New virgin media hub installed 6420 e will not connect

[9tanns]

Have just installed the latest Virgin Media hub, all ethernet working OK, but Envy 6420e will not connect to the internet. Have done all diagnostic tests but everything results in an offline result. Adapter options show Wi-Fi not connected but computer says Wi-Fi is on. When trying to connect manually using hub security key result is "unable to connect to this network". Any ideas? I have been trying to sort this out for about 5 hours.

[Irfan_06]

Hi @9tanns,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with connecting your Printer to the network.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to connect your printer to the network again as the router or the service provider was changed.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[9tanns]

Unfortunately, I have tried all this before, several times, but tried it again. This time the HP Smart app didn't discover the printer itself but, as before occasionally, discovered HP Envy 6400 Series Setup. It then, after a fair few minutes, discovered the "SetUp" printer but as before could not configure the printer giving me the message "There was an unexpected error and we can't complete set up now". I should point out I have tried resetting the hub, my computer, and the printer on several occasions but no joy. I confirm that on all occasions the computer wi-fi has been on and the printer has been in set up mode. For a while the computer couldn't find the printer, but it does now show on the list of printers under printers and scanners.

Just checked the Network Internet Access which shows the Network Ethernet Connection, but no Wi-Fi networks found. Previously it has shown the HP Envy setup Wi-Fi. I feel sure on my previous hub the actual printer used to show not the "set up". Also, when I click on the computer's "Show available networks" no Wi-Fi networks appear. Just for info on the previous hub I had from Virgin Media the printer would often go offline. Is there some sort of weakness with the HP Envy 6420e? Any more ideas?

[9tanns · Accepted solution]

Further to my last post, I shut down the computer about 6 pm last night but as usual left the printer switched on. !0 am this morning opened the computer to find that the printer was online. Opened the HP Smart app, clicked add printer, nothing happened. Clicked add printer again and there was my printer online. After two days of following instructions from the internet and latterly the HP forum without success, something happened overnight, I have no idea what, but everything is now working. All very odd but very pleasing. So, thanks HP for whatever happened overnight.

[Irfan_06]

Hi @9tanns,

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts in contacting HP community support and If you need any assistance in the future, feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support

[9tanns]

Funny you should say that Irwin6. Have been having similar problems with my wife's laptop. Eventually got everything "recognised" and online today. However, it refuses to print. Diagnosis says driver issue not resolved. Have tried several times to find the driver for HP Envy 6420e on the HP website but I am getting nowhere as everything seems to indicate that the HP Smart app will do everything for me including downloading the correct driver. I have added the printer to the app and everything looks good, but no printing, presumably due to the driver problem. Can you give me a direct link to the correct driver to use? 

[9tanns]

Nothing heard from HP so further to previous posts, yet again my printer has gone offline and despite rebooting my hub, my desktop and my printer, it will just not connect online. I have uninstalled and reinstalled the HP Smart app several times, this has had no effect either. The same can be said for my wife's laptop, just will not connect since installing the latest Virgin Media hub. Many, many hours wasted on trying to do something which should be simple. Is it the printer, HP envy 6420e, which recently replaced my previous HP Envy printer as that kept going offline or is it the hub which in theory is supposed to be working correctly?