Officejet Pro 8035 sleep issues

[ActonAstro]

When I first power on the printer, everything works fine. After it goes to sleep, the called ID display doesn't work and the fax won't send. The only way to get them working again is to power cycle the unit. I found a post that said to assign a static IP to keep the printer from going to sleep so I did that but still have the same issue. Any suggestions on a cause?

[asmita6658]

Hi @ActonAstro

Welcome to the HP Support Community. I'd be happy to assist you with the sleep mode issue.

To better assist you - 

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there any antivirus software installed on your Mac?

5.) Are you able to print from other devices? 

6.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

While you respond to that, please check for printer settings - 

From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, touch Power Management -

1.) Disable Auto Off feature.

2.) Sleep mode setting to be set to Max, or Off.

3.) Check for Schedule On/Off feature. 

Try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Also, update the router's firmware. 

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!

Have a great day! 

[ActonAstro]

I think there is some confusion on the issue. I'm not having problems printing, it's the fax/caller ID that stops working, but I'll answer your questions anaywy. FYI, I didn't have any issues with my old HP Officejet 6962, it started with this new printer.

1.) Are the printer and Mac connected to the same network? Yes

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks. Yes to both, but to rule out any wireless issues, I wired the printer.

3.) What is the distance between the router and the printer? 30 feet, but again, it's wired

4.) Is there any antivirus software installed on your Mac? Yes, but I'm not having any issues with the Mac, it's the caller ID display and the fax that stops working, nothing else

5.) Are you able to print from other devices? I'm able to print from ALL devices, see number 4.

6.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display. I'm able to communicate with the printer from the Mac, both by pinging it and using the web interface. See #4.

I'm confused as to why you want me to check all the router and software settings when the issue is the printer communicating with the phone line.

From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, touch Power Management -

1.) Disable Auto Off feature. Auto-off is set to 8 hours. I can find no way to turn this off, but the printer doesn't appear to be off, it works fine and the display comes up as soon as I touch it. But once those 8 hours have passed, the fax line and caller ID display quit working.

2.) Sleep mode setting to be set to Max, or Off. Set to the max of 15, sadly there is no off.

3.) Check for Schedule On/Off feature. Scheduled on/off are disabled

[asmita6658]

@ActonAstro

Thanks for replying. Try updating the printer's firmware if you already haven't. 

If the issue still persists, try restoring the fax settings to defaults using these steps -

Touch Setup > Restore > Restore Settings > Fax

To re-configure the fax, try these steps - Touch Setup > Fax Setup. 

Let me know how that goes. 

[ActonAstro]

The printer is on the latest firmware according to the app and the HP website.

Firmware Version MALBECPP1N001.1921A.00

Built Date 2019-05-21

I have restored the fax settings. I will wait a day before making any other changes to see how it works with the default settings since it takes at least 8 hours to stop working.

[asmita6658]

Sure @ActonAstro

[ActonAstro]

No change after the fax reset. Can't fax out and co caller ID information unless I power cycle it.

[asmita6658]

@ActonAstro

Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding this issue. 

Have a great day! 

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!