12-29-2019 06:03 AM
Hello everyone! I have an OfficeJet Pro 8620 and just recently swapped to a new Xfinity provided gateway from my old router. Ever since then I have no been able to print wirelessly from a mobile device (iPad or iPhone) and from a laptop has been OK but not overly reliable. While troubleshooting with Xfinity today I think I nailed the issue and a workaround but not a solution. From what I can tell anytime the router resets the printer looses its connection and I lose the printer from a mobile device or from the HP Utility app on my MacBook. Printing from a laptop works usually but not always. If I shut down the printer and restart it, all is good. Problem being Xfinity will periodically reset the modem for maintenance, updates, network issues in my area, squirrels on the lines, etc. OK that last one was a stretch but basically my router resets frequently and I typically don't even realize it so it is extremely annoying to find out when I am in a hurry and now have to stop and restart the printer just to print. Anyone else have this issue or could offer any advice?
Thanks in advance.
12-31-2019 05:13 PM
Welcome to the HP Support Community. I'd be happy to assist you.
Update the printer firmware
Click here to know different methods of updating printer firmware.
- Make sure the printer and the MAC are connected to the same wireless network.
- This printer supports only 2.4GHz network. So, the MAC and mobile device should be on the 2.4GHz network.
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
If the issue persists, reset the wireless settings on the printer and reconnect to the network.
On the printer, go to Setup > Network > restore network defaults
Go back to Network > Wireless > Wireless setup wizard > Choose your network.
Hope this helps! Keep me posted.
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