Wireless Connectivity Mixed Messages

[EMR73]

After installing a new wireless router I have repeatedly used the Network Setup Wizard to connect to the wifi network, and under the wireless icon it says I'm connected. But when I press the leftmost icon at the bottom of my screen (not sure what it's called) it says the printer could not connect to the internet, even though under wireless network setting it says I'm connected to the network (with excellent signal strength; it's very close to the router). I've reset the printer and re-run the setup wizard multiple times but it is very frustrating that in one location the printer says I'm connected and in the other it says I'm not (which is clearly the case because it won't print). I'd be grateful for any suggestions -- thank you.

[Kuroi_Kenshi]

Hi @EMR73,

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share the model name of your device?

We're looking forward to helping you get back up and running! 

Best regards,

[EMR73]

Thank you! It's an HP OfficeJet Pro 8620.

[Kuroi_Kenshi]

Hi @EMR73,

Thank you for the response.

I understand your HP OfficeJet Pro 8620 is showing mixed messages about wireless connectivity—indicating it’s connected to Wi-Fi but also saying it cannot connect to the internet. Let’s go through a few steps to check what could be causing this.

Verify network credentials

Make sure the printer is connected to the correct Wi-Fi network and the password entered during setup matches your router.

Even if the signal shows “excellent,” incorrect credentials can prevent internet access.

Restart all devices

Power cycle your printer, router, and computer.

Sometimes cached network settings cause inconsistent status messages.

Check IP address assignment

On the printer, print a network configuration page.

Verify it has a valid IP address, subnet mask, and gateway. If the gateway is missing, the printer cannot reach the internet.

Disable AP Isolation / Guest Mode

Some routers have a setting that prevents devices from communicating with each other (AP isolation or guest network).

Make sure your printer and computer are on the same network without isolation.

Update printer firmware

Use the HP Smart app or USB connection to check for firmware updates.

Firmware updates can fix connectivity inconsistencies and improve network stability.

Test direct connection

Temporarily connect the printer via USB to a computer and run the HP Print & Scan Doctor.

This will verify the printer’s network functionality and help rule out internal software issues.

Reconfigure wireless setup

On the printer, run the Wireless Setup Wizard again, and select “Forget previous networks” first.

Ensure no old networks are stored, which may confuse the printer.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[EMR73]

Kuroi_Kenshi, thank you so much for the reply. The printer appears to have a valid IP address and subnet mask, but the "Default gateway" is 0.0.0.0. Could that be the problem? If so, what do I do next?

[Kuroi_Kenshi · Accepted solution]

Hi @EMR73,

Thank you for the response.

I understand your HP OfficeJet Pro 8620 shows a valid IP and subnet mask but has a Default Gateway of 0.0.0.0, which can prevent it from reaching the internet. Let’s go through a few steps to resolve this.

Restart your router and printer

Power off both the printer and router.

Wait 30 seconds, then power on the router first, followed by the printer.

Re-run the Wireless Setup Wizard

On the printer, select Wireless > Wireless Setup Wizard.

Choose your Wi-Fi network and carefully re-enter the password.

Make sure to forget previous networks to avoid conflicts.

Check router settings

Log in to your router and ensure DHCP is enabled.

DHCP assigns the printer a proper gateway automatically.

Disable AP isolation or Guest Mode if active.

Assign a manual gateway (if needed)

If DHCP doesn’t assign a gateway, you can manually enter your router’s IP as the Default Gateway on the printer.

This is usually the router’s LAN IP, e.g., 192.168.1.1 or 192.168.0.1.

Verify connection

Print a network configuration page again.

Ensure the printer now shows a valid Default Gateway and can reach the internet.

Try printing a test page or using HP Smart to confirm connectivity.

Setting a valid gateway should resolve the mixed messages and allow the printer to access the internet.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[EMR73]

This has now been resolved -- it took a couple of calls to the router company, but it worked! Thank you.

[Kuroi_Kenshi]

Hi @EMR73,

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Best Regards,