Communication issue with printer (not network)

[Archaeo]

I have a Color Laserjet M254dw that is about 2.5 years old. A little over a year ago the printer started displaying offline and would switch IP addresses.

I have struggled with the connectivity problem and have many restarts of the printer, router, and computers (happens with a windows 10 and a MAC OS 10 computers). I have assigned a specific IP address to stop it from switching and have tried WiFi Direct. There have been moments of limited success but the problem always returns. 

I ave tried using HP smart to update the driver but the program stalls out in and fails when it tries to connect to the printer. I have tried using a USB cable and have also failed to communicate with the printer or print any documents. Similar failures of communication have occurred when trying to use the Dr. tool to diagnose and trying the various solution so but no luck. 

Recently I tried to have the printer look for firmware updates through the Service menu but it fails its communication attempt. 

I also have recently removed the printer from the MAC printers list and tried to add it again. It recognizes the printer on the network but fails in the communicate with printer phase of adding the device. 

I now now believe it’s is a hardware issue.

thoughts?

[Kumar0307]

Hi @Archaeo

Welcome to the HP Support Community. I'd be happy to assist you.

Let us check the functionality of the wireless card

1. From the home screen on the printer control panel, swipe the display to the left, and then touch Setup.

2. Touch Self Diagnostics, and then touch Run Wireless Test.

3. Check if any of the test failed.

• Make sure the printer and the PC are connected to the same wireless network.
• Either 2.4G or 5GHz 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.

Restart the router, the printer, and the PC

Assign a static IP address to the printer.

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• 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 the 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)

Note: You may watch this video for a better understanding.

Monitor printer connectivity.

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! 

[Archaeo]

Hi, Thanks for the reply.

When I preform the wireless test the page prints and it says that it has passed all of the various lines of testing. I have tried this in the past and it does not seem that there is a problem. However, when I do try to take the next step that you had suggested I have never been able to connect to the printer EWS page. When ever I type in the IP address in the browser (chrome or firefox) I get a message that says it is unable to connect.  When I double check with the printer it is the correct IP address and the router shows it as being present on the network as well.

What other steps can I take?

Thanks

[Kumar0307]

@Archaeo

On the printer screen, go to Setup > Network > Restore defaults

Go back to Network > Wireless > Wireless setup wizard > Select your network and enter the password.

Once connected, check the IP address and try to open the EWS page of the printer.

Make sure the PC is connected to the same network as the printer.

Keep me posted.

[Archaeo]

Performing the reset worked and I was able to connect to the EWS page. The page was organized slightly differently than the video you posted but I went to the network tab and then to the Configuration >Advanced and unchecked the IPv6 box so it was no longer active. I then went to the subheading Config IPv4 - and there changed the preferred address method as manual and set an ip address.

This allowed for printing and I was also able to connect my wife's Mac and it allowed for adding the printer finally. She was able to print as well.  This was two days ago.

Today there was communication error again. I powered down and back up, but still no printing. On the printer control panel going to network and checking the status it now says "duplicate IP address".  Alternatively, when the status does say "ready". It will not print and I cannot connect to the EWS page any more.

[Kumar0307]

@Archaeo, thank you for the response.

Check for an update on the wireless router and also change the wireless channel to either 1, 6, or 11 and try again.

Make sure both the devices are on the same wireless network.

Let me know how this goes.