Printer Not Connecting to Wireless Network

[MRicci24]

I am running an Arris Surfboard dual band modem and ever since I installed it in order to print I have to keep putting the wifi password back in even though it shows that it is connected.

[Sunshyn2005]

Hi @MRicci24, and welcome to the HP Forums! I'd be happy to help you with your printer connection. I understand that since installing the Arris Surfboard dual band modem you have had issues with the printer. HP Printers only work with the 2.4 GHz frequency, so when the modem and computer are on the 5.0 GHz they will no longer be able to communicate with the router as they will be on different frequencies. 

You might consider contacting your internet service provider to have them disable the 5.0 frequency, or if you are comfortable going into the modem/router embedded web server you should be able to do this yourself in the settings. 

Please let me know if this resolves the issue by clicking the Accept as Solution button below (this will mark your post as solved). If you require further assistance, let me know and I will gladly do all I can to help. 

[sabretooth04]

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@Sunshyn2005 wrote:

 HP Printers only work with the 2.4 GHz frequency, so when the modem and computer are on the 5.0 GHz they will no longer be able to communicate with the router as they will be on different frequencies. 

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Sorry, this is incorrect information.  The printer will work just fine on the 2.4Ghz band and your computers on the 5Ghz band.  It's the IP address that counts, not the frequency.    However some routers you will have to verify you have AP Isolation disabled.   It should be by default but you can check.

[MRicci24]

So it is connected to the 2.4ghz port, I can see it. I am ABLE to print, however it drops the connection after I print forcing me to have to reconnect each time I print. How do I check the AP isolation? Thanks.

[sabretooth04]

If you are able to print, AP isolation is off, like it should be.

Make and model number of router? 

These settings are for setting up your wireless printer to:

• Stay connected to your router
• Keep all wireless devices better connected
• Makes your router more secure and hack proof
• May speed up wireless printing

While DHCP is convenient, devices such as printers should always be assigned a static (fixed) IP address manually to avoid conflicts on your wireless network and must be outside the DHCP range of the router.

1. Set a static IP in the printer (click here) outside the DHCP range of the router (check your manual). This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this first if needed. More Wireless Printing help is here and here   and even more here.  Windows solution 4 assigns a static IP address. 
2. Verify in the printer that 'Auto Off/Sleep/Energy Saving Mode' is disabled and/or the System Mode Time Out is set to zero (0). Use the Embedded Web Server (EWS) by going to the printers IP address in your browsers address bar, click Settings Tab/Auto Off. Or use the Printer Assistant, Printer Home Page (EWS). Also check your Printers Properties.
3. If the printer supports and has IPv6 enabled, turn off IPv6 in the printer.
4. Make sure printer is plugged directly into a wall outlet and not into a UPS, power strip or surge protector. This will cause the printer to drop offline and disconnect (yes verified!).
5. If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 as the Alternate DNS server in the printer.
6. Wireless printers only work on the 2.4Ghz wireless band not the 5.0Ghz band.
7. Verify the printer is on the latest firmware by checking with the HP Support site.
8. Check all wireless devices in your home for interference. Check microwaves, baby monitors, wireless phones and wireless alarm systems are a big culprit.  Any of these will knock out your wireless printer intermittently.
9. Make sure your printer and router are at least 5 feet apart from each other.

In the router: (Refer to your router manual for information) 

1. Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest. 
2. Set router to 20Mhz bandwidth only, or 145Mbps depending on router. 
3. Always use WPA2-AES (Personal-PSK) encryption, but you can try ‘mixed’ mode. 
4. Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why, search the web).
5. If you have a dual band router (2.4Ghz and 5.0Ghz bands), make sure the SSID’s are NOT the same, they must be different for all bands including all Guest networks.
6. SSID broadcast must be enabled.
7. Always make sure your router is on the latest firmware.
8. Save all settings. Power off both, wait 2 mins.  Power on router wait 2 mins. 
9. Power on printer and verify it reconnects to router. 

Microsoft announced a Windows update to address device discovery ...waking up devices from sleep mode. Update your Windows 10.

https://support.microsoft.com/en-us/kb/3147458

If you have Windows 7/8/8.1   Is Network Discovery on or off?

1. Control Panel/Network and Internet/Network and Sharing Center/Advanced sharing settings.
2. Under Home or Work (current profile) / Network Discovery.
3. Select "Turn on network discovery" and save changes.

Now the last thing to do once all the above has been tried and you still have the same issue, fully de-install and remove the printer and all its software. 

Use http://www.iobit.com/en/advanceduninstaller.php .  Use Powerful Scan at the end and delete all registry entries shown.

Now go back and reinstall the Full Featured Software and Drivers from the HP web site.

Last ditch effort - If your printer has an Ethernet connection, suggest you get some Power Line Adapters and convert your house wiring to Ethernet for your printer.

[MRicci24]

It's an Arris Touchsone TG 2472. It's a modem and router in one that I got from my cable company so I am not sure how to change the settings.

[sabretooth04]

Well you could download the manual or call your ISP to help.