almost all the time connection problems HPCBC9e4

[Bert_Hennink]

Hi I am using this printer for over a year but still I have probems that I now want to resolve.
We have 2 PC's cable connected to  my ASUS router.
The printer is connected to the same router on the same local net

Verry ofthen we get a printer not available eroor when we want to print. Sometimes it recovers after minutes waiting , most time we need to unplug the power cable and plug in again after which the printer resets and wehn I kill the printjobs and start the printing over from Office op PDF reader the contens is printed correctly.

My PC is running win11pro and my wife's PC win10pro and hers s even worse than mine.
Tried to connect via the USB cable to her PC nut that does not so;ve anthing.

Wha could we do about this?

[Raj_05]

Hi @Bert_Hennink,

Welcome to HP Support Community.

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

It sounds like your HP ENVY 6020e printer's connectivity issues might be related to network communication between the printer and the ASUS router, or with how Windows manages network printers. Here are some troubleshooting steps you can follow to resolve these problems.

Update Printer Firmware and Drivers

• Firmware: Ensure your printer’s firmware is up to date. You can do this via the HP Smart app or by downloading the latest firmware from the HP support website.
• Drivers: Update the printer drivers on both your PCs. You can download the latest Windows 11/10 drivers from the HP support page for the HP ENVY 6020e.

Assign a Static IP to the Printer

A common issue with network printers is IP address changes, which can cause the "printer not available" error. Assigning a static IP to the printer ensures that it always keeps the same address on your local network.

• Access your ASUS router's settings, and look for DHCP settings.
• Find the printer in the list of connected devices, and reserve an IP address for it.
• After setting a static IP, you may need to manually add the printer with its IP address on each PC:
  1. Go to Settings > Devices > Printers & Scanners on your Windows PCs.
  2. Select Add a printer or scanner, then choose The printer I want isn’t listed.
  3. Select Add a printer using a TCP/IP address, enter the static IP, and complete the setup.

Disable Printer Sleep Mode

The printer may be going into sleep mode and not waking up properly, which can cause delays or failures when printing.

• Use the HP Smart app to disable or extend the sleep mode timer, if possible.
• Alternatively, access the printer’s Embedded Web Server (EWS) by typing the printer’s IP into a web browser. From there, look for sleep settings in the Power Management section.

Ensure Network Printer Visibility

• On each PC, try the following command to refresh the printer status:
  1. Open Command Prompt and type net stop spooler && net start spooler. This restarts the print spooler service and may help with visibility.
• You can also clear the print spooler on each PC:
  1. Go to Settings > Devices > Printers & Scanners.
  2. Select your printer, then click Open queue.
  3. Cancel any stuck print jobs and restart the PC.

Check ASUS Router Settings

Ensure your router isn’t blocking or limiting connectivity to the printer:

• Look for AP Isolation or similar settings in your router’s wireless configuration and disable it if it’s enabled. This can prevent devices from communicating properly on the same network.
• Check if the router has QoS (Quality of Service) settings that may be affecting the printer's connectivity. Disable or adjust them as needed.

Use HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor on both PCs. This tool can automatically detect and resolve common printing issues, including network and connectivity problems.

[Raj_05]

Test USB Printing with Different Port and Cable

Since USB printing didn’t work on your wife's PC, try:

• Using a different USB cable.
• Plugging the cable into a different USB port.
• Reinstalling the printer as a local printer on your wife’s PC, using Add a Printer in Settings > Devices > Printers & Scanners.

Try Reinstalling the Printer on Both PCs

Completely uninstall and reinstall the printer on both PCs:

1. Go to Settings > Devices > Printers & Scanners.
2. Select the printer and click Remove device.
3. Restart the PC, then reinstall the printer by adding it back through Add a printer or scanner.

These steps should improve your printer's stability and reduce connectivity issues.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Bert_Hennink]

Hi @aiden4

Update Printer Firmware and Drivers

I checked and I have the latets version firmware 

Firmware Version VASBYTPP2N001.2349A.00
Built Date 2023-12-06

I ran HP easystart again with update all, and will try coming days if it is solved. Need to do the process over on the 2nd PC but wife is working on it now

Assign a Static IP to the Printer.
All my network devices have static IP

Ensure Network Printer Visibility

is OK

I think my router settings are OK
No Isolation from my  Lan SSID where the printer is connected  (the main WIFI connection, not on a guest SSID)

Disable Printer Sleep Mode

So,mething I try later if I still have problems after checking other suggestions. I do not want the printer to use a lot of power

Ensure Network Printer Visibility

is OK

[Raj_05]

Hi @Bert_Hennink,

Thank you for your response, 

Is there anything else that I can help you with today?

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!

Take care and have a great day ahead!

Alden4

HP Support