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‎01-22-2019 02:02 PM

HP Recommended
Product: HP Officejet 5740 e-All-in-One Printer
Operating System: macOS 10.14 Mojave

Recently upgraded my cable service to Rogers Ignite, and since then have not been able to connect the printer to HP Instant Ink.  I keep getting a DNS/Gateway error message.  I have scoured all of the message boards for help and have completed all suggestions, including installing new software, disabling IPv6, manually entering the IPv4 details.  Curiously, when I reset the printer's wireless settings to default and then sign back in to my network, I receive a successful Web Access Test Results report.  As soon as I click on Connect (to connect to HP Instant Ink), the printer reverts back to the DNS/Gateway issue.  Please help.

3 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎01-23-2019 09:22 AM

HP Recommended

@Papamac

 

A warm welcome to HP Community!

It sounds like a connection issue with web services. Let's try these steps:

Please ensure the printer is up-to-date with its firmware. If you are unsure, you can download and install the latest firmware update from here.

Once you are up-to-date with the firmware, please set a manual IP address and manual DNS servers for the printer. The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers.

If issue persists, try the steps available in this document. 

Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3

‎01-23-2019 09:22 AM

HP Recommended

@Papamac

 

A warm welcome to HP Community!

It sounds like a connection issue with web services. Let's try these steps:

Please ensure the printer is up-to-date with its firmware. If you are unsure, you can download and install the latest firmware update from here.

Once you are up-to-date with the firmware, please set a manual IP address and manual DNS servers for the printer. The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers.

If issue persists, try the steps available in this document. 

Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

Was this reply helpful? Yes No

‎01-25-2019 04:21 PM

HP Recommended

Thanks for your help.  Turns out, the solution was to disable Web Services, then enable it.  Worked right away!  Back connected to InstantInk!

Was this reply helpful? Yes No

‎01-28-2019 08:27 AM

HP Recommended

@Papamac

 

You are welcome!

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day!

 

Senan6806


I am an HP Employee

Was this reply helpful? Yes No
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