Envy 5540 connected but offline

[teiafra]

Probably due to a spike of the power supply after a short black out, the printer is claimed to be offline, although it is assigned with its IP address and connected to Wifi.

The printer replies to ping fired from the router, it shows on the display the IP address, the same given and shown in the router's device inventory all the time. I printed out a configuration report and everything is marked ok. Thus I am very confident it is wifi connected. But it stays unreachable from any device Windows, MAC, Android attached to the same wifi. HP scan and doctor utility also is not able to communicate with it. HP smart app on Android is the same: I removed the printer and now I can not configure a new printer any more since it does not find it. Embedded web server is also unreachable from the lan. The ePrint service works instead, so a job received from outside on the printer email address is executed.

I powered off for few minutes and on a couple of times with no results. I suspect IP level is ok but some processes on upper level is stucked.

I wonder if a restore factory settings or full reset may solve but I am an Instant ink customer and I am worried to infringe the contract somehow.

Please help me.

[teiafra]

For sake of clarity I summarize all the attempts done till now, mostly unsuccessful:

• power off-on the home router as well as the printer
• delete and reconfiguration of the printer's wireless settings (wifi/psw)
• print out of current configuration settings: reported IP address matches the one assigned by the home router
• 3 pings sent from the home router towards the printer are replied 
• embedded web server (URL targeted corresponds to the IP address) is unreachable
• HP Print and Scan doctor is unable to communicate with the printer

I found an hidden service menu that provides a Semi-Full reset: I'd like to but I did not try because afraid to violate the HP Instant Ink agreement. I ask to somebody of HP Support to authorize me to do this full reset as a last remedy without corrupt the Instant Ink service.

[Kumar0307]

@teiafra, Welcome to the HP Support Community! I’m here to help.

I understand the printer is not connected to the network. I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

If you perform a semi-full reset, the printer has to be re-enrolled in Instant Ink.

• Make sure the printer and the devices 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.
• Check if the router has a firewall or check for any pending firmware updates.
• Make sure MAC address filtering is not enabled on the router.
• Also, change the channel number on the router and check if that helps. You may choose between 1, 6, and 11.

Which version of macOS are you using?

Keep me posted for further assistance.

[teiafra]

Thanks Kumar.

I am a bit reluctant to make changes on my home router not to affect the rest of connected devices, like splitting the WLAN on 2.4 and 5 GHz as you propose. Before the blackout the printer worked fine also with WLAN sharing. 

I agree that apparently it looks like some filtering prevent the internal IP traffic  to reach the printer, but I confirm there are not ACL on the router that block the forwarding.

The fact that Embedded Web Server is unreachable made me thinking the issue is more on the printer rather than outside.

My fear is that resetting the printer will mess the Instant ink service as well:

If I go for a full- reset, can you tell me how to enroll again that printer to restore Instant Ink on my existing account?

I  also add that the printer works fine via USB cable and execute jobs got from its email of ePrint service. 

[Kumar0307]

@teiafra

In this case, it is better to take help from an Instant Ink support agent from HP. They will help you to resolve the issue and the last step would be to perform a reset. Once the reset is complete, he will also help you to re-enroll the printer so that you do not miss out on the Instant Ink service.

Kindly contact the Instant Ink department in your region for assistance. The contact information can be found on the home page of Instant Ink. Click here

Keep me posted for any other assistance.

[teiafra]

@Kumar

Thanks, I finally was able to contact the local support of Instant Ink (in Italy).

They explained that are receiving a lot of similar tickets, caused by a bugged FW version of the home router (supplied by one of the italian ISP) that seems to stop internal traffic between devices. Any device is able instead to reach the Internet.

According to them, this is the reason why from any PC/Mac/Smartphone the printer looks like unreachable (as well as its internal EWS) while instead the jobs sent via ePrint service (so from outside) are honored by the printer. 

So now I'm going to chase my ISP hoping to solve finally 😞

[teiafra · Accepted solution]

Yes, definitely the local HP technician was right.

The root cause comes from the ISP's router that has a bug.

I post here a workaround that solves the misbheavior, to be used as temporary solution waiting for a fix of the bugged firmware of the router.

https://community.tim.it/t5/MODEM-ROUTER/Stampanti-Wi-Fi-non-pi%C3%B9-riconosciute-dal-modem/m-p/243...

The manouvre descibed in the forum was succesful also in my case. 

Thanks also to Kumar

[Kumar0307]

@teiafra

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!