cancel
Showing results for 
Search instead for 
Did you mean: 
Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
SteffanW
Level 1
9 8 1 0
Message 1 of 30
1,348
Flag Post

Solved!

HP Envy 6020 printer freezes

HP Recommended
HP Envy 6020
Microsoft Windows 10 (64-bit)

My brand new (4 weeks) HP Envy 6020 printer completely freezes approx. once a week. The wifi router does see the printer but HP Smart cannot detect it and says Printer is Offline. The only thing I can do is unplug it from the mains supply. This is very annoying. Any idea anyone?
Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
SteffanW
Author
Level 1
9 8 1 0
Message 14 of 30
Flag Post
HP Recommended

I want to give an update on this issue. So I desperately uninstalled the printer in Windows and executed a factory reset of the printer. DO NOT factory reset the printer when you are using Instant Ink (HP should mention the consequences in the manual). The printer will not recognize the cartridges as legal cartridges anymore and will immediately report this error on the display (E0). Setting up the printer in Windows via Wi-Fi is not possible because the printer is in an error state. I needed the USB cable to setup the printer again in Windows and finally it was able to connect to Wi-Fi again and making it visible in my Instant Ink account. Printing was still not possible because of the cartridge error and therefore I needed HP telephone support to fix this.

Good news is that the freeze (the initial problem) did not occur anymore after this exercise. Fingers crossed...

View solution in original post

Reply
0 Kudos
29 REPLIES 29
greenturtle
Level 15
Level 15
13,386 13,334 1,363 3,545
Message 2 of 30
Flag Post
HP Recommended

Hi,

Thanks for using the HP Support Community.

 

Try to reset the Wireless:

https://www.youtube.com/watch?v=TWBAFvOJuGk

 

After that,  try setting up the printer on your Win 10 PC:

https://www.youtube.com/watch?v=PhmJ91nUEXg

 

Click here for more suggestions on how to use this printer.

 

Hope that helps!

 

 



I am an HP Employee
Although I am speaking for myself and not for HP.
Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.
Click on the link to subscribe and get the latest video uploads:https://goo.gl/y4Rcn1Remember to like and share the video if you know of friends that would f...
Click on the link to subscribe and get the latest video uploads:https://goo.gl/y4Rcn1Remember to like and share the video if you know of friends that would f...
Reply
0 Kudos
SteffanW
Author
Level 1
9 8 1 0
Message 3 of 30
Flag Post
HP Recommended

I will certainly try this. It will take some time however to see if it solves the problem in the long term.
Thanks!

Reply
0 Kudos
SteffanW
Author
Level 1
9 8 1 0
Message 4 of 30
Flag Post
HP Recommended

The printer still hangs itself. It happens always after 4, 5 days. Before I print someting from my PC I take a look in HP Smart and everything is fine. Then I sent my print job and nothing happens. The printer is dead and does not respond to any command or button. HP Smart says that the printer is off line at this moment. So I unplug and plug the mains and everything is fine for a few days. What else can I try to solve this?

Reply
0 Kudos
greenturtle
Level 15
Level 15
13,386 13,334 1,363 3,545
Message 5 of 30
Flag Post
HP Recommended

Hi

 

Can try updating Firmware?

This would be useful

https://www.youtube.com/watch?v=GkLOiJFHAjU

 

If there are no Firmware update available, can try a TCP/IP port?


Create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, right click the printer and left click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port 

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

Hope that helps!



I am an HP Employee
Although I am speaking for myself and not for HP.
Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.
Click on the link to subscribe and get the latest video uploads:https://goo.gl/y4Rcn1This tutorial shows how to update the printer firmware on the HP OfficeJ...
Reply
0 Kudos
SteffanW
Author
Level 1
9 8 1 0
Message 6 of 30
Flag Post
HP Recommended

Thanks again! Firmware is up to date (VASBASPP1N001.2034A.00, 2020-08-18). I will try the other suggestion but will this prevent the printer from freezing when I print from my phone (Android)? Here I notice the same behaviour. First I look in the HP Smart app to check the status of the printer. It says that the printer is connected. Then I try to print something and nothing happens. The printer is dead and also HP Smart cannot connect tot he printer anymore. Again, this happens once every 4 to 5 days.

Reply
0 Kudos
greenturtle
Level 15
Level 15
13,386 13,334 1,363 3,545
Message 7 of 30
Flag Post
HP Recommended

Hi @SteffanW 

 

TCP/IP port may be more stable (to mitigate printer offline issues).

 

Hope that helps!



I am an HP Employee
Although I am speaking for myself and not for HP.
Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.
Reply
0 Kudos
kvandenberg
New member
3 3 0 0
Message 8 of 30
Flag Post
HP Recommended

Maybe this will fix Windows connection issues, but what about Mac / Linux / Android?

I have the exact same issue as the TS with a brand new 6020.  I also upgraded the f/w to the latest version.

Reply
0 Kudos
SteffanW
Author
Level 1
9 8 1 0
Message 9 of 30
Flag Post
HP Recommended

It’s getting worse and worse. The same problem occurred today. Complete hangup. So I decided to factory reset the device and go through the complete setup again. But after resetting and restarting the printer it reports E0 (cartigde error and yes, I am using HP Instant Ink). I am not able to put the printer in AWC install mode because it’s constantly showing E0 now.

Reply
0 Kudos
kvandenberg
New member
3 3 0 0
Message 10 of 30
Flag Post
HP Recommended

Seems to me there is not much else you can do about this. I'd suggest to contact HP Support. Since your device is new it should be covered by manufacturer warranty easily and HP Customer Support is in my experience first class.

Reply
0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation