HP OfficeJet Pro 7740 does not stay online

[luvwriter]

This printer consistently goes offline. Rebooting everything (printer/computer/router) doesn't help long term. I'll get to print maybe one or two things then it goes offline again. Every time I run Print and Scan Doctor, it either tells me the printer is fine (which it obviously is not) or it tells me I have to reinstall the software (which I've done multiple times). This printer is less than 6 months old. 

I've gone through all the forum fixes I could find - drivers and firmware are up to date. Printer was mostly fine until the last Windows 10 update, but according to this website this printer is Windows 10 compatible (yes, I've done the recommended fixes for all of that as well). What else can I do short of tossing it in the trash and buying a NON HP printer? 

Thanks.

[luvwriter]

Going into the address, I'm told I don't have a secure connection between my computer and printer. Does this create printing issues?

[Kumar0307]

@luvwriter, Welcome to the HP Support Community!

• is the pprinter connected to a open/guest network? printer may not work on an open network. 
• 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.

Assigning a manual/static IP address to the printer may resolve this intermittent wireless connectivity issues.

Make sure the printer is con the network and connected to the printer before performing the below steps:

• 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.

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! 

[luvwriter]

I had previously done the suggested DNS changes and they did not work.

This is the second 7740 printer I've had. Never had an issue with the router with the previous one or printing issues. This printer, purchased in January, has had one thing wrong with it after another - first, I was constantly getting a blue screen on the readout. That seems to be fixed now but I consistently cannot print without resetting everything in my office, router included. And then, I can print maybe a couple of pages before it goes 'offline' again. 

[sandytechy20]

@luvwriter

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[luvwriter]

Thank you for your response. I actually did this yesterday and the only options I got were the virtual agent or to send a FB message to (supposedly) support. I sent a FB message. Crickets.

FYI, the page for contacting support keeps telling me to log in today. I am logged in, my name is showing in the upper right hand corner.  This is frustrating...

[sandytechy20]

@luvwriter

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[luvwriter]

The FB messenger team gave me an 800 number yesterday to call that's supposed to be for support. It's been challenging to find such things on this website. I'll watch for a message. Thanks for your help.