Printer was moved across the room and now needs to be "set up" again, but won't work

[depper2]

My wireless printer was working fine with this computer, then I rearranged my office (unplugged the printer, moved it across the room, plugged it back in and turned it on, and it now refuses to do anything but require to be "set up using the hp smart app." 

The smart app diagnoses the problem, and returns that it cannot complete any of its diagnostic tests.

The printer's wireless is on, it is trying to use the same network it always has (the printout when I press the "i" button says it is getting excellent strength signal). 

When I try to print a test page from the smart app the computer says there is a document waiting in the queue, but it won't let me access the queue.

I just need my printer back!!  Any help would be greatly appreciated!!

[A_Gayathri]

Hi @depper2,

Welcome to the HP Support Community

I understand you are facing an issue with your wifi setup issues. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• If you have a dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.
• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

click here and follow the troubleshooting steps-  HP printer setup (Apple AirPrint for iPhone, iPad)

click here and follow the troubleshooting steps- HP printer setup (HP Smart app)

click here and follow the troubleshooting steps- HP printer setup (Wi-Fi network)

click here and follow the troubleshooting steps- HP printer setup (Windows built-in driver)

uninstall the printer drivers from the device manager and reinstall 

If the issue persists, then please follow the steps mentioned in this document:

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

• To set a manual IP and try the steps below -
• Touch on the wifi icon ((i)) on the printer, and take down the IP address 
• Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
• then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 
• Go to wireless ---> wireless 802.11---> select manual ip ---> apply
• Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

then go to settings on the main EWS page --> power management ---> select sleep mode to max 15min

Connect the printer to the TCP/IP port

• Touch the wifi icon ((i)) on the printer and take down the IP address 
• Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
• Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
• Follow the Add Port Wizard.  Under Printer Name or IP Address. Example:  192.168.1.15.  The IP address will be copied under Port Name.  
• Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

Please click “Accepted 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!