HP ENVY 100 e-All-in-One Printer - D410a - Issues with printing over wireless network

[Mawu1970]

Hi!

My cable company recently installed a new wireless modem in my house (Hitron CODA-4582-RES).  I have an HP ENVY 100 e-All-in-One Printer - D410a which worked fine using my Apple Airport Extreme 3rd generation.  

I can connect to the wireless network from the printer and when installing on the Mac side I can install the printer but there doesn´t appear to be any connectivity to the printer via the new wireless modem (i.e. looking at supply levels).  I can see my printer on the Hitron app.  I can also locate the printer from my iPhone 11 pro but it´s not printing.   

I spent 2 hours on the phone with Eastlink (Cable provider who put in the new wireless modem) and they have given up.  They´ve asked me to reach out to HP to see what can be done.  I´ve also installed all kinds of HP software (HP Smart...HP Easy Start) and I haven´t been able to print.   I´m super frustrated as this printer still prints well but the connectivity is a huge problem. 

- HP ENVY 100 e-All-in-One Printer - D410a

- MacBook Pro 13" (2020 model) running Mohave 

- iPhone 11 Pro

Cheers,

mawu1970 

[Jay_G24]

Hi @Mawu1970

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

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

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! 

[Mawu1970]

Hi!

Sorry for the delayed response.  It´s none of the things you suggested.  I plugged my old Airport Extreme (3rd Generation) back in and used a LAN cable into the Hitron modem and wifi box.  It works!

So the issue is definitely on the Hitron side.  Something is wrong in the modem settings that is preventing my printer to connect.

I´m almost tempted to shut off the Hitron and just keep working with my Airport Extreme.

Michael 

[Mawu1970]

Where you could help me though is setting up different SSIDS for the two networks on the Hitron.  If we can get that sorted that would be great.  The HP printer will only connect to the 2.4 GHZ channel as you know.

Michael 

[Kumar0307]

@Mawu1970

Thank you for the response. Any issues with the wireless router/modem have to be consulted by your Internet service provider.

HP cannot help you to make changes to the router settings. 

Contact your Internet service provider to assign different SSIDs to the network and check if the router is able to forward bonjour packets.

Also, check if MAC address filtering is enabled on the router. If yes, the printer has to be added to the 'allowed devices' list.

Keep us posted for any other assistance.