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SKH2020
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Solved!

Printer & computer can't maintain internet connection simultaneously

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Envy7855
Microsoft Windows 10 (32-bit)

Hello,

I can't print to my HPEnvy7855 from my Windows 10 HP laptops.  The status is constantly offline. 

I've tried unplugging everything and plugged everything back in and that worked great, my printer was now on-line, but now my computer lost its internet connection.  It appears that the two devices can't share the same internet connection.  The network configuration page the network status as ready and the internet as not connected so I would assume it's connected to the network, just not the internet.  This was not a problem until recently.  Perhaps it occurred after a Windows 10 update.  Since I don't print often I don't know when it started, but there was an update within the past month and my husband discovered it when he went to print last week.

 

Thank you

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Riddle_Decipher
HP Support Agent
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@SKH2020 Updating Windows 10 is perhaps the best way forward, if you've done that and yet the issue persists, here's what you need to do:

Please follow the below steps to assign a manual/static IP to resolve your concern:

 

-Verify in the printer that 'Auto Off/Sleep' is disabled. Use the Embedded Web Server (EWS) by going to the printers IP address in your browsers address bar, click Settings Tab/Auto-Off. --Or use the Printer Assistant, Printer Home Page (EWS). Also, check your Printers Properties.

-If the printer supports and has IPv6 enabled, turn off IPv6 in the printer.

-If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 at the Alternate DNS server. 

-Verify the printer is on the latest firmware by checking with the HP Support site.

 

In the router: (Refer to your router manual for information) 

 

Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest. 

Set router to 20Mhz only, or 145Mbps depending on the router. 

Always use WPA2-AES (Personal) encryption, but you can try `mixed' mode. 

Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why search the web).

If you have a dual-band router (2.4Ghz and 5.0Ghz bands), make sure the SSID's are NOT the same, they must be different for all bands, even for any Guest networks.

SSID broadcast must be enabled.

Save all settings. Power off both, wait 2 mins. Power on the router and wait 2 mins. 

Power on the printer and verify it reconnects to the router

 

You can also refer to the below video for the same. 

Note that, in the video, the interface shown is the Windows interface, but the steps are the same as it done using a web browser. 

And the article may have the title of another printer, but the steps are bound to help resolve your concern as well.

Click here to watch

 

P.S: Welcome to HP Community 😉

 

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

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SKH2020
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Thank you for your help, it's working now.  I was unable to add the port because the printer could not be located.  So I shut down the modem and the printer and disconnect the cords. The printer status is now showing ready and the internet is also connected.  I hope this lasts, but if the two devices can't be connected to the net at the same time again I am going to try your troubleshooting advice.

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asmita6658
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Sure @SKH2020

 

Keep us posted. 

Asmita
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SKH2020
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Hello again,  I am beyond frustration at this point.  When I turned off the printer, the connection was lost again.  I reinstalled the printer and the network indicator is blue, but the status is still offline.  I tried to add a port and the device is not detected.  My last HP all-in-one did not give me problems with being offline continuously.  I hope the community can help me put a permanent end to this so I can print.  Thank you

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Riddle_Decipher
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@SKH2020 I understand how that may feel, I've had such issues with my custom built desktop too, that said, here's what helped me, when all else failed, please try the steps on Page. 169 to 170 on Chapter 10 - Solve a problem from the user guide of your printer: click here to access the file,

 

And let me know how that pans out, also, perform a complete scan using the PSDR: Click here for steps.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

SKH2020
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Thank you for your help!

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Riddle_Decipher
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@SKH2020 The pleasure is all mine, and if you ever need us for anything else, feel free to write to us anytime and/or tag me for support, we'll be happy to help,

Take care, now and have an awesome day, ahead.

Riddle_Decipher
I am an HP Employee

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