Hp Photosmart 5520 won't connect to new xfinity router (xFI Advanced Gateway) via wireless

[Nsack]

I just upgraded to a new Xfinity Gateway and although all other devices connect successfully, I have been unable to connect my HP Photosmart 5520 printer.  Can you give me any advice on what to do next?  I have tried all of the following and worked with Xfinity as well and they consider it an HP issue at this point.  Here are the things that I have tried:

• Printer has been unplugged and restored network defaults
• I have a dual band router and it is broadcasting to 2 separate channels so I am trying to connect to 2.4
• The wireless network test results report mentions adding the MAC address of my printer so I have added it to the permitted devices on my router
• I've also attempted to connect to the printer via USB to my laptop to see if there are any software updates that I can try to pull in to make it work.

I would like to know if this is impossible for some reason or if there is something else I can try.  The only good outcome right now is that I've went through the printer wifi set up wizard so many times, I have my random letter/number wifi password memorized now.  Thank you!

[Raj_05]

Hi @Nsack,

Welcome to HP Support Community.  

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

If your HP Photosmart 5520 printer is not connecting to your new Xfinity router (xFI Advanced Gateway) via wireless, there are several troubleshooting steps you can try to resolve the issue.

• Restart All Devices: Begin by restarting all relevant devices. Power cycle your printer, router, and computer to ensure a fresh start.
• Check Wireless Settings: Verify that your Xfinity router's wireless settings are correct. Make sure the network name (SSID) and password are entered correctly. You can find this information on the back or bottom of the router.
• Printer Placement: Ensure that your printer is within range of the Xfinity router's wireless signal. Obstructions or distance can affect the connection quality.
• Update Printer Firmware: Visit HP's official website and check if there's a firmware update available for your Photosmart 5520 printer. Keeping the printer's firmware up-to-date can resolve compatibility issues with newer routers.
• Reset Network Settings: On your HP Photosmart 5520 printer, navigate to the network settings menu and perform a network reset. This will clear any previous network configurations and allow you to set up the connection from scratch.
• Reconnect to Wi-Fi: Go to your printer's control panel, access the Wireless Setup Wizard, and try to reconnect it to your Xfinity router. Make sure to select the correct Wi-Fi network and enter the correct password.
• Disable MAC Address Filtering: If your Xfinity router has MAC address filtering enabled, temporarily disable it to see if the printer can connect. If the printer connects successfully, you can then add the printer's MAC address to the router's allowed devices list.
• Check Wireless Mode: Some older printers might have compatibility issues with newer router wireless standards. Check if your router supports both 2.4 GHz and 5 GHz bands and try connecting the printer to each one separately.
• Firewall/Antivirus Interference: It's unlikely, but in some cases, firewall or antivirus settings on your computer could interfere with the printer's connection. Temporarily disable them to see if it makes a difference.
• Temporary Direct Connection: As a last resort, you can set up a temporary direct connection between your printer and computer using a USB cable. This will allow you to print while you troubleshoot the wireless connection.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support