5102 Smart Tank will not connect to wifi or stay connected

[sb_5295]

I've only been able to connect this printer to my wifi about 5 times in 6mos. If it does connect, it will not stay connected more than 24hrs. I've just spent almost 2hrs with support. We did all the diagnostics, power down, unplug, reset, all things I've already done many many times. I've tried everything except sing to it. The app is next to useless. Support insisted it was my network. It is not my network, I have many devices connected of all types, all without a problem. Support refused to accept that the printer might be defective. Support refused to get me someone that can replace it. I paid $199 at Walmart. I have far exceeded this amount in just time, frustration and the fact that this printer is useless. I have just ordered and EPSON printer.  

[Sneha_01]

Hi @sb_5295,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Use the WPS method t connect the printer to a network

Refer to - Connecting an HP Printer Using Wi-Fi Protected Setup (WPS)

• Make sure the printer and the Mac are connected to the same wireless network. Either 2.4 or 5GHz 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 networks.
• 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.

• This printer supports WPA encryption, check if the router is on the same encryption method. If using WEP or WPA-PSK+FT change it to WPA-PSK
• 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.

• This printer supports WPA encryption, check if the router is on the same encryption method. If using WEP or WPA-PSK+FT change it to WPA-PSK

Perform a ping test to check the connectivity

1. Obtain the IP address of the printer by printing a wireless test page
2. On the printer control panel, press the Information button and Wireless button at the same time.
3. A Wireless Test Report and Network Configuration Page print. The Network Configuration Page might be up to four pages.
4. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight).
5. Enter “ping” followed by the IP address of the printer. 
6. Press Return. Press ctrl C after 10 pings
7. There should be 0% packet loss, share the results in your next post.

Disconnect the USB cable and try printing using the HP Smart app.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Rachel571 

HP Support

[sb_5295]

I've tried WPS. I've tried everything....

Your reply was very nice and had a lot of info.

However, I think I've already put enough time in to this printer, to outweigh the $200 I paid.

There's obviously something wrong with this 1 unit. It happens....

I just ask that HP send a replacement. I'm happy to return this one. 

Thx

[Sneha_01]

Hi @sb_5295 ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support