I get a message saying that the "The printer is not connected".

[jpkeates]

I have just purchased an HP Envy 4500 All in One printer.

I can't print to it without restarting it each time.

I get a message saying that the "The printer is not connected".

I can access the embedded web server, so I am certain it is connected.

It seems that it is going to sleep but can't be awoken by activity.

I've checked the advanced network settings and tried changing the Bonjour Highest Priority Service to 9100 (because the default Internet Printing Protocol) seems weird, but that has made no difference.

The status indicates that wireless signal strength is 5 - which sounds right because it's six feet from my PC which has a great wi-fi signal.

I've uninstalled and re-installed the printer.

The restart option is only viable if the printer is restarted and a job sent instantly - if you wait a few minutes (the power saving option is set to 15 minutes and this is well within that) the same thing happens - the printer dialogus says "Opening printer conection" and then, almost immediately, "The printer is not connected"

if i try to scan I get an error -9923

[RnRMusicMan · Accepted solution]

Hi @jpkeates,

Welcome to the HP Forums! 

I understand that you cannot print with your HP Envy 4500, after it goes to sleep, on your Mac OS X 10.11 computer. I am happy to help! 

Please try the steps in this guide, 'Printer Offline' or 'Printer Not Responding' Message (OS X). It is also important to make sure that: 

Make sure multicasting is supported

If you are using a wireless network, make sure that muticasting is supported and enabled on your router.

If the new connection works, you know that the printing problem is related to the computer.

If the new connection does not work, then the printer might need to be serviced or printed to using a different type of connection.

Disable IPv6 (network connection)

Disable IPv6 on the printer to ensure that IPv4 is used on your network.

If your printer has a control panel with a display, find the IPv6 setting from the Advanced network settings menu, and set it to Off or Disabled.

If your printer does not have a display, use the embedded web server (EWS) to turn off IPv6.

From a computer connected to your network, type the printer IP address into the URL field of your Internet browser.

NOTE:

If the Web page appears blank, try a different Internet browser.

Click the Network or Networking tab, and then open the section or page for your network type - wired or wireless.

Select Enable IPv4 only (or similar).

Figure : Example of setting IPv4 using an EWS

If this, or any of the posts on this thread, has helped you to resolve the issue, please click on Accept as Solution on said post. To show that you 'like', or are thankful of my post, kindly click the thumbs up below. If there is anything else I can do to help, please be sure to let me know!

Hope this guide, and steps help! 🙂

[jpkeates]

The multicasting option is what fixed the issue.

On an apple extreme router the option is called (oddly) "Enable IGMP Snooping"

With that option enabled it works fine.

[WorkLive1]

Dear all - Seems Multi-casting is the secret.  On a Sky Router this is under 192.168.0.1/sky_lan_ip_setup.html and scroll down to the 'Enable MLD Querier' option.. and turn on.

Thank you for finally solving this -  our small business has been suffering for 12 months trying to understand why macpro laptops kept losing the connection to a brand new wireless HP laser printer when all the software is up to date (including firmware).  The Iphone would connect every time... it's cost hours and hours of frustrating printing retries as well as errors printed on expensive quality paper.

About time HP solved this properly in their software or updated their instructions during setup.  Dreadful to leave customers searching the internet to resolve and asking non-technical customers to log into their routers... 

Thank you again for solving.