Why won't my HP Envy 5000 stay connected?

[WeAreTheCarlson]

I am having to reset my printer anytime I want to print. It only started about 2 weeks ago to do this. I work from home, so having this happen each time is frustrating.

Why is this happening? What can I do to stop this from happening? 

[Kumar0307]

@WeAreTheCarlson, Welcome to the HP Support Community!

• How far is the printer located from the WiFi router?
• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
• Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.
• The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold the option key on your keyboard and click the WiFi icon to get detailed information.
• You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot and share it in your next post. Press the space bar when the icon turns into a camera.

For now, let us try these steps : 

Restart your Network devices

1. Turn off the Router, Printer, and the MAC/ mobile devices.
2. Wait for 60 seconds.
3. Turn on the Router first and wait for all the lights to stabilize.
4. Turn on the printer and allow it to configure itself.
5. Turn on the MAC/ mobile devices.

Update the printer firmware

Click here to download and install the latest firmware from your MAC.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[WeAreTheCarlson]

@Kumar0307 I completed all of the steps you said. The status has not changed at all. There were no updates needed with the firmware. My MAC is up to date on the software as well. 

The printer is just down the hallway from the router and was working just fine for a few months before this started to happen. We are also only connected to the 2.4 wireless and our two wireless names are different from one another.

What can I do now to get this fixed?

[Kumar0307]

@WeAreTheCarlson

Let us perform a PING test to check the connectivity between the printer and the MAC

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post

Also, there might be updates available for your router for better performance. Check with your Internet service provider.

Keep me posted.

[WeAreTheCarlson]

Let us perform a PING test to check the connectivity between the printer and the MAC

1. IP AddressL 192.168.0.6
2. Results are: 10 packets transmitted, 0 packets received, 100% packet loss

[Kumar0307]

@WeAreTheCarlson

PING test shows that there is no connection between the printer and MAC.

• The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold the option key on your keyboard and click the WiFi icon to get detailed information.
• You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot and share it in your next post. Press the space bar when the icon turns into a camera. Kindly share it on your next post.

To connect the printer wirelessly to your network, refer to this document.

Keep me posted.

[WeAreTheCarlson]

Here is the screenshots of the WiFi accounts. The one with the options is the one that is connected to the printer.

[TEJ1602]

@WeAreTheCarlson

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Also, 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.

Reconfigure the wireless settings

1. From the home screen of your printer control panel, touch the Wireless icon .

2. Touch the Setup icon .

3. Touch Restore Network Defaults or Restore Network Settings, and then touch Yes to confirm your selection.

4. After the default network settings are restored, touch the back arrow, touch Wireless Settings, and then touch Wireless Setup Wizard.

   The printer searches for available networks.

5. Touch the name of your wireless network.

6. If your wireless network does not display in the list of wireless networks, touch Enter New Network Name, and then type the name of your wireless network.

   note:

   Type the exact network name, including any uppercase and lowercase letters.

7. Type the WEP or WPA key (network password), and then touch Done.

   If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

   Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

Perform a ping test again, if there is no packet loss- try printing.

Keep me posted 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!

[WeAreTheCarlson]

I am still getting the same results after this:

10 packets transmitted, 0 packets received, 100.0% packet loss

[WeAreTheCarlson]

Now it is not printing at all.