10-20-2019 10:59 AM
I opened a thread on intermittent connectivity problems between my router and my HP Printer. The problem was diagnosed by a very helpful HP Helpdesk chap. I am writing this post for the benefit of other HP printer users who might be suffering in a similar way. I feel particularly guilty because in my post I blamed the HP printer.
It turned out that the problem lay with my Talktalk router. A very helpful HP agent took me through a series of detailed checks and explained that some routers would switch between 2.4Ghz and 5Ghz spontaneously. The printer can only work on 2.4Ghz. He said that there would be a way in which I could reconfigure the router to be split into two partitions, one operating on 2.4Ghz and the other on 5Ghz. He suggested my ISP could talk me through how. When I called Talktalk their agent knew of this type of problem and suggested the simpler solution was for me to be sent a new router which would automatically detect the need for the printer to be served at 2.4Ghz. Problem solved! My thanks are due to John of HP who diagnosed the problem and the solution..
Solved! Go to Solution.
10-22-2019 02:09 PM
@Paddy51, Welcome to the HP Support Community!
The information provided by the HP technician is precise. To summarize:
- Make sure the printer and the MAC are connected to the same wireless network.
- This printer supports only 2.4GHz network.
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
Glad to know that the issue is now resolved after contacting HP Support. Feel free to contact us with any concerns related to HP products.
Happy to help!
Keep me posted for any other assistance.
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