Communication problems with my HP OfficeJet Pro 9720e printer

[Frank_Fletcher]

Until about 48 hours ago my printer was functioning normally.  Then I started to get messages saying there was a connection problem with the internet.  Any jobs I try to send are simply cancelled rather than appearing in the print queue.  The printer has both a wifi connection and a direct cable connection to the computer.  The computer itself has normal internet connection and can reach all my usual websites without difficulty, so the problem seems to be not with the internet itself, but rather with the connection between the printer and the computer. I have never had this problem before.  I have tried all the usual restarting of router, computer and printer to no avail and ran a Network Configuration Report yesterday evening but have difficulty interpreting it!  I have also run the usual scan doctor and HP Smart diagnostics, all to no avail.

[Max3Aj]

@Frank_Fletcher, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
Thanks for the detailed rundown — you're definitely not alone with this kind of sudden communication issue, especially when everything was working fine just days ago. Since you've already tried most of the standard steps like rebooting everything and running HP diagnostics, let's dig a little deeper with a targeted checklist to rule out the root causes. Here's how we’ll go step-by-step:

First: Clarify Printer Status

Let’s confirm the printer’s network and connection status:

1. On the printer’s control panel, go to Settings > Network > Wireless Summary:
   • Does it say Connected or Disconnected?
   • What IP address is shown (e.g., 192.168.1.xxx)?
2. If you're using both USB and Wi-Fi, the PC might be confused. Let’s stick with one connection method for now:
   • Unplug the USB cable.
   • Ensure Wi-Fi is connected properly.

Then: Confirm Printer Visibility to the Computer

Method 1 – Ping Test:

1. On your PC, open Command Prompt (search "cmd").
2. Type:

ping [printer IP address]

Example:

ping 192.168.1.45

Do you get replies or Request timed out?

Next: Check for “WSD Port” Issues

Windows 11 sometimes tries to use the WSD port (Web Services for Devices), which can break printing silently.

1. Go to Control Panel > Devices and Printers.
2. Right-click your printer > Printer Properties > Ports tab.
3. See if it’s using a WSD port. If so:
   • Note the IP address from the printer (or network report).
   • Click Add Port > Standard TCP/IP Port > New Port.
   • Enter the printer’s IP address, and name it (e.g., HP9720_Static).
   • Finish the wizard.
   • Uncheck WSD and check your new IP port.
   • Click OK.

Now try printing.

Optional Cleanup: Remove & Reinstall Printer

If it still fails:

1. Go to Settings > Bluetooth & Devices > Printers & Scanners.
2. Remove the HP 9720e.
3. Go to C:\Windows\System32\spool\PRINTERS and clear the folder (you may need admin access).
4. Restart your PC.
5. Reinstall the printer using HP Smart or manually via Add Printer > "The printer I want isn’t listed" > add by IP address.

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. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support