Printer is connected to wireless but will not connect to devices

[A-TURNER23]

I've had this printer for over 2 years now, however it recently will not connect to my devices wirelessly.

I've tried on 2 different Macs, a Windows computer (pretty old but still Windows 10) and an iPhone with iOS 12.

All the devices are up to date and when I check all the wireless settings on the printer it seems to be connected, however, when I go to print my devices cannot find my printer even though they have been connected in the past. 

[Kumar0307]

@A-TURNER23

Welcome to the HP Support Community!

• Make sure the printer and the MAC are connected to the same wireless network. This printer supports only 2.4GHz network.
• Do you have any Anti-virus software installed on the MAC?
• The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold the option key on your keyboard and click the WiFi icon to get detailed information.
• Check with your Internet service provider if your router is able to forward Bonjour packets and if MAC filtering is enabled.

Step 1: Perform a PING test from your MAC

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost

5. 

   Note: There should be 0% packet loss. If you find any loss, proceed to the next step.

Step 2: Restore the Network settings and reconnect the printer to the wireless network

1. From the home screen of your printer control panel, touch the Wireless icon .

2. Touch the Setup icon .

3. Touch Restore Network Defaults or Restore Network Settings, and then touch Yes to confirm your selection.

4. After the default network settings are restored, touch the back arrow, touch Wireless Settings, and then touch Wireless Setup Wizard.

   The printer searches for available networks.

5. Touch the name of your wireless network.

6. Type the WEP or WPA key (network password), and then touch Done.

7. If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

   Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[A-TURNER23]

10th time trying to post this as website kept crashing as I tried to post! Edited post to be less detailed so I could reply.

Yes, Mac and printer on same network. No anti-virus software installed.

Tried these steps. Ping test came back 100% packet loss before AND after restoring default settings.

[Kumar0307]

@A-TURNER23

That's unfortunate.

• Could you please send me a screenshot of the wireless information displayed on your MAC. Press and hold the Option key and click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. 
• Restart your network devices and try again.

1) Turn off the Router, Printer, and the computer/ mobile devices.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Turn on the printer and allow it to configure itself.

5) Turn on the computer/ mobile devices.

• If the issue persists, As mentioned in my earlier post, check with your Internet service provider if the router is able to forward Bonjour packets and if MAC filtering is enabled.

Keep me posted. 

[A-TURNER23]

Hi Kumar,

Screenshot attached.

Restarted all devices (this is something I have tried before on countless occasions so a little disappointed this is the only suggestion you could come up with). No change.

My service provider definitely supports bonjour and Mac filtering is enabled. The printer was working/connected then suddenly stopped working/connecting to devices midway through printing, so I really do not think we can blame the service provider on this occasion.

I am highly disappointed with the service I have received today but am optimistic you will be able to provide an answer.

[Kumar0307 · Accepted solution]

@A-TURNER23

• By the screenshot attached, I see that the MAC is connected to a 5GHz network. As mentioned in my first post, this printer supports only a 2.4GHz network. Hence the 100% loss during the PING test.
• If you have a Dual-band router and if both the bands have the same SSID, there will be connectivity issues with the printer.
• Contact your Internet service provider and provide different SSIDs for both the bands. For example : TALKTALK735DE8-2.4 and TALKTALK735DE8-5. Once done, connect the MAC to 2.4GHz network and try to add the printer using AirPrint driver. This may resolve the issue.

Keep me posted.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[A-TURNER23]

Finally - a solution! Although you can set your SSIDs without calling your service provider, so I took this step slightly differently to save a 3 hour phone call. 

Thanks for your help!😀

[asmita6658]

@A-TURNER23

Happy to hear that. If you need further assistance feel free to reach out to us.

Have a great day!