HP Smart web site

[JBDPrint]

Because of HP genius, there is no board that actually applies to this issue so I am trying here.

The printer is fine.  It is on the internet, on the network, PC connects to it and prints, is able to be updated and is now.  HP Smart syncs with it when I log in to instant ink, etc.  However, the HP Smart site says the printer is offline.  It is not.  Otherwise, the same site a bit aove the offline message on the same web page shows that the printer is synced.  It syncs every time and it very quickly switches below from something like it is connected (so fast I can't read the message fully) to say it is not connected with the pop up saying printer offline.  The web site is most likely the issue, not the printer, pc, or network.

As a former support tech, I know computers, network, etc. pretty well.  The typical reboot, turn off, restart, etc. has been done. Again, the printer works, the web site does not.

[Max3Aj]

@JBDPrint, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I understand how frustrating it can be when technology doesn't quite behave as expected, especially when you're technically savvy and have already tried the usual troubleshooting steps. It sounds like you've got a solid grasp of your network and printer's functionality, and you've accurately pinpointed that the discrepancy lies specifically with the HP Smart website's reporting.

You're right, the HP Smart website occasionally has glitches that don't always reflect the true status of a printer, especially when all other indicators (printing, network connectivity, updates, Instant Ink sync) show it's working perfectly. This often points to a caching issue, a temporary server-side problem, or a specific configuration within the HP Smart ecosystem that needs a refresh.

Here are some steps to help resolve or work around this issue:

Use HP Smart App's Diagnose & Fix Tool

Even though the printer is working, the Diagnose & Fix tool can help correct sync issues between the printer and HP Smart services.

• Download or open the HP Smart app on your PC or Mac.
• Click the wrench icon (Windows) or go to the top menu bar (Mac).
• Select Diagnose & Fix and follow the prompts.

Use Diagnose & Fix in the HP app to repair common printing issues (Windows, macOS) | HP® Support 

Assign a Static IP to the Printer

Sometimes, dynamic IP changes can confuse the HP Smart cloud service.

• Access your printer’s Embedded Web Server (EWS) by typing its IP address into a browser.
• Go to Network > Advanced Settings > IP Settings.
• Set it to Manual and assign a static IP.

Remove and Re-add the Printer in HP Smart

This can refresh the connection between your printer and HP Smart cloud services.

• Open the HP Smart app or go to HP Smart Web.
• Remove the printer from your account.
• Re-add it using the Add Printer option.

Factory Reset (Optional Last Resort)

If the issue persists and is affecting functionality, consider a factory reset:

Restore factory defaults on your HP printer | HP® Support

You may refer to this document - HP Printer Offline Issues - How to Fix | HP® Support
 

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support