HP 5520 wireless says it's connected but can't be seen on the network

[oldcelt]

This printer has worked fine for a couple of years.  For no apparent reason, the printer can no longer be "seen" by other devices on the Wi-Fi network.   

I've tried re-setting Factory Defaults, re-setting IP to a new fixed address, restarted the printer after shutting down and leaving for a few minutes.  I closed down all devices on my Wi-Fi before re-booting just one laptop and re-starting the printer.   The printer claims to connect to the the wi-fi network and shows correct technical details on the print-out.   

On paper all looks well.  However, it still cannot be "seen" by anything else on the same network.   I tried using automatic WPS from the router and I tried manually entering the wi-fi details - same result. 

Using a ping from a command prompt reports  "Destination host unreachable".

The printer works fine when connected to a laptop by cable.

[Kumar0307]

Hi @oldcelt

Welcome to the HP Support Community. I'd be happy to assist you.

• Is the printer able to detect any wireless network?
• The blue wireless light, is it blinking or steady?

Let us run a wireless test on the printer. 

On the printer screen, go to Setup > Wireless > Print wireless test report.

Check the result of Wireless or Wireless radio.

Restart the wireless router, the printer, and the PC.

• Make sure the printer and the PC are connected to the same wireless network.
• This printer supports only 2.4GHz network. So, the PC should be on the 2.4GHz 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.

Check the connectivity:

1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
4. Go to Tools > Print a test page.

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! 

[oldcelt]

The printer says it's connected to the same network as the rest of the machines.   No errors are reported by the printer.

I tried deliberately re-setting to factory defaults then, on the router, assigning a specific IP address for the printer using its MAC address.

I re-started everything and the printer reports all is well and is connected.  The blue LED is steady.   The printed report alleges all is well.

Nevertheless, the other devices on the network can't find it.   I tried pinging the IP address from a command prompt but no connection could be established.

All other devices can find each other on the same network.   Although my router is dual band, the printer was connected ok and worked for several years!   Nothing has been changed on the network (other than trying a different IP address for the printer) but the printer can no longer be found.

[Kumar0307]

@oldcelt, thank you for the response.

• Check with your Internet service provider if the router is blocking the printer and if MAC filtering is enabled.
• Is the printer able to see other wireless networks?
• Even if the printer is on the same wireless network, did you check if the PC is on a 2.4GHz network?

Keep me posted.

[oldcelt]

@Kumar0307 thank you for trying to help.

• My router is not one supplied by my ISP but is a much higher standard TP-Link router of my own.  I've checked that it is not blocking the printer and MAC filtering is not enabled.  This is under my control.
• Although the printer worked for years with both 2.4GHz and 5GHz enabled, for test purposes I've disabled 5GHz.
• The Network Configuration Page says it's connected.   The router "DHCP clients on the network list" shows the printer!    Having checked that I then did the following.
• I removed the printer (shown as unavailable in my laptop printer list), disconnected the power and shut down all network devices including the router.  After several minutes, I then restarted the laptops and router and re-installed the printer which now appears as available.
• I've checked and double-checked all network settings.   The scanner software connects and I can scan documents so obviously the wi-fi is working!   However,  when I try to print a test page I get the message "Error printing on HP06DADA (The printer couldn't print test page)".   Pretty unhelpful!

Where do we go from here?

[Kumar0307]

@oldcelt

Glad to know that the printer and the PC are connected wirelessly. Since you are able to scan, it confirms the connection. 

Did you try accessing the EWS page of the printer by typing the IP address on a browser and try to print a test page under tools?

You may either use the HP Smart app to print or install the full-featured driver on the PC.

Click here to download and know more about the HP Smart app.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Let me know how this goes.

[oldcelt]

Well, I think I've tried everything.   Just when it appeared to have been solved it reverted to previous behaviour.

In desperation I removed the printer and ran the HP uninstall program from Control Panel.  I then discovered masses of detritus remaining on my 'C' drive and in the Registry (HP Uninstall absolute rubbish!).  

Having cleaned all that up - over 2 hours of work - I shut down the printer, computer and router.   I then re-started everything and, bingo, all worked as expected!   By the time all that had been completed it was after 7:00 p.m.    I had dinner, watched a bit of TV then turned in.   Nothing had been turned off but left running overnight.

Next day when I sent a document from MS Word I was exasperated and seriously annoyed to find the exact same problem back!   No connection to print or scan.

I am not a happy user.

[Kumar0307]

@oldcelt, that's unfortunate. I appreciate your patience and efforts.

Assigning a static IP address to the printer may help if the printer is losing the wireless connection.

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• 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'.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on the radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Note: You may watch this video for a better understanding.

Let me know how this goes.

[oldcelt]

All devices on my network are already assigned a static IP address.   Using the printer's IP address in a browser results in the following:-

"This site can’t be reached

192.168.1.104 took too long to respond.

Try:

• Checking the connection
• Checking the proxy and the firewall
• Running Windows Network Diagnostics

ERR_CONNECTION_TIMED_OUT
Check your internet connection.
Check any cables and reboot any routers, modems, or other network devices you may be using.
Allow Opera to access the network in your firewall or antivirus settings.
If it is already listed as a program allowed to access the network, try removing it from the list and adding it again.
If you use a proxy server…
Check your proxy settings or contact your network administrator to make sure the proxy server is working. If you don't believe you should be using a proxy server: Go to the Main menu > Settings > Change proxy settings… > LAN Settings and deselect "Use a proxy server for your LAN. "

Before you ask

1.   I don't use a proxy.
2. Windows network diagnostics is a waste of time in any circumstances.  It's never solved a problem I haven't been able to resolve myself.  It failed this time!
3. Opera has complete access to everything on my network.
4. All other devices on my LAN can communicate with each other.
5. I disabled IPv6 in my router some time ago - just checked, it's still disabled.
6. If I follow the advice in your bullet points 5-7, how is that likely to affect everything else on my LAN?

[Kumar0307]

@oldcelt

If you are not able to reach the printer's EWS page, there is no connectivity between the devices.

Have you tried connecting this printer wirelessly and check if that helps?

Keep me posted.