HP Officejet Pro9015e all in one printer

[RubenS2]

I just ended one hr. with support as my HP Officejet 9015e lost connection with my network several times. It was stated by support that my network was a 5Hz network and the product works only with the 2.4 Hz network. I pointed that the printer has worked for a year and just recently lost communication. He recommended to call ATT and request to split the network into 5 and 2.4 Hz. It is interesting that my printer has worked well for over a year. 

It was stated that was nothing wrong with the printer.

Has this level of support happened to anyone?

RDS

[Dragon-Fur]

@RubenS2 

Welcome to the HP Community --

Sure - anything that happens to you has likely happened to someone else.

Our mission here is to help each other  -- the critique we want to avoid or leave to Social Media.

This is true whether you are working with HP Support on a Warranty case or here in the Community.

What?

HP Support accepts case submissions for hardware repair on products in Warranty.

HP Support  HP World-Wide Support

Select your region and follow the prompts

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Beyond a Semi-Full Reset that might have been used to reset everything, there are some places to look.

Are these "new"?

Not likely, though perhaps worth a check or re-check.

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Start...

True - the printer is capable of connecting to either 2.4GHz or 5GHz, though not at the same time.

The idea to have two separate SSID named networks for each frequency is a good one.

There is a lot else that can be going on as well.

Yes, some of this might be on the router side.

Routers age, might be outdated, or overloaded, or weak.

Router and printer placement for Wireless devices is important, particularly for 5GHz.

True, too, if the printer is not happy on 5GHz -- regardless of the reason -- then try running it your SSID named network for 2.4GHz.

If you have the option, eliminate issues with Wireless - and still assuming your router is decent, updated, configured correctly, and capable of handling the load, connect the printer to your router via Ethernet.

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Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

Wireless

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

SSID_Dual_Band_Example_16

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Example – EWS – IPv4

EWS > HP Document / How-to (original format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

EWS_9025_Network_IPv4_Configuration_4

EWS_9025_Network_Wireless_IPv4_Advanced_2

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For those reading

FYI

Example “Alternate” EWS format (New EWS format - select new printers)

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Primary Ethernet > Check / Adjust Status and other tabs...

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Wi-Fi > Section IP Config > IPv4

EWS_9125_Network_Wi-Fi_IP_Config_IPv4_1

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Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

 HP Printers - Using a Wireless Network Test Report

If the printer is on a 2.4 GHz Wi-Fi connection and frequently disconnects, make sure Wi-Fi Direct is enabled.

Relevant to

 HP Tango, OfficeJet 8010, Pro 8020, 8030, 9010, 9020 Printers - Printer Frequently Disconnects from ...

This document is for HP OfficeJet 8010, 8012, 8013, 8015, 8022, OfficeJet Pro 8020, 8022, 8023, 8024, 8025, 8026, 8028, 8035, 9010, 9012, 9013, 9014, 9015, 9016, 9018, 9019, 9020, 9022, 9023, 9025, 9026, 9028, Tango, and Tango X printers.

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 9015e All-in-One Printer  

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