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Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: Printer Wi-Fi, Connectivity Issues and Offline Status..
Tl_27
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Cannot connect phone/computer to printer

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Envy 4500

I set up my printer and was printing from my computer without issue. One day my computer was no longer able to send documents to the printer. My printer is still connected to the wifi and so are my devices (phone/computer). I have tried restoring default settings, unplugging and plugging back in, setting it up again through the app on my phone and my computer. I was able to connect my phone to it finally and print through the app yesterday. But today when I went to print again from my phone, it said the printer was offline, even though it was still connected to the wifi network with a solid blue light. How can I fix this?

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TEJ1602
HP Support Agent
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@Tl_27, Welcome to HP Support Community!

 

To be able to assist you better, I'd like to know the following-

  • What is the Operating System installed on the computer?
  • Are you using an android or an iOS device?
  • Is there any antivirus/security software on the computer?

Keep me posted.

TEJ1602
I am an HP Employee

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Tl_27
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I tried with my computer, which is a MacBook and my phone which is an iPhone. There was no new security downloaded to my computer when it stopped connecting. 

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TEJ1602
HP Support Agent
HP Support Agent
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@Tl_27

 

To be able to assist you better, I'd like to know the following-

  • Are the printer and PC connected to the same network?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

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 option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

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.

 

Keep me posted for further assistance.

 

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!

TEJ1602
I am an HP Employee

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