hp deskjet wont connect wirelessly

[AnnieF]

My deskjet will not connect to new router/provider.  It connect fine with BT - moved to SKY and will not now connect.

I have followed all instructions from HP Troubleshoot programme i.e. linking via USB cable between laptop/printer.  I can see all the correct router details including password and checked they are correct.

This is absuletely stupid and spent HOURS trying to resolve.  I really want to talk to someone but HP doesn't do that unless your in warranty!!!!

Does anyone have the answer before I have to go out an buy a new printer??

Thanks

Annie

[DavidSMP]

@AnnieF,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with not able to connect the printer to the wireless network. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Do you get any error messages when you try to connect to the wireless network?
• Did you run HP print and scan doctor and check again?

For now, try these steps:

• Please perform a hard reset on the printer from this link: https://hp.care/2IEndHo by following instructions from the section “Step 1: Reset the printer”
• Then run HP print and scan doctor from this link: https://hp.care/2t64Xtz and check if the issue gets fixed

If it continues, then try these steps:

• Please restore network defaults on the printer by following steps from this user guide link: https://hp.care/2u2PFdQ refer to page 74 on how to do it.

Then from this link: https://hp.care/2M3RSuI (HP Printers - Printer Not Found During Network Driver Setup (Windows) perform these steps:

• Step 1: Restart the computer, printer, and router
• Step 2: Check the network and printer connection status
• Step 3: Manually connect the printer to your network (wireless connections only)
• Step 5: Temporarily disable firewall software on the computer

Now check if the issue gets fixed.

If it continues then perform a root level uninstall and reinstall of the printer drivers by following these steps:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.

• Close Devices and Printers. 
• Restart the PC again. 

Then download the latest full feature driver from https://hp.care/2rLsZwh  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH

• Perform steps 2 and 3 to remove the printer and re-add it. This should do the trick for you. There is an associated YouTube video on how to do it.

Then assign a manual IP address to the printer by following instructions from the section "Step 3: Manually connect the printer to your network (wireless connections only)"

This should do the trick for you.

• If it still continues, please install the printer as a USB printer and then convert it into a wireless printer connection by following directions from this link:  https://hp.care/2L8rBuV  (HP Printers - Changing from a USB to a Wireless Connection)
• This should resolve the issue.

For further assistance, please check this link: https://hp.care/2JYOqB6 (HP DeskJet 3630, 4729 Printers - Wireless Printer Setup (Windows)

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  Please note that I am not overloading you with steps but instead, giving you more information to work with.

We are as eager as you are to get the issue fixed. I request you to perform all these steps till the issue is fixed.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[AnnieF]

Hi David here are some replies:-

1.  Do you get any error messages when you try to connect to the wireless network? + just can't connect

2.  Did you run HP print and scan doctor and check again? = Yes many times.  I also unloaded printer, downloaded .exe and re ran the install programme. Again will not connect.  I also attached the USB to Laptop so they could talk to each other - No go.

I have now done the first bit of your instructions and now working on the printer doc - page 74 and looking at page 25 which does not have Windows10 listed!!!!!

I have also just done a Windows update.

This is utterly rediculas.  I have been using computers since it they first arrived and NEVER EVER have I had this problem of changing the wireless provider details.

There should be a simple straightforward ability to change everything via HP Smart.

So what are the instructions for Windows10

Thanks

Annie

[DavidSMP]

@AnnieF,

I read the post thanks for responding. It is nice to hear from you again. This is the first time you stated that you are using HP smart app.

Please uninstall Hp smart app.

Then reinstall HP smart app. 

Then follow the steps from this document https://support.hp.com/in-en/document/c04675142 (HP Printers - Using the HP Smart App (Windows 10)

Check the FAQs section and follow the relevant steps when it fails to connect. Now check if the issue gets resolved.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

 Cheers!

[AnnieF]

Hi David

Just need to check something!

I uninstalled HP Smart App (which I was not aware it was an app rather then a prog for the laptop) and clicked on this already downloaded exe (when I first go the printer) :- DJ3630__Full_WebPack_1107.exe thinking it was the right one.

During the set up we successfully got the printer to print wirelessly.  Yippppeeeee

However I have not reinstalled HP Smart and have another downloaded thing:- HPPSdr.exe

I don't know if I should go ahead and launch HPPS etc - worried it will delink the wireless to printer, however do prefer the front page of HPSmart which was what I had with the old HP Printer which was installed via disc.

Whats your advice please?

Thanks

Annie

[AnnieF]

Hi David

**bleep**!!!  Its stopped printing again.  I now have this on the bottom of my screen 'Something went wrong with your extensions,so we had to reinstall them.  You'll need to turn them on again'

What are extensions???

Annie

[KrazyToad · Accepted solution]

@AnnieF

Thanks for keeping us posted

It looks like you were interacting with DavidSMP, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

The HPPSdr.exe is the HP Print And Scan Doctor exe file.

I suggest you run the HP Print And Scan Doctor once again

Download link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

Run PSDR v5.0.2 

Once the PSDR detects the Printer, it will show up the IP address and Software Status. 

Select the correct Printer and click on Next. 

PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing 

Once PSDR goes through all checks and automatic fixes, click on Print a test page. 

Regardless if PSDR printed the test page or not, click on “NO PRINT” 

PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot. 

Post restart the PSDR will run automatically to check for more issue.  If no issue found close PSDR. 

If the issue persists, please create a New User Account and try reinstalling the Printer Software after you uninstall it from Root level again

• Select the Start  button, then select Settings  > Accounts  > Family & other people > Add someone else to this PC. 

• Enter a user name, password, password hint, and then select Next.

• To make the new account an administrator account, select Start  > Settings  > Account  > Family & other people and select Change account type. Under Account type, select Administrator > OK. Restart your machine and sign in with the new administrator account. 

Link for Full Feature Software: HP DeskJet Ink Advantage 3636 All-in-One Printer

Try printing and let me know how it goes

Thank you 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted"