HP Smart complains no internet connection on device

[jshen9889]

I have an HP ENVY 6458e All-in-One Printer.  I use HP Smart to scan a document. The printer is wireless and I can print from my computer without any issue. 

But when I open HP Smart, it complains the device needs an internet connection.  Below is a screenshot.  The printer is already connected to internet.  I believe the software sends a wrong message.  Looking for help! 

[A_Gayathri]

Hi @jshen9889,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP ENVY 6458e is connected to Wi-Fi and you can print, the error in HP Smart might be due to connectivity or software issues. Here are some steps to try:
 

1. Update HP Smart and Printer Firmware Update the firmware on an HP printer

• HP Smart: Ensure you have the latest version of the HP Smart app by checking your app store or HP's website.
• Firmware: Update your printer's firmware. In HP Smart, go to Printer Settings > Advanced Settings (or Web Services) > Update the firmware.

2. Reboot Network Devices

• Power cycle your modem and router. Unplug them for about 30 seconds, then plug them back in.
• Once your network is back online, restart both your printer and computer.

3. Check HP Account Status in HP Smart

• Log into your HP Smart account and ensure your printer is correctly listed and active on your devices. Sometimes, logging out and back in can refresh the connection.

4. Reset Printer Network Settings HP printer setup (Wi-Fi network)

• Reset your printer’s network settings. On the printer, navigate to Settings > Network Settings > Restore Network Settings. Reconnect to Wi-Fi through the printer's touchscreen or HP Smart.

5. Disable and Re-enable Web Services

• In HP Smart, go to Printer Settings > Web Services, and turn off Web Services. Wait a minute, then turn it back on. This resets any cloud connection the app requires.

6. Reinstall HP Smart HP printer setup (HP Smart app)

• Uninstall HP Smart from your device, then reinstall it. This often resolves app-related issues by resetting its connection settings.

Refer to this document: HP ENVY 6458e All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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