Help Please! Officejetpro 8620

[izikshahar100]

Hello, 

Really need your help, we have printer Officejetpro 8620 and our computer is mac 10.13.6 -  Two days ago we had problem with our WiFi AT home, we reset the WiFi and we change name and the password.  We tried to contact our new WiFi name and password to the printer but we couldn't do it.  We tried to plug-out and in the cable and everything else and nothing worked.  The printer recognize the WiFi name but after we type the password it will not connect the WiFi.  What can we do?

Thank you,

Isaac

[Jay_G24]

Hi @izikshahar100,

I'd like to help!

To assist better -

1. Are you trying to connect your printer to your home network or public network ?
2. What is the status of the wireless light on the printer, steady or blinking?
3.  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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[izikshahar100]

Spoiler

1.  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?
   
   The wireless work good on the printer and the computer.  
   
   
   
    I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?   How can I check it?  which net work its should be on?
   
   Thank you!

[Jay_G24]

The network band information can be found on the router itself.

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

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

2.) Is there an antivirus software installed on your Mac?

3.) Could you perform a ping test using the Mac Network Utility 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.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Hope this helps! Keep me posted. 

[izikshahar100]

[izikshahar100]

The WiFi working on the printer and the laptop/ cell 

It is show on the router 

5 GHZ Band: Channel 6 

2.4 GHZ Band: Channel 11

[Jay_G24]

Officejet 8620 is compatible only with 2.4GHz, make sure your computer is connected to the same 2.4 GHz network.

Hope this helps!

Keep me posted!