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05-09-2017 01:58 PM - last edited on 05-09-2017 02:04 PM by danny-r
Ok, so i'm back.
Same error as before.
The printer can see the network, but it can't connect to the network.
I've tried removing the security as before, but it still won't connect.
Tried re-adding the security: no luck
Tried setting up a guest network with different SSID and both security and no security: nothing
Tried different types of security
Tried forcing the router to a diferent channel, and a different mode (54Mbps, 144Mbps and 300Mbps)
Tried changing the settings of the 5Ghz band to see if there is interference from that
been having this trouble for months off and on (the printer doesn't get used much). I can get it to work via wireless direct from a phone, or a laptop if i disconnect from the house network and join the printers. Doesn't help for the hard-wired desktops though.
I'm beginning to think that there is a fault your printer's firmware...
05-11-2017 02:07 PM
Thanks for visiting the HP community. A good day to you. I came across your post where you require assistance regarding setting up the printer on the wireless network. I will be delighted to assist you here.
Splendid effort, commendable troubleshooting and superb description of the issue. Kudos to you on that score.
- Does the printer receive an IP address?
- Is the printer software correctly installed on the computer?
- Please let me know the operating system on the computer to assist you better?
HP printers work on only 2.4 Ghz. So make sure that the router only broadcasts on that band.
Change the router channel to 11. Then change network mode to B/G and not B/G/N/AC
Then please try these steps from this link: for setting up the printer on the network for windows: https://support.hp.com/us-en/product/hp-photosmart-5520-e-all-in-one-printer-series/5157533/model/52...
For Mac please check this link: https://support.hp.com/us-en/product/hp-photosmart-5520-e-all-in-one-printer-series/5157533/model/52...
- Then disable IPV6 on the printer and assign a static IP address for it.
- For windows follow the steps in the printer offline document: https://support.hp.com/us-en/product/hp-photosmart-5520-e-all-in-one-printer-series/5157533/model/52... under “Other things to try”
- Also for Mac follow the printer offline document: https://support.hp.com/us-en/product/hp-photosmart-5520-e-all-in-one-printer-series/5157533/model/52... under “Other things to try”
- Please reset the mac printing system if the computer is a Mac operating system.
- Please perform these steps patiently as it is important to resolve the issue.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂
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 now and have a splendid week ahead. 🙂
I am an HP Employee
05-12-2017 07:30 AM
Questions answered in order:
The printer does not receive an IP address.
The printer software is not installed on any computer, only the drivers are installed. This has worked fine in the past, and stops the annoying popups trying to get me to sign-up to automatic ink purchasing/delivery.
Operating systems range from Windows Vista, Windows 7, Windows 10, Android 7 and iOS and MacOS (versions I don't know).
The issue hasn't been with the computers, but with the printer not connecting to the wireless network. Using the wireless setup wizard, I select the network to connect to, enter the passphrase (if security is enabled) and press connect. It thinks for a few minutes then says can't connect.
I'm only trying to connect to the 2.4Ghz network, the router broadcasts 2 separate networks, 1 for each frequency. They hvae different SSIDs and passwords. Surely having the router broadcast a separate 5Ghz network the printer can't see shouldn't affect how the printer connects to a different network? If it does, then i'll need to find another manufacturer of printer as i don't want to turn off my high-speed network just to suit the printer.
Setting to channel 11, and reducing the mode down to 54Gbps didn't fix it.
I've previously tried the instructions in the link (although via standard troubleshooting rather than following the link) with the exception of the print/scan doctor. I'll try that later if i can find a suitable USB cable.
05-13-2017 04:16 PM
Thanks for the reply, recommend you to configure the printer on your computer using a USB cable and the full feature software of the printer from www.hp.com/drivers
Once the printer is working fine with USB setup, refer to this HP Article to convert the USB connection to wireless.
Once the printer is working fine with wireless setup, capture the IP address of the printer.
Uninstall the HP Software and configure the printer using the IP address with the help of Windows built-in drivers. Click here.
Hope this helped.
I am an HP Employee