HP Envy 7830 prints fine from computer but not phone or laptop

[APTMC]

• After switching internet provider the printer no longer prints from an iPhone or iPad but does from an iMac. When I do try it says the printer is offline or no AirPrint printers can be found yet it’s logged in to the new WiFi .
• I’ve run through everything the virtual agent suggests but no resolution.

[Jay_G24]

Hi @APTMC,

I'd like to help!

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and devices connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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 helpin

[APTMC]

Hi there,

Thanks for replying!

The printer has no real obstructions to the router and worked fine on the old router so physically it's ok.

The old wifi used to be dual-band but this is single and the devices are all logged on fine.

Printing from my desktop works as normal but my son discovered that we can print fine through the HP Smart app but that air printing / direct printing from phones or tablets just doesn't work. The devices seem to have stopped communicating.

The wifi switch was from Virgin to BT, don't know if that matters?

Thanks.

[Jay_G24]

Try the below suggestions-

Try updating your Ios and printer firmware-

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update ios, try these steps -Update your iPhone, iPad, or iPod touch

Restart your phone  and printer

Print from your Apple device

Print documents, photos, and web pages from iPhone and iPad apps with a print feature.

1. Make sure the printer is turned on, cartridges are installed, and the paper you want to print on is loaded in the correct paper tray.

2. Open the item you want to print, and then tap the Share icon ( or ).

3. Tap Print or the Print icon .

4. Select your printer, and then change print settings such as paper size, number of copies, or page range. Available settings depend on the app you are printing from, the print job type, and your printer.

5. Tap Print.

Keep me posted!

[APTMC]

Hi there,

Printer is up to date as are all the phones / tablets / laptops. Tried restarting and still no connection between any of them....

[Jay_G24]

Make sure phone data is turned off, and then try printing?

Are you printing using AirPrint or HP Smart?

Let me know!

[APTMC]

• It prints fine using HP Smart but any attempt at printing via AirPrint the printer can’t be found or is said to be offline. 
  
  
• Tried turning off mobile data, no change.

[Kumar0307]

@APTMC

If you are able to print using HP Smart app but not via AirPrint, it means the printer and the iOS devices are connected. Airprint is a native printer driver from Apple.

Are you sure you are able to print via HP Smart app from iOS devices? Try again.

Kindly refer to this document - HP printer setup (Apple AirPrint for iPhone, iPad)

Let us know how it goes.

[APTMC]

Hi there,

Yes we've all printed from our iOS devices using HP Smart. Checked the setup link and all this is fine as far as I can see but we can't print directly (i.e. just the regular print function).

Thanks.

[Kumar0307]

@APTMC

Ensure your iOS device is up to date.

Kindly perform step 2 from this document - A 'No AirPrint Printers Found' Message Displays (iOS)

If the issue persists, perform steps 4 and 5 from this document. 

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day!