HP officejet pro 8710

[elkay2]

My printer is no longer staying on and connected to my computer and I need to turn it off and on again for it to be seen and used.  Is there something that can be done about this.  I can no longer use it wirelessly and most frustrating.

thanks

[Jay_G24]

Hi @elkay2,

I'd like to help!

I understand you are facing a printer offline issue.

To assist better -

1.) Are the printer and Mac 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?

4.) Is there antivirus software installed on your Mac?

5.) Could you perform a ping test and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.

type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear.

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 “Yes" on the bottom right to say “Thanks” for helping

[elkay2]

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

Yes, printer and mac are on 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.

I think it is a 5GHZ i am not sure how to tell.

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

Printer is right beside router

4.) Is there antivirus software installed on your Mac?

Yes, there is antivirus but I disabled it to try and fix

5.) Could you perform a ping test and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

this is what I get with the ping test

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

ping: sendto: No route to host

Request timeout for icmp_seq 4

etc....

[Jay_G24]

HP OfficeJet Pro 8710 All-in-One Printer series is not compatible with the 5GHz network.

The ping test results show the "request timed out", was the printer turned ON when the test was performed?

Could you print the network configuration page and share the results ?

1. Load plain white paper in the input tray.

2. From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .

3. Swipe up on the display, and then touch Reports.

4. Touch Network Configuration Report.

Let me know!

1.  

[elkay2]

Ping when it is turned off and on again, problem is it won't stay on and I have to turn it off and on again.

64 bytes from 10.0.0.89: icmp_seq=0 ttl=255 time=41.773 ms

64 bytes from 10.0.0.89: icmp_seq=1 ttl=255 time=6.132 ms

64 bytes from 10.0.0.89: icmp_seq=2 ttl=255 time=38.756 ms

64 bytes from 10.0.0.89: icmp_seq=3 ttl=255 time=100.400 ms

64 bytes from 10.0.0.89: icmp_seq=4 ttl=255 time=48.949 ms

64 bytes from 10.0.0.89: icmp_seq=5 ttl=255 time=46.321 ms

[Jay_G24]

Try and set a manual IP to check if this helps with a stable connection-

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Let me know how this goes!

[elkay2]

It didn't do anything different.  once again when I go to print something or us the utility it says unable to communicate with printer, so I have to turn it off and on again for it to work.  It shows as idle in the panel on the printer and wifi connection good

[Jay_G24]

Were you able to set a manual IP?

Let me know!

[elkay2]

nothing changed

[Jay_G24]

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Support  in your region for further assistance

Hope this helps!