Nothing but problems with HP Color LaserJet Pro 4201/4301 series: freezes, unstable ping in sleep

[PaperITGuy]

Already posted this here (https://h30434.www3.hp.com/t5/LaserJet-Printing/Nothing-but-problems-with-HP-Color-LaserJet-Pro-4201...) but got no response and I can't reply or edit it, so I question if it was stealth locked.

Ever since our company got these new versions we've had nothing but problems. We have 4 HP Color LaserJet Pro 4201 and 1 4301. 

1. Freezes in sleep mode: 1 4201 and the 4301 after they are asleep for awhile will drop their network connection. If you try to use the knob for the 4201 or console for the 4301, they will be frozen. You have to hard power off the devices. Auto-shutdown is off, firmware is current.
2. Absurdly unstable network ping/connection in sleep: The network stability/ping on these terrible. I've confirmed the moment they go into sleep, they change from 1ms response to the below: 
   

   When I called to do a case for the first one that was freezing after being idle for awhile and mentioned the high ping, the 1st level actually had the gall to say "that's just how these new printers function". We have a fleet of 80 some HP printers of like 10-15 different models; NONE of them do this, nor do the computers next to them.  No way in hell that's how printers are supposed to run/ping.

I've seen a lot of complaints about these new models and concerned that there hasn't been a firmware update to try and fix any of the listed issues since Jan, over 7 months ago.

[Raqeeb26]

Hi @PaperITGuy ,

Welcome to The HP Support Community.

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

I am truly sorry to hear about the extensive and disruptive problems your company is experiencing with your new fleet of HP Color LaserJet Pro 4201 and 4301 printers. These issues—freezing in sleep mode, losing network connection, and absurdly unstable ping times—are completely unacceptable for professional-grade office equipment.

Your frustration is entirely justified. The response you received from the first-level support agent—claiming high ping is "just how these new printers function"—is incorrect and dismissive. No enterprise-level device should exhibit such unstable network performance, especially when older HP models maintain perfect stability.

Since you've already confirmed that the firmware is current (latest as of January) and that auto-shutdown is off, this points to a deep-seated issue with the printer's network interface chip, power management settings, or the firmware's implementation of the low-power/sleep state.

Here is a plan to address both the freezing and the unstable network connection, focusing on known workarounds and escalation:

Phase 1: Immediate Workarounds (Addressing Freezing and Instability)

We need to force the printers to use a power state that bypasses the buggy "deep sleep" function.

1. Disable IPv6 and Unused Services

For many network stability issues, disabling unused protocols can prevent the network chip from hanging.

• Access EWS: Access the printer's Embedded Web Server (EWS) via a web browser (enter the printer's IP address).

• Networking Settings:

  • Navigate to Network/Networking --> IPv6 and disable it (unless your network strictly requires it).

  • Navigate to Security --> General Security (or similar) and disable any unnecessary protocols or services (e.g., LPD, IPP, SNMP if not used for monitoring).

• Apply and Restart.

2. Adjust Sleep Mode Timeout (The Workaround)

Since the devices freeze after being asleep "for a while," we can try forcing them into a very shallow sleep state, or delaying the deep sleep indefinitely.

• Access EWS or Control Panel: Go to General Settings --> Energy Settings or Power Management.

• Set Sleep Timer: Set the Sleep/Standby Timer to the maximum allowable time (e.g., 240 or 480 minutes). This prevents the device from entering the deeper, freezing sleep state during normal working hours.

• Note: This is a temporary measure and will increase energy consumption slightly, but it should prevent the freezing and hard reboots.

 Phase 2: Escalation (Addressing the Fundamental Flaw)

Because these symptoms are affecting multiple units across two different models, this is a known, widespread manufacturing/firmware flaw that requires a fix from HP Engineering.

1. Re-open and Escalate the Case

Do not open a new case; reference the old one and demand escalation.

• Call Support: Call HP support again and reference the case number you opened for the freezing 4201.

• Demand Escalation: State clearly that the issue is not resolved and you require escalation to a Level 2 or Level 3 (L3) Network Specialist or Customer Relations team.

• Provide Data: Emphasize that you have confirmed the issue on five different units (4201s and 4301) and that the unstable ping (200ms to >1000m) is evidence of a firmware failure in the network chip's low-power mode that must be addressed by an engineering fix.

2. Reference the Known Issue

When escalating, reference the fact that you know this is a widespread issue affecting these new series of printers. This often prompts support to pull up internal documentation on known defects.

Critical Point: Push for a firm answer regarding the long gap since the last firmware update. Demand to know if a hotfix update is currently in development to address the network stability and freezing issues specifically.

You should not have to pay for a field technician unless they confirm a motherboard replacement is required, as this is clearly a systemic software bug.

Hope this helps resolve your issue.