HP Envy Pro 6400 keeps repeatedly going online and offline

[soymilk]

I just decided to start using the wireless option in my printer, but it doesn't work very well. The printer will be online, I'll start printing a document, and then it will go offline mid-print (ruining the queue and making me waste a bunch of paper/ink), even though the internet connection is strong. I've tried going back to offline printing but now that doesn't work either.

Any help? Thanks.

[Betty0610]

@soymilk
 

Welcome to the HP Support Community.

I'd be happy to help.

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[soymilk]

Hi Betty, thank you for your reply. We did everything you said but, when it managed (only once) to connect to the wifi, the original problem presented itself again. A page was printed in which it says it's connected to my network but not to the internet.

Of course, I did again what you suggested in the same order but now the problem is that when I try to connect the printer to the wifi the computer is connected to, it gets stuck on "sending network information" and the wifi of my laptop connects to a "hp starter" network that, of course, has no internet connection whatsoever. I tried on mobile but it keeps giving "unexpected errors" during installation. 

I am trying again, so I'm going to report exactly what I'm doing and what's going wrong.

The following are the steps that you suggested and how I did them, just in case I did anything wrong (feel free to skip them):

1. I already have HP Smart, so that's not the problem. 
2. I tried using HP Scan and Smart Doctor, but it doesn't find the printer. It only finds the Direct Option. It connected to Direct. Printed a page to check if it worked. HP Direct works, but it was not the original problem. Clicked "Forget WiFi Network" on my network settings so that my pc doesn't connect automatically to HP Direct.
3. Opened App and Features > Doesn't find the printer as installed, but finds HP Smart > I uninstalled HP Smart. 
4. Removed both (I am guessing one is the USB one and the other one is the WIFI one) instances of HP Envy Pro 6400 in "Devices and Printers". 
5. Opened the printer server properties window. Clicked on Driver. Clicked on HP Envy 6400 series and clicked remove. Option "remove only driver" is selected. Clicked OK. Window appeared, asking confirmation, clicked Yes. Printer is not shown anymore in the list. Closed the window.
6. Opened c:/programdata, went to HP folder, removed HP Pro 6400 Series folder, and HP Pro 6400 folders in HP MD folder.
7. Restarted my pc.
8. Installed HP smart again (no other option to directly install the driver).

The following are the problems that now keep arising:

9. No Printer is shown in HP Smart, which I guess means I did everything right. Clicked on "Add a printer". Didn't find printer, printer shows only dark blue lights moving. Turned off and on printer. Tried again, purple lights moving, printer is now found.
10. Initiated installation process. Manually inserted WiFi password. Clicked "Connect".
11. PC connects to network "HP=Setup<6A_ENVY Pro 6400 series", disconnecting therefore from my WiFi network. It gets stuck on "sending network information" as there is no network. Tried to connect to my network again, but it keeps automatically connecting to this other HP network, no matter what I do (forget network, deactivate "automatically connect" etc). It's now been stuck on "sending network information" for 10 minutes, nothing happens.
12. Force-closed the HP Smart app.
13. Trying now on mobile. Pop-up saying to click on the "Info" button to confirm proximity > clicked on "Info" button. Ip-Address confirmed. Purple light goes away, now there's only steady light blue light.
14. Mobile HP Smart app confirms connection is there, immediately followed by a pop-up that says "The printer couldn't be reached". Clicked "Try again". Same pop-up, kept trying. Same pop-up again and again. Stopped trying.
15. WiFi icon on printer is turned on and steady, yet it's not found on HP Smart on my pc. I tried the installation process again, but same problems from Step 11 arose again.
16. "Info" and "Cancel" icons are on, but nothing happens on my screen. I closed again HP Smart.
17. WiFi icon is now blinking again. Nothing works. On mobile phone the printer is shown as offline. There are blue lights alternated with an orange light coming from the printer. 

We're going crazy trying to fix this. Any other suggestions?

[Betty0610]

Let's reset the network settings on the Printer:

On the back of the printer, press and hold the Wireless button for at least three seconds.

Once done, connect the Printer to the Wi-Fi.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!