Envy Photo 7855 disrupting internet connection

[Sparks22]

I am at my wits end after two weeks 5 calls to my ISP and HP and the problem is still not solved.

Ever since I got the printer a couple of weeks ago the internet - both the 5G and the 2.4G, cut out intermittedly.  At first a signal would show and we were unable to get back on.  Now at least we are able to get back on.  Spectrum Internet said that the IP addresses were reading incorrectly and restarted the modem at factory reset.  But the problem persisted.  Then I thought the problem might be the WiFi Direct, which I turned off.  But the internet was still dropping off.  The Sprectrum people and HP support all did differnt things to the modem, but we are still losing the internet connecition 15 minutes - three hours after the printer is turned on.  My roomate and I both work at home so this is unacceptable.  If this problem is not resolved in the next day I will have to return the printer and go with a different brand.  I just spoke to Spectrum Internet again and they said that the IP address on the modem are incorrect.  Is it possible that the printer is somehow causing that as the modem keeps reading that way?  I would really appreciate any help!  Thank you.

[sabretooth04]

Well what are the IP address of all devices connected to your router?  Make and model number of modem/router?

IP address of your router also.

[Sparks22]

Hi I am not techincal and do not know how to find all the IP addresses

We have 3 cell phones,

4 Rokus,

2 Ipads

2 PCs (an Asus and an new HP Spectr)

the modem is from Spectrum = Technicolor TC8717T

I think the IP address is 92 166 01 ( that was on the modem)

[sabretooth04]

I'm sorry.  But that means nothing.  Need the IP addresses of all.  Please contact your ISP to resolve the issue.  Your Gateway device (modem+router) are terrible for wireless connectivity, and it shows.

Try here.

Replacing/reconnecting/changing your wireless router, try here. 

http://www8.hp.com/us/en/campaigns/wireless-printing-center/reconfiguring-system-help3.html

* Reset your printer back to Network Defaults.  Then run the Wireless Setup Wizard to connect.  Both can be accessed from the front panel or computer.  If no front panel for configuration, you must use your Printer USB cable to connect.  You can also try the WPS method if your router/printer supports this only if the Wizard or Printer USB cable is not available.  Read your User Guide for info.

* Wireless printers only connect to the 2.4G band in your router.  The router must have the 2.4G SSID band enabled with a different SSID name than your 5.0G SSID band in your router.

* Set router to a fixed wireless channel like 1, 6 or 11, never ‘auto’.  Try channel 1 first then the others one at a time. 

* Make sure printer and router are at least 5 feet apart. 

* Make sure IPv6 is disabled in the printer.

Make and model of modem and router?

However if you have a Gateway (modem+router) device, all Gateway devices are terrible for wireless connectivity.   If this does not work, suggest you think about putting that gateway device in full bridge mode and install your own high quality router that YOU have full control over. 

[Royxz]

Suggestions for you to try:

Step A. Update the printer

1. From the top of the screen, touch or swipe down the tab to open the Dashboard, touch ( Setup )

2. Touch Printer Maintenance .

3. Touch Update the Printer .

4. Touch Check for Printer Updates Now.

5. Follow the on screen instructions to update the printer firmware if prompted.

Step B. Restore printer to original factory defaults

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ).

2. Touch Printer Maintenance .

3. Touch Restore.

4. Touch Restore Factory Defaults. A message appears stating that the factory defaults will be restored.

5. Touch Continue.

Hope this helps.

[Hrb1]

1.  Maybe I’m old fashion, out of date or mistaken but I thought we’d always connected wirelessly through our 5G network (using HP printer, 2006-2018) to the printer. That notwithstanding, if the printer DOES have to be on the 2.4GHz band for some reason, can we still use the 5G network  for our regular Internet use and set our printer to connect through the 2.4 G network and still be able to print or do they both have to be on the slower 2.4 G network?

2. As far as the channels go I’m not sure what we’re set up to, I’ll have to wait and check that when I get home but I think we might be set to have it auto select the best channel because being in an apartment there’s more than 35 available networks when I sit at my desk so I think you would want your computers’ airport to choose the best channel at any given session letting it pick one that one that might be loaded up

3. 

[WriterJenn]

I work from home and use a VoIP phone since I also work with VoIP with my job. My printer was doing the same thing and then my phone began to go down. I logged into my router and turned off SIP ALG in advanced settings. I haven’t had the issue since.