Laserjet Pro MFP M227sdn not printing

[Stranger1784]

We have a problem with driver installation and had to install universal drivers.

But the MFP connected to the network, when not printing, goes into sleep mode on all the computers (Windows XP, 7, 10) where it has been installed and becomes inaccessible. The print spooler hangs, and the only thing that helps is restarting it and turning the device off and on.

The sleep and shut-off timers are set to the maximum using the device's web-interface.  

[danny-r]

@Stranger1784

Thank you for visiting our English HP Support Forum. We are only able to reply to posts written in English. To ensure a quick response it would be advisable to post your question in English. The following links are here to assist you if you prefer to post in the following Language Forum.
 

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Thank you for your understanding.

[Stranger1784]

We have a problem with driver installation and had to install universal drivers.

But the MFP connected to the network, when not printing, goes into sleep mode on all the computers (Windows XP, 7, 10) where it has been installed and becomes inaccessible. The print spooler hangs, and the only thing that helps is restarting it and turning the device off and on.

The sleep and shut-off timers are set to the maximum using the device's web-interface.  

[sandytechy20]

@Stranger1784

Welcome to the HP Forums, this is a great location to get assistance! I read your post and see that your printer goes to sleep mode. I would like to help you resolve this issue.

However, I will need a few details to provide an accurate solution,

• When did this issue start?
• Did you do any hardware or software changes?
• How is the printer connected to computer, wired or wireless?
• Which operating system is installed on the computer?

Meanwhile

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Reconnect the power cord to the rear of the printer.
6. Turn on the printer.

Create a manual connection

1. Print a Network Configuration Report or Wireless Test Report from your printer.

   • If your printer has a control panel with a display, print the report from the network settings or network setup menu.

   • If your printer does not have a display, print the report using the buttons on the printer control panel. For many HP printers, this is done by pressing and holding the cancel button or a combination of buttons on the control panel until a report prints. For more information on how to print a report for your printer model, see the User Guide or search the HP website for network configuration report and the model of your HP printer.

2. On the report printout, look at the network status for your network connection type (wired or wireless.)

   Figure : Example of a correctly connected wireless network status

   

   • If status is connected, continue with these steps.

   • If status is anything other than connected, such as Off or Disabled, then the printer is disconnected from your network. This is the reason your printer is offline. You must connect the printer to your network before you continue. For more help on how to set up a connection to your network, see the User Guide, search the HP website for your printer model and wireless or wired network install, or use the wireless setup wizard from the control panel of your printer if available.

3. On the report, find the IP Address, subnet mask, and Default Gateway for your active (connected) network connection type. If your report has separate numbers for IPv4 and IPv6, then use the numbers listed in the IPv4 section.

4. From a computer connected to your network, find the URL(s) for Embedded Web Server (EWS) on the report and enter the URL into your Internet browser. If the webpage appears blank, use a different Internet browser.

   Figure : Example of the URL for the EWS

   

5. Click the Network or Networking tab, and then open the section or page for your network type: wired or wireless.

6. Click Manual IP.

   • If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.

   • If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.

   Figure : Example of setting up a Manual IP configuration

   

7. Write these new numbers on a piece of paper. You might need to use them later when adding a second printer device.

8. Click Apply, and then wait until the changes are confirmed.

Click here and refer the HP document to perform the above steps.

(Though the title of the document is different, these steps should fix this issue)

Let me know how it goes.

Cheers.

[Stranger1784]

We've been having problems since we purchased the device.

- Local network connection
- We used both the recommended and universal drivers downloaded from the website, as well as those that were included on the CD
- OS: Windows  XP/ 7/ 10

- The sleep and shut-off timers on the device are set to the maximum

- There are no physical problems with the device's network connection. After some time, the device goes into sleep mode. When trying to print a document, the Print Spooler stops functioning when it fails to connect with the device. Restoring the default settings and system reconfiguration did not help.     

[DavidSMP]

Hi @Stranger1784,

t is great to have you back. Thanks for the response and your patience and time are greatly appreciated. You've done some great troubleshooting and displayed remarkable commitment and commendable attitude to try and resolve the issue.Kudos to you for that. 🙂  As @sandytechy20 is out for the day I am responding on his behalf.

Please try these steps at this time.

• Please update the printer's firmware  by following instructions from this link: http://hp.care/2o3acvH (HP Printers - Installing and Using the Windows Built-in Print Driver)
•  
• Then follow step 6 from this printer offline link http://hp.care/2nCXeTk and assign a manual IP address. There is an associated video also on how to do it. 
•  
• Then create a TCP/IP port by following these steps from this link:http://hp.care/2tyHIwH
•  
• Please perform all these steps patiently as it is critical to resolving the issue The trick is to remain patient.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Stranger1784]

Dear colleagues,

The printer already has the latest version of firmware. That's why we didn't follow this recommendation. If you do think that it's necessary to try to update the firmware, we'll do that.

[sandytechy20]

@Stranger1784

Thanks for the reply.

I appreciate your time and effort.

This issue may require one to one interaction with the HP Phone Support.

I suggest that you contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

Cheers.

[Stranger1784]

Dear colleagues,

We tried this step as well and communicated with the technical support by phone. The solution was not found and we were proposed to try to make diagnostic remotely and with the corresponding payment. Besides, we applied to Microsoft technical support with check of problems of the operational system, but no errors and problems with the system settings were found either. (https://answers.microsoft.com/ru-ru/windows/forum/windows_7-hardware/windows-%D0%B8-%D0%BC%D1%84%D1%...), ( https://social.technet.microsoft.com/Forums/ru-RU/4eadb372-62ac-4815-9df9-f81274fbcd70/windows-hp-mf...).

Only one solution was found: to set a permanent restart of the spooler and set the timer task which would constantly ping the device by network. When we try to send to print, a print window doesn't appear or just one task is printed and another is not, and we have to send a letter mmany times in order to guess when the print service is started. Besides, another one noticed peculiaity of the printer is, having a tray and a bypass tray, when we use different paper sizes, we can set a paper size only for one tray in the printer, which "decides" that the same paper size is in another tray.

[Flower_Bud]

Hi @Stranger1784,

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).

Thank you for visiting the HP Support Forum.