Printer and Internet work but cannot connect to HP Pro 8740 Software

[TV107]

For some reason I can no longer connect to the HP software.

I have the computer connected via ethernet cable to router (although I tried wireless too and it didn't work)

HP software asks me to put in ip address or HP name

neither connect:

Error message is below

The internet works fine 

I've restarted every device multiple times.  Nothing helps.  In fact, I can scan from the printer itself back to the machine.  What I can't do is access software.  HP smart software works but I need the main windows HP software for full feature scanning.  I uninstalled software and uploaded to the newest 8740 but still cannot connect.

Any advice is appreciated

[Anand_Andy]

Hi @TV107,

Welcome to the HP Support Community

I understand you are facing a connectivity issue with your HP OfficeJet Pro 8740 Printer. Not to worry I will help you to get a resolution to resolve the issue.\

To assist you better:

• Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• 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 networks.
• Are you connected to any VPN network?
• What operating system is running on your PC?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.
• Uninstall the printer drivers once and update your PC once 
• Once updated Restart your PC
• Now, please download and install the software from here: https://support.hp.com/in-en/drivers
• Otherwise you can use the HP Smart App:  https://support.hp.com/in-en/document/c04675142

If the issue persists, then please follow the below steps to resolve the issue.

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Connect the printer to the TCP/IP port

• Touch on the wifi icon ((i)) on the printer, and take down the IP address 
• Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
• Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
• Follow the Add Port Wizard.  Under Printer Name or IP Address. Example:  192.168.1.15.  The IP address will be copied under Port Name.  
• Select Next and Finish the Wizard.

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 “Yes" on the bottom right to say “Thanks” for helping