Unable to print to Envy100

[drallen123456]

Hi, I got a new router and am having trouble connecting to my Envy 100.

I used the setup wizard and it says its connected.

I ran the wireless network test report - says 'PASS' and shows my Network name as being correct.

If I try to Print it cant find the printer.

If I try to connect to the web using the apps on the printer it says no connection to the internet.

I have tried to reconnect to the Router using the WPS method instead of the wizard.  The WPS button on the back of my Telstra Broadband Router turns from Green to Red as a failed connection.

Router is: Telstra Smart Router Gen 2. 

Laptop is: MacAir with Catalina 10.15.4

Thank you for your help - this is my first post so I hope you can help me 🙂 

[TEJ1602]

@drallen123456, Welcome to HP Support Community!

Use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.

To be able to assist you better, I would like to know the following:

• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• Is there any antivirus software installed on your computer?
• Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

Keep me posted for further assistance.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[drallen123456]

Hi, 

Answers below:

• Are the printer and PC connected to the same network? 
  • YES
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • DUAL ENABLED, BUT YOU ARE NOT ABLE TO CHOOSE BETWEEN 2.4GHZ OR 5GHZ, IT DOES IT AUTOMATICALLY.
• What is the distance between the router and the printer?
  • 1 METER
• Is there any antivirus software installed on your computer?
  • YES BUT NOT RUNNING. MALWARE BYTES (MAC)
• Could you perform a ping test using the Mac Network Utility and let me know the results?
  • YES - SEE BELOW.

[TEJ1602]

@drallen123456

The computer is connected to the 5GHz network and the printer does not recognize it as it is connected to the 2.4GHz network and cannot connect to the latter.

You may have to contact your ISP to give the networks different SSIDs which will help.

I hope that answers your concern adequately. Let me know!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[drallen123456]

Hi, my router is one of the latest models.  It doesn't allow you to choose between 2.4 or 5ghz like the old ones where they created seperate networks for each, it just operates as a single network.  So please advise how I can create a workaround with my Printer. Thank you. 

[TEJ1602]

@drallen123456

This cannot be worked upon, you'd need help of your ISP.

Thanks for understanding!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[drallen123456]

I have spoken to my ISP, the router I have is not able to be separated into two seperate networks (2.4 & 5ghz). 

So are you saying that the HP Envy 100 is now useless as it can't work with the latest modems? 

There should be a HP approved workaround.

[TEJ1602]

@drallen123456

There is no HP approved workaround on this one. You'll have to connect both printer and computer on 2.4GHz networks.

I hope that answers your concern adequately. Let me know!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!