HP Officejet 6830 keeps disconnecting from mesh router WiFi

[AnnaSassin]

We installed a new mesh router several weeks ago (Meshforce M3). Since then, our HP OfficeJet 6830 has been only intermittently connecting to the router. When I attempt to connect, the printer can find the WiFi network, and I enter the password; it "thinks" for several minutes and then gives the error message "unable to connect to the network," and the blue WiFi light is blinking. When we try to print, we can see that the status of the printer is "Offline" or "Error."

However, sometimes the printer will randomly connect to the network and print everything in the queue. 

I have tried all the obvious things: Unplugging/plugging in the router, unplugging/plugging in the printer, making sure Wireless is "on" in the wireless settings on the printer, updating the HP Print and Scan doctor software, running the troubleshooter in the printer software ("cannot find the solution"), running the Windows network troubleshooter, making sure the printer drivers are updated, making sure the network adapters are updated, making sure Windows is updated, making sure my printer management software is updated, making sure the Meshforce app is updated, making sure my iPhone is updated (the "MyMesh" app is for mobile devices only), making sure location services is turned on in the app, and enabling the "Smart Assistant" (needed to connect devices using 2.4GHz).

I have also tried changing the IP settings from Automatic to "Manual (static)" and entering the IP address of the printer; and the subnet mask, default gateway, and DNS address of our WiFi network. I get an error that says "default gateway is incorrect, please re-enter." [I entered IP address 192.168.223.1, subnet mask 255.255.255.0, default gateway 192.168.39.1, and DNS address. I found the last 3 items by issuing the command 'ipconfig' from my PC.]  I noted that one of the times the printer spontaneously connected to the network, it had the IP address 192.168.39.124. 

When I print a wireless network test page from the printer, it says "Your HP printer is unable to connect to your wireless router. MAC address filtering may be enabled on your wireless router which can prevent your HP printer from connecting to your wireless network during setup." I contacted the MeshForce helpdesk to see how I can disable MAC address filtering or enter the MAC address of the printer so it is a 'permitted device.' Their reply was "We are sorry that there is no such filtering enabled feature in our mesh router, if you couldn't connect the printer to Internet wirelessly. You can choose using ethernet cable to wired connect mesh LAN port to printer."

Please advise as to how I can reliably connect our printer to our router. I could connect my computer to the printer via USB, but that doesn't help the other 3 people in my house who use the printer. I thought the MAC address filtering issue might be a show-stopper, but then why does the printer connect _sometimes_?

[TEJ1602 · Accepted solution]

@AnnaSassin, Welcome to HP Support Community!

I see that the printer does not connect to the network, use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[AnnaSassin]

Just to clarify - the solution given didn't fix my printing problem. (Although the section on IP addresses looks promising; there are no instructions for this step for Windows 10 though.) Here is how I (somewhat) fixed my printing problem. I say "somewhat" because it still pops in and out of connection to our router, but lately it has been more "in" than "out." 

Here is what I did:

1) I removed all trace of the printer from my computer. I deleted all printer software (under Settings > Apps and Features, click on the program, choose "Uninstall"), other printer utilities (print & scan doctor, etc.), and the printer drivers (Device Manager  > Click the ">" next to Printer to expand, Right click on the driver, then choose Uninstall Device). I also went to Settings > Printers and Scanners, clicked on the offending printer, and chose "Remove Device." Then I deleted everything in my recycle bin, and deleted all temp files/cookies (Settings > Control Panel > Network and Internet > Delete browsing history and cookies; choose Delete button, choose Delete Button again, choose OK.) Then, for good measure, I restarted my computer. 

2) Next I followed all the instructions to add my printer to my computer as a USB device. (This was my last-ditch effort to get the printer to work at all since it kept disconnecting from the router.) When prompted, I plugged in the USB cable (connects the USB on my computer to the top internet port on the back of the printer. (Don't use a USB to USB cable, connecting the computer to the USB internet port on the front of the printer. This won't work.)

Strangely - not only did the USB connection to my computer now work, it somehow connected itself spontaneously to the router, and has stayed connected (most of the time). My kids can print directly to the printer from upstairs!! When the printer loses connection, my attempts to manually connect it (by using the Wizard on the printer and connecting to the router, or by inputting the IP address etc. on the printer) don't work, but then later it just magically connects on its own.

I hope this helps someone to not go all "Office Space" on their printer, and to be able to keep it as a valued family member.

[sandytechy20]

@AnnaSassin

Good to know that issue is resolved.

Feel free to contact us in the future of you need any assistance.

Cheers.