HP Wirelss OfficeJet “Not Connected”

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Hi Loungers,

Weird stuff happening with our HP OfficeJet 6500 wireless printer. It won’t print some days and will, others.

Today, when it refused to print, I ran the Wireless Network Test Report and got an “everything is perfect” result. I then ran HP Print and Scan Doctor and got “your printer is not connected”.

Other Steps:

• turned computer off and on
• turned printer off; unplugged for 60 seconds; turned back on
• started and stopped Print Spooler in Services

The documents get listed in “See What’s Printing” for the device, but aren’t printing. I ensure any listed docs are deleted from that list before trying to print again.

Does any of this suggest a solution to any Lounger? It strikes me as totally weird that it is so inconsistent and that the printer and the computer tell me 2 different things about the printer’s status.

PC is Windows 7, SP1.

Any advice would sure be appreciated.

Thanks,

Linda

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I  find the HP Print and Scan Doctor to usually fix issues with their network printers. Better yet, can you assign it a static IP either on the printer or router interface? I’m guessing it’s DHCP and probably got a new IP.

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I have a wireless HP OfficeJet 3830 which was not printing correctly even though it initially passed the Alignment Test (would not print a document in color & ‘Printer Preferences’ would not function.  After going through 2 HP Support Personnel, over 2 hours, finally got the solution.  I have a relatively new router/modem supplied by my ISP which automatically assigned a port number each time the printer connected.  Does not work that way!  It now has a manually defined port number and is DHCP at 2.4 Ghz.   I think it has to be 2.4 Ghz and not 5.0 Ghz, but not sure.  Anyways, after the last tech manually set the printer up correctly on the router/modem, the printer has been working perfectly.

Rick U.

BC, Canada.

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MrJimPhelps

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CyberSAR and Rick, thanks for your suggestions.

I think you nailed it, Rick. Our supplier installed a new router/modem and this problem has been occurring since then.

Not sure just what to do now? Do I give it a new IP or assign a new port? And how do I do either one?

Awaiting further instructions,

Linda

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I am going to use the method of assigning a Static IP address to the printer itself instead of using a setting in the Router, since the Router is apparently owned by the supplier to be changed at will (and thus mess up the settings).

On a computer connected to the network (Win10)
Settings App\Network & Internet – “Change adapter options”
Right ckick on the network adapter – choose “Status” then “Details”
Make a note of the computer’s IPv4 address (this will give you the base IP series), the IPv4 Subnet Mask (you need this information), and the IPv4 Default Gateway (this is the Router IP address on the LAN side).

I have an HP OfficeJet Pro 8720 and these are the instructions for it. You should consult your printer manual (download from HP if you do not have it).
On the HP printer front menu choose the network icon at the top (mine is wireless icon)
On the next menu, choose the settings “gear”
Network Setup then choose Ethernet or Wireless.

On my wireless settings I choose “Advanced” then “IP settings “manual”
You will need to supply a Static IP address. My router DHCP starts issuing IP addresses at the lower end of the 0-254 possibilities (last number in IP address – example 192.168.1.7). So I choose 200 as the last number when assigning the IP to the printer – example 192.168.1.200. This way it doesn’t conflict with the DHCP assignments done by the Router.
Then supply the same Subnet Mask as the computer had (example 255.255.255.0).
You will also need the network name and the password for the network (the one you enter when joining the network).

Now on the computer again:
Control Panel\Devices and Printers.
Right click on the printer, choose Printer Properties.
On the Ports tab, You will need to verify the computer has the right IP address you assigned to the printer.
It may connect automatically if you turn off/turn on both. Or you can use the HP software and/or “add a printer” so that it searches the network and finds the printer on the new IP address.

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cmptrgy

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Wow, thank you for your detailed instructions, PK.

One question before I tackle this:

On a computer connected to the network (Win10)…

Are your instructions the same or close enough for Windows 7, my system?

I’ll need to go very slowly and may have to come back for further assistance, but I’ll see how I do and post back once I’ve absorbed and followed your steps.

Thank you!

Linda

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The first step on Win7 is in Control Panel\Network & Sharing center “change adapter settings.” It should look the same after that.

The step on the Printer menu and the one in Devices and Printers in the Control Panel on the PC should be the same.

You get the information on your network connections, you set the static IP in the printer menu, and then make the connection with the PC. Unless your supplier changes the TCP/IP on the LAN side of the network, changing out the Router shouldn’t bother you in the future.

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Thanks so much, PK. Sorry I’m a bit slow getting back to you … somehow the email notification didn’t come as it usually does so I hadn’t realized you’d replied right away.

Plan to work on this over the weekend and will post results … or any other questions. Oops, it’s a holiday weekend, so don’t worry if you don’t get back to me until Tuesday.

REALLY appreciate all your help!

Linda

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Hi PK,

Getting there (I think) but would appreciate some more direction.

I found this information on the PC re. your instructions:

Make a note of the computer’s IPv4 address (this will give you the base IP series), the IPv4 Subnet Mask (you need this information), and the IPv4 Default Gateway (this is the Router IP address on the LAN side).

• IPv4 address: 10.0.0.166
• Subnet: 255.255.255.0
• Default Gateway: 10.0.0.1

On printer, IP Settings Manual showed this: 010.000.000.225. So I thought I should pick a higher number than 225 and tried to enter “300” as the final number. When I entered that, it flashed up “005”.

At this point, I stopped since the numbers weren’t matching the ones I had (above) and I didn’t want to proceed without your clarification!

Should I enter the IP manual address as “010.000.000.005”, which “.300” reverted to or …???

Thanks for your further help. Sure glad you’re helping fix this as I haven’t been able to print for several days … the usual restart of PC and/or printer hasn’t worked recently.

Hopefully,

Linda

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PKCano wrote:

the 0-254 possibilities

You can’t use 300 (see above). Leave it at 225, just as well, As long as it’s static.

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IreneLinda

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Networks can only have 253 values – 1 to 254.
Your router usually occupies either 1 or 254, so you can use anything in between.

I would set the printer to automatic (DHCP) address assignment, then print a test page from the printer to see what IP it has obtained. As long as it’s in the 10.0.0.x range then you can set it manually to 10.0.0.225. Make sure you also set the DNS and gateway to the same as the auto setting – only the printer IP is changed.

cheers, Paul

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IreneLinda

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Not DHCP on the printer, Paul. Needs static.
HP s/w is stupid.
That’s what caused the problem to begin with.
The supplier changed the Router and the printer got a different address.
The computer couldn’t find it – still looking on old address.

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IreneLinda

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PKCano wrote:

Not DHCP on the printer, Paul. Needs static

My HP laser is DHCP and works fine. I don’t even use the HP software.

cheers, Paul

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Okay, some info … auto configuration IP address in print out is 10.0.0.225. The IPv4 address on the computer is 10.0.0.166.

Doesn’t this mean the printer already has its own IP address?

Also, I can’t change the manual IP setting to just “10”. It demands the “0” in front of it. When I type in “10” on the printer keypad, it shows up as “100”. Agh! I am a bit confused … but not despairing!

Linda

 

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P.S. Default Gateway is: 10.0.0.1. It doesn’t match either address, above.

Sorry to be somewhat dense on this! Too new to me.

Thank you, PK and Paul, for trying to help me sort out this printer issue!!

Linda

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Your printer should have IP 10.0.0.225 (010,000.000.225) – Its subnet mask should be 255.255.255.000
Leave the computers alone on DHCP (dynamic IP). You can’t have two devices with the same IP address on the network.
Now you need to have the computers find the printer, if it didn’t automatically.

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Hi again, PK,

Comments on your post:

Your printer should have IP 10.0.0.225 (010,000.000.225)
Yes, it does
– Its subnet mask should be 255.255.255.000
That was what I found in Properties on the computer. Will it be the same on the printer?
Leave the computers alone on DHCP (dynamic IP).
OK
You can’t have two devices with the same IP address on the network.
I understand.
Now you need to have the computers find the printer, if it didn’t automatically. It’s listed in Devices and Printers as the default but nothing prints. The doc gets listed in the “See What’s Printing” but it doesn’t print.

Any suggestions on what I should try next? I apologize for taking up so much of your time.

Linda

 

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Your printer should have IP 10.0.0.225 (010,000.000.225)
Yes, it does
– Its subnet mask should be 255.255.255.000
That was what I found in Properties on the computer. Will it be the same on the printer?
Leave the computers alone on DHCP (dynamic IP).
OK
You can’t have two devices with the same IP address on the network.
I understand.
Now you need to have the computers find the printer, if it didn’t automatically. It’s listed in Devices and Printers as the default but nothing prints. The doc gets listed in the “See What’s Printing” but it doesn’t print.

Any suggestions on what I should try next? I apologize for taking up so much of your time.

Linda

 

IreneLinda wrote:

Any suggestions on what I should try next?

PKCano wrote:

Or you can use the HP software and/or “add a printer” so that it searches the network and finds the printer on the new IP address.

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Not sure why my post is filled with HTML. I tried to put my notes in red. Can you make sense of the above? I’m happy to retype it without all the <span> stuff!

 

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More info: the IP addresses I gave you were from the Wireless Network Test Report (10.0.0.225).

The Network Configuration Page I just printed lists the IPv4 address as 169.254.195.36.

Have I submitted the wrong IP addresses?

Oh, dear … more confusion. Sorry!

Linda

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169.254.195.36 is not on your network. I have no idea what that is.
Your network is 10.0.0.xxx where xxx is 000-254.
If your printer is on your network, its IP address should fall in that range.
Is your printer on your network?

Where you need to see the printer IP address is on the printer itself.
On the printer menu as I described above in the instructions.
Does the Report show the printer with manual settings on IP 10.0.0.225 and subnet mask 255.255.255.0?

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Here is the first page from my Network Configuration Report from the Menu on the front console of my HP printer.
You should have something like this when you have it set.

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Context for 169.254.195.36

“169.254.x.x: This is what’s called an Automatic Private IP address. An IP in this range means that the computer cannot see the network”
link: https://kb.iu.edu/d/aoyj

I have had it happen too, but I am on a wired network and I set up a reserved static address on the router to connect to the printer.

I will see what other information you post, to see if I can add anything useful.

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I suggested the static IP on the printer instead of setting it up in the Router b/c the supplier can change the router out without paying attention to how things are set up. That’s what caused the problem in the first place.

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Thanks for the extra info.

Is your printer on your network?

Yes, it is since our network name shows up on the printer re. network info.

My printout once I checked all manual IP settings is as follows:

• IP Address: 10.0.0.225
• Subnet Mask: 255.255.255.0
• Default Gateway: 10.0.0.1
• Config Source: Manual
• Primary DNS Server: 75.75.75.75
• Secondary DNS Server: 75.75.76.76

On your attachment, I see your 2 IP addresses as you explained in your first instructions, one ending in 1 and the printer one in 200. And mine are 1 and 225,

So everything should be working, right? When I try to print, however, the doc appears in See What’s Printing but doesn’t print.

I’m obviously missing something. Think I’ll stop for now as my brain is not as alert as it needs to be for this. Will pick it up again in the morning, okay?

Thank you SO much for your patience on this, PK!!

Linda
‘and the printer one in “200”.

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See #2368526 above.
The “add a printer” is in Control Panel\Devices & Printers.
There should be an HP icon on your desktop for the HP software.

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BTW, does that report show your Network SSID where I have blacked out mine on the printer configuration page? If not, you need to do this:

PKCano wrote:

You will also need the network name and the password for the network (the one you enter when joining the network).

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Linda, you have to go back to DHCP so we can tell if the printer is actually connecting to your network. Then print the network config and post it here.
When we know this we can suggest a configuration for you.

If you get 169.254.195.36 again it means your printer is not connected to your network and we need to start from scratch connecting it.

cheers, Paul

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PK, yes, the Network SSID is there and I have noted the password.

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Also, PK, the printer is currently listed in Devices and Printers. I left it there and used Add a Printer, as you suggested. I followed the prompts but was unable to print a test page after 3 attempts. Should I be deleting the existing printer before adding it again?

Paul: happy to try that but not quite sure how to go back to DHCP. Do I use automatic IP Settings on the printer?

Thanks a very big bunch for all your help … not to mention patience!

Linda

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OK, you used “add a printer” in Devices & printers on the computer.
A wireless printer on your network
The printer showed up in the list with the correct SSID and IP address and you chose that one.
Then you made it the DEFAULT printer.
And then you tried to print a test page from the printer you added on the General tab under Printer Properties for that printer in Devices & Printers on the computer?

Try one more thing, b/c it sounds like you have things set up right.
Try shutting down the printer then unplug it. Shut down the computer. Then turn the printer and computer back on. If all the settings still look right, try printing the test page from the computer Devices & Printers, right click on the printer you added (be sure you get the right one), choose Printer Properties\General tab.

If that doesn’t work, I will give up and turn you over to Paul and you can change back to DHCP.

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Hi again, PK,

Progress report:

OK, you used “add a printer” in Devices & printers on the computer. YES
A wireless printer on your network YES
The printer showed up in the list with the correct SSID and IP address and you chose that one. YES
Then you made it the DEFAULT printer. YES
And then you tried to print a test page from the printer you added on the General tab under Printer Properties for that printer in Devices & Printers on the computer? YES

The only things that seem odd: the printer properties added “:3910/” to the IP address 10.0.0.225; the config page says admin password not set. Password for the printer was entered via the printer setup screen so is that message valid?

For now, I’m going to try your off and on suggestions and see what happens.

With fingers crossed,

Linda

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Hi guys,

Update: IP settings on PC  were set to auto in Network and Sharing Center. Set them to auto in printer but can’t scan the config page as the printer says it’s not connected to the computer! I was previously able to scan even when it was not printing. When I tried just now to scan from printer keyboard I get “select computer” which gives me “no scan options”. When I tried to scan using HP Solution Center I get a message saying my device installation is not complete.

Info on config page:

• IP address: 10.0.0.225 so this means it IS connected, correct?
• Subnet Mask: 255.255.255.0
• Default Gateway: 10.0.0.1
• Config source: DHCP
• Primary DNS Server: 75.75.75.75
• Secondary DNS Server: 75.75.76.76
• Network Name (SSID): this is correct
• Admin password: says Not Set (but it is; however, went back and entered it again and printer said I was connected.)

Not sure where to go from here.

Linda

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Go back and undo these settings you just made and try #2368661.
We both can’t be changing things and come up with consistent results.

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OK. Sorry, PK, I missed the post you linked me to this morning. Will go back and follow it and post results.

Thanks,

Linda

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It looks like the Printer is on the network correctly (IP address, SSID, password.
If the “add a printer” found the printer, the port should be set up right (if you are using the correct newly added printer icon in Devices & Printers)
Be sure your printer queue is not paused/stopped.
It should work.

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PK, before I turn all off and on again (#2368738) when I added the printer, no new one appeared in Devices and Printers. The same one that was there was still there in the same location. However, it seems to be the correct one according to Properties.

Should the original icon/printer be deleted from Devices and Printers before I add a printer?

P.S. Yes, I cleared the print queue before each attempt.

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Usually it adds another icon (with a “2” or other number depending how many times you tried).
But it there is only one, look in the Properties on the Port tab and see it it has the right IP address. The one checked should be a TCP/IP port with the correct IP address. Click “Configure” but be careful as you don’t want to change anything, just look.

If that is correct, do the off/on.
If it is not correct, that is where the problem is.

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Okay, found the port configuration and the IP address is 169.254.195.36.

So have we (i.e., you) found the problem? Should I put in the 10.0.0.225 address or …??

Linda

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Try changing the address to 10.0.0.225
That appears to be the cause of the problem.
Once you do that, do the off, on thing and it should work.

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IreneLinda

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Not the response we were attracting, PK: no luck after off and on for both printer and computer.

When I tried to print, the info that came up was this:

Don’t understand why the new IP not showing here.

Linda

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It didn’t work because it is still looking at the wrong IP address.
Lets try again.
Devices & Printers
“Add a printer”
Choose “the printer I want isn’t listed. choose Next
Add a printer using a TCPIP address – Next
Device type – autodetect, IP address 10.0.0.225 – Next
If it asks, use the current driver, otherwise Next, next till it asks you to print a test page.

I just completely reset mine, and that worked.

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YAY!!

PK, that was it. The “new” printer is now added in the list on Devices and Printers. The test page printed perfectly and so did a Word document as a second test.

I can’t thank you enough for seeing me through this, despite how long it has taken. It’s one of those tech things that a little thing like not getting the correct, newly IP’ed printer into the Devices and Printers list and using the original one caused the problem (well, I mean after you fixed all the other IP related ones).

I’ll also post below to let all the other wonderful Loungers that tried to help know we’re there.

Thanks again with huge appreciation. I’d buy you a drink if you were here but for now I’m toasting you with my coffee!

Linda

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PKCano wrote:

169.254.195.36 is not on your network. I have no idea what that is.

That is a link-local address, what IP address Windows assigns when no static IP is set or DHCP does not yield an address.

Just because you don't know where you are going doesn't mean any road will get you there.

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IreneLinda

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I think this and the post 2368569 from Paul are the way to go.

IP 169.254 means the printer is not connected to your wireless network.

Here is my summary
1) connect the printer to the wireless network
2) add or edit the IP address on the PC’s Printer Configuration – as PK is describing

After step 1, you can print off the IP address from the printer. This address is configured on the PC so it knows where the printer is (IP printer address).

After step 1, the printer will likely get an 10.x.x.x address (it will not be an 169.254 address).

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See #2368771 above

When she added a printer earlier, she just chose the one that was already there, so it didn’t really search for the printer and change anything. Adding a printer would have fixed it before if it had been “added.” See #2368744.

I think it’s the s/w setup on the computer that’s at fault.
Done correctly, the “add a printer” in Devices & Printers” will correct that.

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My opinion is, if she sees the 169.254 IP address on the printer, it is not connecting to the wireless network.

Because it is a changed router, she may need to go into the router administration configuration and it could be the cause of the printer non-connection.

To me, #2368744 is part of step 2.

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Have I ever said I hate wireless printers? It works just enough that you get lulled into thinking it will work flawlessly.  And then reality sets in.

I typically give up and either usb connect it to a computer and share it out from there or make sure it has a proper network jack and connect it via rj45 cable to the router so that it’s always on and always gets an IP address.

Susan Bradley Patch Lady/Prudent patcher

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Susan, what a treat to have “the boss” chiming in to this embarrassingly long thread. Although PK got it fixed, I’m seriously thinking of buying a cable … just in case! Thanks for the suggestion.

Linda

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See #2368860.

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I think that KP (two posts above at the moment) is correct.
So, at the risk of tossing sand into the muddy waters …

What is the make and model of your router? We then can look up the Owner/User Manual.
Perhaps we can get a clue from data on the configuration pages of the router, which is the ‘network host’, the owner of the network. And then work outward from there.

IreneLinda wrote:

the config page says admin password not set.

(Also referred to in the post that follows this quoted one.)
To me, an ‘admin password’ means the password used when logging in to the Router; this is analogous to the password when one logs in to Windows as a user. The password for a network (‘SSID’) is a different entity (although one may in fact use the same character string – which is not a good idea).

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IreneLinda

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IreneLinda wrote:

Info on config page: IP address: 10.0.0.225 so this means it IS connected, correct? Subnet Mask: 255.255.255.0 Default Gateway: 10.0.0.1 Config source: DHCP Primary DNS Server: 75.75.75.75 Secondary DNS Server: 75.75.76.76 Network Name (SSID): this is correct Admin password: says Not Set (but it is; however, went back and entered it again and printer said I was connected.)

See #2368660.

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IreneLinda

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See #2368860.

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Irene,

Go back to basics.
Ignore the PC for now.
On the printer, clear the wifi connection.
Reconnect the printer to the wifi and use automatic IP (DHCP).
Now print the network info and post the IP details here.

cheers, Paul

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For our info, can you logon to the router to access the DHCP server details?
Don’t do this, just need to know for later.

cheers, Paul

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Guys, PLEASE allow her to try one more thing before you take over.
To add the printer correctly as described in #2368771.
It wasn’t done correctly – she just clicked on the existing icon which has the incorrect setup.
The printer says it’s connected – See #2368830.

Otherwise, I am out of this discussion.

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It can’t be connected if it’s reporting a 169 address – we are getting conflicting responses.
Hopefully Irene will give us a definitive answer.

cheers, Paul

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It CAN be corrected if the problem is on the computer, not on the printer.
The printer itself is reporting that it is connected.
It won’t take but 5 minutes to try #2368771.

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IreneLinda

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QED #2368854.
I’ve been wrestling with HP printers for years and their stupid printer configuration in Devices & Printers that doesn’t recognize changes made in IP addresses. It doesn’t change the Port in the computer setup when there is a network/IP  change. DHCP has always caused problems in that respect (in my experience).

You can set static IP  in the router, but when the supplier can change that at will, it’s better to set the static IP on the printer itself (which is not affected). Using “add a printer” in Devices & Printers changes the port in the computer configuration and CAN fix the connection when the problem is there, as was this case.

I may be hardheaded, but I’m NOT stupid.

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IreneLinda

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Re. your final comment, I would amend “hardheaded” to “persistent” and “patient”. Oh for more Loungers as “hardheaded” as you, PK.

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Hi guys and Susan,

I’m working on PK’s suggestions and following his linked post/s. Back with a report once I have.

Thanks everyone for trying to help!!

Linda

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Hi Everyone who tried to help,

It’s fixed! Hurray and double hurray and wow, too.

Please see #2368854, my reply to PK. I’m embarrassed to have taken up so much of everyone’s time, but super grateful for all of you and your continual willingness to help in this Lounge.

I believe the  printer will now work even when Comcast decides to replace our router again, which is what caused the problem in the first place.

Thank you all. I’m off to print the backlog now!

Linda

P.S. I didn’t do anything re. router as requested. Would you still like this info now all is well?

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One to PKCano.

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IreneLinda

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