

Factory Reset (if needed)

• If the warning persists, consider a factory reset:
  • On the printer, go to Settings > Printer Maintenance > Restore Settings > Restore Factory Defaults.

More detailed guidance is available in HP’s official setup and account troubleshooting guide.

Let me know if you’d like help walking through any of these steps live. You’re close to the finish line — just need to get that account handshake working again.

Thanks,

Hawks_Eye

[Mike6797]

Hi Hawks_Eye,

I've gone into the EWS browser and there isn't any tabs for Web Services or HP ePrint.  The MAC address on the modem is authorised and given priority.  The modem is receiving packets from the printer.  My HP Smart app also doesn't have a Web Services tab version 160.1.1192.0.  Does it matter if the printer is connected to the 5ghz band?  Or should it be on 2.4ghz?  The internet protocols are on IPv4 only.  I removed the printer and now HP Smart can't find it.  I had to use the IP address to find the printer and the caution triangle is back "check your account".  I've now done the factory reset, and the printer is stuck in preparing mode and will not proceed any further.

[Hawks_Eye]

@Mike6797 

Thanks for the detailed update. You’ve done a lot of the right things already, and we’re narrowing in on the issue. Let’s tackle the remaining pieces step by step.

Key Things to Try Next

1. Use 2.4GHz Wi-Fi Band

• HP printers—including the OfficeJet Pro 9130e—typically work best on 2.4GHz, not 5GHz.
• Try reconnecting the printer to your 2.4GHz network using the Wireless Setup Wizard on the printer’s control panel.

2. Re-enable Web Services Manually

Since the EWS doesn’t show Web Services tabs, try this directly from the printer:

• On the printer’s touchscreen, go to Settings > Web Services
• If available, tap Enable or Setup
• If it’s stuck in “Preparing,” unplug the printer for 60 seconds, plug it back in, and retry

3. Check HP Account Link

• Open the HP Smart app and sign in with your HP account
• Go to Settings > Advanced Settings (if available)
• Try re-adding the printer and completing Web Services setup from there

4. Use HP’s Setup Guide

HP has a step-by-step guide for restoring Wi-Fi and Web Services. You can find it on HP’s support page for the OfficeJet Pro 9130e

If the printer remains stuck in “Preparing,” it may need a firmware refresh or a deeper reset. Let me know if you want help with that—I can walk you through it. 

You're close to getting this sorted. Let’s get that last piece working.

Thanks,

Hawks_Eye

[Mike6797]

Hi Hawks Eye,

I attempted to restart the printer multiple times after the factory reset and the printer remained stuck on "preparing".  Unfortunately, I needed a printer for work during the weekend.  I went back to the retailer and was unable to return the printer because it was one month out of warranty.  I have bought a new Brother printer and cancelled my instaink account.  Thank you for your help.

[Hawks_Eye]

@Mike6797 

Thanks for updating us. 

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Stay fantastic, and have an amazing day ahead! 

Regards, 

Hawks_Eye