printer WiFi connection problem

[MHRRM1]

Hello,

After I first installed the printer, I used it without any problems for the first three months. Then suddenly I had WiFi connection problems. I tried reinstallation and all other support solutions but it doesn't work. When I press the WiFi button, the Wifi light flashes and remains off. The purple light in front of the printer is always on. When I try to install, the printer appears but can not connect to network. I also tried to install it on a different router but no solution. I would be happy if someone helps.

[Nal_NR]

Hi @MHRRM1,

Welcome to the HP Support Community. 

I'd be glad to help you! 

To be able to answer you effectively, we need some information.

May I have the exact name and product number of the unit? Do not share any of your personal information such as serial, phone number, email ID, etc.

[MHRRM1]

Hi Eloni,

Thanks for your message. My printer is HP ENVY 6020e.

[Nal_NR]

Hi @MHRRM1,

Thanks for sharing the product details. I understand that you are facing connectivity issues. 

Make sure, your printer and your device are on the same network as 2.4GHZ only. 

Is it a private (Home network) or a public Wi-Fi connection? Wi-Fi direct? Or Hotspot?
What device are you using the printer with a Windows computer, Mac, Android, or iPhone?

Meanwhile, perform the steps below. 

Restart devices

• Restart your computer or mobile device, printer, and router to clear any error states.
• Disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.
• If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.
• Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.
• Turn off the computer or mobile device that the printer was set up with.
• Restart the router.
• Reconnect the power cord to the printer and to a wall outlet.

Note:

• HP recommends plugging the printer directly into a wall outlet.
• Turn on the computer or mobile device.
• Check the connection to make sure the same network is used by the printer and the device.
• Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.
• Printer: Check the Wireless light on the control panel. If it is solid blue the printer is connected.

Click here for the remaining steps. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[MHRRM1]

Hi @Eloni_NR,

I tried everything but negative. It was working normal but after 3 months this connection problem occured. I also changed the router but no change. When I push the WiFi button Wifi light blinks and stays OFF. There is only purple light in front of the printer.

It is a private Wifi, I am trying to connect with both iPhone and Windows PC.

[Nal_NR]

Hi @MHRRM1,

Thank you for performing the recommended steps, I see that it has not helped. 

Follow these steps:-

1. Restoring the printer to factory defaults will remove all settings and functions previously set up on the printer.
2. With the cartridge access door open, press and hold the Wi-Fi and Power buttons for at least three seconds.

Refer to page number 6 in this user guide for more assistance:-Click here

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[MHRRM1]

Hi Elohi_NR,

I have checked it now and I realized I have a wireless of 802.11ac network which is different than required in manuel. Also this connection shows 5 GHz. When I try to setup printer by computer, it can find the printer but gives an error of printer can not connect to the network. What can I do for this?

[Nal_NR]

Hi @MHRRM1,

Your printer likely requires a 2.4 GHz wireless network to connect. Many modern networks use dual-band routers (2.4 GHz and 5 GHz), but printers like yours often cannot connect to the 5 GHz band.

Check Router Settings for 2.4 GHz:

• Log in to your router’s settings (typically via its IP address in a web browser).
• Ensure that the 2.4 GHz band is enabled and broadcasting. Sometimes, dual-band routers merge both 2.4 GHz and 5 GHz into a single network name (SSID), which can confuse the printer.
• If both bands share the same SSID, create separate SSIDs for the 2.4 GHz and 5 GHz networks. For example:
  • 2.4 GHz: "MyWiFi_2.4"
  • 5 GHz: "MyWiFi_5"
• Try connecting your printer to the 2.4 GHz network.

Manually Connect the Printer to the Network:

• On the printer's control panel, locate the Wi-Fi Setup Wizard.
• Select your 2.4 GHz network and enter the password to connect directly.
• Once connected, retry the setup process on your computer.

Ensure Printer and Computer Are on the Same Band:

• Make sure your computer is temporarily connected to the 2.4 GHz network (not the 5 GHz) while setting up the printer.

Reset Printer's Network Settings (if needed):

• Reset the printer’s network settings to default (usually through the control panel or by holding down the wireless button for a few seconds).
• Repeat the connection process after the reset.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[MHRRM1]

Hi Elohni,

I have made the 2.4 and 5 GHz band separation today and I tried everything for setup but there is no change. It is all same like before separation. Iphone can not find printer. Windows computer can find printer but printer can not connect to Wifi in every attempt.

I bought this printer on June 2024. I could use it just 2 or 3 months. Since September 2024 this printer has this problem and nothing changes. I want to give this printer back and take a new one in guarantee. I don't want to strive anymore. Otherwise I will brake and throw it to waste container and will never buy a HP printer.

[Nal_NR]

Hi @MHRRM1 ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue over the phone. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!