HP ENVY 4522 Offline ALL the time!

[MooPai]

I have this stupid HP ENVY 4522 that keeps going to sleep every 15 minutes and I cannot get it to stay on (poor design). Every time any of the 3 MACs that we have needs to print it's like pulling teeth. Printer offline, not available, not connected etc.... Even when I manually wake it up I cannot print and then as I'm turning it on/off for few billion times something happens and all of a sudden it's printing. 15 minutes later the printer is back to sleep and good luck if one can print again! I've removed and installed/reinstalled a billion times with no change. I have a static IP for this printer, the power cable is connected directly to the power outlet not through a power bar (before it was connected through a power bar) latest firmware on for the printer, router (Asus AC-3100) and the MACs.

Could someone PLEASE have a solution to this piece of crap? Thanks

[asmita6658]

Hi @MooPaiMooPai

Welcome to the HP Support Community. I'd be happy to assist you with the "Printer Offline" error. 

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) 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. 

Disable "Auto Off" feature and set "Sleep Mode" settings to Max, or Off. To access the settings, try these steps - 

1. From the Home screen, touch ( Setup ).

2. Touch Power Handling.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[MooPai]

Hi,

Please see my responses below in bold along the requested information attached:

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks! I don't have this issue, very strong signals (2.4GHz & 5 GHz) in the whole house!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best. It doesn't matter what channel I use, once the printer goes to sleep mode, game is over!

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it. Even if I set the MAC in front of the router which is on my desk where I work, no difference.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source. N/A

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network? Yes

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks. It's a dual-band and each has it's own SSID

3.) What is the distance between the router and the printer? The printer is about 1.5 feet below the router.

4.) Is there an antivirus software installed on your Mac? No

5.) 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. See attached image, zero return when printer is off-line. If I manage to get it to connect to the MAC, then I receive a response!

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. Attached

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. Not sure about this method, I have two Asus RT-AC3100 in house connect in a mesh format! If you have more information about the above method please let me know if you think this will solve the problem.

Disable "Auto Off" feature and set "Sleep Mode" settings to Max, or Off. To access the settings, try these steps - You cannot do this on this stupid printer, as an engineer I don't understand how your engineers designed such poor interface that does not allow the clients to keep their printers on! I'm willing to bet the house the sleep feature is what causing this problem...

1. From the Home screen, touch ( Setup ).

2. Touch Power Handling.

Hope this helps! Keep me posted. Looking forward to your feedback as the above is nothing new from what I've done in order to fix this issue.

Please click “Accept as Solution” if you feel my post solved your issue, it will hel

[asmita6658]

@MooPai

Your Mac is connected to the 5 GHz network. The printer and the device you are printing from should be on the same network (2.4 GHZ). 

Let me know. 

[MooPai]

I forced everyone to stick to the 2.4 GHz network, that being said, it is still pretty flaky as times you hit print and get the note; printer is offline then 2-5 minutes later the printer starts to print!

[asmita6658]

@MooPai

Try adding the printer as AirPrint - 

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.

4.) Click the plus sign click Add Printer or Scanner, click the printer name.

NOTE: Make sure that the printer Kind is Bonjour or Bonjour Multifunction, or USB.

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add. Select AirPrint from the Use menu

6.) Try to print.

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

[MooPai]

AirPrint is not available in the list. Only three choises: Auto select, Generic PCL Printer, Select Software,

[asmita6658]

@MooPai

Is your printer name displayed in the Printers List?

[MooPai]

yes

[asmita6658]

As your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign  to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step. 

Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.