HP Envy 4500 won't stay connected to my Network, no fixes work

[FarfalleAlfredo]

I've had this printer since June.  Immediately it gave me connection issues that took weeks to solve because none of the posted fixes worked.  Recently I had to replace my modem and ever since I'm back to square one with the issues, and again, none of your posted fixes are working.  I'm about to wear out the power supply in the printer and the router from all these unplugging and replugging in (doesn't fix the problem) and I can't even get into EWS because it won't stay connected long enough to load the page!   I'm finding the same problems posted dating back several years...why hasn't HP fixed this issue?  You've known about it for YEARS but you still won't fix it?    I also find this strange that it also happpened right as I activated Instant Ink and I now have to print multiple pages of tests and diagnostics...way to run up my page count so you can charge me extra at the end of the month!

I think the only fix for this problem is to NOT buy a HP wireless printer ever again since it's apparent the company won't stand by their product and they won't fix ongoing issues that are years old.

[FarfalleAlfredo]

HP, you really need to put out a fix for this problem, it is continuous and it is not something a loyal HP customer should ever be put through.  I am sick and tired of having to uninstall and reinstall every time I want to print because your printer won't stay online.  It is costing me more money than it's worth to get this going and to get my documents to print.

Once again, Printer is offline.  It IS communiting with my network because it is printing my Printables I'm subscribed to.  However every time I try to print from a device, doesn't matter if it's my laptop, tablet, or phone, I get the message that it's offline.   Once again (and I should NOT have to do this EVERY TIME I need to print, but I do)....

Restart router, restart printer, restart computer, uninstall drivers, reinstall drivers, spend more time than necessary searching for yet another fix that doesn't work.

Guess what's happening now....It won't reinstall.  There is zero communication between my laptop an the printer.  Print and Scan Doctor finds nothing, trouble shooter finds no issues, yet I'm not printing.

Thanks HP, my next printer will be a Canon.

[Drakster]

Hi @FarfalleAlfredo,

Welcome back to the HP Support Forums!

I understand that you're experiencing issue with your HP Envy 4500 Printer going offline. I will certainly do my best to help you.

I read through your previous posts regarding this matter and it looks like you were running Windows 8.1 before upgrading to Windows 10 and you were having the same issue in Windows 8.1.

Here's a document I would recommend that you try, 'Offline' Printer Status Message Displays (Windows 10). 

Which modem and router are you using?

Have you tried setting a static IP address on the printer?  

Does the router have the latest firmware? Please update it if applicable. 

NOTE: HP Envy 4500 series has a firmware update to improve printer performance. This firmware update is available on Windows 8.1 and earlier.

Do you have another computer you can install the printer on, using a USB connection to perform the firmware update? Click here  to go to the HP website for locating the firmware download.

If you need further assistance, please let me know the following information above.

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

[FarfalleAlfredo]

The modem and router are brand new from Comcast (my provider), they were just installed last week.  The printer has been given a static IP address and all hardware is up to date.  It still will not connect.

I'm buying a Canon this upcoming weekend.  I should not have had this problem for the past 4 months with no solution.  I should not have to get new hardware whenever I want to print something.  If HP would have stepped in to fix this issue when it FIRST happened in May, I may still be a customer.  You lost your chance, I'm done with anything HP.

[FarfalleAlfredo]

Also, your document is completely useless as if you would have bothered to read my complaint, you would see that the printer doesn't even connect so the steps in the document are a waste of time.  Before you ask, No, I will not try to connect with a USB, I purchased a wireless printer and it will work wireless.

[Drakster]

Hi @FarfalleAlfredo,

From what you're describing it sounds like you may be experiencing two different issues.

This first issue could be incompatibility or settings on network which could be causing issues with between your printer and the router. 

Secondly, if you're having to uninstall and reinstall the HP Software to get the printer working, the problem is likely related to your OS and or HP Software and Drivers. The document I recommended should help resolve this.

If you would like to try the solutions I recommended and report back, I would be more than willing to assist you further.

If you would like to contact HP Support, they can take control of the computer to see what is wrong, whereas I cannot. 

Contacting HP for service in all countries/regions except Asia Pacific.
What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear.

If you wish to get a Canon instead, I wish you all the best.

Thank you for posting in the HP Support Forum. Have a great day! Good Luck!

[FarfalleAlfredo]

The thing is...I've done everything multiple times in the past 4 months and the printer still does not work properly and from what I've read this has been an issue for several years and it's still happening, which means that HP does not back it's products and doesn't care to fix issues that are years old.   This is my fifth HP printer, I've been using HP for years and this is the last one because no matter what I do, it does not work and it has never worked properly.  When I got it it would go offline in the middle of a print job, spent days doing reboots and reinstalls and following "help" documents.   Finally got it to print a complete document (after wasting a ream of paper and two ink cartridges).  Did good for about a month but only if I don't try to print more than a couple pages at a time.  This past month it has been constantly offline, replaced my modem and router as those were old, updated drivers and firmware on everything...still offline.    Tried to reinstall drivers again and now it won't even connect to my laptop at all but all diagnostics say it's fine, there is no problem...yet I still cannot print.    I take online college courses, I need to print.   I arrange music for my concert band, I need to print.   Hp has ceased to be reliable and I have come to the conclusion that the only way to fix this problem and be able to print is to get another brand since HP does not seem to care as I'm told to do the same thing over and over and over and over again....how many times does one have to reboot, restart, reinstall something before you guys get the hint that that solution is not working.

[FarfalleAlfredo]

Just to humor you, I tried following your document, although it is not for my printer.  I have already taken these steps in the past, however now I am not able to get into the EWS, I get a website not available connection timed out.

Printer is connected, has excellent signal. It's printing the Printables I have scheduled.
Computer is connected to the same network.
Printer will not connect to the computer.  

[Drakster]

Hi @FarfalleAlfredo,

If the computer cannot pull up the EWS for the printer, here are a few reasons why that might be happening.

• The computer and the printer are not on the same network. 
• The firewall or anti-virus is blocking it, disable them. 
• Try a different internet browser, such as Internet Explorer, Google Chrome or FireFox.

What is the IP address of your printer and the computer?

Do you have a unique network name (SSID) or have you kept the default SSID of the router?

Are you able to bring up the EWS from another computer or handheld device?

Ensure the network name (SSID) is the same on both devices.

Which router are you using? Is it dual band? 

2.4 GHZ and 5.0 GHZ networks, should not have the same network name. If so, rename the 5.0 GHZ network.

• Turn off all devices
• Turn on the router, wait for it to be completed booted
• Turn the printer on, wait for it to connect to the network
• Turn the computer on, ensure it is on the same 2.4 GHZ network
• Try the EWS again

If the issue persist, create a new user profile account and try the EWS again.

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

[FarfalleAlfredo]

It printed one page of a three page document and went offline in the middle of the print job.