HP Color LaserJet Pro MFP M277dw will not print

[digitalew]

We had a new internet service installed with a new cable modem/router. The printer printed fine on our old service/wireless dsl router/modem. Installed the latest driver software on my laptop. Installed the HP Scan & Print Doctor, installed the HP Support Assistant. Ran the Scan & Print Doctor multiple times. It shows everything is okay. When I try to print a test page, it doesn't print. It also doesn't print an internal test page. When I try to print using the menu on the printer, I get service error 49 and it resets itself. Have a hard time deleting these files on the print queue. Have turned off and unplugged the printer numerous times.

[John_Getzke]

>  I get service error 49 and it resets itself

This is the biggest problem and needs to get resovled first.  More info here:
http://www.printertechs.com/printer-troubleshooting/403-49-error-hp-laserjet-all-models

In my experience we get 49 errors when there are bad print jobs in the queue.  Reboot the printer and disconnect it from everything other than power.  Make sure nothing can connect automatically and send a print job to it.  See if the printer can boot correctly on its own.  If it can then print off a test job from the control panel with no PCs connected.  This will confirm the 49 error is due to a bad print job or somethign pyhsical inside the machine.

Swap parts or track down the bad print job from there as necessary.  You mentioned a change to your home network so perhaps something is misconfigured between your personal devices and the printer.  I would advise performing a COLD RESET on the printer and reconfiguring everythign from scratch.  This will clear out network configurations and prvious settings on the printer.

COLD RESET M277:

https://www.youtube.com/watch?v=Pe0Ar1TyBHY

[digitalew]

I did a cold reset from the control panel and was able to print out reports. However, after setting it up on the wifi network, it won't print. Should I install different drivers, namely PCL5 and postscript drivers as recommended? It seems to be communicating on the nerwork because it shows the "printing document" screen on the control panel, but the print queue still shows the document.

[John_Getzke]

Yes, I would try different drivers next.

Your experiment confirmed that the problem is related to bad print jobs and not a physical problem with the printer.  Those are much easier to resolve.  We normally default to PostScript drivers with bad print jobs are detected, but PCL5 is similar enough and may work for you too.  Clear the current print jobs, switch the drivers and reprint the same test documents for confirmation.

If the driver swaps do not work then we can help you take a closer look at your document and application print settings to see if we can find something to improve on that level next.  For example when printing PDFs trying the "Print as Image" feature.

[digitalew]

I downloaded and installed what I think is either a PCL5 or PS print driver (Universal printer driver)and it doesn't work either. I can't get the Print & Scan Doctor to print a test. The printer doesn't even go from the main menu to the print screen. I tried to print a pdf page as an image and that didn't work either. I looked at the printer web services page in a browser and all the settings seemed okay. Any other ideas?

[John_Getzke]

> I downloaded and installed what I think is either a PCL5 or PS print driver

Ok now double check which one you installed the last time and try the other one.

[digitalew]

After doing some research on the forum postings, I've discovered that there is an issue with Arris Surfboard modem/router which we had installed last week by our local cable company and printer. The printer worked well with our old modem/router (DSL Netgear) and hasn't worked with our new router. I'll contact the cable company to see if they have a solution. There are several answers on the forums for several models of HP printers. Arris suggests setting up a guest network on the router specifically for the printer with specific instructions on how to do this using the router web configuration screens. I also installed the PS driver, but no success on printing. Let me know if you think I'm going in the right direction with this.

[John_Getzke]

Nice discovery.

Yes if there is a known issue with your current network hardware I would persue that option first.  Im guessing the hardware that they deliver to you disables network printing in some way which is why they ask you to setup a 2nd network for that task.  This may be some kind of network isolation feature that is enabled by default.

If you cant get it to work with teh steps they provided you then my next option would be to return the rental device(s) and purchase your own modem and router.  Then you can resume with a setup like you are more accustomed to without the limitations of your current network device.

[digitalew]

I ran into a brick wall on this. I called the cable company who added the printer to the list of devices on the router config, page. He also suggested I use their paid subscription tech support to solve the problem. The cable modem/router is an Arris Touchstone TG2472G, There are a number of posts in the forums of people having problems with Arris modems and wireless HP printers. We are leasing the modem from the cable company, The tech person also suggested we buy a more expensive modem/router. So I gave up trying to set up the wireless on the printer and connected a USB cable to it and set up a home network on the two Windows 7 laptops to share the printer. If you can come up with any other wireless solutions, let me know. Thanks for your help.

[John_Getzke]

> He also suggested I use their paid subscription tech support to solve the problem.

Sigh, of course they did... this is not necessary.

> The tech person also suggested we buy a more expensive modem/router.

Sigh, another poor suggestion.  A more expensive router isnt necessary either, just one that doesnt have the goofy configuration that your cable company has provided.  This is not normal behavior for a home router when interacting with an HP printer.

> connected a USB cable to it and set up a home network on the two Windows 7 laptops to share the printer.

Thats a good work around, although not quite the solution you were hoping for.  You have effectively taken the rented home router out of the equation which is what needs to happen if they cannot provide you with a better solution.

> If you can come up with any other wireless solutions, let me know. 

As long as there is this limitation with the rented router I dont think there is anything we can do from the HP side of the equation.  The best chance of success to get this printer connected over wireless is to swap out that home router with somethign else, it doesnt have to be more expensive.  This is a router configuration issue and is not directly tied to the price tag of the unit.

It boils down to how much more time you want to spend on the problem.  The next steps I would suggest would be replacing the router which would take some time and investment from you to setup and configure.  If your current work around is working and otherwise like your rental agreement then I would advise sticking with it for now.