Joining your Wi-Fi
Connecting a new or moved HP printer to your home Wi-Fi, using the HP Smart app or the printer's own screen or buttons.
Independent Help with Your HP Printer, $100 CAD Flat
HP printer says offline? Won't join your Wi-Fi? Not sure how to use the HP Smart app? We help over the phone and the internet, at your pace, with your permission. Anywhere in Canada and the United States.
Call (236) 258-3060 Email info@clearpinetech.ca
Monday – Friday, 8 am – 8 pm Pacific Time (Mountain 9 am – 9 pm, Central 10 am – 10 pm, Eastern 11 am – 11 pm, Atlantic 12 pm – 12 am). Closed Saturday and Sunday.
Clearpine Technologies is an independent support provider and is not affiliated with, endorsed by, or an authorised service provider of HP. Brand names are trademarks of their respective owners. For free manufacturer support, contact the manufacturer directly.
What we help with
Common HP printer problems
Plain steps, no rush. You can ask us to repeat anything.
"Printer offline"
The printer is on but your computer says it is offline. Often the printer lost Wi-Fi or its address changed after a router restart.
HP Smart app
Installing the app on your phone, Windows PC or Mac, signing in, and adding your printer.
Scanning
Scan to your computer or phone, and scan to email, when it stopped after a new router, a Windows update or a new computer.
Printing from phones
Printing from iPhone, iPad, Android and Chromebook, including from another room.
New router or computer
Reconnecting your HP printer after you change internet provider, Wi-Fi password, router or computer.
Try it yourself first
HP printer offline: what to check
Menus and buttons differ by model, so use these as a guide. If they do not help, call us.
- Look at the wireless light. On many HP printers, a blinking light near the Wi-Fi symbol means the printer is looking for a network. A steady light means it is connected. No light usually means wireless is off.
- Restart in order. Turn off the printer, router and computer. Turn on the router, wait two minutes, then the printer, then the computer.
- Print a wireless test report. On many models you can do this from the Wireless or Setup menu on the printer's screen. It shows whether the printer found your network and its address.
- Use the same Wi-Fi. Your computer or phone and the printer must be on the same network. Guest networks, and some extender setups, can block printers.
- Use the HP Smart app to reconnect. The app can walk through Wi-Fi setup again if the printer lost your network, for example after you changed your Wi-Fi password.
- On Windows, try HP's free Print and Scan Doctor. It is a free tool from HP's own website that checks for common printing and scanning faults. Download it only from HP's website, never from a pop-up or a link in a message.
- Remove and add the printer again. In Windows: Settings, Bluetooth & devices, Printers & scanners. On a Mac: System Settings, Printers & Scanners.
More general steps are on our printer help page. If your Wi-Fi is weak where the printer sits, see Wi-Fi extender and mesh setup help.
Good to know
Things that are specific to HP printers
HP accounts. Some HP printers, such as those sold under the HP+ programme, need an HP account and an internet connection to work fully. Whether yours does depends on the model.
Cartridge rules. Some HP printers are set to accept only certain cartridges and may show a cartridge error otherwise. We can check the basics, but we cannot change a printer's built-in rules.
Remote tools. We connect to a Windows computer with Quick Assist, or to a Mac with LogMeIn. You start it, you see everything we do, and you can end it at any time. The printer's own screen and buttons are guided by voice.
What remote support cannot do
- Repair hardware faults such as paper jams from worn rollers or a failed print head
- Supply ink, toner or parts
- Make a very old printer work with a new operating system if HP no longer provides a driver
We will tell you honestly if the problem looks like hardware. If we can't fix the problem remotely, there is no charge.
Questions
HP printer help FAQ
My HP printer says offline. What should I do?
Turn off the printer, router and computer, then turn on the router first, the printer second and the computer last. Then check that the printer's wireless light is solid, not blinking. A blinking light usually means the printer is not connected to your Wi-Fi. If it still says offline, call us and we will check the connection with you.
What is the HP Smart app and do I need it?
HP Smart is a free app from HP for phones, Windows and Mac. Many HP printers use it for first-time Wi-Fi setup. Some older printers can be set up without it. If you are not sure, we will help you decide and walk you through it.
My new HP printer keeps asking for an HP account. Is that normal?
Some HP printers sold under the HP+ programme need an HP account and an internet connection to work fully. Whether yours does depends on the model. We can help you create the account or check your printer's settings. We cannot change what the manufacturer requires.
My HP printer rejects my ink or toner cartridge. Can you fix that?
Some HP printers are set up to accept only certain cartridges. That is a printer rule, not a fault we can switch off remotely. We can check that the cartridge is seated properly and that the message is not caused by something else. If it is a cartridge rule, you may need to contact HP or the cartridge seller.
How much does remote HP printer help cost?
A one-time remote support session is a flat $100 CAD, available anywhere in Canada and the United States. If we can't fix the problem remotely, there is no charge. Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.
Are you HP support?
No. Clearpine Technologies is an independent support provider and is not affiliated with, endorsed by, or an authorised service provider of HP. For free manufacturer support, contact HP directly.
Price, hours and safety
$100 CAD flat, in Canada and the USA
Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate. No charge if we can't fix the problem remotely. We accept all major credit and debit cards. The $100 CAD fee covers up to two remote sessions for the same problem.
Support hours: Monday – Friday, 8 am – 8 pm Pacific Time (Mountain 9 am – 9 pm, Central 10 am – 10 pm, Eastern 11 am – 11 pm, Atlantic 12 pm – 12 am). Closed Saturday and Sunday.
Our number is in British Columbia, Canada. Calls from the US are dialed like any US number; check with your phone provider about long-distance charges.
How we keep you safe
We never call, text or email you first. We never show pop-up warnings. We never ask for payment by gift card, wire transfer or cryptocurrency. Remote sessions happen only with your permission, and you can end the session at any time.
HP printer trouble? Call (236) 258-3060
$100 CAD flat for a remote session, anywhere in Canada and the United States. Only with your permission.
Monday – Friday, 8 am – 8 pm Pacific Time. Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.
Clearpine Technologies is an independent support provider and is not affiliated with, endorsed by, or an authorised service provider of HP. Brand names are trademarks of their respective owners. For free manufacturer support, contact the manufacturer directly.