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HP ENVY 6020
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Hello everyone.
I just bought an HP ENVY 6020.
The firmware should be the last one, as far as I know, that is VASBASPP1N001.2034A.00.
To print documents, I am using both a MacBook Pro (Big Sur) and an iPhone X (iOS 14.2), this last through the HP Smart app.
All the devices are on the same network.

Once power on the printer, I can print from any device whatever I want.
After some time of inactivity, the printer does not answer any more from any device.
I cannot print anything: the printer is unreachable.
However, the printer is on: the led is solid blue, but any button is useless. Even if I press the power button, nothing happens. Hence, I am not able to turn off the printer.
If I open the scanner, a white led blinks.
The only way to resume the printer is to unplug the power cable and reconnect it. Then, the printer wakes up, and it prints the documents sent before the stuck point.
This means that, even if in a stuck condition, the printer saves somehow the documents in a queue.

Any idea to solve it?

1 REPLY 1
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Hi @RuxFabio16,

 

I'd like to help!

 

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. 

 

The power button is at the back of the printer, do not press and hold the button just push to turn on or off.

you may refer to the User Guide.

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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