Printer stuck on IPV6 Only

[freedom-it]

We recently sold a PageWide 477DW to a customer and are having major issues with it. The customer unboxed it and plugged in a network cable but we were unable to see it on the network or in the DHCP list. After lots of troubleshooting we found that it had an IPV6 address and were able to access the web interface using that. Under the networking -> network protocols section we found it was set to IPV6 Only but when we changed it to IPV4 + IPV6 it says the change was successful but reverts back to IPV6 only. If you set it to IPV4 only it drops off the network completely as it wont get an IPV4 address. We eventually fixed it by factory resetting it twice from the hidden maintenance menu and on the second attempt it came back with both IPV4 and IPV6 enabled. We setup the printer, gave it a IPV4 DHCP reservation in the router updated the firmware and everything worked well. Two weeks later we get a call from the customer to say the scan to email had stopped working - the printer was no longer showing on IPV4 and had reverted to IPV6 only again. Once again if you try and change it to IPV4 + IPV6 it says it was successful but reverts back. On IPV6 the computers can still print but the printer cannot access the internet so scan to email stops working along with some of the other web services.

We have sold over 20 of these printer and have never had an issue like this before? Has anyone got any ideas? Could it be a faulty device?

[ShlomiL]

Hi,

Is it connected directly to the router? to a switch? etc.?

I would rather suspect any network-related issue to cause a such,

As a beginning, please make sure the printer firmware is up to date and check if that may make any difference:

https://support.hp.com/ca-en/document/c05272446

You may try to connect the printer wirelessly in order to update it, or with a USB cable to a computer.

Shlomi

[freedom-it]

It is directly connected to the router but we have also tried wireless. I have already updated the firmware to the latest version via the web interface.

This printer is replacing a HP PageWide X476dw that was connected in the same way and had no issues. We have sold and setup around 20 of these in similar network setups without issue.

Below is a link showing the issue...

https://streamable.com/rbnlpp

[freedom-it · Accepted solution]

Just to update - HP replaced the printer as DOA and the new printer worked without any trouble