HP Scan IP Address Issue. Please Help ... Please?

[RNZALR]

Hi All,

Two days ago I swapped ISPs as we moved from copper onto fibre.  Everything swapped over fine with the exception of my HP printer and scanner.  I thought there might be an issue there because I'd had issues with getting the scan function to work when I first got it and so I got my business IT Support person to fix it by assigning a static IP address to the device.  It still wouldn't work and he spent ages mucking around with it.  In the end, I unplugged the router and plugged it back in and at that point everything worked fine - the printer, the scanner etc, no issues at all and it was great from then on.

I was concerned that after the change over to fibre and the new router, I'd have a similar issue.  I called my IT Support person (which I have to pay hourly for as I own my own business which I run from home).  He assessed that the router settings weren't correct so he changed them.  The printer worked perfectly after that but not the scanner which I access via the HP Scan application on my computer.  This is really driving me insane as I use and need the scan function a great deal so it's important for me to get it working.  The IT Support person said he could probably get it going if we did scan to email.  But most of my scans aren't for emails and I don't believe I should have t do a work around when the previous day it was working perfectly.  I just don't get why a change in router is upsetting the apple cart!  I've attached a copy of the message HP Scan gives me when I try to use it.  The confusing thing is there no no "IP Address Update" in the start menu so the message HP Scan gives is really confusing.  The suport person spent about 2 hours trying to solve it and nothing seemed to work.  

Please help!  I'm losing the will to live!! 

[sabretooth04]

These settings are for setting up your wireless or wired printers to:

* Stay connected to your router
* Fix printer ‘offline’ status
* Wake from sleep mode
* Speed up wireless printing

While DHCP is convenient, devices such as printers (wired and wireless) should always be assigned a static (fixed) IP address manually to avoid conflicts on your wireless network and MUST be outside the DHCP address range of the router. This is because printers are the only external devices that do not have the ability to automatically interrupt the router for a new DHCP address once the least time expires.  Again, do not have the printers static IP within the DHCP range of the router as this is against Networking 101 rules and will confuse the router.  Make things simple – In the router, set starting DHCP address range 192.168.1.100 (or 192.168.0.100). Ending DHCP address range 192.168.1.150 (or 192.168.0.150).  Set Printer Static IP to 192.168.1.10 (or 192.168.0.10). 

After setting the static IP, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers’ new static IP address.

1. Set a static IP in the printer outside the DHCP range of the router (check your manual).  This Static IP is important as DHCP IP addresses will change upon different power up sequences of your devices.  You always want your printer to come up with the same IP address all the time.  See how to do this here:

http://www.watchingthenet.com/linksys-tip-assign-static-ip-address-to-printer-while-using-dhcp-on-yo...

This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this first if needed.  Then after setting the static IP in the printer, the computer(s) must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers IP address. 

To see why this problem exists and how to fix it, watch this video here for Windows.   Scroll down for MAC information.

https://www.youtube.com/watch?v=ZEqvUKxWmq4

How to set a Standard TCP/IP port.  This is important.

a).  Click Start/Devices and Printers. Right click on your Printer.  Select Printer Properties.  Select the Ports tab at the top.

b).  Select Add Port. Select Standard TCP/IP Port.  Select New Port.

c).  Follow the Add Port Wizard. Under Printer Name or IP Address, input the Static IP address you just set from the above information.  Example:  168.1.15.  The IP address will be copied under Port Name.  This is OK to leave this alone or you can put in your Printer Model.

d).  Select Next and Finish the Wizard.

If you create a TCP/IP port without a static IP above, you may lose your TCP/IP connection and have the same issue. This is because your network has powered up differently giving you a different DHCP address to the printer that does not match the TCP/IP address above.  This could occur at anytime just like the video shows.

For MAC PCs perform the above Static IP setting in the router and then watch here on how to perform your IP setting for MAC computers.

https://www.youtube.com/watch?v=A5tNFjEBDOw

By performing the above, the printers Embedded Web Server (EWS) will now work all the time by going to your Printers Static IP address in your browser. 

2.  Wireless connection only, turn off the Wired LAN in the printer.

a).  Login to your printers EWS from a web browser using your Static IP in the address bar.

b).  Go to the menu item Network at the top.

c).  On the side menu expand WIRED network settings.

d).  Click on advanced.

e).  Set the Network Interface to off.

 3.  Verify in the printer that 'Auto Off/Sleep/Energy Saving Mode' is disabled and/or the System Mode Time Out is set to zero (0) if your printer supports this. Use the Embedded Web Server (EWS), if this is a HP printer, by going to the printers IP address in your browsers address bar, click Settings Tab/Auto Off, or use the Printer Assistant, Printer Home Page (EWS). Also check your Printer Properties. This feature is automatically disabled when the printer is connected to a computer or mobile device, a network, or a fax line (if supported).  However, you may not find this setting.

4.  If the printer supports and has IPv6 enabled, disable IPv6 in the printer.

5.  Make sure printer is plugged directly into a wall outlet and not into a UPS, power strip or surge protector. This may cause the printer to intermittently drop offline and disconnect.

6.  Make sure your printer and router are at least 5 feet apart from each other.

7.  Check your printers web site for your printer to see if there is a Firmware Upgrade that affects the wireless operation. If yes, update the firmware via USB cable only.  Never wireless.

Additional steps to be taken if you continue to have the problem (if they are posted)…

[RNZALR]

Thanks for the reply.  I'm not sure it helps though for the following reasons:

• A static IP address has been assigned.  It is 192.168.20.240.  
• The printer IS WORKING i.e. I can print to it from my computer and also from my mobile phone
• I CANNOT scan documents using HP Scan (or any other way)

This is why I am confused i.e. the print software is picking up the static ip address but the scan software is not and is telling me to update my ip address settings and yet doesn't give me the ability to update it.

Does that make sense?  Or have I misunderstood your proposed solution?

[sabretooth04]

What is the Gateway IP address?

What is the starting DHCP address in the router?

What is the ending DHCP address in the router?

[RNZALR]

errr .... how do I find that?  I have managed to log into the router but I'm not sure where to find those details.  When this happened previously I was told to solve the settings at that time.  They are:

IP Address 192.168.020.240
Subnet Mask 255.255.255.0
Gateway 192.168.020.001

IP for printer for HP Setup
192.168.20.240

This is what I gave to the IT Support guy yesterday and he did change a few things in the router to make the IP address work.  I'm not sure where to find the starting and ending DHCP address on the router though?

[sabretooth04]

What is the starting DHCP address in the router?

What is the ending DHCP address in the router?

[RNZALR]

As I said, I'm not sure where to find that.  Any clues?

[sabretooth04]

Well... I don't have your router.  Have you downloaded the User Guide for your router and read it?  I'm sure it is in there.

[RNZALR]

I can log in to the router.  I am trying to understand where I would find what you are looking for, that's all.  Is it any of the below?  That is the device listed on the Router under LAN Status Device info ARP.  There is nothing listed for that IP Address under Device Info DHCP Leases

[sabretooth04]

Start looking around.  All routers have this info.