NOT CONNECTING TO WIFI

[Ruthie59]

I am trying to set up the printer, the control panel got stuck on 'load paper', and I cannot now connect to the wifi. The app has found my printer but it says it cannot connect, I am resuming when it got jammed I hadnt connected the printer to the wifi, now I can't get off the screen to go back to the start, anyone else had this issue?

[A_Gayathri]

Hi @Ruthie59,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP Envy 6120e printer got stuck on the "load paper" screen, which may have disrupted the setup process, especially the Wi-Fi connection step. Here's how you can address the issue:

Power Cycle the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 30 seconds, then plug it back in and power it on.
• This will reset the printer, and it may help clear the stuck "load paper" message.

Clear Paper Jam (if applicable):

• Check if there’s any paper stuck inside the printer, even if it wasn't obvious at first. Open the paper tray and scanner area to make sure nothing is obstructing the printer’s mechanism.

Restart Wi-Fi Setup:

• If the printer is still stuck on the "load paper" screen, you might need to start the Wi-Fi setup process over again.
• On the printer’s control panel, hold the Wireless button (or look for the Wi-Fi icon) and Cancel or Resume button together for 5-10 seconds. This will reset the network settings and allow you to reconnect to Wi-Fi.

Use HP Smart App to Reconnect:

• Once you reset the Wi-Fi, open the HP Smart app on your phone or computer.
• Select your printer and follow the instructions to set up the Wi-Fi connection again. The app should guide you through the process.
• Make sure you’re connecting to the correct Wi-Fi network (ensure the printer is within range of the router).

Manual Network Reset (if necessary):

• If the steps above don’t work, you can perform a factory reset on the printer.
• This will erase all network settings, and you can start the setup process from scratch:
  1. On the printer’s control panel, tap Setup.
  2. Go to Network or Wi-Fi Setup.
  3. Select Restore Network Settings or a similar option to reset the network.

Once the Wi-Fi reset is complete, try reconnecting again using the app or the printer's Wi-Fi setup screen.

I hope this helps. 

Take care and have a good day.

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