07-25-2014 05:15 PM - edited 07-25-2014 09:19 PM
Hi, I have 4 laptops in my house. We have all been connected wirelessly to my HP printer for over a year. All of a sudden, for some reason, my computer no longer sees the printer. I have an ASUS. I run Windows 7 with Windows Firewall. My router is a 3 month old Linksys EA3500. I can print from every other printer in the house, and I can also print from my Android Phone. However, when I try to print from my laptop, it now says that it is detecting printer has been turned off. I have done everything I can think of to fix this. The only changes I recently made were installing Webroot AV program. I can't be 100% certain, but i'm pretty sure I have printed since that installation, and all of the other computers on my network are using Webroot as well with no issues. Hoping for some help. Here's what I've done so far:
- Tried troubleshooting printer via computer. It's gone through the spool service check and whatever else the standard troubleshooting does. It said something about my printer being turned off. It definitely was not, but I unplugged and restarted just to be sure. No fix.
- Noticed IP changed on printer and thought maybe something with static vs dynamic (don't know much about this) so went to "update IP address" on my laptop and updated the info. Checked the router settings info by entering printer's ip in browser. Printer shows connected and ready and all looks good. I pinged the ip and got results. Mac filtering is not enabled so I don't need to deal with that. SSID is not hidden. The 802.11 configuration says that the network type is WPA-PSK with WPA2 and AES selected for encryption. Same as it always has been.
- Double checked to make sure printer was recognizable by my firewall. It is on the accepted list.
- Last resort: I uninstalled the printer software and deleted the device from my laptop. Attempted reinstall, but when it gets to the part where it's supposed to search for the printer it says unable to find. I enter the IP address from the printer and it still cannot find. I enter the host name and it still can't find. Since I uninstalled everything, I can no longer install the printer at all.
- Went to drivers on line and tried using the install via online option. same results. "unable to find printer".
- I unpugged the printer from the wall again, this time for over an hour, hoping it would reset but realizing this probabaly isn't the issue since every other laptop can print in my house.
- Tried to connect ethernet cable and install printer that way. Plugged one end into router and other into printer as directed on troubleshooting tips. Ran Disk software and it doesn't install the printer. IP address changes on printer when I use ethernet and I am entering new ip accordingly.
- Reset my modem and restarted. Reinitialized my router and then used the software to reconfigure it. did the standard 'wait ten seconds and plug everything back in and reboot computer'. No fix.
- Checked my wireless network adapter setting to make sure I have most updated drivers. I do.
- Deleted every single thing that relates to my printer in every folder and in regedit.
- Tried reinstalling printer both wirelessly and with ethernet. Still unable to find printer either way.
I have changed no settings that I can think of since the printer last worked a few weeks ago. As I said, every other computer prints perfectly. The only thing I can think that's different is that all the oher laptops are running Windows 8 and I'm still on 7, but that didn't matter before, and I can print from the HP print software on my phone.
Please somebody tell me what I'm missing here. I'm going bonkers. Thank you so much to everyone who takes the time to reply on this support forum.
This question was solved. View Solution.
07-28-2014 06:41 AM
Well you have done quite a bit. Let's try here if you haven't.
Then let's give this a shot.
These settings are for setting up your wireless printer to stay connected to your router, keep wireless devices better connected and makes your router secure and hack proof.
1. Set a static IP in the printer (click here) outside the DHCP range of the router (check your manual).
This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this
first if needed. More Wireless Printing help is here (Windows solution 4, static IP).
2. Verify in the printer that 'Auto Off' is disabled. Use the Embedded Web Server (EWS) by going to the
printers IP address in your browsers address bar, click Settings Tab/Auto Off. Or use the Printer
Assistant, Printer Home Page (EWS).
3. If the printer supports and has IPv6 enabled, turn off IPv6 in the printer.
4. If needed and you assigned a static IP address, try using 18.104.22.168 for the Manual DNS server and
22.214.171.124 preferred DNS server.
In the router: (Refer to your router manual for information)
5. Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest.
6. Set router to 20Mhz only, or 145Mbps depending on router.
7. Always use WPA2-AES (Personal) encryption, but you can try ‘mixed’ mode.
8. Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your
system now and helps with wireless connectivity (if you want to know why, search the web).
9. If you have a dual band router (2.4Ghz and 5.0Ghz bands), make sure the SSID’s are NOT the same,
they must be different for all bands, even for any Guest networks.
10. SSID broadcast must be enabled.
11. Save all settings. Power off both, wait 2 mins. Power on router wait 2 mins.
12. Power on printer and verify it reconnects to router.
Windows 7/8/8.1 Is Network Discovery on or off?
- Control Panel/Network and Internet/Network and Sharing Center/Advanced sharing settings.
- Under Home or Work (current profile) / Network Discovery.
- Select "Turn on network discovery" and save changes.
If my post resolved your problem, please mark it as an Accepted Solution ...
I worked for HP but now I'm retired!
08-08-2014 12:18 AM - edited 08-08-2014 01:49 AM
Thank you for your detailed reply.
I set a static IP on my printer of 192.168.1.3. After several attempts to install the printer I could not. I decided to run combofix and after that and a reboot I was able to install the printer successfully. Everything looked like it should be working. IP address is found. I thought I was finally going to fix this. Then, I hit print on a document and it didn't even queue into the printer. I remembered something I read about how you have to go into the printer properties and make sure the printer is on the TCIP port with the correct IP. That was the problem. It had the wrong IP. I switched the IP to what I changed it to manually, and voila. I'm printing again.
I think all this happened when the dynamic setup changed the ip to 192.168.1.110. I don't understand why all the Win8 computers in my house didn't get affected, but I'm just glad that setting a static IP did the trick. It's been weeks since I've heard that clunk clunk sound of my printer working from my computer.
Thanks again for your assistance.