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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

HP Officejet Pro 8620
Microsoft Windows 10 (64-bit)

My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless. This is on the same router.  If I restart the printer access is restored.

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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

@RCP45,

 

Thank you for posting your query on HP Community,

 

It's recommended to have the laptop network set to 2.4 GHz. 

 

Let's try these steps here: 

 

Let's try to Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

  1. Download HP Print and Scan Doctor.

  2. Run HPPSdr.exe from the download location on your computer.

  3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

    • If your printer in not in the list, turn it off and on, and then click Retry.

    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

  4. If a screen prompts you to turn on printer updates, click Yes.

  5. If a screen prompts you to make your printer the default printer, click Yes.

  6. Try to print. If the printer remains offline, continue to the next step.

This should normally take care of the issue. If the issue persists, I would suggest here is to update the printer firmware - If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware.

Once done, restart the printer.

 

Once the printer is connected to the network, then assign a static IP to the printer:

  • Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
  • Type the IP address on your web browser to obtain the printer EWS page on your computer.
  • Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
  • Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
  • Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
  • Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Create TCP/IP Port: 

 

1. Search Windows for devices, and then select "Devices and Printers" In the list of results.

2. Right-Click the name of your printer, and then select Printer Properties.

3. Click the Ports tab, click on "Add port" select "Standard TCP/IP Port" and click "New Port"

4. Click next on the Add Standard TCP/IP printer port wizard, enter the printer IP address and click next and then click on "OK".

5. Now under the "Ports" tab you will find the newport with the printer IP address, click "Apply" and "OK".

6. Restart the computer.

 

Let me know how it goes for further assistance. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Jeet_Singh
I am an HP Employee

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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

Yes, I have already found that putting everything on the same 2.4 network helps, but otherwise, things have gone downhill. I can no longer do an install over the network -- the install process recognizes my printer to a point, early on in the process, but then says it can't finish (graphic with the big red X in the middle). I now do the install using The Windows "add printer" process and that works just fine. It is happy with finding the printer over the network. Itis only HP's own install process that gives me trouble.

 

Using the Windows add printer process does not set up "scan to computer" but the EWS allows me to do a Webscan and that's good enough.

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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

@RCP45,

 

Let's start off by running Windows update troubleshooter: 

Download and install the troubleshooter from this link.

 

Now try to perform Windows Updates - 

 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

 

I suggest you uninstall the printer drivers from the root level and then reinstall them by following the below steps:

  • Press “Windows key” + “r” to get the “Run” window.
  • Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
  • Now again open "Run" - Type “spool” and OK - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  • If the issue persists, also try clean installing the printer drivers. Here are the steps:
  • First, unplug the USB cable from the printer if present.
  • Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.
  • Please click here to download and install the full feature software for this printer. 
  • In the connection type window, select “Wireless” and follow the on-screen instructions to complete the installation.

For more details, you may refer to this support document for - HP Printers - 'Unsuccessful Network Installation' Error (Windows)

 

Let me know how it goes for further assistance. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Jeet_Singh
I am an HP Employee

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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

Jeet,

 

I will be out of commision for a few days but will come back to this.

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HP Support Agent
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My 8620 all-in-one is no longer accessible if I move my laptop from 5g wireless to 2.4g wireless.

@RCP45,

 

Please take your time out and follow the steps suggested and get back to us with the results for further assistance. 

 

I'll be awaiting your response and would be glad to help.

 

Thank you 😀

Jeet_Singh
I am an HP Employee

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