Printer keeps losing connection to wireless network

[mainlandhaole]

Upon initial set up, my Win10 PC could not "see" printer on my wireless network. (My PC hard wired to router and does not connect wirelessly to network, btw.) Every time I tried to print, I got an error msg: both from the HP software as well as from windows. Yet, home screen on printer said printer was signed into my wireless network and "connected." After multiple calls to customer support (first two techs couldn't figure out what problem was), I finally got a tech that seemed to understand the problem: he went through my anti-virus settings to make sure that program wasn't blocking my printer connection, he double checked all my Win device settings (yes, printer was shown as installed and that it was the "default") and eventually he got the printer to print without an error msg. Throughout all this HP Print and Scan Doctor (5.7.4) only occasionally worked correctly with my model, for reasons that mystified even my "good tech". After hours on the phone, and thinking the printer's problems were resolved, I had to leave town for a week. When I got back, the printer is back to it's original set of connectivity problems: the printer's internal diagnostics say that it is connected to my wireless network, yet my PC cannot send jobs to it because it has lost network connectivity. Conclusion: this printer has problems.  Since I am not a printer designer or tech (only a mere user!), who knows where the problems come from. But, in 2025, this model, which has been out for at least a couple of years, simply should not have this many problems. Also, the default app that installs when the printer is first installed is the "HP Smart app"; yet, there is a specific HP app for this printer. Presumably, the latter would be the better program to self-install upon first installation of this printer; why did I have to call an 800# to find this out? I would give this printer a "D-" for ease of use. Too bad because it looks good, has a nice footprint and document feeder. HP has to stop outsourcing everything to China and India or wherever all these teams are that design and build printers because the hardware / software integration sucks, IMO.

[Garp_senchau]

Hey @mainlandhaole,

Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I completely understand how frustrating it must be to deal with persistent connectivity issues, especially when everything seems set up correctly on your end. 😣 It's disheartening when a product that should work seamlessly ends up causing unnecessary stress and confusion. We truly empathize with your experience, and we want to thank you for taking the time to share this valuable feedback. Your patience throughout this process means a lot to us, and we're committed to making things right. 🙏

Double-check Network Setup

• Ensure Printer and PC are on the Same Network: Since your PC is hardwired to the router and the printer is connected wirelessly, you want to make sure that both are on the same network (sometimes routers have multiple bands, like 2.4 GHz and 5 GHz, and devices can connect to different ones).
  • Verify that the printer is indeed connected to the correct wireless network. You can check this through the printer's control panel or by printing a network configuration page (the method depends on your printer model).

Reset Printer's Network Connection

• Forget and Reconnect Printer to Wi-Fi:
  • Go to the printer's settings and forget the current network.
  • Reconnect it to the Wi-Fi network. Ensure that it’s using the correct password and connected to the same Wi-Fi network as the PC.

Ensure Windows Firewall or Antivirus Isn't Blocking the Printer

• Temporarily Disable Firewall or Antivirus: Since your tech had you check the anti-virus settings, it may be worth revisiting this and ensuring the firewall isn’t blocking the printer’s connection.
  • Try temporarily disabling your firewall or antivirus to see if that resolves the issue (be sure to turn it back on afterward).
  • You can also check the firewall settings and ensure that nothing is specifically blocking the printer's software or services.

Update or Reinstall Printer Drivers

• Uninstall and Reinstall the Printer Drivers:
  • Go to the Device Manager (right-click Start button > Device Manager), and look under Printers. Right-click your printer and select Uninstall Device.
  • Afterward, visit the official HP support website and download the latest drivers for your printer model. Be sure to choose the correct model and operating system.
  • Install the printer again, and during the setup, make sure to follow the instructions closely to set up the printer to connect to the network correctly.

[Garp_senchau]

Use the Right HP Software

• As you mentioned, you had to call for help to discover the appropriate app. In some cases, the HP Smart app is pre-installed and may cause issues if it’s not fully compatible with your printer model.
• Sometimes, the HP Print and Scan Doctor also has issues if it doesn't detect the printer correctly, but it can still help in resolving some connection problems by diagnosing and repairing common issues.

Reset Printer to Factory Settings

• If the issue persists, consider performing a factory reset on the printer. This will erase all current settings and configurations, which may help if there's a glitch that’s hard to diagnose.
  • Check your printer’s manual or the HP website for steps on how to perform a factory reset for your specific model.

Check for Firmware Updates

• Update Printer Firmware:
  • Sometimes, an outdated firmware version can cause connectivity issues.
  • You can check for firmware updates directly from the printer’s menu or through the HP support site. If a firmware update is available, installing it may resolve bugs or compatibility issues.

Try a Direct USB Connection

• To rule out network issues completely, try connecting the printer directly to the PC via a USB cable.
  • If the printer works over USB, it could indicate that the issue is with the Wi-Fi connection or settings rather than the printer hardware itself

HP Print and Scan Doctor

• Run HP Print and Scan Doctor Again:
  • While you’ve noted that it didn’t always work properly, it’s worth running the tool again after the troubleshooting steps above to see if it can automatically detect and fix any lingering issues.

Network Troubleshooting

• Router and Network Check:
  • Verify that your router is not causing any issues. It might be worth rebooting the router to reset the network connection and ensure it's not causing intermittent issues.
  • If the printer is connected but still not working, check if other devices can connect to the printer over the network (e.g., try printing from another device).

We know that your time is important, and we truly wish we could have made the process easier for you. Your feedback is invaluable to us, and it will help us improve our products and services moving forward. 

 Thank you for your understanding, and if there’s anything else I can do to help, don’t hesitate to reach out. We’re here for you! 😊

Take care and have a good day. 

Problem solved? 🎉 Awesome! Mark this as the accepted solution to help the next person find their way faster. 🧭 And if it was helpful, click 'yes'—you’ll make someone’s search journey that much easier (and give this reply some well-deserved street cred 🏅)

Regards,

[Barnlett]

My network name is the same as what the HP printer has. It will connect for short periods of time. Then the printer can't be found by my network. What's happening?

[Garp_senchau]

@Barnlett, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

First, unplug the printer completely, turn off your laptop and router, wait one minute, then power everything back on. 

Next, let’s remove any old settings that could be causing problems. On your laptop, go to Control Panel > Devices and Printers, right-click your printer, and select Remove device. Then, go to Device Manager, under Print queues, and uninstall any drivers related to your printer. Now, reinstall it using HP Smart, this is the easiest way to ensure your printer is properly set up.

If the printer still doesn’t show up or keeps going offline, check your Wi-Fi network and make sure it’s connected to the same network as your laptop and phone. If possible, assign the printer a static IP address in your router settings so it doesn’t keep "disappearing."

If all else fails, try a factory reset on the printer (found in the settings menu) and start fresh. 

Also, refer to these helpful guides (these are for your reference):

Restore Wi-Fi setup mode on your HP printer | HP® Support

HP printer is offline or unavailable | HP® Support

HP Printers - Printer isn't available error (Android) | HP® Support

HP printer not found by the HP Smart app or operating system | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Problem solved? 🎉 Awesome! Mark this as the Accepted Solution to help the next person find their way faster. 🧭 And if it was helpful, click 'yes'—you’ll make someone’s search journey that much easier (and give this reply some well-deserved street cred 🏅)

Regards,