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Common problems for Connectivity Issues
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Locked

‎02-07-2025 01:06 PM

HP Recommended
Product: HP ENVY 5020 All-in-One Printer
Operating System: Microsoft Windows 11

I have a HP desktop and a HP printer. You would think that they should work together. Mine doesn't. I am enrolled to instant ink. Every month, without fail I get a message that I must re-connect my printer to the internet. This is usually achieved by restarting both the printer and the PC. I'm convinced that there is nothing wrong with my set up, and the problem must be HP's slow, flaky and clumsy software. 

 

Exactly the same issue is experienced with my sister's HP printer and my daughters. This is no coincident. Will HP ever admit this is their problem, and not ours? 

2 REPLIES 2

‎02-12-2025 01:51 PM

HP Recommended

Hi @oldbutstillgoin,

 

Welcome to the HP Support Community! 

 

Thanks for reaching out about your query regarding connection issue!  

We're thrilled to have the opportunity to assist you and provide a solution.

 

I get how frustrating this must be, especially when you're using an HP printer with an HP desktop, expecting a seamless experience. Since you've encountered this issue regularly, and across multiple HP printers, here are some steps that might help stabilize the connection and prevent frequent disconnections:

 

1. Assign a Static IP Address to Your Printer

One common reason for frequent disconnections is IP address changes caused by your router. Assigning a static IP can help:

  1. On your printer, go to Settings → Network Setup → View Network Summary and note the current IP address.
  2. Open a browser on your PC and enter the IP address in the address bar.
  3. Go to Network → Wireless (or Ethernet) → Advanced Settings.
  4. Look for IP Settings and change it from Automatic (DHCP) to Manual or Static.
  5. Keep the same IP address, subnet mask, and gateway as shown in the printer’s settings.
  6. Save changes and restart your printer.

 

2. Ensure Your Printer Is Connected to a 2.4GHz Wi-Fi Network

HP printers often disconnect when using a 5GHz Wi-Fi network:

  1. Log into your router settings (usually by entering 192.168.1.1 in your browser).
  2. Check if your router has both 2.4GHz and 5GHz bands.
  3. Connect your printer only to the 2.4GHz network.

 

3. Disable Wi-Fi Auto Power-Off on the Printer

Some HP printers have a feature that turns off Wi-Fi when not in use, causing reconnection issues:

  1. On your printer, go to Setup → Preferences → Wi-Fi Settings.
  2. Look for an option like "Wi-Fi Auto Off" and disable it.

 

4. Set Printer as the Default in Windows

Sometimes, Windows may keep switching to "offline mode":

  1. Open Settings → Bluetooth & Devices → Printers & Scanners.
  2. Click on your HP ENVY 5020 and select Manage.
  3. Click Set as Default.
  4. Under Printer Properties, uncheck "Allow Windows to manage my default printer".

 

 

Kuroi_Kenshi
I am an HP Employee

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‎02-12-2025 01:51 PM

HP Recommended

5. Update Printer Firmware & HP Smart App

Outdated firmware or software can cause connectivity issues:

  1. Open HP Smart App and check for firmware updates.
  2. Go to HP’s support website, enter your printer model, and download the latest drivers.

 

6. Disable Instant Ink Cloud Printing (If Not Needed)

Since you use Instant Ink, your printer regularly checks HP’s servers. Sometimes, this causes disconnections:

  1. Go to HP Smart App → Printer Settings.
  2. Look for Instant Ink Cloud Printing and disable it.

 

7. Restart Print Spooler Service

If your printer is connected but shows as offline, restart the print spooler:

  1. Press Win + R, type services.msc, and press Enter.
  2. Scroll down to Print Spooler, right-click it, and select Restart.

 

The issue is likely a combination of network settings, printer power-saving features, and Instant Ink connectivity checks. These steps should help reduce frequent disconnections. If it still happens, checking router logs for printer connection drops may give more insights.

Let me know if any of these steps helped, or if you need a simpler walkthrough for a specific step. 😊

 

 

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

 

Take care and have an amazing day ahead! 🚀

 

Best regards,

Kuroi_Kenshi
I am an HP Employee

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