moved to a wirestar community - now wireless printer is unavailable

[josephjcahill]

I moved from a home with a single AT&T router into an apartment community with wirestar routers in each apartment.

On the AT&T router my printer was always on-line.

Now on the wirestar network my printer connects to wifi but is unavailable to the HP Smart app.

The information page displays this message "more than one access point/wireless router has been found that matches your wireless network name" which makes sense, the whole apartment complex has the same SSID and I cannot change the SSID.

How do I get this printer available to the HP Smart app? Thanks.

[Garp_senchau]

@josephjcahill, 

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share your HP unit's product number with us? 

Need help finding your product number? We've got you covered! Check out this handy guide:  Click here

Meanwhile you can try these steps:

Since the printer is connected to Wi-Fi, you can try connecting to it manually through the EWS by entering the printer's IP address.

• To find the IP address of your printer:
  1. Print a Network Configuration Page from the printer’s control panel. The steps to do this should be in your printer’s user manual.
  2. Find the IP address listed on the page.
• Login to the EWS page by typing the Ip address of the printer in the browser, then go to Add Printer and select Add Printer by IP Address and enter the printer’s IP

Reference: Use the HP printer Embedded Web Server (EWS) | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards,

[josephjcahill]

good evening Gary and thank you for your suggestions.

it is a deskjet 3700 printer/scanner.

Presently I use it by printing to the queue on my laptop then, when convenient, disconnecting my laptop from the apartment wifi and connecting to the printer wifi, the laptop print manager prints the queue contents and I disconnect the laptop from the printer wifi and reconnect to the apartment wifi.

The printer information page states the printer is connected to wifi network and has an address, and the network configuration page confirms that and shows a dns and gateway. my laptop pings the dns and gateway address, but fails to ping the printer address, and the web browser never completes a connection to the printer address.

Joe

[Garp_senchau · Accepted solution]

Hey @josephjcahill ,

Thank you for your response

Kindly note that if you are using guest or public networks (such as networks found in apartments, coffee shops, schools, or hotels), they have additional security features that can prevent printing.

To print, directly connect your computer or mobile device to your printer with Wi-Fi Direct.

Reference: HP Wireless Printers -Cannot Print over a Guest or Public Network | HP® Support

Also, you can refer to this guide to reconnect to a private network: HP printers - Wi-Fi connection is lost after router or network settings change | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[josephjcahill]

Thank you, 

wirestar support said they had made some tweaks to the network and asked me to power off the printer, forget the wirestar network, then go through the steps to get on the wirestar network again. I did this and started periodically pinging the printer from my laptop. I noticed that HP Smart showed the printer as unavailable after a few hours yet the printer was replying to the pings. It also behaved properly on the laptop’s print queue and printed as expected. 

[Garp_senchau]

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards,