HP Officejet Pro 6960 appears offline - needs resetting every day

[Chris991]

this printer has always had issues retaining a permanent online presence via wireless.  however, it now needs resetting every day.  It appears offline no matter which device tries connecting be it a Windows PC or Windows 10 or 7.  Mobile devices with the HP app installed all have the same connection issue where the printer appears off-line.  The print & scan doctor is useless in this regard as it just keeps telling me the printer is no turned on.  Well it is and the router and printer are both telling me the device has a valid ip and is connected.   In addition scanning will sometimes work when this off line print error occurs.

To get rid of the error only the printer needs to be restarted, but the solution is only temporary, lasting about one day.

A direct ethernet connection to the router is not an option due to the locations of the two devices, but I could temporarily reloacte the printer for testing if necessary.

I've tried all the various suggested solutions on the HP forums for what appears to be a common problem.  None have solved the issue. 

Restaring the printer gets it back online, but it's only temporary.  the device is still within warranty so if this is a fault I'd like to know so I can submit a claim with the retailer.

For info my modem/router is TP-Link TD-W8980 just in case there is any documented incompatibility issues between this printer and this router.  I've had the router for about 2 years without issue.  I've had the printer for 10 months.

[sabretooth04]

These settings are for setting up your wireless or wired printers to:

* Stay connected to your router
* Fix printer ‘offline’ status
* Wake from sleep mode
* Speed up wireless printing

While DHCP is convenient, devices such as printers (wired and wireless) should always be assigned a static (fixed) IP address manually to avoid conflicts on your wireless network and MUST be outside the DHCP address range of the router. This is because printers are the only external devices that do not have the ability to automatically interrupt the router for a new DHCP address once the least time expires.  Again, do not have the printers static IP within the DHCP range of the router as this is against Networking 101 rules and will confuse the router.

After setting the static IP, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers’ new static IP address.

1. Set a static IP in the printer outside the DHCP range of the router (check your manual).  This Static IP is important as DHCP IP addresses will change upon different power up sequences of your devices.  You always want your printer to come up with the same IP address all the time.  See how to do this here:

http://www.watchingthenet.com/linksys-tip-assign-static-ip-address-to-printer-while-using-dhcp-on-yo...

This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this first if needed.  Then after setting the static IP in the printer, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers IP address.  

To see why this problem exists and how to fix it, watch this video here for Windows.   Scroll down for MAC information.

https://www.youtube.com/watch?v=ZEqvUKxWmq4

How to set a Standard TCP/IP port.  This is important.

a.    Click Start/Devices and Printers.  Right click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, input the Static IP address you just set from the above information.  Example:  192.168.1.15.  The IP address will be copied under Port Name.  This is OK to leave this alone or you can put in your Printer Model.
d.    Select Next and Finish the Wizard.

If you create a TCP/IP port without a static IP above, you may lose your TCP/IP connection and have the same issue. This is because your network has powered up differently giving you a different DHCP address to the printer that does not match the TCP/IP address above.  This could occur at anytime just like the video shows.

For MAC PCs perform the above Static IP setting in the router and then watch here on how to perform your IP setting for MAC computers.

https://www.youtube.com/watch?v=A5tNFjEBDOw

By performing the above, the printers Embedded Web Server (EWS) will now work all the time by going to your Printers Static IP address in your browser.  

2. Verify in the printer that 'Auto Off/Sleep/Energy Saving Mode' is disabled and/or the System Mode Time Out is set to zero (0) if your printer supports this.  Use the Embedded Web Server (EWS) by going to the printers IP address in your browsers address bar, click Settings Tab/Auto Off, or use the Printer Assistant, Printer Home Page (EWS). Also check your Printer Properties. This feature is automatically disabled when the printer is connected to a computer or mobile device, a network, or a fax line (if supported).  You also may not find this setting.

3. If the printer supports and has IPv6 enabled, disable IPv6 in the printer.

4. Make sure printer is plugged directly into a wall outlet and not into a UPS, power strip or surge protector. This may cause the printer to intermittently drop offline and disconnect.

5.  Make sure your printer and router are at least 5 feet apart from each other.

6.  Check the HP web site for your printer to see if there is a Firmware Upgrade that affects the wireless operation.

Additional steps to be taken if you continue to have the problem (if they are posted)…

[Chris991]

I've already seen these suggestions and acted on them to no avail.  Still having the same problems.

Worth noting I cannot disable the power svaing features on this model.

[sabretooth04]

OK, let's check.

Starting DHCP address in the router?

Ending DHCP address in the router?

Static IP set in the printer?

[Chris991]

192.168.1.100 to 192.168.1.140

Manually set the static ip of the printer in the printer GUI to 192.168.1.142

[sabretooth04]

Make and model of router???

Here is the additional information now posted.

Verify again all of the above has been done correctly.

1.    Wireless printers only work on the 2.4Ghz wireless band not the 5.0Ghz band.
2.    Verify the printer is on the latest firmware by checking with the HP Support site.
3.    Check all wireless devices in your home for interference.  Check microwaves, baby monitors, wireless phones and wireless alarm systems are a big culprit.  Any of these will knock out your wireless printer intermittently.

In the router: (Refer to your router manual for information)

* The following makes your router more secure and hack proof
* Keep all wireless devices better connected

1.    Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest.
2.    Set router to 20Mhz bandwidth only, or 145Mbps depending on router.
3.    Always use WPA2-AES (Personal-PSK) encryption, but you can try ‘mixed’ mode.
4.    Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why, search the web).
5.    If you have a dual band router (2.4Ghz and 5.0Ghz bands), make sure the SSID’s are NOT the same, they must be different for all bands including all Guest networks.
6.    SSID broadcast must be enabled.
7.    Always make sure your router is on the latest firmware.
8.    Save all settings. Power off both, wait 2 mins.  Power on router wait 2 mins.
9.    Power on printer and verify it reconnects to router.

If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 as the Alternate DNS server in the printer.  (Last thing to try in the printer)

If you have Windows 7/8/8.1 is Network Discovery on or off?

1.    Control Panel/Network and Internet/Network and Sharing Center/Advanced sharing settings.
2.    Under Home or Work (current profile) / Network Discovery.
3.    Select "Turn on network discovery" and save changes.

Now the last thing to do once all the above has been tried and you still have the same issue, fully de-install and remove the printer and all its software.  Use this program here:

http://www.iobit.com/en/advanceduninstaller.php

Use Powerful Scan at the end and delete all registry entries shown.

Now go back and reinstall the Full Featured Software and Drivers from the HP web site.

Last ditch effort - If your printer has an Ethernet connection, suggest you get some Power Line Adapters and convert your house wiring to Ethernet for your printer.

[sabretooth04]

And yes you have a firmware upgrade.  Was this done?????

Type:

Firmware

Version:

MCP2CN1716AR

Operating systems:

Windows 7 (32-bit)

Release date:

May 25, 2017

File name:

OJ6960_R1716A.exe

(25.8 MB)

Description:

This Firmware update improves User Experience

Fix and enhancements:

1. Improvements for WIFI robustness and reliability
2. Miscellaneous Bug Fixes

[Chris991]

Router is TP-Link Archer D9 or model TD-WD8980

1.    Wireless printers only work on the 2.4Ghz wireless band not the 5.0Ghz band. - yes it is only connected to 2.4Ghz
2.    Verify the printer is on the latest firmware by checking with the HP Support site. - yes
3.    Check all wireless devices in your home for interference.  Check microwaves, baby monitors, wireless phones and wireless alarm systems are a big culprit.  Any of these will knock out your wireless printer intermittently.  Microwave in different room through two solid brick walls.  wireless telephone base is near to router


1.    Use a fixed wireless channel like 1, 6 or 11, never 'auto', try channel 1 first then the rest.  I use 11 as fixed as least congested band where I live
2.    Set router to 20Mhz bandwidth only, or 145Mbps depending on router. - yes in n-only mode, restricted to 20 Mhz
3.    Always use WPA2-AES (Personal-PSK) encryption, but you can try ‘mixed’ mode. - WPA2-AES
4.    Disable WPS and never use it and disable UPnP for the routers security. Nobody can hack your system now and helps with wireless connectivity (if you want to know why, search the web). disabled
5.    If you have a dual band router (2.4Ghz and 5.0Ghz bands), make sure the SSID’s are NOT the same, they must be different for all bands including all Guest networks. Yes different
6.    SSID broadcast must be enabled. Yes it is
7.    Always make sure your router is on the latest firmware. - Yes it is
8.    Save all settings. Power off both, wait 2 mins.  Power on router wait 2 mins. will do this after replying to this post
9.    Power on printer and verify it reconnects to router.

If needed and you assigned a static IP address, try using 8.8.8.8 for the Preferred DNS server and 8.8.4.4 as the Alternate DNS server in the printer.  (Last thing to try in the printer) - yes use these settings

will try the other ideas after performering the power cycles

[sabretooth04]

Try channel 1 in the router.  Do not believe your 'congestion' info.

https://www.snbforums.com/threads/choosing-the-right-2-4-ghz-wifi-channel-why-conventional-wisdom-is...

[Chris991]

Power cycle completed and printer has reconnected to the router on the fixed IP address.

Fireware upgrade.  yes it was upgraded.

Firmware Version MCP2CN1716AR

Built Date 2017-04-19

Network discovery is activated on the 2 Windows 7 machines. 

I'm using a Windows 10 machine at present.

It's not just a Windows issue.  The printer disappears from Andoid tablets, mobile phones, Chromebook & iphones.  The resulting popup from an attempted print is something along the lines, this printer is not available right now

I've downloaded Iobit Uninstaller 7.  There is no 'powerful scan' option so I've just uninstalled all hp software and drivers and ticked the box to remove residual files.  does this achieve the same desired outcome? I also note it's no longer called Advanced Uninstall and just Uninstaller 7 free.