Support page will not load and I have an ongoing issue

[WGB2]

I spent 3 hours trying to get the issue sorted last night , only to be told they would send me a new printer.  However the issue is not with the printer as I can print from my mobile - the issue is my PC and the printer talking to one another.  Now when I try to go back to the support people to tell them this, the support page will not load - they are apparently having trouble loading my information.  Am I being blocked because they have no sensible solution?

[BeemerBiker]

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@WGB2 wrote:

I spent 3 hours trying to get the issue sorted last night , only to be told they would send me a new printer.  However the issue is not with the printer as I can print from my mobile - the issue is my PC and the printer talking to one another.  Now when I try to go back to the support people to tell them this, the support page will not load - they are apparently having trouble loading my information.  Am I being blocked because they have no sensible solution?

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if you are using WiFi direct then the modem is not used.  The printer, phone, laptop, desktop all must communicate on the same band.  Either 2.4 or 5ghz.  If the printer only works at 2.4ghz then all devices must be on the 2.4ghz band.

If the printer is attached to the modem then all devices go through the modem and they can use any band or a hardwired connection.

If the printer works at 2.4 or 5 then when it wakes up from sleep or is powered up after a power outage, it might get a different IP address depending on which band is happens to connect with.  If the IP address is different than what the PC has then the PC must search for the printer again.

Please provide the Product ID or Model name of the printer for better assistance.

[WGB2]

Hi Beemer Biker,

I think that is exactly the issue re 2.4 or 5ghz but how do I sort it?  Printer is a HP Officejet Pro 6020 series.

Thanks

[WGB2 · Accepted solution]

9020 series !!

[BeemerBiker]

Click here for network setup in a different language

it should not be necessary, but you may have to reset the printer to get it back into setup mode. that is discussed here.
Do not use WiFI direct as the printer uses only the 2.4ghz band and all your devices must run at 2.4ghz to print directly to the printer.

network setup video to connect to the modem.
https://www.youtube.com/watch?v=1Jp7hT7M4gw

full feature software
https://ftp.hp.com/pub/softlib/software13/printers/SJ0001/COL117466/Full_Webpack-51.10.6089-SJ0001_F...

page 139 discusses network setup if you do not want to watch a video.
http://h10032.www1.hp.com/ctg/Manual/c06220010.pdf

If you still have a problem then you need a different SSID (name) for each band and may have to use a fixed IP address. This is discussed here and video is provided.

A fixed IP address is generally required for flex systems (multiple wifi boosters)

OfficeJet Reference