תקלת חיבור לרשת אלחוטית במדפסת 615 משולבת

[Keren72]

Hello. I am reaching out to you with a request for help. My name is Keren Or and today I volunteered to help a family in my community install an HP 615 inkjet all-in-one printer. I sat with the helpless woman for two hours and we tried every possible way to connect the printer to the computer. With a network cable it worked great but with a wireless network connection it is not possible to print. We tried on several laptops and also on a cell phone and the printer is unable to receive the print command even though it is connected to the home network. We have rebooted all the computers and the printer. We have removed the printer's device and reinstalled it, we have downloaded the HP Smart app and despite all our efforts the computers and phones are unable to recognize the printer on the wireless network. This dear woman is approaching 80 years old and paid close to 1000 shekels for the printer and is afraid that she will have to throw it in the trash. I promised her that I would try to help her as much as I could and this is where you come into the picture. When she turned to you for help, you told her that the printer was not registered with you and therefore you did not agree to help her solve the problem. From a check I conducted online regarding this specific model, I discovered that quite a few customers had complained about a similar problem and even mentioned that HP was not really enthusiastic about providing them with support. I would like the opinion to change for the better and therefore ask for your support in solving the problem or replacing the product with another, working one. I would be happy if you would call me back at (Phone number removed). Best regards, Keren Or 🙏☀️

[VikramTheGreat]

Hi @Keren72,

Welcome to the HP support community.

I understand you have trouble using the printer with the Wifi on the PC, to help you better, please do share the Serial number of the printer so I can try to check if the model supports wifi printing or not, and accordingly I can try to get more help.
 

Please help us with your HP unit serial number or the product number on a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

VikramTheGreat

HP Support
 

[Repairatrooper]

Many HP printers are/were built with older generation 5Ghz chipsets which can prove problematic with current 5Ghz networking equipment. That said, there are a few ways to mitigate the issue.
1. check to see if your printer network settings allow you to turn off the 5Ghz communication. This would be under network settings.
2. Check the settings of your router. Many newer routers allow you to restrict device connections to 2.4Ghz, which will stop the device from trying to communicate on the incompatible 5Ghz band.
3. If your router does not offer restrictions, the other method to limit the printer to only connecting to the 2.4Ghz channel is to configure the 2.4Ghz channel of the router to a unique SSID. (often the default from factory has both 5Ghz and 2.4Ghz using the same SSID). Then only configure the printer to connect to the SSID associated with the 2.4Ghz channel. As the steps are different depending on vendor it is impossible to layout all the steps for every product here. The supplier of your wireless should be able to assist.