Printer connected to virgin 3 media hub keeps disconnecting

[Jonty2]

Hi guys I wonder if anyone can help. I have just been upgraded to a virgin media hub3 router. Prior to this I had the super hub 2 & had no issues. My problem is I turn the printer on & it prints wirelessly from all of my devices for about 2 minutes. When the printer goes to sleep it is still showing as being connected to the wireless network & shows up on my I-phone/I-pad etc... but the 'print' button which should be in blue is greyed out. I've tried changing the channels on the router, re-booting everything but to no avail. Have any of you good people experienced the same issues & have you got any ideas how to fix the problem?

Cheers.

[The_Fossette]

Hi @Jonty2,

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that the printer doesn’t maintain the wireless connection.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

Meanwhile, I recommend you follow the steps in the below article and check if it helps.

http://hp.care/2whfXG0

Let me know how it goes and you have a great day!

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.

Cheers!

[Jonty2]

Hi there thanks for the kind reply to my issue. I've tried all of the things suggested but sadly to no avail. My iPhone/iPad picks up the printer for about a minute, thereafter the 'print' turns from blue to being grated out. I then get a message no air printers found when I try & reconnect the printer. Oddly enough the blue network connect light remains steady throughout & doesn't flash.

[The_Fossette · Accepted solution]

Hi @Jonty2,

Is the printer connected to the network? Check the wireless light. If the light is steady blue, then the printer is connected to the network. If the light is flashing, then the printer is not connected to the network. Go to Setup - Network - Wireless setup wizard to connect the printer to the network.

Once the printer is connected to the network, then assign a static IP to the printer:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Let me know how it goes.

[Jonty2]

Hello to The_Fossette

Thank you so much for your tenacity & support. I've followed your instructions to assign a static IP to the printer as you suggested. As previously stated the printer remains connected to my wireless network throughout but then refuses to print after about a minute or so. I got as far as the EWS page & selected the "network" tab - general but I am not then presented with "network protocols" page which would allow me to enable the IPv4 in settings.

sadly I can only conclude that I'll probably have to purchase a new printer in the hope it will be compatible with the new router that my ISP insisted that I needed. 

I have spoken to them about this issue but having read other posts on other forums it would appear the problem lays with the router & not the printer.

I've checked all the firmware on both devices & they are showing that they're all current & up to date so am really stuck as to what more can be done.

even as I write the printer has been on now for over an hour & is still connected to my network but just won't print!!!

Ah well the wonders of modern technology.

anyway thank you so much once again & hopefully 

[The_Fossette]

Hi @Jonty2,

I would like to know whether the router is on the 5Ghz frequency or 2.4GHz. I would like to inform you that our printers support only 2.4Ghz and I recommend you to make the changes on the router accordingly and check.

Let me know how it goes.

[Jonty2]

Hi there,
Thanks for your reply. Yep the router works on both frequencies so would I have to change the router to just work on 2.4GHz? As it's getting late here I'll look at it tomorrow & let you know how it goes.
Many thanks

[The_Fossette]

Hi @Jonty2,

Thank you for keeping me posted.

Please try the steps at your earliest convenience and check.

Let me know how it goes.

[Jonty2]

Good morning,
As promised here's an update for you. I followed your advice to deactivate the 5GHz on my router & tried again with the printer. Sadly this hasn't worked so I think I'm going to buy a HP 4527 which I believe has Bluetooth, fingers crossed that'll will work.
Once again thank you so much for your help I really do appreciate all of the time & effort you've made for me.
Best wishes
Jon

[The_Fossette]

Hi @Jonty2,

To stop the printer from going offline, the best method is to assign a manual IP Address to the printer. 

Please follow the procedure mentioned below to assign a manual IP address to the printer. 

• Obtain the IP address of the printer (which can found by pressing the “wireless” icon on the printer control panel)
• Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
• Go to the “Network” tab, click on “Wireless (802.11) then click on “Network address (IPV4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

However, this would only make a printer stay online on the network. 

Anyone on the same network can install and configure the printer on their device and print to your printer. 

To make it secure, you can open the EWS page of your printer on your computer and enable security on your printer. 

This method is complicated, as a work around, I would suggest you disconnect the printer on your wireless router and print using wireless direct instead. 

Wireless direct can be set a password and everytime you want to print connect your iOS device to your printer using wireless direct and print. 

Leave the printer off when you do not have anything to print. 

To know how to configure and use wireless direct, please refer to this HP Article. 

Let me know if this helped.