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Printer Does Not Maintain Wireless Connection

  • PrintPrint

Issue

The printer drops its wireless connection or does not maintain its wireless connection (to an infrastructure network
A wireless network that uses an access point, such as a wireless router, to connect two or more wireless-capable devices, such as your HP product and a computer or mobile device.
).
NOTE: The steps in this document assume that your printer is already set up, is configured on a wireless network connection, and has been working wirelessly for a period of time. If you have not yet set up your printer to work on a wireless network connection, see Installing the Printer Software for a Wireless Network Connection .
Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Make sure that the printer is connected to your wireless network

Follow these steps to determine if your printer is losing its wireless connection or if it has another network communication issue.
NOTE:If all the lights on your printer control panel are blinking or if you see other error messages, resolve those issues before you proceed with the solutions in this document. Generally, your printer is connected to a network if the wireless light is on and solid.
  1. On the printer control panel, press the Wireless button (). The Wireless menu displays.
    Figure 1: Location of the wireless button
    Image: Location of the wireless button
  2. At the top of the display, check the printer's current connection status.
    • If the printer's connection status is Not Connected, or displays an IP address of 169.254.xxx.xxx this means that the HP printer is not connected to a network. Continue to the next solution to connect the printer to the wireless network.
    • If the printer's connection status does not indicate Not Connected, or an IP address (for example, 192.168.0.5) appears, this means that the HP printer is connected to a network. Continue to the next step to check the network name.
  3. On the Wireless menu, press the button () next to Print Reports. The printer prints a Network Configuration Page (2 pages), and a Wireless Test Report (1 page).
  4. In the Configuration Summary section of the Wireless Network Test Report, find the Network Name (SSID).
    Figure 2: Example of a Wireless Network Test Report
    Image: Wireless Network Test Report
    Figure 3: Example of a Network Configuration Page
    Image: Network Configuration Page
    • If the network name displayed next to SSID is the correct name of your wireless network, the printer is connected to your network. If your printer is currently experiencing a communication issue or error message while the printer remains connected to your network, click here to return to the printer support home page, and then search for the exact symptom or error message on the printer control panel. Other issues might include 'printer offline or disconnected and cannot print,' 'cannot connect to Web Services,' or 'cannot scan.'
    • If the network name displayed next to SSID is the correct name of your wireless network, and your printer does not stay connected to your network when a communication issue occurs, continue to the next solution to reconnect the printer to your wireless network.
    • If the network name displayed next to SSID is not the name of your wireless network, the printer is connected to the wrong network. Continue to the next solution to reconnect the printer to your wireless network.

Solution two: Reconnect the printer to your wireless network

Follow these steps to reconnect the printer to your network.

Step one: Restore the network default settings

  1. On the printer control panel, press the Wireless button (). The Wireless menu displays.
    Figure 4: Location of the wireless button
    Image: Location of the wireless button
  2. Press the button () next to Settings.
  3. Press the button () next to Defaults.
  4. Press the button () next to OK to restore the network default settings.

Step two: Reset the printer and the router

  1. Press the Power button on your printer to turn it off.
  2. Disconnect the power cord from the rear of the printer and also from the wall outlet, extension cable, or surge protector.
  3. Disconnect the power cord from the wireless router.
  4. Wait 30 seconds.
  5. Reconnect the power cord to the wireless router.
  6. Wait 30 seconds or until the router is fully on and ready.
  7. Reconnect the power cord to the rear of the printer.
  8. Reconnect the power cord directly to a wall outlet.
    NOTE:If the printer's power cord is connected to a surge protector or extension cord, the printer could be losing its connection to the network due to a power deficiency.
  9. Turn on the printer.

Step three: Uninstall the printer software

Select your operating system, and then follow the instructions to uninstall the printer software.
    1. On the Windows taskbar, click Start (), and then click All Programs. A list of programs installed on your computer displays.
    2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
    3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
    4. When the uninstall process completes, restart the computer.
    1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.
    2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
    3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
    4. Restart the computer before starting to reinstall the driver.
    1. Right-click the bottom left corner of the screen, and then click Programs and Features. The Programs and Features window opens with a list of installed programs.
      NOTE:If you do not see any HP software in the list, there is no software to remove from your computer.
    2. In the list of programs, click [your printer name] Basic Device Software, click Uninstall, and then click Yes. Follow the on-screen instructions to uninstall the software.
    3. Repeat the preceding step to remove other HP printer software titles.
    4. Restart the computer before starting to reinstall the driver.
  1. Click Go on the menu bar in the top-left corner of your desktop.
  2. Click Applications from the drop-down menu, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and reinstall the printer software.

Step four: Reinstall the printer software

Follow these steps to download and install the printer software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 5: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE:When prompted to choose a connection type, select Wireless, and then click Next.
Figure 6: Choose the network connection
Image: Choose the network connection.

Step five: Print and evaluate a Network Configuration Page

Print another Network Configuration Page to review the wireless connection status.
  1. On the printer control panel, press the Wireless button (). The Wireless menu displays.
  2. On the Wireless menu, press the button () next to Print Reports. The printer prints a Network Configuration Page (2 pages), and a Wireless Network Test Report (1 page). Use the Network Configuration Page for the following steps.
  3. Under the 802.11 Wireless heading, make sure that the Status of the printer is Connected.
    Figure 7: Example of a correctly connected wireless network status
    Image: Example of a connected wireless network status.
  4. Make sure that the Network Name (SSID) is the name of your wireless network.
    Figure 8: Example of a Network Name (SSID)
    Image: Example of a Network Name (SSID).
  5. Under the IPv4 heading, check the IP address.
    Figure 9: Example of a properly functioning printer IP address
    Image: Example of a properly functioning printer's IP Address.
    Figure 10: Example of a printer IP address that is not connected to a wireless network
    Image: Example of a printer's IP address that is not connected to a wireless network.
  • If your printer is connected to your wireless network, the IP address is not 169.254.xxx.xxx, and the printer maintains its wireless connection, you do not need to continue troubleshooting.
  • If your printer is connected to your wireless network and the IP address is not 169.254.xxx.xxx but does not maintain its wireless connection, continue to the next solution.
  • If the status indicates Not Connected, or if the printer IP address is 169.254.xxx.xxx, the printer is not connected to your wireless network. Click Contact HP on this page to troubleshoot the printer hardware.

Solution three: Evaluate a Wireless Network Test Report and a Network Configuration Page

Evaluate the Wireless Network Test Report and Network Configuration Page printed in the previous solution.
  1. If your printer detects other networks with the same Network Name (SSID) as your network, the Wireless Network Test Report indicates the number of networks that match in the Diagnostics Summary section. You might be connected to the correct Network Name (SSID) but connected to the incorrect network.
    If you did not change your router's default Network Name (SSID) when setting up your network and there are other wireless networks near you, it might be difficult to identify your network from the others. HP suggests that you change the name of your network for easy identification if multiple network are detected matching your network name (SSID) on the Wireless Network Test Report. Contact your router manufacturer for specific steps to change the name of your network.
    NOTE:The Network Name (SSID) is created and stored in your router's configuration settings.
  2. On the Wireless Network Test Report, under the Diagnostics Summary heading, review the network signal quality. If the signal quality is low or poor, move the printer closer to the router. Move any other wireless devices that might interfere with the network signal, such as a wireless phone or microwave, away from the printer and router.
  3. On the Network Configuration Page, under the 802.11 Wireless heading, check the channel that your printer is on. If you are in a heavily populated area (such as an apartment complex), other wireless networks might be using the same channel and your printer's connection to your wireless network could be interrupted. HP recommends that you change the channel of your wireless network.
    Refer to the Network Configuration Pages. Review the listed networks under the Number of 802.11 networks discovered heading, including the channels those networks are using. If several other networks are using the same channel as your printer, log in to your router and change the channel to a channel with the least amount of traffic. HP recommends that the new channel be five channels away from the most heavily used channel.
    NOTE:If you do not know how to change the channel by logging in to your router, contact your router manufacturer. An HP support representative cannot assist you in making changes to your network configuration. Changes to your network configuration might require that you reconnect other devices to the network.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Assign the printer a static IP address

If your printer regularly loses communication with your network, you can give the printer a static IP address. This address does not change over time and might result in a more stable connection. Follow these steps to assign the printer a static IP address.
  1. Find the printer IP address on the Network Configuration Page or the Wireless Network Test Report you printed in the previous solution.
  2. Open a new web browser window or tab.
  3. Type the IP address in your web browser's address bar, and then press Enter.
    NOTE:Make sure that you type the IP address into the browser's address bar. If you type it into a tool bar search box, the Embedded Web Server (EWS) does not open.
      If the message 'There is a problem with this website's security certificate' displays in the web browser when you try to open the Embedded Web Server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' does not harm your computer while you navigate within the EWS. If you encounter this error outside of your printer's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
    The Embedded Web Server (EWS) for the printer opens and confirms that the printer is on the same network as the computer.
      To set a static IP address in the EWS with Internet Explorer 11, the printer's address must be added to the browser's compatibility view.
      1. With the EWS open in Internet Explorer, click the Settings icon () in the browser menu bar.
      2. Click Compatibility View Settings.
      3. Click Add next to the Add this website box.
      4. Click Close. The browser refreshes the window.
  4. In the EWS, click the Network tab.
  5. In the Wireless section, click the IPv4 configuration.
  6. Click Manual IP, and then click Suggest a Manual IP Address. A manual IP address, Subnet Mask, and Default Gateway display.
  7. After the manual IP address populates, click Apply, and then exit the EWS. The printer will disconnect from your network and then reconnect to the network with the new static IP address. Wait until the printer is reconnected with a solid blue wireless light before proceeding.
    NOTE:Keep a record of the manual IP address for reference.
  8. Print another Network Configuration Page and Wireless Network Test Report to make sure that the printer's IP address is the same as you assigned.
  9. Update the IP address in the printer software.
    Select your operating system, and then follow the steps to update the IP address in the printer software.
      1. Click Start (), click All Programs, click HP, click the folder for your HP printer, and then click Update IP address.
      2. Type the new IP address, and then click Save.
      1. Click the Windows icon (), click All Programs, click HP, click the folder for your HP printer, and then click Update IP address.
      2. Type the new IP address, and then click Save.
      If you are not using the latest version of Windows 8, the information in these steps might not match. You can get the latest version from the Microsoft Store.
      1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type HP.
      2. Click your printer ().
      3. Click Utilities, and then click Update IP Address.
      4. Type the new IP address, and then click Save.
      The new IP address automatically populates in the Mac operating system.
  • If your printer maintains the connection to your wireless network after setting a static IP, you can stop troubleshooting.
  • If you are still experiencing issues, try updating your router firmware (contact the router manufacturer for firmware updates), and then try printing again.
  • If you are still experiencing issues, continue to the next section.
If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.

Tips for troubleshooting wireless connection issues

The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.
  • Move the printer and the computer closer to the router, but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.
  • If you are experiencing an intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.
  • Remove any metal objects between the printer, the computer, and the router. Objects such as refrigerators, microwaves, or metal bookcases can interfere with wireless transmission.
  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.

Visit the HP Wireless Printing Center

Wireless Printing Center IconVisit HP's Wireless Printing Center (in English). You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.

HP Support forums

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