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‎09-17-2019 03:45 PM

HP Recommended

@WeAreTheCarlson

 

100% packet loss says that there is no communication between the printer and the computer.

 

Check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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‎09-17-2019 04:14 PM

HP Recommended

So I was just on the phone with Joshua and he was able to get it all connected again; he had changed the IP address on it and I was able to print 2 documents without resetting. When I just went to do a ping test, the same results came up again.

 

I am now really frustrated that this continues to happen after this conversation and after being on the phone. I need this to be working smoothly as I work from home.

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‎09-17-2019 04:26 PM

HP Recommended

@WeAreTheCarlson

 

Do you have internet security software installed? Please disable and test.

If the issue persists, try creating a new user account and perform the ping test.

 

This will help us isolate the issue further.

 

Keep me posted.

 

TEJ1602
I am an HP Employee

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‎09-17-2019 05:17 PM

HP Recommended

I called again, and spoke with another rep. She changed some settings on our router and printer and it seems to be working now. She stated that it is a setting issue with Spectrum and was able to change them. It seems to be working, but I will be in contact if it arises again.

 

THANK YOU!

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‎09-18-2019 08:12 AM

HP Recommended

@WeAreTheCarlson

 

That's great! Happy to hear that.  

 

If you need further assistance feel free to reach out to us.  

 

Have a great day ahead!

TEJ1602
I am an HP Employee

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‎09-18-2019 06:48 PM

HP Recommended

Just tried to print something and it will not print and says that the printer is idle.

 

The error message is back and it is not printing again. It is coming back with the 100% packet loss again.

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