Massive issues with HP7720 printer

[theferret]

Hi. This printer used to work fine but in last 3 months become completely unreliable.   I have 2 PC connected by ether net to my router (which has a wifi ABC).   My router then connects to a mesh wifi called XYZ which operates all round the house.  My 7720 can only see the XYZ network (despite being in the same room as the ABC router!)  so its connected to that.  HP smart on my PC1 says printer is installed and all working. Windows printer control says all installed and working.  However it cant print a test page. If I start to print it appears in print queue then gets deleted. 

I have tried uninstalled HP smart, stopping print spooler, clearing spooler folder, restart spooler. Power off printer unplug and wait a few mins before restarting. Restart PC. Reinstall printer.  Now it sort of prints but doesnt print complete page every time often just printing 25%. 

My other PC is in the same room connected also to same ABC router. That PC cant see the printer via either HP smart nor Windows printer search!!! 

Is this printer for the bin as driving me nuts.  Rarely works without an hour restarting stuff. Appreciate any advice. 

[Jerry_57]

Hi @theferret,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

It seems like you are experiencing connectivity issues with your HP7720 printer, especially when it comes to recognizing the correct network. Here are some steps to help resolve these issues and ensure smoother operation:
 

Check Network Selection:
 

• Verify that the printer is indeed connected to the correct network (XYZ in your case). Sometimes the printer may be configured to connect to the mesh network if it has a stronger signal, even if it’s in the same room as the ABC router.

Update Printer Firmware:
 

• Ensure that your printer's firmware is up to date. Sometimes updating the firmware can resolve connectivity issues.

Network Configuration:

• Print out a network configuration page from your printer. This will give you the current network settings and help you identify if the IP address settings are correct:
  
  
  • From the front panel, tap the settings icon, then "Network Configuration Page."

Fixed IP Address:
 

• Consider assigning a fixed IP address to your printer. This will ensure that your printer's IP does not change, which can sometimes confuse connected devices.

Printer Restart:
 

• Turn the printer off and then back on. Restarting the device can sometimes resolve temporary connectivity issues.

Router Settings:
 

• Reboot your router and ensure that both PCs and the printer are connected to the same network. If possible, check the router settings to see if there are any specific network configurations (like VLANs) that might be affecting connectivity.

Use a USB Connection:
 

• If the problem persists, try connecting your printer directly to one of your PCs via a USB cable to see if it resolves any communication issues.

HP App:
 

• Make sure the HP app is fully updated on your PC1. This app is crucial for managing HP printers and can sometimes offer diagnostics or updates that are necessary.
   

Firewall and Security Settings:
 

• Check any firewalls or security software on your PCs, as they might block network communication with the printer.
  
  
  I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Jerry_57

HP Support

[theferret]

Hi. So the printer is show an IP address of 192.168.68.58 whereas HP Smart on the PC is showing 192.168.223.1!!!   192.168.68 is the base IP of the mesh router.  I have no idea what 192.168.233 network is? 

weirdly if i click on network info in HP smart it also has 192.168.68.58 with correct name of XYZ network so should be working fine.  I can print fine off my phone, but off the PC its still deleting the jobs before they print or only partially printing them. I've tried removing the printer form my pc multiple times and readding. 

Is it something related to my pc is connected to a router that is downstream of the router that the printer is connected to?  I dont understand why the print can see the ABC network even if I type it in manually as its very strong signal. 

[Jerry_57]

Hi @theferret,

Thank you for your response.

It sounds like your HP7720 printer may have connectivity issues due to conflicting IP addresses between the printer and the device running HP Smart. Here are some steps you can take to resolve the issue:
 

Verify Network Settings:
 

• Ensure that both your printer and PC are connected to the same network. Double-check the wireless network name (SSID) on both devices to make sure they match.
   
• If possible, print a network configuration page from the printer to see its current network settings. 

Check IP Address Consistency:
 

• Verify the IP address of the printer as shown in the HP Smart app and ensure it matches what’s displayed on the printer’s configuration page.
   
• It's common for printers to show one IP address in the app and another on configuration pages due to an automatic IP reassignment by your network’s DHCP server.

Set a Static IP Address:
 

• To prevent the printer from switching IPs, consider assigning a static IP address to your printer. You can do this via the printer’s network settings or by accessing your router’s DHCP settings.
   
• Assign an IP address that is consistent with your network, such as one that falls within the 192.168.68.xxx range if that matches your mesh router setup.

Update Printer Installation on the PC:
 

• Remove and reinstall the printer on your PC. This process will ensure that the PC recognizes the printer's current IP address.
   
• During the printer setup, manually enter the printer’s correct IP address if it does not automatically detect the printer.

Firewall and Antivirus Settings:
 

• Temporarily disable any firewall or antivirus software on your PC that may be hindering communication with the printer.
   
• If disabling helps, then configure the software to allow communication with your printer's IP.

Check for Software Updates:
 

• Ensure that you have the latest firmware for your printer and the latest version of the HP App installed on your devices.

Additional Network Troubleshooting:
 

• Restart your printer, PC, and router to reset network connections.
• If using wireless, confirm that no Ethernet cable is connected to the printer as this will disable its wireless capabilities.
  
  
  I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Jerry_57

HP Support

[theferret]

sorry ben away and trying again

1. I have blocked my HP7720 from connecting to my mesh wifi. 

2. I deleted HP smart and all printers on both my computers.

3. I  turned off and took power cable out of printer for 5 minutes

4. I restarted both computers and connected them to the wifi router that is in the same room (not the mesh)

5. I restarted the printer and connected it to the same SSID as my 2 PC

6. I added the printer on my PC

Prints fine

However I also uninstalled, deleted all HP folders on C drive and reinstalled HP Smart. HP smart cannot find any printer even if i give it the IP Address!!!  What a useless piece of software. so now I can print but not scan!!! 

[theferret]

After hitting it several times HP Smart eventually saw the printer on the right IP address

However when I clicked on it to add got this we just isn't true!!!

[Hawks_Eye]

Hi @theferret 

Thanks for troubleshooting, I appreciate all your efforts.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye