My printer is showing up on the website as not connected but it is connected with an Ethernet cable.

[Alealdi9]

HP Envy Photo 7855 printer is showing that it is not connected to the internet on the app and website, but it is connected via ethernet cable and I am unable to print. I have updated billing and I can't seem to find the problem. I have restarted both printer and desktop. I am unable to restart a router because I am in a school building as a educator. Please get back to me as soon as you can, thanks!

[A_Gayathri]

Hi @Alealdi9,

Welcome to The HP Support Community.  

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

I understand your HP ENVY Photo 7855 is having trouble communicating with the HP servers despite being connected via Ethernet. 

Here are a few steps you can try to resolve the issue:

Check Ethernet Connection: Ensure that the Ethernet cable is securely connected to both the printer and the network port. You might also want to try a different Ethernet cable if you have one available.

Printer Network Settings:

• On the printer, go to the Network menu and verify that it shows a valid IP address.
• Print a network configuration page from the printer’s control panel to check if it has obtained an IP address and is connected to the network.

Update Firmware: Check if there is a firmware update available for your printer. You can usually do this through the printer’s control panel or via the HP Smart app. Update the firmware on an HP printer

Check HP Smart App Settings: Ensure that the HP Smart app is set up to use the correct printer. Sometimes, removing and re-adding the printer in the app can resolve connectivity issues.

Network Configuration:

• Since you can't restart the router, check with your school’s IT department to ensure there are no network restrictions or firewall settings that might be blocking the printer’s connection to HP’s servers.

HP Account:

• Log in to your HP account on the HP Smart website and ensure your printer is registered correctly. Sometimes, logging out and back in can refresh the connection.

Print and Scan Doctor: HP offers a tool called HP Print and Scan Doctor that can help diagnose and resolve printing and scanning issues. It can be downloaded from the HP support website. HP Print and Scan Doctor

Refer to this document: HP ENVY Photo 7855 All-in-One Printer User manual 
 

I hope this helps. 

Take care and have a good day.

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