Cannot print from computer

[PelleH]

I send printing job to the printer from the HP Smart app. It prepares for printing making some noise but doesn´t print. Printer que shows no document in the que. If I send to the printers mail address it prints after some time, I can start printing from my phone.

[Kumar0307]

@PelleH, Welcome to the HP Support Community!

I understand the printer is not printing documents from your computer. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

Check the connectivity between the printer and the PC

• Make sure the printer and the PC are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Try printing.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[PelleH]

I have a mesh wifi setup tp link deco5 that I am not able to change the names of the networks! I do need another solution. I wonder why this problem appeared about one month ago. Before that my Envy  photo  AIO 6234 was printing on happily in this enviroment. I thought the printer had broke so I bought this Smart Tank. Is there some other setting in my decos that I can change besides turning off either 2.4 GHz or 5GHz band? The settings i can manage are LAN IP, DHCP server, IPTV VLAN, Address reservation, DDNS, SIP ALG, UPNP. Can any of these be changed in some way to circomvent this issue? I have also a possibility to do something to the IPv4 and 6 settings, is that a way to go?

[Kumar0307]

@PelleH

To check the connectivity between the devices, 

• On the printer control panel, press the Information button  and Wireless button  at the same time.
• A Wireless Test Report and Network Configuration Page print. The Network Configuration Page might be up to four pages.
• Obtain the IP address of the printer.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• Try printing a test page.

You may use an ethernet cable between the printer and the PC to check if that helps. Changing IPv4 or IPv6 settings is not required.

Let me know how it goes.

[PelleH]

Been testing as adviced. Result I can print testpages (Printer Status) OK, Test of wireless network. That tells me there are more than one router/point, SSID, with the same name (which I cannot do anything about) But it tells me the printer is connected.

I can still not send jobs to the printer. In my routerapp the printer is set for 2.4 GHz, my computers netcard is set to 2.4 GHz.

Next test would be using an ethernet cable, thats not possible on this Smart Tank Plus 558!  Theres an USB port that I will test tomorrow when I can get hold of the right cable. If the USB works will the other computers be able to print/scan from this printer/scanner?

[Kumar0307]

@PelleH

You can print from a computer that is connected via a USB cable to the printer but not from mobile devices. If you have more than 1 computer, you will have to switch the USB connection to the computer from which you need to print. 

This issue is because of the mesh network as more than 1 router has the same SSID. You may also check with your Internet service provider for assistance with the network.

Keep me posted for any other assistance.

[PelleH]

I´ve done 2 things to try to recifie this problem, first I connected TP Link and asked if there is a way to make separate SSID for the mesh devices and they said "no way"! Then I tried to assign the printer to one of the mesh clients hoping it would see only this one but to no avail!

So why in this "brave new world" where everything seems to be possible to program why cannot a software be developed by HP so the gadgets can work in an enviroment of a mesh wifi setup? I don´t belive I´m the only one who has such an enviroment.

THe USB way is out of the question as the PCs are in different locations.

Furthermore I tried to send jobs to the printers mail but to no avail.

[PelleH]

Edit the las line, I sent a job to the printers mail and it worked after soem 5 - 7 min it printed. Is that the way I have to go?

[Kumar0307]

@PelleH

Sending a print job to the printer's email address is called as ePrint. This is used when you want to print something but are away from the printer.

If the issue persists with the connectivity, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.

[PelleH]

Ok I will contact them and I´ll come back to you later.