HP OFFICEJET 6500A PLUS can't connect to new WIFI router

[ValLili]

Hello from France

I will try to get my best english 😀

I've been using my OfficeJet 6500A plus for several years and it was working until yesterday.

I changed my internet operator and so my internet box (it's one of that new WIFI 6).

I can't get connected to WIFI.

The WIFI signal is OK on my printer, the printer does find immediately the router but when trying to get connected (WPS or WPA key) i finally get an error message telling that the connection failed.

My provider told me I should ask the printer support (but my printer is more than 5 yo so they tell me to come and ask on this forum).

I thought my printer could only connect to 2.4 Ghz and not 5 Ghz but can't disconnect one of them, nore rename them.

And it worked with the previous box so...

Could it be that my printer is no more compatible with this new WIFI 6 generation router ?

My provider tried to disconnect and get me down to WIFI5 but it's the same and does not change anything... and quite nonsense ?

Well if someone cbn help me I will be really grateful !

Thanks in advance.

PS : I must add that I tried to restart the printer and the router several times. And also reset the printer to factory settings

but it doesn't change anything.

On my printer network report I have (will translate it from french) :

- Wifi activated : SUCCESS

- Wifi working : SUCCESS

- SSID network found : SUCCESS

- Security : FAIL

So after, it can't get connected

[ValLili]

Hello !

Could anybody help me please ? I would be very grateful.

Thanks

Valérie

[Jay_G24]

Hi @ValLili,

I'd like to help!

To assist better -

1. What is the security type set on the router?
2.  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?
3. Do you have a USB cable to connect between printer and computer?

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 helping

[ValLili]

Hello

Thank you for your reply (and sorry for my english :-), I'm french)

1. How can I know the security type of my router ? 

If I get connected to the administration platform for that router (I'm not a pro but I can do that ;-)) I can see in the security section that there is no firewall

There are no Port redirection.

The only ooption activated are :

- SIP

- PPTP

- GRE 

(all turned ON)

2. My router is set both to 2.4 GhZ and 5 GhZ

I tried to rename the 2.4 GhZ once to help my printer recognize it and enforce it to connect but i can't change separatly their name (they are both in the same name)

3. I don't have any USB cable to connect to the printer.

In fact it has always worked since we changed this router recently.

Thanks in advance for your help

Valérie

Add : I also see that the Smart WI-FI option is activated on my router, and the explaination given (translated from French) is : 

"Smart Mesh is a feature that automatically directs connected devices to the most appropriate band (2.4 GHz or 5 GHz), for wireless coverage and optimal speed levels"

[Jay_G24]

When using a mesh network make sure they have the ISP router setup in bridge mode. These are more likely to be double NAT errors.

This could be a NAT issue which means multiple routers are handing out IP addresses and causing a conflict. Bridge mode means the router acts as purely an access point and not a router. 

Please get in touch with your ISP

Hope this helps!

[ValLili]

Sorry for my late reply but I was out this week for work.

I'm trying to understand your post but I must admit that : I'm french, and I'm not a specialist so it seems a bit like chinese to me 🙂

My comments :

- What is a "mesh" network (I found the transation but doesn't help me :-)) and how can I know ?

- How can I know if the router is working in bridge mode ?

When I see your last points, I can add :

- The router gives us internet access (fiber) for all the home : to TV decoder, to all our PCs and phones by WIFI

- We have only one router (Wifi 6 generation) : how could multiple routers handling out IP addresses in that case please ?

- If the router acted as purely an access point (and not a router) could it distribute internet by WIFI to all our others equiments as it does ?

Thanks and sorry for my newbee questions 

Regards

PS : I'm back because I called my ISP again anf after doing several tests it still does not work and they say it comes from the printer (that worked before I changed my box). They desactivated the Wifi IPv6 to enforce Wifi IPv4 but it's the same.

I think they also have limited technical skills because they don't help me to give authorization to my equipment or so...

[Jay_G24]

• A mesh network is a group of devices that act as a single Wi-Fi network; so there are multiple sources of Wi-Fi around your house, instead of just a single router.  It multiple access points, also called “nodes.” Each of these access points is like an individual router that your devices can connect to. Each access point communicates with the others and the modem's internet connection
• If the network is set up using a mesh router or you check with your ISP
• If your router has multiple access points and hence different IP address
• The wireless access point does not route anything. It just converts an existing wired network (LAN) into a wireless one (WLAN). A router can be an access point but an access point can't be a router

Hope this helps!

[ValLili]

Thank you for your efforts.

They say everything is OK because it's working for all our equiments (4 phones, differents PCs, TV decoder, etc...) and it's because of my printer.

Can't do more, or just buy a new one if so ...!

😞

[Jay_G24]

Could you check the security type that is set on the router, is it set to WPA/WPA2, WEP, or WPA2/WPA3?

Let me know!

[ValLili]

It's WPA/WPA2-PSK by default

Also I just saw I can unable the SmartWIFI option (which i'M not really OK with because I understand I should loose coverage and speed) 

I tried to but that does not change anything !