have to restart to print

[Veronica8]

I have had this printer for about 6 months. I had no problems for about 2 months, but since then every time my computer sleeps, I have to restart the printer to print anything. All diagnostics show the device is working properly, but it is continually offline or unrecognized by my computer until I restart it.

[Bob_Headrick]

There is a firmware update available from HP here that addresses WiFi reliability among other things.  The firmware is version SPP1FN1724DR released July 24, 2017.

[Veronica8]

 Thank you for the suggestion. I tried the update, but it would not even allow me to update my printer. I had to turn of and then back on the printer for the update to recognize it, then it would not allow an update. The printer showed up-to-date and the update button was grayed out.  I have tried to address this issue by calling HP, but after a 24 minute hold I reached a person whose English was so poor she didn't understand or listen to me. She then sent me to another department for printers, where once again the person didn't listen well due to a language barrier perhaps, and he then transfered me again, to direct me to tech support for my printer, which then put me on another hold that was to be "less than thirty minutes." Who's got time for all that????

[Dvortex]

Hello, @Veronica8

Thanks for reaching out! I'd try my best to find you the appropriate solution.

 Let's try to disable the IPv6 on your printer and then assign a public DNS to solve the printer offline issues. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Restart the printer and the router once done. Now, check for issue resolution.
 

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

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[Veronica8]

The second step you state: type the ip address on your web browser to obtain the printer EWS page.

What do you mean? type the wireless ip address for my printer into the web browser?

[Dvortex]

Hello, @Veronica8

Yes, please enter the IP address of the printer on your web-browser to get the Printer EWS page. 

Check the image below where I have accessed my printer EWS:

Once you are in the printer EWS page, then follow the steps I mentioned in my previous message and check. 

Thanks, I'll watch for your reply!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Veronica8]

OK. Tried again and here's what happened after clicking apply.

Communication between the browser and the printer has been lost.

To reconnect, make sure:

- The computer and the printer are on the same network.
- The printer's IP address is correct. Open a new browser window, and then enter the printer's IP address.

Tip: To obtain the printer's IP address, print the network configuration page. Also, you might be able to view the IP address from the printer's display. For more information, see the documentation provided with the printer.

Click "OK" to go back.

[Veronica8]

Finally did it and got it to take. Unfortunately, the next time my computer went to sleep, printer went offline. Have I mentioned that I hate my new printer? I purchased because of the instant ink program and now I'd love to have my Brother printer back. Never had trouble with it. I have had nothing but trouble with this and am finding I don't print enought to use the instant ink and on top of that will lose my rollover accrual if I downgrade. Ugh! I have to turn my printer off and on EVERY TIME I PRINT after hours of messing with it and more hours trying to call HP. Need a proper fix or it's going in the trash!!

[A-Roxy]

Hey @Veronica8,

Andrea here 🙂 maybe I can help you with this. 

Please go back to the EWS for the printer ( typing the IP address in to the URL of a web browser ) and back to the Networking tab. Click on Wireless and then click on IPv4, on the right-hand side of the screen you will see Manual IP and Manual DNS. Go down to the manual DNS and click the dot beside the enter manual DNS and it will open 8 boxes.

If the boxes are not empty then click in them and delete what is in there. Then I want you to type the number 8 in each of the top boxes, then the number 8 in first two bottom boxes and then the number 4 in the second two bottom boxes. So the boxes should look like this:

8 8 8 8

8 8 4 4

Then press apply at the bottom of the screen, it will just go back to the same page and you can click the close for the browser. This manual DNS will give the printer someone to talk to ( so to speak ) when the computer is in sleep mode.

With networking devices such as printers will "ping" the network and wait for a response back, if they don't get a response back they may go offline. Right now the "ping" it is sending out is to the computer and the computer is in sleep mode so it does not respond and the printer thinks the network is offline. 

It sounds a lot more complicated then it really is, I guess the best way to describe it is the printer wants someone to respond to its ping, this manual DNS is a server that runs 24/7 and will respond to the printers ping.

I hope this helps, please let me know if you need anything further. 

Thanks,

Andrea
-HP Instant Ink Support