Printer help

[Jo6324]

Hi

our printer is connected to our internet but will not print from our devices. Says cannot gather printer information. 
printer has full ink and paper 

thankyou

[Raj_05]

Hi @Jo6324,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP ENVY Photo 6234 printer is connected to the network, but there may be communication issues with your devices. Here are steps to troubleshoot.

Restart the Printer and Devices

• Turn off your printer, router, and any devices you are trying to print from (PC, phone, etc.).
• Wait for about 60 seconds, then power everything back on starting with the router, followed by the printer and your devices.

Check Printer’s Connection

• Ensure the printer is still connected to the Wi-Fi network:
  • On the printer control panel, navigate to the Wireless icon or Settings > Network Setup to confirm connection status.
• Run a Wireless Network Test Report from the printer’s control panel to check for connectivity issues.

Update Printer Firmware

• Go to HP’s support website and check if there are any firmware updates for your printer model. Firmware updates can resolve network issues.

Reinstall Printer Driver

• On your computer, try removing the printer from the list of devices:
  • For Windows: Go to Settings > Devices > Printers & Scanners > Select your printer > Remove device.
  • For Mac: Go to System Preferences > Printers & Scanners > Select your printer > Remove.
• Download the latest drivers for your printer from HP's website and reinstall it.

Try Printing from Another Device

• Check if other devices (like your phone, tablet, or another computer) can print. This helps determine if the issue is with one device or the entire network.

Assign a Static IP to the Printer

• If the issue persists, assigning a static IP to your printer can help improve communication:
  • Access the printer’s Embedded Web Server (EWS) by entering the printer’s IP address (found in the Wireless settings) into a web browser.
  • In the EWS, go to Network > IPv4 and set a manual/static IP address.

Use HP Smart App

• If you're using the HP Smart app, try logging out and then logging back in to refresh the app’s connection with the printer.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support