Wifi connection works, but no internet connectivity.

[LThomas51548]

I lost connectivity on my printer, though it is connected to wifi, and all other devices on that network can access the internet.  I have rebooted my router, the pc, and the printer.  I have factory reset the printer and uninstalled and reinstalled HP Smart.  I have tried to manually add it using the IP address, no luck on any of it.  It says the wifi connection is excellent, but no internet.  I tried to get on a live chat on the hp website, it just spins.  I tried Messenger and it left me there after saying it would connect me to a live agent.  I created a case and called into the 800 number and the AI assistance can't understand how to interpret what I am saying.  Can someone help, and is this the best HP has to offer for its support?  The printer was working fine until last week and is still under warranty.

[Raj2111]

Hi @LThomas51548 

Welcome to the HP support community.

I understand how frustrating this situation is, especially after trying so many troubleshooting steps. Let's see if we can get your HP OfficeJet Pro 9125e reconnected. Here are some focused steps to help resolve the connectivity issue:

1. Check Printer Connection Status

• Print a network configuration page directly from the printer:
  • On the printer's control panel, go to Settings > Network > Print Network Configuration Page.
• Check that the printer is connected to the correct Wi-Fi network and note its IP address.

2. Ping the Printer

• From your PC, open Command Prompt:
  1. Press Windows + R, type cmd, and press Enter.
  2. Type ping [printer's IP address] (replace with the actual IP address) and press Enter.
• If you get a response, the printer is communicating with the network.

3. Firewall and Security Software

• Temporarily disable any firewall or antivirus software on your PC to check if it's blocking communication with the printer.

4. Set a Static IP Address

• Assign a static IP address to the printer:
  1. Access your router’s settings (usually through a web browser using the router's IP address).
  2. Look for a section like DHCP or LAN settings.
  3. Reserve an IP address for the printer based on its MAC address.

5. Use HP Print and Scan Doctor

• Download the HP Print and Scan Doctor tool from HP's website. It can help diagnose and fix connection issues.

6. Reconfigure Network Settings on the Printer

• On the printer:
  • Go to Settings > Network > Restore Network Defaults.
  • Reconnect to your Wi-Fi network using the Wireless Setup Wizard.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support