HP printer invisible to new Xfinity modem

[KnotMo]

Got an updated Xfinity modem (X8, was X6), all other devices (phones, TV, laptop, desktop) previously connected are working fine but the WiFi network refuses to recognize the printer - which worked before the modem upgrade.  I've spent hours with Xfinity (useless); all the unplugging, re-booting, etc. hasn't worked.  My research makes me think perhaps Norton's firewall may be interfering but, despite reading all the tips, I can't figure out how to adjust that - and I don't want to make it worse.  Used the Wireless Setup Wizard multiple times - always "Connection Failed".  Stupidly uninstalled the printer from my desktop without realizing I can't reinstall it if the WiFi network can't detect it.  HELP!!!  Totally frustrated.  TIA

[Max3Aj]

@KnotMo, Hi there, and welcome to HP Support Community!

Thank you for reaching out with your concern. I'm glad to assist you today.

Here’s a step-by-step guide to help resolve the issue where your HP ENVY 5530 e-All-in-One Printer is not connecting to your new Xfinity X8 modem:

Reset the Printer’s Network Settings

Before reconnecting, reset the printer’s network settings to clear any old configurations.

1. On the printer’s control panel, go to Settings or Wireless Settings.
2. Select Restore Network Defaults.
3. Confirm the reset.

Reconnect Using Wireless Setup Wizard

After resetting:

1. On the printer, go to Wireless > Wireless Setup Wizard.
2. Let it search for available networks.
3. Select your new Xfinity WiFi network (ensure it's the 2.4 GHz band, not 5 GHz).
4. Enter the WiFi password carefully.

Note: The HP ENVY 5530 supports only 2.4 GHz networks. Make sure your Xfinity modem has this band enabled.

Check Xfinity Modem Settings

Log in to your Xfinity modem/router settings:

1. Open a browser and go to 10.0.0.1 (Xfinity default gateway).
2. Login (default is usually admin / password unless changed).
3. Ensure:
   • 2.4 GHz WiFi is enabled.
   • SSID broadcast is ON.
   • MAC filtering is OFF or the printer’s MAC address is allowed.

Temporarily Disable Norton Firewall

To test if Norton is blocking the connection:

1. Open Norton.
2. Go to Settings > Firewall.
3. Temporarily turn off the firewall.
4. Try connecting the printer again.

If it works, you’ll need to add the printer as a trusted device in Norton. Here’s how to configure Norton Firewall settings.

Reinstall the Printer on Your Desktop

Once the printer is connected to WiFi:

1. Download the full driver/software package from HP: Official HP® Support
2. Run the installer and choose Wireless connection.
3. It should detect the printer on the network and complete the setup.

You may refer to this document - Troubleshoot a Wi-Fi connection to an HP printer | HP® Support

HP printers - Wi-Fi connection is lost after router or network settings change | HP® Support

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Take care and happy computing!

Best regards,

Max3Aj

HP Support

[KnotMo]

Max3Aj - Thank you so much for the detailed information.  It took me a while to walk through the stps and, as I've been struggling with this issue for more than a week, my patience is/was thin.  However, thanks to you I now know how to access the Xfinity gateway and was able to determine that the 2.4GHz, as well as the 5 & 6 GHz, band was enabled.  Not sure about the SSID broadcast, there was no "OFF" for the MAC Filtering so I selected "DENY" and added the printer's MAC address manually as the Wireless Wizard still did not recognize the printer.  Wasn't sure to how to turn off the Norton Firewall but I did turn off the VPN.  The printer is reinstalled on my desktop but got an error when trying to install the Wireless connection.

So, because I had items I did not want to wait any longer to print, I gave up;  ordered an ethernet cable and finished the install that way and am now able to print from the desktop.  When I have more time & patience I will go back and walk through these steps again to hopefully make it all work so I can print via wireless from my phone and /or laptop (or I can connect the ethernet cable to the laptop when I'm home).

Thank you again and, if I am finally completely successful, I'll be sure to post again.

[Repairatrooper]

The fix would be to configure a unique SSID for the 2.4Ghz channel so that the printer only connects to the 2.4Ghz channel.