Losing Connection to Router

[Dianehoch]

Printer keeps losing connection to the network when I try to scan documents. If I turn router off, then on again, it works. Or sometimes I have to restart my computer. This happens a lot.

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Can check this out"

What to do when Wifi keeps dropping?

https://www.youtube.com/watch?v=iyxpt6bi2OE

Why updating Firmware is important?

https://www.youtube.com/watch?v=GkLOiJFHAjU

Hope that helps!

[Dianehoch]

The videos were for 5000 series. I have a 7155 and couldn't find the options in my control panel. 😞

[greenturtle]

Hi @Dianehoch 

Follow these Steps to update Firmware on your printer:

1. From control panel, Scroll down and tap on Setup (gear icon)

2. Scroll down until "Printer Maintenance"

3. Scroll until you see "Update the Printer"

Steps to disable IPV 6

1. From control panel, Scroll down and tap on Wireless icon 

2.  Tap on the Settings icon (Gear icon at bottom left)

3. Select "Wireless settings"

4.  Scroll down until "Advanced Settings"

5.  Disable IPV6 (turn it off)

Hope that helps!

[Dianehoch]

For Firmware update -- printer responded "no printer updates."

To disable IPV 6 -- I disabled the IPV 6. I went to scan a document and still get the same error message:

"The selected computer is not available. Make sure:

.  The computer is turned on.

.  The computer and printer are properly set up on the same network.

.  The HP printer software installed on the computer is configured."

I had to power my router off and also the printer and then the network was re-established and I could scan my document. I have to do this almost every time I need to scan a document. I think I should just return this printer.

[greenturtle]

Hi @Dianehoch 

Try this to create a TCP/IP port.

This example will show you how:

https://www.youtube.com/watch?v=mtKU4wc76PY

Hope that helps.

Thanks.

[Dianehoch]

This did not help either. In fact right now I have the same error message when I try to scan a document. "The selected computer is not available. Make sure the computer is turned on, the computer & printer are properly set up on the same network, the HP printer software installed on the computer & configured." Yesterday, I got this error message and I backed off the software and reinstalled the printer software and finally got the scan to work. Today I'm back to the same issue but now unplugging the router doesn't even help. I can't get it to scan at all.

[greenturtle]

Hi @Dianehoch 

What's the brand of the router you're using? 

How far is the router from your PC and printer?

Do you use any wifi extender or the printer is just the router alone (no extender)

Have you tried using HP Smart app to scan?  HP Smart can be downloaded from Microsoft store or if you are using a mobile phone, download from Play Store or Apple store.  Add the printer to HP Smart and you'll be able to scan as well.

Do try it out and let us know.

Thanks.

[Dianehoch]

I use Optimum (Cablevision) for my cable company and their router which is an Arris. There is also an extender from Optimum. I had an HP 5520 prior to this and also had scan issues but if I turned printer on/off I was good to go.  Just now I restarted my printer and now the scan works. 

The printer is sitting right next to the router and the extender.  We have an extender as my son uses his computer in the basement and they installed this so he could get service.

No, I have not tried using HP smart app to scan on my phone. I will try that.

[Dianehoch]

Sorry, I meant I restarted my computer and now the scan works at the moment.