LaserJetPro M118dw - Can't get to factory reset - printer won't see Network SSID

[GregoryRG]

We recent updated our home network and the 2.4 GHZ and 5.0 GHZ SSID are now a single SSID. Our 118dw was connected to the 5G SSID, which is now gone. The printer will not recognize the new/single SSID.  I cannot get the HP Easy start S/W to recognize the printer because when checking the wireless test report, the printer thinks it is still connected to the non-existent SSID.  I have tried reinstalling the printer via USB, but my wife's iMAC (which is was connected to via USB, while other computers in the house connected wirelessly), the HP software will not find the printer, even with the printer's WIFI radio turned off. I have also tried wirelessly from two other WIN10 PC's without success.  It is MADDENING and 100% unacceptable that HP does not have a hardware/button-based means to effect a factory reset of this printer (well, now a brick) as one cannot get to the advanced services without the printer being on the network.

Any ideas on how to fix this before I launch it out the window?

Thanks,

Bob

[TEJ1602]

@GregoryRG, Welcome to HP Support Community!

This printer is only compatible with the 2.4 GHz network and not the 5 GHz network. If your new router only has a 5GHz network, the printer cannot connect to the network. If it is set to 2.4Ghz network, follow the steps below-

Step 1: Connect the printer with WPS

Use WPS to connect the printer to your wireless network.

1. Locate the WPS button on your router, but do not press it yet.

   If your router does not support WPS, skip to the next step to connect the printer with the HP Smart app.

2. Turn on the printer. If the printer is in sleep mode, press the Cancel button on the control panel.

3. On the printer control panel, press and hold the Wireless button  for at least 3 seconds or until the wireless light starts to flash.

   NOTE: 

   HP Tango printers: Press and hold the Wireless and Power buttons on the back of the printer for 5 seconds. The Edge lighting flashes blue to indicate the printer is in WPS mode.

4. On the router, press and hold the WPS button for 3 to 5 seconds or until it shows that the WPS connection process has started.

   NOTE: 

   The printer stops searching for a WPS connection two minutes after the wireless button is pressed. If you were unable to press the WPS button within that timeframe, attempt these steps again.

   Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

If you still have issues and want to connect the printer using the USB cable, Go to System Information to check the USB detection- try different port and cable if not detected.

Keep me posted for further assistance.

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!

[GregoryRG]

WPS did not work. The router is still 2.4 and 5.0 GHz, just a single SSID for both. I had to physically connect the printer to another computer (USB), then reinstall, reconnect to the correct SSID and then put the printer back where it came from in the house. Please pass along to your product development team that not having a hardware means of resetting this printer is unacceptable and a very loyal HP customer of 30-plus years will not be purchasing HP products anymore due to this frustration.  This is another case of designers and s/w engineers thinking they know what the customer needs and not verifying the requirement (yes, I'm an engineer).

[TEJ1602]

@GregoryRG

I understand your concern. I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

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