Printer crashes after 2nd or 3rd print job to the point the power reset button at rear does nothing

[spungebob]

HP Envy Pro 6430 connected to 5GHz Home WiFi. Boots up fine and connects to network. Embedded Web Server is available.

First print job generally works fine. Second or third print job fails.

Blue Wifi light will still be on. Embedded Web Server page is then no longer returning.

This is the strange part - the printer has crashed so badly that the reset button at the rear of the device no longer does anything.

I must manually reset the printer by power cycling it at the mains which is extremely frustrating.

Printer firmware says it is up to date on:  VASPLSPP1N001.2151B.00

Tools->Event Logs on the embedded web server shows "error" 74740

Many thanks

[Dragon-Fur]

@spungebob 

Welcome to the HP User Community.

One idea...

If the router is supporting a Dual Band network,

Make sure the printer is connected to the SSID named network for the frequency / band you want it to use.

To further force the printer to do what you expect, consider assigning it a static / manual IP address.

Printers do not like to "bounce" between frequencies. 

If the network switches the frequency, the printer can fall off the work.

Switch off "hopping" / "roaming".

The severity of the issue is not something I can explain (having to unplug when the power button on the back fails to switch off the printer).

Example - Dual Band Network - Considerations

SSID_Dual_Band_Example_10

References / Resources

 Product Specifications for the HP ENVY Pro 6430 All-in-One Printer (5SE47B)

Connectivity

Ports	1 Hi-Speed USB 2.0; 1 Wi-Fi 802.11ac (dual band)
Wireless capability	Yes, built-in Wi-Fi 802.11b/g/n

HP Printer Support Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ENVY Pro 6430 All-in-One Printer 

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Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[spungebob]

Many thanks for the detailed suggestions Dragon-Fur.

My router is Dual band but I have both a 2.4 and 5GHz named SSID. The printer is configured to connect to the 5GHz named SSID already so iut shouldn't be hopping around.

Admittedly it does use DHCP but it will always get the same IP address from the router as I have the printer mac address allocated.

The issue seems to be more that when sending a print job, it is the job itself that crashes the printer firmware. Even if the WiFi were to drop out, I would not expect the power button at the rear to fail and all the device control buttons to be unresponsive. If I open the paper tray, normally the yellow side lights come on. When the printer is in this "crashed" state - nothing.

Physically power cycle the device and send the exact same print job - and it works. It's very frustrating and not something I would expect for a higher end device.

I noticed there was another community member complaining of the same experience but unfortunately no resolution.

I have some experience with technology so I'm more than happy to try and help diagnose the issue.

Many thanks again.

[Dragon-Fur]

@spungebob 

Sounds like a connection error.

What?

The idea that the source of the problem is a connection issue does, of course, presume the printer hardware is OK.

That is a big assumption but one that allows for trying other solutions to correct the problem.

Honestly, tangling the printer so badly that it won't switch on or off using the power button is not great.

So, sure - printer might be broken.  Unusual, not impossible.

The following might be helpful...

Assuming the printer worked previously, and that it works using any of your supported mobile devices, the printer is likely physically capable of running a print job.

What about...

• "Hopping" is something set on the router - check if you like.  If it is "on", switch it off.
  
• Yes, I know DHCP - I don't use it but I'm aware of the vagaries of doing so.
• I guess you could try checking / changing the IP range for the printer(s) and other "not computers" .
  
• Take (another) look at the router logs for any information the router might have gathered.
  
• Check that the router is running on its latest firmware.  This can be a "biggie" and not to be discounted without checking.
  
• Rare - Ignore if not relevant:  If this printer is a direct replacement for a previous printer that perhaps used the same IP address, check the router for mis-matched IP-Mac address pairs.  If you find a broken "Pair" setting, simply remove the setting, Reboot the router > when it starts, it will reconnect to the current printer / IP / Mac.
  

If you have not done so,

Try / Consider

================================================================

Restart everything, including the router

and

For the duration of the initial testing, try to leave un-needed devices switched OFF or at least off the network.  For example, if you cannot stand to have your phones off for a few minutes, switch these over to their respective data lines.

================================================================

Change the connection type (on the computer) to TCP/IP

Complete one or both of the following.

If you can't stand it for "too much work", at least complete the second change (change to a TCP/IP port)

---------------------------------------------------------------------------------------

If you have installation, offline, or port issues, assign a TCP/IP port for the printer.

Also try for loss of color print options.

Method – Add printer using TCP/IP

Please try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu:  TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

Complete any additional information

When printing, Select / Use this “added” printer to print your document / content

Reference

HP Printers - Installing and Using the Windows Built-in Print Driver

Method - Create TCP IP port (InkJet Printer)

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”

==============================================================================

What else?

If you have decided to run the Print and Scan Doctor,

If you can get it to run in your "rolled" system,

Try the Offline version of the Doctor.

True, running the doctor might reload the printer software.

It should, I think, leave other changes in place - for example, any changes on the router (of course) and likely the change to the connection type.

NOTE

 Use a "known to work" browser.

This means, generally, do not use Edge - instead (for example) use Firefox.

Start here – Solutions presented in the order to be completed:

HP printer is offline or not responding

OR

Resource – Choose the right doctor for the job

Open Website

HP Print and Scan Doctor for Windows

Click the green Download Now option / box

Wait!

If the problem / issue is one or more of

• Printer is Offline
• Cannot print in Color
• Duplex printing has disappeared
• Installation continues to fail

Try this “Offline” Doctor version:

https://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

After the doctor runs, Restart the computer and log in.

Doctor will finish any necessary setups.

NOTES – The “Offline” doctor

As a result of repairing issues,

Offline / Color check / Duplex check version of the Doctor may replace the printer or add a “(Copy 1)” version of the driver in Devices and Printers.

If there are two printers in Devices and Printers,

If one of them does not work,

Try sending your job to the “Copy 1” named printer.

Later

If you want / need to rename the “Copy 1” printer:

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer name > Printer Properties > Tab General >

In the top box, Edit the name of the printer (For example, remove the part that says “Copy 1”)

Click Apply / OK to save change

NOTE:  The name change may take a bit of time (a few minutes), else Restart the computer and log in.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

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Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[spungebob]

I think I have made a breakthrough.

I turned OFF WiFi Direct and Bluetooth Low Energy and the problem has appeared to go away.

Since I don't use these features I'm happy. Whether they are the cause - I cannot prove as I don't really want to turn them back on.

I think its ultimately either a hardware or firmware issue.

Regards

[Dragon-Fur]

@spungebob 

Wi-Fi Direct is a direct wireless connection that uses the printer wireless to connect to your computer.

True - if you are using Standard Wireless, that is, wireless that uses a router and network, 

You want Wi-Fi Direct switched OFF.

Reference for those reading:

Wireless printing center  > Printer Setup > Wi-Fi Direct

Likely switching off the unwanted W-Fi Direct will take care of the issue(s) you were seeing.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[spungebob]

It's not particularly great though is it? WiFi-Direct is turned on by default as are most options - I assume so that as many different devices can connect in all the ways the printer supports.

The average user isn't going to know how to or even that they should turn this off.

Is there a way that this can be reported as a bug so that others don't have the same issues?

Thanks again for your help

Links to others which seem to have the same issue:

https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Envy-6430-on-off-button-doe...

https://h30434.www3.hp.com/t5/Printer-Wireless-Networking-Internet/HP-Envy-Pro-6430-random-offline-o...

[Dragon-Fur]

@spungebob 

You are welcome.

Consider your concerns reported as much as can be done in the Community.  The Community does gather information about issues and trends (as do all forums) - sorted data is forwarded to the appropriate teams in HP.

True - many people do not read a User Guide until they need something.  There are a whole breed of IT type people for which reading and research is second nature - we are happy to pass on the information. 

Good that your issue is resolved.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[spungebob · Accepted solution]

Ok many thanks again for your help.