Can't print sometimes

[CleteGraham]

Ever since I replaced the Xfinity gateway I am sometimes unable to print from two different computers. I've used the HP Print and Scan Doctor and it eventually recommends cycling power on the router and computer. Rebooting the computers always solves the problem - but that is sure inconvenient.

[Nal_NR]

Hi @CleteGraham,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand how inconvenient and frustrating it must be to deal with intermittent printing issues, especially when restarting devices is the only temporary fix. Let’s work on a solution to make your printer setup more stable.

• Are both computers and the printer connected to the same network (Wi-Fi or Ethernet) after replacing the Xfinity gateway?
• Does this issue happen after the computers have been idle or asleep for a while, or is it random?
• Have you verified that the printer has a strong and stable connection to the new router?

Let's try these steps. 

Reconfigure Printer’s Wi-Fi Connection

• On the HP ENVY 4520 touchscreen, go to Setup > Network > Wireless Setup Wizard.
• Reconnect the printer to your new Xfinity gateway. Ensure it connects to the correct network and not a guest or 5 GHz band if your router is dual-band.

Assign a Static IP Address to the Printer

• Access the printer’s IP address in a web browser to open its Embedded Web Server (EWS).
• Go to the Network tab and assign a static IP address to the printer to ensure it doesn’t lose connection after the router cycles.

Set Printer as Default and Check Driver

• On each computer, ensure the printer is set as the default device in Devices and Printers.
• Update the printer driver by downloading the latest version from the HP Support website.

Adjust Router Settings

• Log in to your Xfinity gateway’s settings.
• Ensure that the printer is listed as a connected device.
• If needed, disable any Wi-Fi isolation or firewall settings that might block communication between devices on the network.

Prevent Sleep or Power-Saving Issues

• On the printer, go to Settings > Preferences > Power Management and disable sleep mode or extend the inactivity time.
• On the computers, ensure the network adapter settings are configured to Stay Connected during sleep:
  • Go to Device Manager > Network Adapters, select your adapter, and disable Allow the computer to turn off this device to save power under the Power Management tab.

You may also refer to these documents below. 

Troubleshoot a Wi-Fi connection to an HP printer

Wi-Fi connection is lost after router or network settings change

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[CleteGraham]

Thanks, Elohi. This was helpful but ultimately did not solve my problem. In answer to your questions:

• Are both computers and the printer connected to the same network (Wi-Fi or Ethernet) after replacing the Xfinity gateway? Yes.
• Does this issue happen after the computers have been idle or asleep for a while, or is it random? It's random.
• Have you verified that the printer has a strong and stable connection to the new router? Yes.

I have two other computers on the same network that are able to print. One is my wife's. She doesn't print much but has never had a problem. The other is my Surface Pro. I occasionally have a problem printing from it. But I have a 50% failure rate from my Lenovo ThinkPad. 

I tried all the steps you suggested except Adjust the router settings.  I don't know how to do that.

Clete

[Nal_NR · Accepted solution]

Hi @CleteGraham ,

Thank you for performing the recommended steps, I see that it has not helped. 

Let's perform a semi-full reset to restore the printer back to its original settings and see if that helps. 

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.