Lost Network Connection

[lathemeister]

I changed my wireless network password recently and when I have tried to connect the printer to the network using the new password the printer shows it as connected but it doesn't show up in my add printer list. I have reset the network details on the printer, I have tried using EasyStart but nothing seems to work. I have also updated the printer firmware. Any suggestions to get this back on line would be greatly appreciated.

Michael

[senan6806]

@lathemeister

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

I understand you need support and I'll be glad to help you out. However, for an accurate solution, I would need more details:

What's the make and model of your WiFi router?

Do you have any antivirus software installed on your Mac?

Do you have a guest network enabled on your WiFi router?

Approximately how far is the printer located from the WiFi router?

Could you check for WiFi interference and also perform a ping test using the Mac Network Utility and let me know the results. Use the printer IP address to perform a ping test, the printer IP can be located by touching the wireless icon on the printer display.

[lathemeister]

@senan6806

Thanks for the offer to help.

The router is a Comtrend 3100u.

There is no antivirus installed.

No guest networks.

The printer is about 2 feet from the router and has worked in this position for years and nothing has been added closeby so I can't see network interference is a problem.

Here are the results from the ping test.

Ping has started…

PING 192.168.1.8 (192.168.1.8): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

Request timeout for icmp_seq 5

ping: sendto: No route to host

Request timeout for icmp_seq 6

ping: sendto: Host is down

Request timeout for icmp_seq 7

ping: sendto: Host is down

Request timeout for icmp_seq 8

--- 192.168.1.8 ping statistics ---

10 packets transmitted, 0 packets received, 100.0% packet loss

Michael

[senan6806]

@lathemeister

Thanks! It looks like there is a 100% packet loss during the ping test, that means the printer is not properly connected to the network. Resetting the printer network settings and re-connecting the printer back to you home WiFi should resolve the issue. Let's try these steps:

1.) Unplug your modem/router and leave it powered off.

2.) Restart your printer, from the printer control panel, touch "Setup". Touch 'Network Setup", touch "Restore Defaults".

3.) Power off your printer

4.) Reconnect your modem/router and wait for it to re-establish its internet connection.

5.) Power on your printer.

6.) On the printer control panel, touch the Connection Information icon (the icon might appear as Wired  or Wireless  depending on your current setup), and then touch Wireless Menu.

7.) Touch Wireless Setup Wizard. The printer searches for available wireless networks.

8.) Touch the name of your network, and then follow the instructions on the control panel to connect the printer to your wireless network.

Once the printer is connected, use the steps below to setup the printer with Apple AirPrint:

Please ensure that the Mac is up to date with it's software. If you are unsure you may use the steps available here to update the software on Mac:

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

4.) Click the plus sign , click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

6.) Try to print.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[lathemeister]

I followed all the steps you outlined. The control panel on the printer said the connection to the network was successful. When I go to System Preferences and Printers and scanners and click the + the printer still does not show up in the list.

[senan6806]

@lathemeister

That's unfortunate 😞 It's possible that the wireless router is blocking or not able to forward multicast packet (Bonjour). Please contact your internet service provider or router manufacturer and check if the router is able to forward multicast packet. If the router is able to to forward multicast packet (Bonjour), then try the steps available in this document. 

Keep me posted!