HP ENVY 4504 won't connect to wireless

[Osteo304]

Hi there, I installed my printer along with a new desktop a couple of weeks ago. It was all working fine but now the printer won't connect to the wireless network on the desktop. It asks for a network security key, I've tried several passwords but it's not happening. The desktop works on a wireless internet connection and this is working fine. I tried the wireless password and the password that i set up for the printer but neither of those were accepted. Thanks for your help.

[Drakster]

Hi @Osteo304, 

Welcome to the HP Support Forums! 

I see that you're experiencing wireless connection issues with the HP ENVY 4504 Printer. I would be happy to help and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos. 

From what you're describing it sounds like there was a password setup on the EWS for the printer. If you do not know the password, we will have to reset the printer to factory settings to remove it. This would remove the additional security set on the printer causing the issue.

I can send you that information in a private message. In the forum beside your handle name just click on the envelope to view it.

Once you reset the printer, you will be required to reconfigure the wireless on the printer again. 

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂

[Drakster]

Hi @Osteo304,

Thanks for getting back to me, in a private message. Please post further questions or discussions on this thread.

In order for me to assist you better, I will require more information.
What operating system are you using?

• Mac OS X: How Do I Find Which Mac OS X Version Is on My Computer.
• How to Find the Windows Edition and Version on Your Computer.

Once I know which OS you're using, I can send you more steps to try.

Was the reset successful?

Please respond to this post with the results. Good Luck!

[Osteo304]

Hi again, I went away on holiday after your last reply and when I got back the printer was working again. It has been fine since then until today when the same problem has happened again. Normally the printer wifi will connect automatically but it's not now - if I connect it manually, the desktop disconnects from the internet (also connected by wifi). The rpinter prints from my phone through the same network and I just went through a few steps on the HP website trying to sort this out - it printed a "make the most of your printer" page after this from the same desktop which won't print a word document! Am I going insane! I operate my business from this desktop so when the printer isn't working it's a real problem - is it too late for me to return it to the store (I bought it in October)? Please help!!!

You asked i a previous message what my operating system is - windows 8.1.

Thanks, Melinda