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mlsills
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HP Officejet 6500 E709a goes to "sleep" and is disconnected from the network

HP Recommended
HP Officejet 6500 E709a
Microsoft Windows 10 (64-bit)

I have installed an Officejet 6500 E709a using the latest downloaded software from HP. The problem is that the printer goes into "sleep mode" and loses it connectivity to the network. I have to unplug the printer power cord and network cable for the printer to once again be recognized by the computer and network.

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Jeet_singh
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Hi @mlsills,

 

Thank you for replying,

I appreciate your time and efforts,

 

I did check and found that there is no firmware update available for your printer since you have already tried other steps and still having the issue, I would suggest this could be a printer hardware failure. I would suggest you contact our HP phone support for available service related options. If your product is out of warranty please choose paid options to get the tech support number. 

 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

 

Regards,

Jeet_Singh
I am an HP Employee

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Jeet_singh
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Hi @mlsills,

 

Thank you for posting on HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I came across your post and wanted to assist you. I see from the post that you are having connectivity issues on your HP OfficeJet printer. Don't worry as I have a few steps to help you get through this concern,

 

Let's start off by performing a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

 

Hard reset on the printer, router, computer and other devices on the same network.

 

The following steps temporarily disconnect network and Internet connections and require restarting your computer. Complete any tasks or downloads in progress before continuing.

1. Press the Power button on the printer to turn it off.

2. Disconnect the power cord from the rear of the printer.

3. Disconnect the power cord from the wireless router.

4. Turn off the computer.

5. Wait for 30 seconds.

6. Reconnect the power cord to the wireless router.

7. Wait for 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 printer.

11. Turn the printer back on.

 

Let’s try assigning a static IP to try and fix this issue. Follow the steps below:

  • Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
  • Type the IP address on your web browser to obtain the printer EWS page on your computer.
  • Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
  • Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
  • Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
  • Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

 

Once done, reinstall the printer drivers. Follow the steps below:

 

Watch the video to know how to assign a manual IP on HP Printer: http://hp.care/2cqpl6p  

 

Refer this to create a TCP/IP port: http://hp.care/2dxUJQo  

 

Let me know if those steps worked for you.  If they did, that’s awesome!  Give us some reinforcement by clicking the solution and kudos buttons, that’ll help us and others see that we’ve got the answers!

 

Good Luck!

Jeet_Singh
I am an HP Employee

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mlsills
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Regretably, your suggested solution has not worked. I set ther IP address on both the printer and on the router to be static. Please note that I am using this device as a direct connect ethernet device, not wireless. If you have any other suggestions they will be appreciated.

 

Mark

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SatishGaj
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Thanks for the reply and trying the suggested step to assign a static IP address. If the issue persists, please connect the printer to your computer using a USB cable.

Download the firmware update from www.hp.com/drivers and install the driver on your printer.

If the issue persists after the firmware update, please contact our phone support to check on the service options available for your printer.

 

Keep me posted.

**Click on the KUDOS Star on the left to say "thanks" for helping!**
**Please Mark a Reply "Accept As Solution" if this has resolved your issue.**
I Work On Behalf Of HP
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mlsills
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There does not appear to be a firmware update for the Officejet 6500 E709a, at least not at the link you provided.

 

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Jeet_singh
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Hi @mlsills,

 

Thank you for replying,

I appreciate your time and efforts,

 

I did check and found that there is no firmware update available for your printer since you have already tried other steps and still having the issue, I would suggest this could be a printer hardware failure. I would suggest you contact our HP phone support for available service related options. If your product is out of warranty please choose paid options to get the tech support number. 

 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

 

Regards,

Jeet_Singh
I am an HP Employee

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mlsills
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This is most certainly not a "solution". 

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Jeet_singh
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Hi @mlsills,

 

Thank you for replying,

I appreciate your time and efforts,

 

I understand you have already exhausted all the steps suggested and you are still having the issue, so I would suggest you can contact our HP phone support so that they can remotely take control of your PC and help you check the settings before providing any hardware options. I hope this helps. Let me know if you need any further assistance. I'll be more than happy to help.

 

Regards,

Jeet_Singh
I am an HP Employee

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