HP Smart says computer is disconnected but wifi light is on

[GreySky]

My HP smart tells me I'm disconnected from the internet, but the printer light indicates wi-fi is working. I've gone through all the suggestions in HP smart, and when I ran fix + diagnose, everything was all clear. Any ideas?

[Sneha_01]

Hi @GreySky,

Welcome to HP Support Community.

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

If your HP Smart app indicates that your computer is disconnected while the printer's Wi-Fi light is on, there are a few troubleshooting steps you can try:

1. Check Wi-Fi Connection

• Ensure Your Computer is Connected: Confirm that your computer is connected to the same Wi-Fi network as your printer. You can do this by checking the Wi-Fi settings on your computer.
• Reboot Your Computer: Sometimes a simple restart can resolve connectivity issues.

2. Reconnect Printer to Wi-Fi

• Use the HP Smart App: Try removing the printer from the app and then re-adding it:
  1. Open HP Smart.
  2. Click on the Printer icon and select Remove Printer.
  3. After removing, click on the + icon to add your printer back.
• Direct Wi-Fi Connection: If the app still doesn’t recognize the printer, try connecting directly using Wi-Fi Direct:
  1. Press and hold the Wireless button on the printer until the Wi-Fi light starts blinking.
  2. Connect to the printer’s Wi-Fi network from your computer (look for a network with “HP” in the name).
  3. Open HP Smart and attempt to add the printer again.

3. Check Network Configuration

• Firewall/Security Software: Ensure that your firewall or security software isn’t blocking the HP Smart app or the printer. You may need to temporarily disable it to test the connection.
• Router Settings: Verify that there are no settings (like MAC address filtering) preventing the printer from connecting to the network.

4. Update Drivers and Software

• Update HP Smart: Make sure you have the latest version of the HP Smart app installed.
• Update Printer Firmware: Check if there’s a firmware update available for your printer through the HP Smart app.

5. Network Reset

• Reset Printer Network Settings: If nothing works, you can reset the printer’s network settings:
  1. Go to the printer's control panel.
  2. Navigate to Setup > Network > Restore Network Defaults.
• After resetting, reconfigure the Wi-Fi connection.

6. Check IP Address

• Find Printer's IP Address: Print a network configuration page from the printer (usually done through the setup menu) to see if it has a valid IP address. If it’s showing an IP address like 169.254.x.x, the printer isn’t connecting to the network properly.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support