Problems with 5g wifi

[Fedup1234]

Recently purchased wi-fi HP printer 6400e.  I have 5g broadband which seems to cause wi-fi to drop out constantly.  HP support advised that 6400e needs 2.4g and I should get broadband provider to separate 2.4g and 5g into two networks.  However, broadband provider refused to advise me on this as it will cause problems with other devices.  Any advice?  There is no option to use an Ethernet cable.

[Dragon-Fur]

@Fedup1234 

Welcome to the HP Community --

The printer supports 2.4GHz or 5GHz -- not at the same time.

If you are running a combined 2.4GHz / 5GHz network, the printer might drop if / when the frequency is switched at the router due to signal strength or any other detected values (devices added / removed?).

If the printer drops off -- or is forced off -- the network when the network changes frequencies, the printer might not find its way back to connect.

The "Lost and I cannot connect" scenario is perhaps why you were advised to set the router to broadcast at both frequencies and to create a separate SSID named network for each band / frequency.  Connect the printer to the SSID named network you want it to use -- either network is fine:  5GHz is faster and 2.4GHz is better with distance and obstacles.

Consider >> Restart All

Restart Everything, including the router that controls your network

Next,

Offline - Known solutions, presented in the order to be completed / considered

  HP printer is offline or not responding - Windows / Mac  

Section “Advanced Troubleshooting” > Solutions specific to Windows / MacOS / HP Smart (Printer Unavailable)

Static / Manual IP address assignment can help.

and

TCP/IP connection type can help stabilize the connection.

And

TKB Article contributed by HP SofiaML

 TKB - HP printer is offline or unavailable

AND

Troubleshoot a Wi-Fi connection to an HP printer 

 HP Printers - Using a Wireless Network Test Report

Details and Examples

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TCP/IP Connection

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Method – Windows - Add printer using TCP/IP

Try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu: TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

Complete any additional information

-------------------- --------------------

Method – Windows - Create TCP IP port (InkJet Printer) - Change connection type

Method - Create / Change-to TCP/IP port

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

Find the printer's IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on the Front panel of your Printer to get the IP address

Next,

Windows 11

Settings > Bluetooth & devices > Printers & scanners > Select Printer > Printer Properties

OR
Control Panel > icon view > Devices and Printers > Right-Click the printer > Left-Click Printer Properties

Tab Ports
Click Add Port

Select Standard TCP/IP Port

Select New Port and follow the instructions
Type in the correct IP address for the printer

Example - How-to “Create TCP Port” Contributed by greenturtle

Video: 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 within the Ports tab (in Printer Properties)”

============================

Printer - Dual Band Network

Less likely just because you likely know your network and how the SSID named networks are set up.

Provided as Review

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

EWS – IPv4 - Check / Adjust the printer connection - SSID named network

Manual IP Address

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section How do I manually assign an IP address to my printer?  Items 1-2

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

EWS_9025_Network_IPv4_Configuration_3

EWS_9025_Network_Wireless_IPv4_Advanced_2

=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

User Guide - HP ENVY 6400e All-in-One series

Videos

 HP Envy Pro 6452| 6455 AiO Printer: Unbox, Setup, Connect to 5Ghz, Load paper, Scan alignment page

 HP Envy Pro 6455: How to set up printer on Win 10 PC with HP full solution software

Technology Tips Video Gallery from our HP Expert greenturtle

 Technology Tips YouTube Video Help for Printers

and

 Technology Tips Envy 6400

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open

HP ENVY 6400e All-In-One Printer series  

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