DNS/Gateway Problem

[Ren04]

I have recently moved house and since reconnecting (wirelessly) my printer, an error comes up: 'DNS/Gateway Problem Could not connect to server' when I try to scan. I didn't have this issue last time I moved. 

I have run the HP doctor from my lap top and it found my device so i am not sure why the scanner isn't working?

[The_Fossette]

@Ren04,

Welcome to the HP Forums!

This is a wonderful place to converse with the community, get assistance and find tips.

I reviewed your post and understand that you are unable to scan from your computer.

I'll be glad to help you 🙂

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?

For now, I recommend you follow the below steps and check if it helps.

Check the wireless light. If the light is steady blue, then the printer is connected to the network. If the light is flashing, then the printer is not connected to the network. Go to Setup - Network - Wireless setup wizard to connect the printer to the network.

Once the printer is connected to the network, then assign a static IP to the printer:

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)

Let me know how it goes. Awaiting your reply!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day! Take care 🙂

Cheers!

[Ren04]

I have followed your steps and when trying to reinstall, my computer could find my laptop but then was unable to connect to the server.

The printer hasnt worked since I moved house and I have not installed any new software.

The house I am living in now is a townhouse and the modem is down stairs and the printer is upstairs. Could it be that the printer is too far away from the modem? I thught I would check before I unplug and carry everything downstairs! 🙂

Thanks,

Renee

[Riddle_Decipher]

@Ren04

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I reviewed your concern and the entire conversation, did some research and you just may be right,

Please go ahead and move the device closer to the modem/router and that should make the difference.

If it doesn't, Let's start with, Step 1: Restart the computer, printer, and router

Restart the computer, printer, and router to resolve any connectivity error states.

   NOTE:

The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before continuing.

1. Turn off the router by pressing the power button or disconnecting the power cord.

2. Turn off the printer, and then unplug any USB or Ethernet cables.

      NOTE:

   When an Ethernet cable is connected to the printer, the printer cannot connect wirelessly.

3. Close all running programs on your computer, and then shut down the computer.

4. Reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.

5. Turn on the printer.

6. Turn on the computer.

If the wireless connection continues to drop, continue to the next step.

Step 2: Run the HP Print and Scan Doctor (Windows only)

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

1. On the Print and Scan Doctor Welcome screen, wait for the tool to locate your printer.

2. Click Start on the Welcome screen.

3. If your printer is not listed, make sure the printer is turned on and connected, click My product is not listed, and then click Retry.

4. Select your printer, and then click Next.

   Figure : Select your printer

   

5. If a connection problem is detected, click the method being used to connect the printer, follow the instructions on the screen, and then click Retry.

6. Click Fix Printing.

7. Evaluate the test results.

   • If you see white checkmarks, the printer passed the tests. Click Test Print or click Skip.

   • If you see a white wrench, Print and Scan Doctor found an issue and repaired it. Click Test Print or click Skip.

   • If you see yellow exclamation points, the test failed and required user action, but the step was skipped. Click Test Print or click Skip.

   • If you see a red X, follow the on-screen instructions to resolve the issue.

If the wireless connection continues to drop, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: https://hp.care/2hEY7vE

(Though the header is different, the steps to follow will help resolve your concern & By the end of this article all the issues should be resolved)

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[TGN327]

I am getting the DNS/Gateway Problem.  When I login to HP Instant Ink it says my printer is online but it can't connect to the printer. 

[TEJ1602]

@TGN327, Welcome to HP Support Community!

Follow the steps below to resolve the issue-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. For more information, go to Updating or Upgrading Printer Firmware.

Step 1 Remove the Web-Services -

1. From the top of the screen, touch or swipe down the tab to open the Dashboard, touch ( HP ePrint ), and then touch (Web Services Settings).

2. Touch Remove Web Services.

Reboot the devices.

Step 2 Enable the Web-Services -

1. From the top of the screen, touch or swipe down the tab to open the Dashboard, and then touch ( Setup ).

2. Touch Web Services Setup .

3. Touch Accept to accept the Web Services terms of use and enable Web Services.

4. On the screen that appears, touch OK to allow the printer to automatically check for product updates.

5. If the Printer Update Options screen is displayed, select one of the options.

6. When the printer is connected to the server, the printer prints an information page. Follow the instructions on the information page to finish the setup.

Step 3 Assign manual IP to the printer-

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers.

Hope this helps! Keep me posted. 

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!