HP Envy 7640 "Printer is Offline"

[georgedn]

I've gotten this "Printer is Offline" message off and on for the year and a half that I've owned the printer.   A week of two ago I ran the Print and Scan Doctor and noticed a link to update the printer software since the new update addressed connectivity issues.  For the first couple of days it stayed online.  Then it started to go offline every so often requiring me to power down and power up the printer.  Not hard but a nuisance.  The software version I installed is from July 2017 (fairly recent).  Is there something, anything I can do to resolve this issue? Please someone help me (and a lot of others i imagine).

[sabretooth04]

These settings are for setting up your wireless or wired printers to:

* Stay connected to your router
* Fix printer ‘offline’ status
* Wake from sleep mode
* Speed up wireless printing

While DHCP is convenient, devices such as printers (wired and wireless) should always be assigned a static (fixed) IP address manually to avoid conflicts on your wireless network and MUST be outside the DHCP address range of the router. This is because printers are the only external devices that do not have the ability to automatically interrupt the router for a new DHCP address once the least time expires.  Again, do not have the printers static IP within the DHCP range of the router as this is against Networking 101 rules and will confuse the router.  Make things simple – In the router, set starting DHCP address range 192.168.1.100 (or 192.168.0.100). Ending DHCP address range 192.168.1.150 (or 192.168.0.150).  Set Printer Static IP to 192.168.1.10 (or 192.168.0.10). 

After setting the static IP, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers’ new static IP address.

1. Set a static IP in the printer outside the DHCP range of the router (check your manual).  This Static IP is important as DHCP IP addresses will change upon different power up sequences of your devices.  You always want your printer to come up with the same IP address all the time.  See how to do this here:

http://www.watchingthenet.com/linksys-tip-assign-static-ip-address-to-printer-while-using-dhcp-on-yo...

This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this first if needed.  Then after setting the static IP in the printer, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers IP address. 

To see why this problem exists and how to fix it, watch this video here for Windows.   Scroll down for MAC information.

https://www.youtube.com/watch?v=ZEqvUKxWmq4

How to set a Standard TCP/IP port.  This is important.

a).  Click Start/Devices and Printers. Right click on your Printer.  Select Printer Properties.  Select the Ports tab at the top.

b).  Select Add Port. Select Standard TCP/IP Port.  Select New Port.

c).  Follow the Add Port Wizard. Under Printer Name or IP Address, input the Static IP address you just set from the above information.  Example:  168.1.15.  The IP address will be copied under Port Name.  This is OK to leave this alone or you can put in your Printer Model.

d).  Select Next and Finish the Wizard.

If you create a TCP/IP port without a static IP above, you may lose your TCP/IP connection and have the same issue. This is because your network has powered up differently giving you a different DHCP address to the printer that does not match the TCP/IP address above.  This could occur at anytime just like the video shows.

For MAC PCs perform the above Static IP setting in the router and then watch here on how to perform your IP setting for MAC computers.

https://www.youtube.com/watch?v=A5tNFjEBDOw

By performing the above, the printers Embedded Web Server (EWS) will now work all the time by going to your Printers Static IP address in your browser. 

2.  Wireless connection only, turn off the Wired LAN in the printer.

a).  Login to your printers EWS from a web browser using your Static IP in the address bar.

b).  Go to the menu item Network at the top.

c).  On the side menu expand WIRED network settings.

d).  Click on advanced.

e).  Set the Network Interface to off.

 3.  Verify in the printer that 'Auto Off/Sleep/Energy Saving Mode' is disabled and/or the System Mode Time Out is set to zero (0) if your printer supports this. Use the Embedded Web Server (EWS), if this is a HP printer, by going to the printers IP address in your browsers address bar, click Settings Tab/Auto Off, or use the Printer Assistant, Printer Home Page (EWS). Also check your Printer Properties. This feature is automatically disabled when the printer is connected to a computer or mobile device, a network, or a fax line (if supported).  However, you may not find this setting.

4.  If the printer supports and has IPv6 enabled, disable IPv6 in the printer.

5.  Make sure printer is plugged directly into a wall outlet and not into a UPS, power strip or surge protector. This may cause the printer to intermittently drop offline and disconnect.

6.  Make sure your printer and router are at least 5 feet apart from each other.

7.  Check your printers web site for your printer to see if there is a Firmware Upgrade that affects the wireless operation. If yes, update the firmware via USB cable only.  Never wireless.

Additional steps to be taken if you continue to have the problem (if they are posted)…

[georgedn]

My apologies for taking so long to reply to this fix.  I read your entire post and understand why the printer's ip address must be changed to a static address.  The youtube video  "https://www.youtube.com/watch?v=ZEqvUKxWmq4" was especially informative and helpful in understanding the "printer is offline" issue.

That said, I performed the changes listed in your reply as well as in the video.  It worked for about 24 hours which is about as long as the printer stayed onlne  before I wrote my initial post.  After reading your post and watching the youtube video I hopeful that I had gotten the help I was looking for.  I had been instructed to change the ip address in the past but there were several steps I had not seen before, hence, my hopefulness. 

Unfortunately, I am still back at the beginning.  I could manage to live with the problem since I have been for more than a year but I should not have to live with it.  The printer should be availble whenever I need it. 

Please help me if possible.  Let me know if there is anything else I can do or anything I can troubleshoot to help you help me.

[sabretooth04]

Here is the additional information now posted.

Verify again all of the above has been done correctly.

1. Wireless printers only work on the 2.4Ghz wireless band not the 5.0Ghz band.
2. Verify the printer is on the latest firmware by checking with the HP Support site.
3. Check all wireless devices in your home for interference. Check microwaves, baby monitors, wireless phones and wireless alarm systems are a big culprit.  Any of these will knock out your wireless printer intermittently.

In the router: (Refer to your router manual for information) 

* The following makes your router more secure and hack proof

* Keep all wireless devices better connected

1. Use a fixed 2.4G wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest. 
2. Set router 2.4G band to 20Mhz bandwidth only, or 145Mbps depending on router. 
3. Always use WPA2-AES (Personal-PSK) encryption, but you can try ‘mixed’ mode. 
4. Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why, search the web).
5. If you have a dual band router (2.4Ghz and 5.0Ghz bands), make sure the SSID’s are NOT the same, they must be different for all bands including all Guest networks.
6. SSID broadcast must be enabled.
7. Always make sure your router is on the latest firmware.
8. Save all settings. Power off both, wait 2 mins.  Power on router wait 2 mins. 
9. Power on printer and verify it reconnects to router. 

If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 as the Alternate DNS server in the printer.  (Last thing to try in the printer)

If you have Windows 7/8/8.1 is Network Discovery on or off?

1. Control Panel/Network and Internet/Network and Sharing Center/Advanced sharing settings.
2. Under Home or Work (current profile) / Network Discovery.
3. Select "Turn on network discovery" and save changes.

Now the last thing to do once all the above has been tried and you still have the same issue.

Fully de-install and remove the printer and all its software.  Use this program here:

http://www.iobit.com/en/advanceduninstaller.php

When shown use Powerful Scan at the end and delete all registry entries shown for the printer.

Now go back and reinstall the Full Featured Software and Drivers from the HP web site.

Last ditch effort - If your printer has an Ethernet connection, suggest you get some Power Line Adapters and convert your house wiring to Ethernet for your printer.  Remember to turn on the WIRED LAN connection in the printer if you disabled it.

****

Note, if this does not fix the issue, most likey your router is the problem.  Suggest you buy a new high quality router but this is up to you.

[georgedn]

I called my ISP yesterday and went through the settings in your last post and confirmed that all of the settings you mentioned are set in the router.  Today I unistalled/reinstalled the printer software using the iobit uninstaller.  Reset the printer port to TCP/IP.  Moved a wireless phone away from the router and printer.  Moved the  printer away from the router.  The printer stayed online for about 5 hours and it just went offline. 

Would the wireless connection be affected by being in the proximity of other electronics like TV or stereo system?  Is there anything else I can do?

I don't recall what the tech guy at the ISP said about the problem being the router.  I'll call them again tomorrow and ask more specifically whether the problem could be the router.

[sabretooth04]

Let's verify.

What is the starting DHCP address in the router?

What is the ending DHCP address in the router?

What is the static IP address of the printer?

What is the make and model of the router?

However if you have a Gateway (modem+router) device, all Gateway devices are terrible for wireless connectivity.   If it works, it works.  If it doesn’t… 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. 

So yes it can be your Gateway device like your ISP says.  Looks like they know they have issues with it.

[sabretooth04]

Let's verify.

What is the starting DHCP address in the router?

What is the ending DHCP address in the router?

What is the static IP address of the printer?

What is the make and model of the router?

However if you have a Gateway (modem+router) device, all Gateway devices are terrible for wireless connectivity.   If it works, it works.  If it doesn’t… 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. 

So yes it can be your Gateway device like your ISP says.  Looks like they know they have issues with it.

[georgedn]

The starting and ending DHCP addresses are 192.168.0.2 and 192.168.0.240.  Static IP address of the printer is 192.168.0.241.

The router is a Thermocouple MediaAccess TC8717T.  It is a Gateway device (modem + router).  I do not know what you mean by putting it in "full bridge mode".

Tomorrow I'll call the ISP and strongly suggest they they give me separate modem and router devices.  I'd rather not buy my own router so that if the thing goes on the fritz it's theirs to fix/replace and not mine.

[sabretooth04]

Bridge mode means your Gateway device (modem + router) is turned into just a modem only now.  No router functions.  Now you install your own router to the modem (usually LAN port 1), so you have separate devices.

But do what you said and get separate devices.

[georgedn]

Do you think it would help with connectivity to relocate the modem/router device to be right next to the printer?  Now they are 4 - 5 feet apart.

[sabretooth04]

If it's that close might as well use the Ethernet port and try.