HP Envy 6155e Connection Issues

[Janeen11]

Hello. I recently purchased an Envy 6155e. After not using it for a few hours (or overnight) it goes to what I assume is sleep mode and when I attempt to print,  HP smart shows the printer is "offline." However, when I go through Menu to Settings to Network to Wi-Fi to Wi-Fi details on the printer's touchscreen, it shows that it is connected to the Wi-Fi.  If I restart the printer each time, it then shows a connection in HP Smart.  There has to be an easier way then shutting down the printer each day before I print.  Thank you. 

[Janeen11]

Update:

So now when I run Diagnose & Fix through HP Smart, it says there is a driver check issue that is not fixed. Please see included image. 

What does this mean, and how can I fix it?

Thank you.  

[Irfan_06]

Hi @Janeen11,

Welcome to HP Support Community.

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

I understand you're experiencing an issue with your printer showing offline.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Janeen11]

Dear @Irwin6 

Thank you for this info. I have gone ahead and did the power drain.  I also checked the firmware via the HP Smart app and the printer's touchscreen - both showing firmware is up to date. 

While the printer is currently showing online, it normally does this when I restart the printer. So I will wait until it goes back into sleep mode and see if it reads "offline" or not.  I will report back at that time. 

Thank you. 

[Irfan_06]

Hi @Janeen11,

Please keep it under observation and If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Janeen11]

Hi @irwin6: 

I *think* it's working now.  I reset factory settings on the printer, and uninstalled then re-installed HP Smart on my computer.   

It looked like it installed differently and that worked for yesterday, but again, once I turned my computer down for the night then restarted today - the printer was "offline".  I went and shut everything down again, restarted the router, and it worked. 

I will still keep under observation for the next few days to make sure everything still stays connected. 

Thank you for your assistance.

[Janeen11]

Hi @irwin6

This afternoon I turned on my computer and the printer is still showing offline.  Please see image below.

The WIFI is showing connected on the touch screen of the printer. 

I went to test print from word and while it shows ready, the printer never connected.  

I even hit the power button on the wake up the printer, and nothing. 

To recap what I have done: 
Restored Factory settings on the printer
Uninstalled and re-installed HP Smart on my computer
Reset my router

What else can I do?  

Thank you,

Janeen

[Irfan_06]

Hi @Janeen11,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please follow the steps below to connect your printer to the network again.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Janeen11]

Hello @Irwin6: 

So today when I started up my computer and opened HP Smart - It showed my printer was in fact ONLINE!  Finally! 

Not sure what happened over night to iron out whatever is going on, but today things are working. 

Don't want to get too excited, so I will wait a few more days and report back if there are any issues. 

I will keep note of what you responded with today in the event I need to do further steps. 

Thank you for your assistance through this! 

[Irfan_06]

Hi @Janeen11,

Please perform the above shared steps if the issue appears again.

I will be archiving this case for now. However, you can respond to the same thread to continue the conversation. 

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

Take care and have a great day ahead!

Irwin6

HP Support