OfficeJet 3830 lost internet connection

[luckydragon53]

My OfficeJet 3830 suddenly lost internet connection. The HP Web Access Test Results said, "This printer is currently configured with a Domain Name System (DNS) server address which does not allow the DNS server name to be confirmed. On most networks, this can prevent the printer from accessing Web pages over the internet."

The HP Diagnostic and Fix  found no problems, "Diagnosis complete and no issues were found." and the 3830 is updated.

I used the Wireless Wizard Setup, but the internet connection problem continues.

This problem suddenly appeared---I had not changed any settings on the 3830 or my desktop that might have caused it.

I'm using Windows 11 with AT&T DSL.

Any suggestions on how to restore the 3830 internet connection?

[A_Gayathri]

Hi @luckydragon53,

Welcome to The HP Support Community.  

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

Here are some steps to troubleshoot and restore the internet connection for your HP OfficeJet 3830 All-In-One Printer:

Restart Devices:

• Turn off your printer, computer, and DSL modem/router.
• Wait for about 30 seconds.
• Turn on the modem/router first and wait until it fully reboots.
• Turn on your printer and computer.

Check Network Configuration:

• Ensure your printer is connected to the correct Wi-Fi network.
• On the printer’s control panel, navigate to the network settings and check the Wi-Fi status.
• If it’s not connected, use the Wireless Setup Wizard to reconnect to your Wi-Fi network.

Reset Network Settings:

• On your printer, go to the settings menu, find the network settings, and choose to reset network settings.
• Reconnect the printer to your Wi-Fi network using the Wireless Setup Wizard.

Manual DNS Configuration:

• You might need to manually configure the DNS settings on your printer.
• On the printer’s control panel, go to the network settings.
• Look for an option to set up IP address manually.
• Enter a static IP address (e.g., one within your network’s range but not currently in use).
• Set the subnet mask (usually 255.255.255.0) and the default gateway (your router’s IP address, often something like 192.168.1.1 or 192.168.0.1).
• Set the primary DNS server to a reliable public DNS server like Google’s (8.8.8.8) or Cloudflare’s (1.1.1.1).

Update Printer Firmware: Update the firmware on an HP printer

• Ensure your printer’s firmware is up to date. Sometimes, an outdated firmware version can cause connectivity issues.
• Check for firmware updates from the HP website or through the HP Smart app.

Check Router Settings:

• Ensure that your router’s firewall or security settings are not blocking the printer.
• Check if MAC address filtering is enabled on your router. If it is, ensure that the printer’s MAC address is allowed.
• Ensure that your router’s DNS settings are correctly configured.

Reinstall Printer Software:

• On your Windows 11 computer, uninstall the HP printer software.
• Download and install the latest printer software and drivers from the HP website.

Disable IPv6:

• On your printer, navigate to the network settings and look for an option to disable IPv6.
• Some network issues can be resolved by using only IPv4.

Check HP Smart App:

• If you use the HP Smart app, ensure it’s up to date.
• Try re-adding the printer in the HP Smart app.

Advanced Troubleshooting:

• Open a web browser and enter your printer’s IP address to access the Embedded Web Server (EWS).
• Go to the network settings and review the configuration.
• Check the status of your printer’s connection to HP’s web services.

Refer to this document:  HP OfficeJet 3830 All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[luckydragon53]

Thanks for your reply.

I'm dealing with the aftermath of Hurricane Beryl, so I haven't had time to deal with the 3830 problem, and I plan to contact AT&T to see if if the problem might be on their end since I never had a internet connection problem before

[A_Gayathri]

HI @luckydragon53,

Thank you for your response. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!

[luckydragon53]

I have repeatedly tried to solve the problem of my OfficeJet 3830 not connecting with the internet/DNS server problem by using the Wireless Setup Wizard, unplugging the DSL modem and 3830, etc., but the problem continues about 90% of the time.

The 3830 is updated, the Diagnostic and Fix says the 3830 has no problems and the 3830's blue light is on, but there still no connection and the Instant Ink also states the 3830 is not connected to the internet.

The 3830 control panel's "Wireless Details" state the following:

IP: [text omitted to protect user privacy]

Signal: Excellent

Network Name: ATT0074

Bonjour Name: HP Office Jet

3830 Series: [B16F13]

MAC: F4-39-09-B1-6F-13

Host Name: HPB16F13

Subnet Mask: 255.255.255.0

Default Gateway: 192.168.1.254

DNS Server: 192.168.1.254

Any suggestions on how to solve the disconnect/DNS problem?

[A_Gayathri]

Hi @luckydragon53,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!