Unable to communicate with printer

[deejay02]

I have 2 printers experiencing similar issues. 

The Office Jet Pro 8715 loses communication with the laptop.  I can print a status page and see the correct IP of the printer.  I uninstall and reinstall the printer, it will work for maybe 1 print job then lose communication.  Sometimes, while trying to add/remove the printer, there will be 2 printers listed.  When I try to remove the duplicate, it will fail to print.

The Office Jet 5258 has a similar issue.  It is unable to communicate with the laptop.  However, while I can print a page from MS Word with the Office Jet Pro, I am unable to with the Office Jet.  I am only able to print a test page via the software provided by HP.

The Office Jet Pro is in a business and the Office Jet is a home network.  For both printers, I've tried uninstalling/reinstalling the printer and related software.  I've also tried ensured all the latest Windows updates are installed.  Both laptops are running 64 bit Windows 10.

Any suggestions?

Thank you.

[praveenbv]

HI@deejay02,

Welcome to the HP community, 

This is a great place to get support, find answers and tips to your technical queries.

I understand that the printer is going offline every now and then, need not worry I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

How far is the printer from the router?

Is there a cordless phone or micro oven near the router?

Have you tried any troubleshooting steps on your own?

However, I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Assign Manual IP to the printer.

1) Print a Network configuration page from the printer's control panel. 

2) Look for IP address from the Network configuration page. 

3) Open web browser - Chrome or IE or any other browser that you are using. 

4) Type the IP address mentioned on Network configuration page into the browser's address bar or URL bar and press enter button. 

5) Go to the Network tab. 

6) Click on Networking from the left pane. 

7) Then click on Network Address (IP). 

😎 Click on Manual IP Address and go to suggest a Manual IP. 

9) Scroll down the screen and select Manual DNS server. 

10) Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 

11) Click on Apply. 

Refer to the video link for step by step instructions - http://hp.care/2cqpl6p 

Note: The video is for win 8 but steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page.

Then, Add a TCP/IP port using the IP address 

Go to device and printers,

Right-click on the printer and select printer properties.

Select ports, click on Add port 

Select Standard TCP/IP port

Click on the new port and using the IP address create a port.

Keep me posted, how it goes! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:

[deejay02]

This did not work. I tried power cycling the printer as well as attempted to manually assign an IP and port. I also reinstalled the drivers. Still isn’t working. 

[praveenbv]

Hi@deejay02,

We have done the basic troubleshooting as per the document and the Printer .

I'd suggest you Contact HP in your region regarding the service options for your printer. HP Chat Support Team.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!