connected but not recognized

[JenLA2022]

My HP Envy 6055e is connected to my wifi but the app believes it is not. I’ve rebooted the printer and the computer and the app. I’ve printed out the printer info report which shows it is indeed connected to a strong signal. I can’t get the app to work and of course there's no real customer service. Any ideas? Please and thank you!

[Pallipurath]

Hi @JenLA2022,

Welcome to the HP Support Community.

Thank you for posting your query.

I am sorry to hear that  your HP Envy 6055e printer is connected to your Wi-Fi network but is not being recognized by the HP app, follow these troubleshooting steps:

Restart Devices:

• Restart your printer, computer, and router to clear any error states. After restarting, make sure all devices are connected to the same network.

Check Network Connection:

• Ensure that your computer or mobile device is connected to the same Wi-Fi network as the printer. Do not connect to the printer's Wi-Fi signal DIRECT-xx-HP [your printer model name].
• Check your network signal strength. If the signal is weak, move your devices closer to the router.

Wi-Fi Setup Mode:

• Restore the Wi-Fi setup mode on your printer. This helps establish a fresh connection with the HP app.
• For printers with a touchscreen: Open the Wireless or Setup menu, select Network setup or Settings, then choose Restore Network Settings.
• For printers without a touchscreen: Follow the steps outlined in Restore Wi-Fi setup mode on your HP printer.

Bluetooth and Location Services:

• Ensure Bluetooth is enabled on your device, as the HP app may use it to detect the printer. On mobile devices, enable location services to allow the HP app to access location data and detect the printer.

Reinstall HP App:

• Uninstall and reinstall the HP app from 123.hp.com or your app store. After reinstalling, attempt to add the printer again.

Printer Firmware and Software Updates:

• Ensure that your printer firmware and the HP app are updated to the latest versions. Visit HP Software and Driver Downloads to check for updates.

Router Settings:

• Confirm that your router settings are not blocking the printer's IP address. Ensure that both the 2.4 GHz and 5 GHz bands are enabled and that the printer is connected to the correct network band.

Take care and have an amazing day!

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Regards

Pallipurath.