DeskJet won’t connect to network

[Krae13]

I have a DeskJet 2852e printer with Instant Ink subscription. Never have had any connectivity issues. I did have AT&T internet air, but in July switched to Spectrum internet with advanced WiFi. They mailed me the modem and router in which I activated myself through the MySpectrum app, and all my devices connected with no problem. Well 2 weeks ago, I wake up to my internet disconnected, called and long story short, my apartments have 2 separate buildings A and B. Both buildings have the same apt numbers. It’s just labeled example: A311 or B311 on the doors. Well somehow they got our services mixed up because someone just moved in same apt in the other building resulting in my service getting disconnected. For some reason to reactivate it, they had to send me a new modem and a new router, whole new network. So I got the new equipment, activated it and didn’t have any problem connecting any of my devices to the new network except for my DeskJet, mind you, it is the same exact modem, It is the same exact router that I had before. It says my printer is off-line. I have tried going through the HP smart app using my Apple iPhone, using my Windows laptop, I have tried using the WPS, WON’T CONNECT! I have even had HP support gain control over my laptop and troubleshoot to see why it would not connect and she told me that it’s because it only connects on a 2.4 GHz and mine Doesn’t split from 2.4 GHz and 5 GHz and I would need to contact spectrum and tell them to split it. I called spectrum told them the problem and he says well, The router that you have doesn’t split it’s combined, but what I can do is put your phone into 2.4 GHz and see if you can set it up that way. So he set up my phone on 2.4 WiFi and I went back in to the HP smart app, set up new printer, it found my deskjet, but when I click on it, my network is still not listed in available networks. So the spectrum person said sorry there’s nothing else I can do! I’m like why did my printer connect to the same exact router that I just had before y’all sent me this replacement one and is the same exact one but all of a sudden it won’t connect?!?! He’s like well. It must be an old router. I said no I just ordered this Internet service in July and then like not even three weeks later y’all canceled it and sent me the same exact modem and router to reactivate under a new network! Again, he’s like there’s nothing I can do! Ugh!!!!! So basically I’m screwed because I can’t connect my   printer to my Wi-Fi so I can’t print and I’m paying for a subscription that I can’t use. I don’t know what to do.

[Max3Aj]

Hello @Krae13, and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

It’s clear you’ve done a lot already, and I understand how frustrating this must be, especially with an active Instant Ink subscription. Let’s walk through a step-by-step solution to get your HP DeskJet 2852e reconnected to your new Spectrum network.

Step 1: Reset the Printer’s Network Settings

This clears any old network profiles and prepares the printer for a fresh setup.

1. Power on the printer.
2. Press and hold the Wireless button and the Cancel button together for 5 seconds until the Wireless light blinks.
   • This resets the network settings.

Step 2: Prepare Your Phone or Laptop

Since your router uses band steering (combines 2.4 GHz and 5 GHz), we need to ensure your phone is temporarily locked to 2.4 GHz during setup.

• Forget the current Wi-Fi network on your phone.
• Reconnect to your Wi-Fi using only the 2.4 GHz band (Spectrum support can help you temporarily split the bands or create a guest network locked to 2.4 GHz).

Step 3: Use HP Smart App to Reconnect

1. Open the HP Smart app on your phone or laptop.
2. Tap “+” to add a new printer.
3. The app should detect your DeskJet 2852e.
4. Select it and follow the prompts to connect to your Wi-Fi.
   • If your network doesn’t show up, manually enter the SSID and password.

Tip: If the printer is detected but your network isn’t listed, try moving the printer closer to the router during setup.

Step 4: Use HP Wireless Setup Wizard (if needed)

If the HP Smart app fails, try using the Wireless Setup Wizard via the printer’s control panel (if available).

HP Guide: HP printer setup (Wi-Fi network) | HP® Support

Additional Troubleshooting

Check Router Settings

• Ensure 2.4 GHz is enabled in your router settings.
• Disable MAC address filtering or access control temporarily.
• Assign a static IP to the printer via router settings (optional but helpful).

Factory Reset the Printer (if needed)

If nothing works, perform a full factory reset:

• Hold Wireless + Cancel + Resume buttons for 10 seconds (varies by model).

Instant Ink Consideration

Once reconnected, your printer should automatically sync with HP Instant Ink.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support