Envy 7134 will not connect to my wifi network

[screenname2000]

I am trying connect up a brand new Envy 7134 to my wireless network but it won't connect. The network is a TP-Link Deco M9 mesh network.

When I first tried to connect I used the HP Smart mobile app. It went through the motions of connecting ('Printer found', 'Printer configured') but each time it got stuck at the 'Joining the network' stage. If I try it now it doesn't even get that far; on clicking 'Add printer' it says 'searching' for a while and then asks me to connect via the printer's own wifi network.

If I try to connect HP Smart on the Mac it searches for a while, says it can't find a printer and asks me to click 'Set up a new printer', so I select 'Wireless' from the options, follow the instructions for a manual set up but although it finds my wifi network it shows 'no security' on the 'Confirm settings' page, even though the network is actually encrypted. It then tries to connect for a while and fails every time.

If I disable my wifi encryption it connects but when I enable encryption again it cannot connect. At no point has it asked me for my wifi password.

I have wasted an entire afternoon and evening trying to sort this. Not a happy customer.

[Techoxin]

Try 2.4GHz frequency.

If your Wi-Fi has 2.4GHz and 5GHz with the same name and password, change the 2.4GHz SSID and password through the router page, or turn off 5GHz while configuring the printer on Wi-Fi.

Connect PC to 2.4GHz, and make sure it's on the Private network.

Run HP Easy Start to configure the Printer on Wi-Fi now.

[screenname2000]

Thank you for your reply.

My network does have both 2.4GHz and 5GHz, so I disabled the 5GHz as advised and tried to set the printer up in the HP Smart app, first on the Mac, which failed to find the printer, and then from my iPhone, which also failed to find the printer.

Finally, I tried to connect the printer manually using the Wireless Setup Wizard on the device, but once again this recognised the network but couldn't connect and as yesterday, it didn't ask me for the wifi password.

[Techoxin]

Restore Network Settings from the Printer screen. Setup > Network Setup > Restore Network > Yes

The printer will be now in Setup mode, re-run the HP Easy Start now.

[screenname2000]

OK, so I disabled 5GHz again and tried as you suggested and this time the app finds the printer and goes to the 'Connecting the printer Wi-Fi' page, shows 'Printer found' and then 'Printer configured' but then fails at 'Joining the network', with the message 'Cannot connect the printer to W-Fi'.

This is exactly what I experienced originally, so we are back where we started.

[Techoxin]

Restart your router/modem.

[screenname2000]

OK, I just tried that and it makes no difference.

When I click 'Add Printer' in the app and then select the printer, why does the following page, 'Connect printer to Wi-Fi',  have a field 'Enter the Wi-Fi network password to connect' that is greyed out? If I could input the wi-fi password then presumably that would solve the problem.

[screenname2000]

Is that it then, no more suggestions?

I'll send the printer back.