hp M140w disconnected - check your account

[Antongiu]

I can't print anymore because my printer shows the message "a problem has occured and you will be unable to print, until the issue is resolved. Check your HP account for more information". On the app there is no clue about the problem, it says "verify the account" and on another page "printer not connected on internet", but my computer shows that printer is connected. Then I log into my account from browser, there is written "printer is not connected to the internet. Needs attention", but it is actually connected.  I have checked the payment information and they are updated, the payment method is my credit card which will expire in 1 month (I have not received a new one from my bank yet) so I hope it is not blocking me 1 month in advance!

Thank you for your help. 

EDIT: after some struggles, I managed to get to the solution thanks to the help of the Helpdesk.

I did the following:

1) switched off the printer

2) held buttons with arrow up + X at the same time, then I switched it on again

3) I have hidden the printer in my HP Smart app

4) Re-registered the same printer throgh "add new printer"

5) followed all the re-registration process till the end.

[Raj_05]

Hi @Antongiu,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like there may be a mix of account verification issues, internet connectivity problems, or even an early hold due to the payment method’s impending expiration. Here are a few steps that could help resolve this.

• Restart Printer and Router: Sometimes a restart can reset connectivity issues between the printer and HP’s servers. Turn off both your printer and router for about 60 seconds, then turn them back on.
• Reconnect Printer to WiFi: Go to the printer’s control panel and navigate to the WiFi setup to reconnect it to your WiFi network, ensuring it’s connected to the correct network.
• Sign Out and Back Into HP Account: On the HP Smart app or browser, log out of your HP account, then log back in. This might refresh the connection between your account and the printer.
• Verify HP Instant Ink Status: Since your payment method is close to expiration, it’s possible the system might be alerting you early. Check your HP Instant Ink account for any notifications regarding billing or payment. If possible, add a backup payment method.
• Update HP Smart App and Printer Firmware: Ensure the HP Smart app is updated on your device, and check if there’s a firmware update available for the printer.
• Clear the App Cache (Mobile App): If using the HP Smart app on a mobile device, clear the cache by going to your phone’s settings, selecting the app, and choosing the option to clear cache.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support 

[Antongiu]

Unfortunately my printer is still 'disconnected from internet" after I did:

1) Restarted Printer and Router

2) Reset to factory standard / Reconnected Printer to WiFi

3) Signed Out and Back Into HP Account

4) Verified HP Instant Ink Status. Also, there is no option to add a second method of payment. I have switched to Paypal and still it's not working

5) check Updates of HP Smart App and Printer Firmware

What else do you suggest? I am so close to cancel my subscription and buy a Brother printer...

[Raj_05 · Accepted solution]

Hi @Antongiu,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[1dot21gigawatz]

Always happens.  You can only use a WiFi connection to the router/gateway.  No hardline ethernet connections to router/gateway.  That is the issue.