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HP Customer Support

Printer Does Not Maintain Wireless Connection

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Introduction

This document contains information about the possible causes of a lost wireless connection, tips for avoiding the issue, and general troubleshooting steps to help you restore the wireless connection on your HP product.
IMPORTANT : The information in this document pertains to HP products that have already been set up and configured for a wireless connection and that have been working wirelessly for a period of time. If you have not yet set up your HP product to work over a wireless network connection, visit HP Customer Care , type your product number in the search field, and then browse for the appropriate support document to help you install your product on a wireless network.
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The following factors can cause the HP product to lose its wireless connection:
  • The network connection is no longer active, or has a low signal strength.
  • The HP product goes into Sleep Mode or Standby Mode.
  • The HP product is moved out of range of the wireless router.
  • A firewall is preventing the HP product from accessing the computer and wireless network.
  • A nearby device that emits radio signals (such as a microwave or cordless telephone) might interfere with the wireless connection.
  • A VPN
    Virtual Private Network - A secure network that is layered on top of an existing network. The private nature of a VPN means that the data traveling over the VPN is not generally visible to the other computers or printers on the existing network. An example of this is a computer that is connected on a home network as well as over a VPN connection will not have access to other devices connected on the home network such as a wireless printer.
    (Virtual Private Network) is preventing the HP product from accessing the computer and wireless network.
The following tips can help prevent wireless connection issues:
  • Move the HP product and the computer or access point (router) closer together.
  • Remove any metal objects between the HP product and the computer or access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless transmission.
  • Move any device that emits radio signals farther away from the HP product. Devices such as microwaves and cordless telephones can interfere with wireless transmission.
  • Make sure that your computer is not connected through a VPN
    Virtual Private Network - A secure network that is layered on top of an existing network. The private nature of a VPN means that the data traveling over the VPN is not generally visible to the other computers or printers on the existing network. An example of this is a computer that is connected on a home network as well as over a VPN connection will not have access to other devices connected on the home network such as a wireless printer.
    (Virtual Private Network). You cannot access your HP product on your wireless network while connected to a VPN.

General troubleshooting information to restore the wireless connection

Following is a list of general troubleshooting steps to help you restore the wireless connection on your HP product.

Step one: Print and evaluate a network configuration page

To troubleshoot wireless connectivity issues, first print a network configuration page or a wireless network test report from the control panel on your HP product. Follow these steps to obtain instructions for printing a network configuration page (or wireless network test report) that are specific to your product:
  1. Click this link, HP Customer Care , to go to the HP Customer Care Support page.
  2. Type your product number in the search field, and then click Next . You might also need to click your model in a list of similar products.
    The product support page displays.
  3. In the search box, type "network configuration page" or "wireless network test" to find a document containing the specific steps for your product.
    NOTE:You might also find the steps in the product user guide. From the product support page, click Manuals to view a list of the available guides for your HP product, and then click on a guide to open and view it.
After you have printed a network configuration page or wireless network test report, check for the following:
  • Does the network configuration page or wireless network test report indicate any problems? If so, follow the recommendations on the report to try to resolve the issue.
  • Do the reports indicate that the HP product is connected to your wireless network? The network name that the HP product is connected to shows on the network configuration page or the wireless network test report.
    NOTE:Make sure that the product is connected to the correct wireless network, and not another wireless network in the area (such as your neighbor's).
  • Compare the HP product's IP address
    An IP address is a series of numbers by which computers, printers and other devices on a network are known. An IP address is usually issued by the local wireless router (network) from its DHCP service. A device is given an IP address that is similar to the wireless router's IP address. For example, if the wireless router's IP address is 192.168.1.1, a printer may be given an IP address of 192.168.1.5.
    to the gateway IP address
    This is the IP address of your wireless router.
    . They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.
  • Check to see if the wireless light on the HP product control panel is illuminated, or refer to the wireless network test report to see if it indicates that the wireless radio is off. Are there any unexpected blinking lights or error messages on the HP product control panel? Consult the HP product user guide for information on troubleshooting errors or blinking lights. Visit HP Customer Care , type your product number in the search field, and then browse for the appropriate support document or the user guide to troubleshoot the issue.
  • Check the network configuration page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show a good signal strength? Make sure that your network is listed, and that your network shows a strong signal.
  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.
    • If your HP product is not connected to your wireless network, continue to the next step.
    • If your HP product is connected to your wireless network, skip to step seven to download and run an automated tool to check your connection.

Step two: Perform a product update from the printer control panel

Perform a product update to ensure that Web Services are up to date on your product, including all ePrint apps so that they are available for scheduled prints. The steps for performing a product update vary depending on which type of HP product that you have. Follow these steps to find instructions on how to perform a product update from the control panel on your HP product.
  1. Click this link, HP Customer Care , to go to the HP Customer Care Support page.
  2. Type your product number in the search field, and then click Next . You might also need to click your model in a list of similar products.
    The product support page displays.
  3. In the search box, type "product updates" or "getting product updates" to find a document containing the specific steps for performing a product update on your HP product.

Step three: Download any firmware updates for your HP printer

A firmware update might help to resolve wireless connectivity issues. Firmware updates are available for download on the Web. Follow these steps to obtain a firmware update for your product:
NOTE:Firmware updates are different from product updates (that were referenced in the previous step). Make sure to perform both types of updates to guarantee that your HP product has the most up-to-date functionality.
  1. Click this link, HP Customer Care , to go to the HP Customer Care Support page.
  2. Type your product number in the search field, and then click Next . You might also need to click your model in a list of similar products.
    The product support page displays.
  3. Click Software & Driver Downloads , select your operating system, and then click Next .
  4. Click the Plus sign ( ) next to Firmware to view the firmware updates.
  5. Click the firmware update, and then follow the on-screen instructions to download and install the firmware.

Step four: Perform a power reset on the HP product and wireless router, and then restart the computer

Follow these steps to reset your HP printer, your wireless router, and your computer.
  1. Press the Power button ( ) on the HP printer to turn it off.
  2. Disconnect the power cord from the rear of the HP printer.
  3. Disconnect the power cord from the wireless router.
  4. Turn off the computer.
  5. Wait 30 seconds.
  6. Reconnect the power cord to the wireless router.
  7. Wait 30 seconds, or until the router is fully on and ready.
  8. Turn the computer back on.
  9. Wait for the computer to reload.
  10. Reconnect the power cord to the rear of the HP printer.
  11. Turn the printer back on.

Step five: Reconnect your printer to the wireless network

For general information on reconnecting your HP product to a wireless network, refer to these steps for preparing your wireless printer . Or, for instructions to install your HP product on a wireless network, visit HP Customer Care . On HP Customer Care, type your product number in the search field, and then browse for the appropriate support document for installing your HP product on a wireless network.

Step six: Assign your HP product a static IP address

If your computer regularly loses communication with your wireless HP product, it can help to give the HP product a static IP address. This address will not change over time and your computer might have an easier time recognizing the HP product after long periods of printer inactivity.
Follow these steps to assign a static IP address to your HP product.
  1. Refer to the network configuration page or the wireless network test report that you printed in Step one, and locate the IP address of the HP product.
  2. Open a new Internet browser window, and type the IP address of the HP product in the browser's address bar, and then press Enter . A web page displays, showing the internal settings of the HP product.
  3. Click the Networking tab, click the Wireless tab, and then click the IPv4 tab. (Your menu path might be slightly different, depending on your HP product model.) A new settings page displays.
  4. On the page that displays, make the following changes:
    1. Set a Manual IP : Your wireless router automatically sets an IP address within a specific range (called the DHCP range). If you know what the DHCP range is, set an IP address in which the last set of numbers is outside that range, but no higher than 254. Keep the first three sets of numbers the same. If you do not know the DHCP range, select a fairly high IP address, like 250 (again, for the last set of numbers). To learn about your router's DHCP range, contact your Internet Service Provider (ISP) or wireless router manufacturer.
    2. Set subnet address : Use 255.255.255.0, unless you know that it is different, in which case you should use that number.
    3. Set the gateway address and the first DNS : Enter your router's IP (can be found on the network configuration page or the wireless network test report).
      NOTE:Leave the second DNS field blank.
  5. Click Apply . The screen will not refresh. If you changed the HP product's IP address from what you typed into your Internet browser, you will have to type in the new IP address to access the HP product. If you did not change the HP product's IP address, wait 30 seconds after clicking Apply, and then click the Refresh button in your browser.
  6. Print another network configuration page (or wireless network test report) from the control panel on your HP product to verify that the product's IP address is what you assigned.
  7. Turn off the wireless router. If the wireless router does not have a power button, disconnect the power cord on the router to turn it off.
  8. Press the Power button ( ) on the HP product to turn it off.
  9. Turn the wireless router back on. If the wireless router does not have a power button, reconnect the power cord to the router to turn it on.
  10. Press the Power button ( ) on the HP product to turn it on again.
  11. If you changed your HP product's IP address, there might be an additional step needed, depending on your printer model (this step applies only to Windows users):
    Locate the HP folder:
      Windows XP
      Click Start ( ), click All Programs , click HP , click the folder for your HP product, and then look for an item called Update IP address .
      Windows Vista or Windows 7
      Click the Windows icon ( ), click All Programs , click HP , click the folder for your HP product, and then look for an item called Update IP address .
    • If the Update IP Address entry is not present, then no additional steps are required.
    • If the Update IP Address is present, click it and enter the new IP address that you assigned earlier in these steps.
    • If your HP product is connected to the wireless network, and you are able to print and scan , there is no need to continue troubleshooting.
    • If your HP product is connected to the wireless network, but you are still not able to print or scan , continue to the next step.

Step seven: Download a tool to resolve the issue automatically

Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 1: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool

Step eight: Run the tool

IMPORTANT : The HP Print and Scan Doctor helps resolve many of the most common printer networking issues. Please note, however, that this is a troubleshooting tool only and is not designed to resolve all networking issues.
  1. Press the Power button ( ) to turn on the printer, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next .
      Printer not in the list?
      If your printer is not in the list, turn it off and back on, and then click Retry . If your printer is still not in the list, click Connect .
  3. The Print and Scan Doctor checks the printer's network connection.
    • If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues.
    • If the tool cannot find your printer or says that it is disconnected, continue to the next step.
  4. When prompted, select the method that you want to use to connect your printer to the network.
    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.
  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.

Additional steps for troubleshooting wireless connectivity issues

If you continue to experience wireless connectivity issues with your HP product after trying all of the previous steps, try these additional troubleshooting steps:
  • Make sure that your operating system has the most current updates. For Windows users, run the Windows Update. For Mac OS X users, run the Software Update.
  • Make sure that your computer is free from viruses, malware, etc.
  • Download and install the latest software for your specific HP product and operating system. Visit HP Customer Care , type your product number in the search field, click Software & Driver Downloads , select your operating system, and then select the software to download and install.
    NOTE:It is important that you download the software specific to your HP product model. The software shipped on your CD may have been updated since it was created. If you are reinstalling or uninstalling, use the HP Uninstall software to remove previous software installations or partial installations first.