HP7515 disconnects from Network

[abiTech]

The HP7515 works fine but when not in use, it forgets the network settings so the only way to make it work again is by turning off wireless on the printer and the wireless on the computer. Then, the printer magically reappears.

I have tried all steps below with no success:

https://support.hp.com/us-en/product/hp-photosmart-7510-e-all-in-one-printer-series-c311/5070118/mod...

Restoring the network factory settings doesn't fix the problem either.

Any help would be appreciated. Thanks!

[senan6806]

@abiTech

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

What's the make and model of your WiFi router?

Do you have any antivirus software installed on your Mac?

Do you have a guest network enabled on your WiFi router?

Approximately how far is the printer located from the WiFi router?

Could you check for WiFi interference and also 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 touching the wireless icon on the printer display.

[abiTech]

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@senan6806 wrote:

@abiTech

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

What's the make and model of your WiFi router?

Do you have any antivirus software installed on your Mac?

Do you have a guest network enabled on your WiFi router?

Approximately how far is the printer located from the WiFi router?

Could you check for WiFi interference and also 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 touching the wireless icon on the printer display.

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Thanks for your response.

• I don't know the make and model of the WiFi router. I will check and get back to you
• We do have an antivirus installed on the MAC but this happens even when the antivirus is disabled
• We don't have a guest nerwork enabled
• The printer is on the first floor, the router is on the second floor. Other devices are further away and have no issues
• I will run the tests you recommended and get back to you

Thanks much!

[senan6806]

@abiTech

You are welcome!

Sure, please get back to me with the ping test results.

Thanks!

[abiTech]

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@senan6806 wrote:

@abiTech

You are welcome!

Sure, please get back to me with the ping test results.

Thanks!

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A few additional data points:

- We have a Ubee router through Spectrum (model DDW36C)

- I just did a ping with the following results (note that since I hadn't used the printer since yesterday, the printer disconnected from the network which is exactly the problem that I am reporting):

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

ping: sendto: No route to host

Request timeout for icmp_seq 4

ping: sendto: Host is down

Request timeout for icmp_seq 5

ping: sendto: Host is down

Request timeout for icmp_seq 6

ping: sendto: Host is down

Request timeout for icmp_seq 7

ping: sendto: Host is down

Request timeout for icmp_seq 8

10 packets transmitted, 0 packets received, 100.0% packet loss

Turning the printer wifi off and on, recovers the printer:

64 bytes from 192.168.0.7: icmp_seq=0 ttl=255 time=9.627 ms

64 bytes from 192.168.0.7: icmp_seq=1 ttl=255 time=4.537 ms

64 bytes from 192.168.0.7: icmp_seq=2 ttl=255 time=7.170 ms

64 bytes from 192.168.0.7: icmp_seq=3 ttl=255 time=4.441 ms

64 bytes from 192.168.0.7: icmp_seq=4 ttl=255 time=2.170 ms

64 bytes from 192.168.0.7: icmp_seq=5 ttl=255 time=2.164 ms

64 bytes from 192.168.0.7: icmp_seq=6 ttl=255 time=16.059 ms

64 bytes from 192.168.0.7: icmp_seq=7 ttl=255 time=1.771 ms

64 bytes from 192.168.0.7: icmp_seq=8 ttl=255 time=2.270 ms

64 bytes from 192.168.0.7: icmp_seq=9 ttl=255 time=4.939 ms

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 1.771/5.515/16.059/4.245 ms

I appreciate your help! Thanks!

[senan6806]

@abiTech

Temporarily disabling Firewall, Antivirus software, assigning a manual IP for the printer and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

Please ensure that the printer is up to date with its firmware and Mac is up to date with it's software. If you are unsure you may use the links below to update the printer and Mac software:

Update printer firmware

Update software on Mac

1.) Disable Antivirus software

2.) Use the steps available here to temporary disable firewall

3.) Use the steps available here to assign a manual IP for the printer.

4.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

5.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

6.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

7.) Click the plus sign , click Add Printer or Scanner, click the printer name.

8.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

8.) Try to print and scan.

If you are able to print and Scan, then re-enable Antivirus software and Firewall.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[abiTech]

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@senan6806 wrote:

@abiTech

Temporarily disabling Firewall, Antivirus software, assigning a manual IP for the printer and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

Please ensure that the printer is up to date with its firmware and Mac is up to date with it's software. If you are unsure you may use the links below to update the printer and Mac software:

Update printer firmware

Update software on Mac

1.) Disable Antivirus software

2.) Use the steps available here to temporary disable firewall

3.) Use the steps available here to assign a manual IP for the printer.

4.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

5.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

6.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

7.) Click the plus sign , click Add Printer or Scanner, click the printer name.

8.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

8.) Try to print and scan.

If you are able to print and Scan, then re-enable Antivirus software and Firewall.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

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Thanks for all the detailed steps. I will give it a try and let you know how it goes!

[senan6806]

@abiTech

Sure, try those steps at your convenience. 

Keep me posted!

[abiTech]

I am going through the steps and the first thing I noticed is that if I try to update the drivers directly from the printer, I get the following error: "Server connection error. Unable to connect to Web Services. Confim internet access and try again."

I have confirmed that I have my internet is connected to the wifi because I can see the printer in the list of printers available to print from my computer. I tried to download the drivers to my computer but I don't see my OS (I have 10.14.2 and the latest one available is 10.12 so I didn't update.

I will continue following your instructions and let you know what I find. Thanks!

[abiTech]

I assigned a new IP (by clicking on the "Suggest IP address" button). Note that the DSN server field was set to manual but all fields were empty. Please let me know if that is not the correct setting.

I was able to print which is nothing new after adding the printer in computer settings. Hopefully, it doesn't lose the connection this time. I will keep you posted! Thanks!