Deskjet 3720 - device not found during set up

[JP2018]

I've bought this printer today and am having a  lot of problems setting it up using HP Easy Start.

I wanted to use the printer in my home office at the bottom of my garden.  Unfortunately, the wifi signal is very weak by the time it reaches the office, so I connect my Macbook to the internet using my (Android) phone as a mobile hotspot - and I assumed I'd be able to connect the new printer to the hotspot too.  

I turned the printer on as instructed and ensured the wifi icon was there (the light was blinking).  Easy Start downloaded and found the printer, then came up with a screen depicting my Mac and the mobile hotspot with 'join' - which I did.  It then told me the network couldn't be joined without any explanation as to why.  I tried again and this time the printer couldn't even be found by Easy Start - it hung at 'searching' and since then repeatedly tells me no devices can be found.  

After a lot of messing about, I finally got the MacBook and printer connected using WiFi Direct - so I can print and scan from within the office.  However, I can't use any of the web services, or use Instant Ink.   To try to remedy this, I connected my Mac to the mobile hotspot and tried to access the printer's EWS (instructions about doing this were on a sheet the printer had helpfully spewed out as soon as I touched the unilluminated Web Services button).  However, despite having a strong internet connection (using Chrome as my browser), all I got was 'This site can't be reached'.

In the end I took the printer and Mac back up to the house - where the internet signal is fine.  At first, the setting up process seemed to be going OK - Easy Start found the printer and began 'preparing' and 'gathering' information, but then I again got the error message about it not being possible to join the network.  I turned everything off, restarted the Mac, tried again, only to get the same result - no device found.

At some point during all this, HP Utility was installed on the Mac.  When I open it, the new printer is listed as an existing device.  But, clicking on it brings up a screen headed by - 'Unable to communicate with the selected device.  It may have been turned off, or otherwise disconnected.'     It isn't turned off, it isn't disconnected.  It's two inches away from my MacBook. 

I also tried to connect to the EWS via the home wifi (again, using Chrome) and got the same 'This site can't be reached' message.

Can anyone shed any light on why I'm having such problems and what I might be doing wrong?  I know it should all be very simple.  There doesn't seem to be any way to manually connect the printer to either the home wifi or the mobile hotspot, which is really frustrating.  I've tried using the online 'assistant' to  sort the problem out, but the suggestions it offers are either ones I've tried or not applicable to the printer.

The functions on the 3720 seem to be working - it prints (having been set up via WiFi Direct), and scans.  I've also installed the app on my phone and managed to print directly from there.  Is there perhaps a fault with the printer that's stopping the software finding or communicating with it, or only letting it do so intermittantly?  

Despite being able to use it for basic things, I'm unhappy about not being able to use Instant Ink and ePrint etc.  I like the printer though, so am seeking help here before taking it back to the shop as faulty and trying again with a new one.

Thanks in advance for any help.

[Flower_Bud]

@JP2018

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, the printer not found during network driver set up, 

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:

Did you register for Instant  Ink?

Do you have an HP Connected Account?

Let's try these steps to resolve the issue: 

Restore network settings to default settings

● Press the Wireless button and the Cancel button from the printer control panel at the same time, and then hold them for three seconds.

Reconnect the printer to Wi-Fi using one of the following methods: Connect your printer to Home Wi-Fi.

Push Button Configuration (PBC) method:

1. Press and hold the Wireless button on the printer for more than three seconds to start WPS push mode.

The Wireless light starts blinking.

2. Press the WPS button on your router.

NOTE: The product begins a timer for approximately two minutes while a wireless connection is established.

To use the PIN method

1. Press the Wireless button and Information button at the same time to print the network configuration page, and then locate a WPS PIN. The WPS PIN is printed at the top of the printed information page.

2. Press and hold the Wireless button from the printer control panel for more than three seconds.

The wireless light starts blinking.

3. Open the configuration utility or software for the wireless router or wireless access point, and then enter the WPS PIN.

NOTE: For more information about using the configuration utility, see the documentation provided with the router or wireless access point.

Wait for about two minutes. If the printer connects successfully, the Wireless light stops blinking but remains lit.

Or you could refer to this article: https://hp.care/2JCStpR

Once your printer connected to home Wi-Fi, you could enable web services and use Instant Ink service. 

The printer can only connect to a 2.4Ghz network. A printer may or may not work with mobile hotspot, therefore I would suggest you use Home Wi-Fi to connect your printer to the network.

Refer to this article to subscribe to HP Instant Ink: https://hp.care/2EKolGB

Keep me posted,

For I shall follow-up on this case to ensure the concern has been addressed,

And your device is up and running again, 

Have a great day 🙂

Cheers 🙂

[JP2018]

Thanks for replying.

In answer to your two questions:  (1) I hadn't got far enough through the process to activate Instant Ink and (2) I didn't already hold any sort of HP Account (and didn't get far enough this time ...)

So, yesterday I set the printer up in the same room as the router for the house, so that I could follow the instructions to connect it to the internet, and pressed Wireless and Cancel together as instructed.

Pressing Wireless and the router's WPS did absolutely nothing except make lights flash for a couple of minutes.  I repeated the process a few times with no success.  I then printed a Network Configuration page so that I could use the PIN method - but in the end decided against doing so.  I wanted a printer that would work in my office and having one that I have to keep moving between office and house seems a bit pointless when I have a printer in the house already.  Much easier to return this one, and come up to the house periodically to print.

However, I noticed that the Configuration sheet listed all the available wifi networks, so in a last attempt to get the printer connected in the way I needed it to be, I switched on my phone's hotspot function and reprinted the page.  As the hotspot network was listed I connected my Mac to it and launched Easy Start.

I did nothing differently to the day before, and yet this time the software had no trouble finding the printer or joining it to the phone's hotspot network.   After it had finished installing, I moved everything down to the office, set up the network and had no problems printing or scanning - so I think I can safely say that now it's finally set up, the printer is working properly.

The only query I'm left with is regarding the Instant Ink free trial.  At the point during activation where it was asking what payment method I wanted to use for the service, the internet connection momentarily dropped.  When I reconnected it the process seemed to carry on, but I wasn't asked for any banking/card details.  I've not received any emails to say I've signed up to the service, which makes me think that the Instant Ink part of the process didn't work.  I tried signing into my Instant Ink account, by Googling for the sign in page - but although I could sign in, the only options on screen related to taking out plans: no mention of having an existing one or of free trials. 

Are payment method details collected at the start of the free trial, or has the process worked as it should?  How can I tell?  If activating the free trial can only be done as part of the set up process, is there any way I can now claim it?  Obviously, I don't want to miss out - especially after tearing my hair out for 5 hours on Saturday, only for the set up process to inexplicably work (almost) without a hitch the following day.

I'd be grateful for some advice.   Thanks.

[Flower_Bud]

@JP2018

I am glad to hear your printer is connected to the network,

I'm sending out a Private message

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

[Flower_Bud]

@JP2018

Thanks for the information,

Let's try these steps to enroll in Instant Ink: https://hp.care/2EakQqi

Step 1: Check HP Instant Ink requirements

Step 2: Sign up and use the printer claim code to add your printer to HP Instant Ink

Step 3: Add your shipping and billing information

Step 4: Review HP Instant Ink account features

Let me know how it goes,

Good Luck!

[JP2018]

Hi Flower_Bud

Starting to think I'm jinxed!

I got up to entering the printers claim code and received a message saying 'Printer claimed on another account'. 

I can't go any further without it accepting the code.  My guess is that because of the interruption in the network while I was activating everything I've somehow ended up creating two accounts - with the free trial and printer claimed on the one I can't get into.

*sigh*   Now what?

[Flower_Bud · Accepted solution]

@JP2018

Thank you for replying

Let's try these steps to resolve the issue:

Disable web services: 

Remove Web Services

To remove Web Services, complete the following steps:

1. Print a configuration page from your product, and locate the IP address.
2. At your computer, open a Web browser and type the product IP address into the address line and press Enter. The HP Embedded Web Server opens.
3. Click the Web Services tab, and then click Remove Web Services in the Web Services Settings section.
4. Click Remove Web Services.
5. Click Yes to remove Web Services from your printer.

To set up Web Services: 

1. Print a configuration page from your product, and locate the IP address.
2. At your computer, open a Web browser and type the product IP address into the address line and press Enter. The HP Embedded Web Server opens.
3. Click the Web Services tab.
4. In the Web Services Settings section, click Setup, click Continue and follow the onscreen instructions to accept the terms of use.
5. If prompted, choose to allow the printer to check for and install printer updates.

Once completed, follow step "Step 2: Sign up and use the printer claim code to add your printer to HP Instant Ink" from the link: https://support.hp.com/in-en/document/c03767639.

Let me know how this goes,

Cheers 🙂​​​​​​​

[JP2018]

Hi Flower_Bud

Good news at last!

I disabled Web Services, then set it up again.   As part of the process, a new printer claim code was generated, and I was transferred to a '3-month-Instant-Ink-Trial-with-your-new-printer' type page.  This time I was able to enter all the information and now have an email confirming my enrollment in the service as well as being able to see the account and billing details online.  I didn't even need to claim the printer by using the code as it was automatically assigned to my account.

Hurrah!

Thanks for all your help.  There's no way I could have sorted the printer out without your advice.

[DavidSMP]

@JP2018,

I am happy for you. As @Flower_Bud is out for the day, I am responding on her behalf. I am glad that the issue is fixed. It is great to hear from you again. 

Take care and have a blessed week ahead. 🙂