more than one access point/wireless router has the same SSID

[sadie33]

My HP laptop stopped connecting to my HP Envy printer. The HP App says the doc has been sent but nothing happens. A printer status report said that more than one access point has the same SSID number. 

I've tried restarting the router and restarting the printer, removing and replacing cables etc. 

Please help. I'm just about to return the printer to the shop under warranty and just buy another product because this keeps happening. 

Sometimes a doc will print then the next day it won't. Or the first page will print but then none of the other pages. 

My laptop cannot find the printer even when I am sitting beside the printer. 

[Anand_Andy]

Hi @sadie33,

Welcome to the HP Support Community

I understand you are facing a connectivity issue with your HP ENVY 6022e All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better I would like to get some more information: 
 

• Do you have a dual-band router?
• Did you make any changes to the router?

While you answer that, In case you have a dual-band router then I request you to change the SSID (Network Name) according to the bandwidth(2.4Ghz or 5Ghz). 

Note: Once you change the SSID, then you will have to connect all your network devices back. You may contact your Internet Service Provider in case you need help in changing the SSID.

I request you to follow the below steps to resolve the issue: 

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 TCP/IP port

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a.    Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    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.  

d.    Select Next and Finish the Wizard.

Update the printer firmware

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

Hope this helps! Keep me posted. 

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