DesignJet T1600dr disconnects on HP Click

[svnklncvc]

DesignJet T1600dr frequently goes "disconnected" when printing multiple consecutive drawings via HP Click. After an indeterminate amount of time, the plotter comes back online, and we resume printing until the next disconnection occurs. This "disconnected" state affects all computers on the network simultaneously.

We are always running the latest version of HP Click, and the plotter has the latest firmware installed. The plotter is configured with a static IP address; there is no internal firewall or traffic filtering in place.

We also own an HP DesignJet T930, configured in the same way, which has never experienced this issue.

We suspected network-related issues.

So far, we have: replaced the network cable between the plotter and the wall outlet, replaced the line from the wall outlet to the switch, replaced the cable inside the network cabinet, and moved the plotter to a different port on the switch.

None of these measures resolved the problem.

[Deep_World]

Hi  @svnklncvc 
 
Welcome to the HP Support Community!

Thanks for reaching out!

Thank you for taking the time to share the detailed troubleshooting you've already completed. I can see you've been very thorough in ruling out several network-related factors, especially since the issue affects all workstations at the same time and your HP Click and firmware are fully up to date. 

I'd be glad to help gather a few more details so we can better understand what may be causing the intermittent disconnections.

To assist further, could you kindly confirm:

• Does the printer's control panel remain accessible and responsive when the issue occurs?
• When the disconnection happens, are you able to ping the printer's IP address continuously from a workstation?
• Are there any error messages displayed on the printer control panel or within HP Click when the disconnect occurs?
• Is the printer connected directly to the network switch, or through any intermediate network devices?

In the meantime, I would recommend the following troubleshooting steps:

1. Access the printer's Embedded Web Server (EWS) by entering the printer's IP address into a web browser and check for any network or system event logs recorded at the time of the disconnect.
2. Disable SNMP Status Monitoring temporarily on the print queue and test whether the behaviour changes during larger print jobs.
3. Verify that the printer and all workstations are communicating over the same network segment and that there are no duplicate IP addresses on the network.
4. If IPv6 is enabled on the printer and network, kindly test with IPv6 disabled and use IPv4 only.
5. Run an extended network diagnostics test from the printer's front panel and review the results for packet loss or communication interruptions.
6. If possible, create a direct TCP/IP print queue using the printer's static IP address and compare the behaviour against the current configuration.

You may also find the following HP documents helpful - HP Click User Guide - Click here 

I hope this helps.