Envy 6000e set up problems

[Anne1536]

I tried to set up my new Envy 6000e yesterday (27th May 2024) and could not complete the setup with my iMac but it did work with our BT WIFI. I printed a [age and made a copy. Wanted yo sign up with Instaprint but it did not work. So phoned and had an agent try to help who then had remote control of my computer, reset the printer to factory settings. I restarted the hub, my phone and iMac. Then it would not connect to the wifi at all.
He sent an email saying I had to ask BT to do these 13 things. See below*. I have no idea how to contact BT and whether they will do any of this.I am not a techie.
Then I found an ethernet cable and attached to printer-iMac. The printer that is found is a HP Envy Photo 6200 series (BC328A) not mine. It has a different serial number. And it wouldn't find another. I've tried hiding it and starting again but it won't work. If I try connect new printer it won't. If I try already connected it only comes up with the 6200.
Instaprint says another printer is connected to my account and can't load another but there are no printers on my account.

Please can anyone help. I really won't be able to follow techie instructions that are not understandable to someone who has never done this.

Thanks in advance.

What the HP agent said to do

*We refer you to your internet service provider and tell them the following: 

1. Make the 2.4ghz and 5ghz separated into two networks 

2. Change the channel of your 2.4ghz into 6 or 11 

(If it set to 6 change it to 11, if it set to 11 change it to 6) 

3. Disable WPS (Wi-Fi Protected Setup) 

4. Update firmware of the router 

5. Multi-casting (Multicast Filtering) needs to be on or enabled (Allows Bonjour Connectivity)  

6. Allow Wireless Ports, these can also be blocked in security software:  

Incoming (UDP) ports : 137, 138, 161, 427  

Outgoing (TCP) ports : 137, 139, 427, 9100, 9220, 9500  

7. Recommended that the network name and password DO NOT contain and spaces/punctuation or special characters  

8. Encryption should be WPA-TKIP or WPA2-TKIP/AES 

9. Make the password 10 digit alphanumeric 

10. Dual broadcasting enabled (for wireless b/g and n networks)  

11. Media Access Control (MAC) filtering must be disabled  

12. The built in Firewall should be at the default or lower settings  

13. Turn DMZ on from the router then add the static IP Address of the printer   

[Anne1536]

To add as I can't edit. The front of the printer says it is a Envy 6032e

[Sneha_01]

Hi @Anne1536,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're dealing with several issues simultaneously, and it's understandable how frustrating this can be. Here are some step-by-step instructions and simplified explanations to help you through the process:

Step 1: Separate Your Wi-Fi Networks

Your router likely combines the 2.4 GHz and 5 GHz networks into one, which can cause issues with devices that prefer one band over the other.

Access Your Router's Settings:

• Open a web browser and type your router’s IP address into the address bar (commonly 192.168.1.1 or 192.168.0.1). You can usually find this on the back of your router.
• Log in with your username and password (also typically on the back of the router).

Separate the Networks:

• Look for the wireless settings or similar section.
• Find the option to separate or name your 2.4 GHz and 5 GHz networks differently (e.g., MyNetwork-2.4GHz and MyNetwork-5GHz).
• Save your changes.

Step 2: Change Wi-Fi Channel

If your Wi-Fi is on a crowded channel, switching to another can improve connectivity.

1. In the Router Settings:
   • Go to the wireless settings.
   • Find the channel setting for the 2.4 GHz network.
   • Change it to 6 or 11 if it is set to something else.
   • Save your changes.

Step 3: Disable WPS

WPS can interfere with the setup.

1. In the Router Settings:
   • Find the WPS settings (often under advanced wireless settings).
   • Disable WPS.
   • Save your changes.

Step 4: Enable Multicasting

Multicasting allows your devices to communicate better on the network.

1. In the Router Settings:
   • Look for settings related to multicasting or Bonjour.
   • Enable multicasting.
   • Save your changes.

Step 5: Ports and Other Settings

Some of these might require more technical support from BT, but you can try the simpler steps.

1. Ports: These might be blocked by default; you might need to consult BT support for this.
2. Update Firmware: Check your router’s settings for a firmware update option.
3. Firewall and Security: Ensure the firewall is set to default or lower settings.
4. DMZ and Static IP: This can be more advanced; you may need help from BT support.

Step 6: Printer Setup

Now, let's try setting up your printer again.

Connect the Printer:

• Use the HP Smart app or the printer’s control panel to connect to your newly named 2.4 GHz Wi-Fi network.
• Follow the instructions to complete the setup.

Addressing the Wrong Printer Model Issue:

• Make sure the old printer is completely removed from your computer’s settings.
• On your iMac, go to "System Preferences" > "Printers & Scanners".
• Select the incorrect printer and click the "-" button to remove it.
• Restart your iMac.

Add the Correct Printer:

• Connect the Envy 6000e to your iMac via USB if Wi-Fi still doesn't work.
• Open "System Preferences" > "Printers & Scanners".
• Click the "+" button and select the correct printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support