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‎11-06-2018 10:52 AM

HP Recommended
Product: HP Laserjet Pro M402dw
Operating System: Microsoft Windows 10 (64-bit)

Our printer has been working fine. Yesterday morning two of our laptops are getting the message Printer is in error state and a third is saying Printer is offline.  I have disconnected the printer from power and the network, then reconnected it.

The error messages remain.  Any suggestions?

Thanks!

1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎11-07-2018 11:17 AM

HP Recommended

> IPv4 Status on the report states duplicate IP addess detected - could this be the issue and how would I resolve this?

 

Yes, an IP Address conflict will result in the printer failing to connect to the network as well as the other device on the same IP Address.  IP Addresses must be unique for networking routing to work.

 

Power off your printer and then try to find out what has the same IP address.  Someone may have a static IP Address assigned to a device that is in conflict with your printer.  Track it down and resolve the IP address conflict.  Chances are they are assigning a static IP address to something when they should not be or are not assigning the correct IP.

 

After the IP addresses are sorted out then power back on the printer and see what happens.  If your printer is configured to DHCP/automatic then it will grab the next available IP address and register the hostname of the printer with the DNS server.  You should be able to install the printer from there.

 

 

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View solution in original post

4 REPLIES 4

‎11-06-2018 11:18 AM

HP Recommended

Uninstall and Reinstall your printer from the latest software updates on http://support.hp.com for your OS and printer model.  This will repair the network printer connection to your printer.

Experts are not HP Employees. Experts are advanced users, administrators, technicians, engineers or business partners who volunteer their time to answer community questions.

Please mark anything that is helpful with a Kudo.
When you are done troubleshooting, please mark one of the responses as the Solution.
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Tags (1)

‎11-07-2018 08:04 AM

HP Recommended

We have additionally rebooted the interent in the building.  I have uninstalled the printer.  When I reintsall, I receive a message that the printer is not found.  I have used the host name.  When I ran the configuration report on the printer, I verified the host name.  IPv4 Status on the report states duplicate IP addess detected - could this be the issue and how would I resolve this?

‎11-07-2018 11:17 AM

HP Recommended

> IPv4 Status on the report states duplicate IP addess detected - could this be the issue and how would I resolve this?

 

Yes, an IP Address conflict will result in the printer failing to connect to the network as well as the other device on the same IP Address.  IP Addresses must be unique for networking routing to work.

 

Power off your printer and then try to find out what has the same IP address.  Someone may have a static IP Address assigned to a device that is in conflict with your printer.  Track it down and resolve the IP address conflict.  Chances are they are assigning a static IP address to something when they should not be or are not assigning the correct IP.

 

After the IP addresses are sorted out then power back on the printer and see what happens.  If your printer is configured to DHCP/automatic then it will grab the next available IP address and register the hostname of the printer with the DNS server.  You should be able to install the printer from there.

 

 

Experts are not HP Employees. Experts are advanced users, administrators, technicians, engineers or business partners who volunteer their time to answer community questions.

Please mark anything that is helpful with a Kudo.
When you are done troubleshooting, please mark one of the responses as the Solution.
This feedback enhances the community by helping future readers choose between multiple similar responses.

‎11-09-2018 09:19 AM

HP Recommended

Thank you for the suggestions.  We are up and printing!

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