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Mo-B
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All in one printer drops Wifi connection. Tried everything, 5 minutes is all you get!

HP Recommended
OfficeJet 3830
Microsoft Windows 7 (32-bit)

Gone through all the HP trouble shooting methods and tips.  Including moving printer to another room, setitng manual IP - no luck.  Regular as clockwork drops connection after 5 minutes, reconnects on reboot, etc.

Tried the on line method of trouble shooting reports no problem when connected.  When troubleshooter is run after printer drops connection - tells me it is not connected - Really!!!!  Run printer diagnostics - reports local netwrok - pass and gateway configured - pass, accessible - pass.  Run when same test 5 minutes later) tells me local network pass, configured - pass -gateway - failed? both scenarios same IP

 

Has anyone had any luck solving this problem?

 

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The_Fossette
HP Support Agent
HP Support Agent
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Hi @Mo-B

 

Welcome to the HP Forums!

 

It is a great way to engage, post questions and find resolutions by working with specialists in the HP community.

 

I reviewed your post and I understand that the printer is not maintaining the wireless connection.

 

I’d love to help!

 

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score.

 

Follow the steps in the below article check if it helps.

 

http://hp.care/2nYx0Ks

 

Let me know how it goes and you have a good day ahead.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care!

 

Cheers!

The_Fossette
I am an HP Employee

Mo-B
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Tks, I have been through this trubleshooting article - twice.  It was of no help.  printer continues to have a mind of it's own.

I thought maybe someone may have a fresh approach to this issue.  I have contacted HP but they offered nothing mopre that is currently available  - like can HP provide a patch or update that will allow the printer sleep mode to turn off as a test to maintaining the connection.  The disconnection is so coincidental to that feature, but no way to disable it.  I know you guys will say not related, but have you done any testing on the product?

 

But hey tks for responding at least

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The_Fossette
HP Support Agent
HP Support Agent
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Hi @Mo-B

 

I would like to know whether you have tried assigning a static IP to the printer and checked? If no, follow step 11 in the below article and assign a static IP address and check.

 

http://hp.care/2nYx0Ks

 

Let me know how it goes and you have a good day ahead.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care!

 

Cheers!

The_Fossette
I am an HP Employee

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Mo-B
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Yes, I have done all these steps and attempts to solve. Static IP made no difference. On 5 minutes - disconnects. I am not convinced this is a system issue, it is a design software or firmware issue. For example: Why can you not turn off the sleep mode. My old HP wireless printer did not drop the connection on same system.
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The_Fossette
HP Support Agent
HP Support Agent
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Hi @Mo-B

I recommend you to update the firmware of the printer and check if it helps.

Follow these steps to download and install a firmware update.

  1. Make sure the printer is on and connected to the computer, either through your local network or a USB cable.

  2. Go to HP Customer Support - Software and Driver Downloads, and then enter your printer model number.

  3. Select your operating system if required.

  4. Click Firmware, and then click Download.

    If a Firmware section is not listed, an update is not currently available for your printer.

  5. Click Use HP Download and Install Assistant (Recommended), click Next, and then click Install now.

  6. When the HP Printer Update window opens, see if the printer serial number displays.

    • If the serial number displays, select the checkbox next to it, and then click Update.

    • If the serial number displays but the status is 'not applicable' (grayed out), you do not need to complete the firmware update. Click Cancel.

    • If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer, wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.

    Figure : Updating the printer firmware (Windows version shown)

     The HP Printer Update utility window showing a serial number selected for an HP OfficeJet 4650 and an activity bar showing that the update is in progress.
  7. When the update completes, click OK.

  8. If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.

    1. Search Windows for Devices and Printers, and then click Devices and Printers in the list of results.

    2. Right-click the USB printer device that matches your printer model, and then select Remove Device.

    3. Disconnect the USB cable from the printer and the computer, and then restart the computer.

Take care!

Cheers!

The_Fossette
I am an HP Employee

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Mo-B
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Thank you. I have also done this. No firmware update available for this printer. I am really disappointed that HP are not stepping up to solve this issue. I think I understand now why this printer was on sale and was not selling even at knock down price. It works great with a USB connection, but that is beside the point. HP product development need to get on board.
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The_Fossette
HP Support Agent
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Hi @Mo-B

 

I have brought your issue to the attention of an appropriate team within HP. 

 

They will likely request information from you in order to look up your case details or product serial number. 

 

Please look for a private message from an identified HP contact. 

 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you for visiting the HP Support Forum

The_Fossette
I am an HP Employee

Mo-B
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Thank you
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