Can't connect nor ping a LaserJet m255DW despite showing as "online" in the HP app

[mrzach93]

I have an HP LaserJet Pro M255DW that has worked flawlessly. It not consistently drops from Windows machines despite having a static IP and all devices on the same network + subnet. HPSmart can find the device, shows it as "online" but when attempting to add to Windows it immediately disconnects. There is no VPN involved. I've uninstalled all drivers and started all over as a "new installation" but can get past the errors in HP Smart. Any ideas would be greatly appreciated.

[Raj_05]

Hi @mrzach93,

Welcome to HP Support Community.  

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

Troubleshooting printer connectivity issues can be a bit complex, but here are some steps you can take to try and resolve the problem.

Check Network Connection:

• Make sure the printer and the Windows machines are connected to the same network.
• Confirm that the static IP address is correctly configured on the printer, and there are no IP conflicts.

Firewall and Security Software:

• Disable any firewall or security software temporarily on your Windows machines to check if they are causing interference.
• Ensure that the printer's IP address is allowed through the Windows firewall.

HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor from the official HP website. This tool can help diagnose and resolve common printing problems.

Update Firmware and Drivers:

• Ensure that your printer has the latest firmware installed. Check the HP website for firmware updates for your specific model.
• Download and install the latest printer drivers from the HP website on your Windows machines.

Reinstall HP Smart:

• Uninstall HP Smart from your Windows machines and reinstall it. Make sure you are using the latest version of HP Smart.

Clear Printer Queue:

• Open the printer queue on your Windows machine and clear any pending print jobs.

Reset Printer:

• Try resetting the printer to its factory defaults. Refer to the printer's manual for instructions on how to do this.

Network Troubleshooting:

• Use network troubleshooting tools to check for any issues on your network.
• Consider restarting your router or switch.

USB Connection:

• If possible, try connecting the printer to one of the Windows machines using a USB cable. Check if it works over USB to isolate the issue.

Check Event Viewer:

• Check the Windows Event Viewer for any error messages related to the printer. This might provide additional information about the cause of the disconnect.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support