Unable to maintain (or at this point establish) connection to brand new Envy 7855

[Atrius]

I installed a new HP Envy yesterday to resolve a network connectivity issue that started a few months ago with our old Epson printer. Thinking the issue was with the printer, we bucked up for a nice looking Envy 7855. 

Surprise! Same issue:

Printer connects to the network (DHCP)

No devices in the home can see the network. Ping test results:

C:\>ping 192.168.0.22 (DHCP address of printer verified on control panel)

Pinging 192.168.0.22 with 32 bytes of data:
Reply from 192.168.0.15: Destination host unreachable. (192.168.0.15 is my laptop)
Reply from 192.168.0.15: Destination host unreachable.
Reply from 192.168.0.15: Destination host unreachable.
Reply from 192.168.0.15: Destination host unreachable.

Ping statistics for 192.168.0.22:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Note: I can successfully ping the gateway IP from my laptop (192.168.0.1).

I took this up last night with Mediacom (they own the residential gateway/modem/router whatever you want to call it). Two different representatives said they could send a tech out, but it would cost us if the problem was determined to be on the LAN side of the network. The problem is, Mediacom does not let me log into their router, so I have no way to troubleshoot the LAN side of the network other than ping tests and setting checks.

I will be calling them again today in an effort to get a tech support escalation/manager resource on the phone to troubleshoot with in real time. However, just in case, is there anything at all in the meager options available through the control panel on the printer that I can check?

I've turned off IPv6, but I don't see anyway to set a static IP (i.e., 192.168.0.101 to get outside the DHCP range), gateway, etc.

Any concrete ideas would be helpful.

Thanks in advance!

Atrius

[8lives]

If the Mediacom router has a RJ45 connection try that.

Print a wireless test status report from the printer control panel.

Status of the Wireless light on the printer?

[Atrius]

Although it would likely narrow things down, the effort required to make a manual RJ-45 connection to the Mediacom RG isn't worth the hassle at the moment. 

The Wireless test report from the printer is golden - no problems reported.

The wireless light on the printer is on solid blue.

However, the inability of any other device on the LAN to see (i.e. get ping responsesfrom) the printer, much less connect via http or even print, tells me there is a setting or something in the Mediacom box that is blocking traffic between devices on the LAN.

Mediacom is being their normal obtuse selves so I will have to dig in for the long fight to find someone via phone call that can log into the box remotely and resolve the issue. Failing that, it's so long Mediacom.

[sabretooth04]

Sorry for jumping here.  Try disabling your Firewall and Anti Virus temporarily to see of those are the issue.

Then try here...

However if you have a Gateway (modem+router) combo device, all Gateway devices are terrible for wireless connectivity.   If it works, it works.  If it doesn’t… suggest you think about putting that gateway device in full bridge mode (makes it a modem only) and install your own high quality router that YOU have full control over. 

[Atrius]

Thank you, Provost. That is definitely a possibility. The short version of history is we had Mediacom for everything, then kicked them to the curb because of too many problems. However, we had to keep their Internet because the only other option was low-speed DSL from AT&T. Fast forward a couple of years and a gazillion finger-pointing episodes between Mediacom, AT&T (DirecTV) and me (because I owned the router), and Mediacom offered a phenomenal deal to come back with promises that they had upgraded the neighborhood infrastructure. I said, "Fine, but everything is yours so when there is a problem, you can't finger point at anyone but yourselves."

Now, when there's a problem, they're still finger pointing.

However, I think we gifted our "high quality router" to our son... 

Appreciate the intel on the systemic issues with cable company gateway solutions. Although we had experienced intermittent printing issues with the old Epson, I could always get it working - until a couple of months ago. It looked an awful lot like either the printer gave up the ghost or something had changed with the Mediacom gateway. Their complete lack of willingness to even LOOK at the gateway and help diagnose the problem is the biggest issue for me at the moment.

[sabretooth04]

Don't know about Mediacom, but most if not all companies allow you to buy your own modem and router.  Modem must be in their approved list.  This will save you money as you don't have to 'rent' their Gateway device.

Suggest you look at that avenue.  Buy you own separate modem and separate router.

[Atrius]

I appreciate the responses and thought I'd provide a "close the loop" reply on this issue:

After speaking to Mediacom, they agreed that I could put my own router behind their residential gateway (modem/router). However (and I'm not sure he clearly understood what I was suggesting or just spouting the Mediacom "party line"), he said we would have to pay the trip charge for a tech to come out and reprogram their box and purchase a MOCA adapter for the TIVO box. I told him, no, we just want to hang the router for our devices and it should be able to reach the Internet through your box... it's like talking to a brick wall.

On a more positive note, he did say that our current Mediacom WiFi was set to channel 1 and he changed it to channel 4. His comment was something along the lines of, "If it is going to work (the printer) it will work on channel 4. No guarantees of course, because we don't "do" printer support, but...).

As soon as he changed the WiFi to channel 4, I could see the printer from my laptop. I've printed from both my wife's laptop and mine with no issues. I also went ahead and changed to a manual IP that should be outside the DHCP range.

Main fix: Change WiFi channel setting in Mediacom router to channel 4.

[Xixa]

So I am going crazy reading about solutions to make my Envy 7640 be recognized by the ASUS laptop. Arrived to the conclusion that Static IP would be worth a try. However, in Windows 10, when I go to the web page for my printer IP (typing it on the browser), this robust menu with different options appears.  None of the articles seems to match the actual options on this menu, and "Manual" versus "Automatic" IP address is not any of them.  Articles said to find the IP Address options and  simply choose MANUAL, then just TYPE the IP address.  But there seems to be no option labeled "Manual" so I don't get to the point where I can type the IP address.  My older Envy 5530 is working ok. I did put them on a TCP IP port as another article suggested, but nothing works for the 7640.  And that is supposed to be faster and better!!!  Any tips to be able to make it a Static IP? Oh, and when pinging the printer, the message reads "destination host unreachable".  

[senan6806]

Hi @Xixa,

A warm welcome to HP Community!

It sounds like the computer is not able to communicate with the network connected printer. We might be able to resolve the issue by resetting the printer network settings and then assigning a manual IP. Here is how to do it:

1.) Unplug your modem/router and leave it powered off.

2.) Restart your printer, from the printer control panel, touch "Setup". Touch 'Network Setup", touch "Restore Network Settings".

3.) Power off your printer

4.) Reconnect your modem/router and wait for it to re-establish its internet connection.

5.) Power on your printer.

6.) Run Wireless setup wizard on the printer to connect it back to your network.

Once the printer is connected, use the steps available here to assign a manual IP on the printer. 

Let me know 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!