Printer constantly going offline

mel.b · 09-05-2016 12:44AM #1

I'm hoping someone can help me sort out this problem. We have just purchased a new printer and it is constantly going offline, despite the printer being powered on and connected to the wifi network, it appears the printer and computer aren't talking to each other properly as when the printer trouble shooter is ran on the laptop, it says the printer is turned off (when it isn't).

As background, we have an old desktop, running Windows 7 and a new laptop running Windows 10. I don't believe there is any homesharing set on them. The laptop is a HP laptop and the printer is a HP 6820

The router has the main network and a guest network. The printer is connected to the guest network currently. We have tried setting it to both the main and guest network but still have the same problem of it going offline when the printer is idle. The guest network was setup as my parents frequently have backpackers who live with them so it was set up for them to use (and for dad to cut off when they exceed the monthly download limit:pac:)

When I ran the diagnositic print test page it says it is set up properly and I get the following:

Wireless on - PASS
Wireless working - PASS
Signal quality = very good

Connected - Pass
Disconnet count total - 1
Dissconnect count (last hour) - 0
Disconnect count (last 24hrs) - 0

Network name (SSID) found - PASS
Other networks detected matching your network name - No
Wireless networks detected - 7

Printer settings consistent with wireless router settings - PASS
No Filtering - PASS
Channel - 11
Security - PASS

Network name: diane
hardware address: dc:4a:3e:9d:4a:ad
IP address: 192.168.0.5
Configuration source: DCHP
Comm Mode: Infrastructure
Authentication type: WPS=PSK
Encryption: automatic (AES or TKIP)
Internet : Connected.

When I was installing the printer, it connected to the network, but it took a long time to get the laptop to recognise it. I eventually had to install the HP troubleshooter and unplugging the router & printer finally made it work, however I shouldn't have to do that every time I want to print. I know it's something to do with the network - how can I get them talking to each other properly so the printer isn't going offline constantly?

Any help would be greatly appreciated as I'm tearing my hair out now as I've been at this for days.

Atlantic Dawn · 09-05-2016 12:50AM

Frist thing I would do is instal the latest driver for the printer.

mel.b · 09-05-2016 12:51AM

Atlantic Dawn wrote: »

Frist thing I would do is instal the latest driver for the printer.

Thanks, I have done that already.

gctest50 · 09-05-2016 01:41AM

mel.b wrote: »

...........

Network name: diane
hardware address: dc:4a:3e:9d:4a:ad
IP address: 192.168.0.5

Configuration source: DHCP

Comm Mode: Infrastructure
Authentication type: WPS=PSK
Encryption: automatic (AES or TKIP)
Internet : Connected.

To start with, change the two highlighted bits through the printer control

Set the "Configuration source: DHCP" to static

and pick an IP address outside the range of IP s the router hands out automatically

( normally the router would hand out something like 192.168.0.1 all the way up to 192.168.0.100 automatically )

What kind of router have you ?

mel.b · 09-05-2016 03:45AM

gctest50 wrote: »

To start with, change the two highlighted bits through the printer control

Set the "Configuration source: DHCP" to static

and pick an IP address outside the range of IP s the router hands out automatically

( normally the router would hand out something like 192.168.0.1 all the way up to 192.168.0.100 automatically )

What kind of router have you ?

Thanks so much. I think it's a NETGEAR48.

I wasn't able to log into the printer configuration using the IP I had listed above, so I had to unplug the router & printer, which then generated a new IP. With that IP I was able to log into the printer configuration.

I can't find anywhere in there to change the DHCP to static

I was then following these instructions http://support.hp.com/us-en/document/c04249080 to set up a manual connection. After entering the IP etc, and clicking apply, the laptop said it couldn't connect to the printer. However I tried to print a document and it printed and the manual IP details I entered where there. I turned the laptop & printer off, left them and turned them back on and was able to print, so I thought it might have been fixed. However approx. 10min later I tried to print another doc and it wouldn't print, back to offline and I couldn't log into the printer settings again. So once again, unplugging the router etc, printer saying connected, laptop couldn't find it, I removed the device altogether from the laptop and started again. I had to restart the laptop to get the printer to show up so I could connect/install it again. Finally got it connected, using that same manual ip I had entered.

So I'm not sure if I should leave it on these manual IP settings as it's still not working properly. If I can find where to change the DHCP to static that would help I think.

gctest50 · 09-05-2016 03:56AM

.

After you set an IP address by hand, you need to add it as a second printer device :

Step 7: Add a second printer device to Windows (network connections only)

Search Windows for devices, and then select Devices and Printers in the list of results.

Right-click the name of your printer, and then select Printer Properties.

The Properties window opens.

Click the Ports tab, and then click Add Port.

Click New Port Type.

Type the printer’s IP Address that you wrote down earlier, and then click Next.

Select the new port from the list, and then click OK.

You might see a second printer device display in the list of devices. Do not uninstall either printer device. Leave both printer devices.

mel.b wrote: »

..... Finally got it connected, using that same manual ip I had entered......

It has probably remembered the address like its supposed to do, if you print the status page again you might see "static" or " manually assigned " instead of "dhcp"

You could try connecting the printer to the router with a cable ( if you have one ) to eliminate wireless issues

mel.b · 09-05-2016 04:29AM

gctest50 wrote: »

After you set an IP address by hand, you need to add it as a second printer device :

It has probably remembered the address like its supposed to do, if you print the status page again you might see "static" or " manually assigned " instead of "dhcp"

You could try connecting the printer to the router with a cable ( if you have one ) to eliminate wireless issues

I tried adding it just then as a second device and I can't see where/how to enter the IP...
https://www.dropbox.com/s/368k5uwikhgz4rd/Untitled%201.odt?dl=0

The router is in a different room to the printer so that wouldn't work, however we do have the USB cable for the printer, so if need be we'll connect it up that way. I'd prefer to get it working wirelessly though, one because it will be easier and two, I don't want to let this problem beat me!

gctest50 · 09-05-2016 04:38AM

you need to add it as a "Standard Tcp/Ip" port, highlight it under "Available Port Types"

Kill off the " Installing Port Monitor" window first

mel.b wrote: »

............and two, I don't want to let this problem beat me!

.

mel.b · 09-05-2016 04:44AM

Yes, I needed to select tcp/ip but then 'new port', not 'add new port. However I now get this error message

https://www.dropbox.com/s/0884tw7ho474cw0/Untitled%202.odt?dl=0

I hope you can read it ok

theteal · 09-05-2016 04:53AM

Can you ping the printers IP address?

gctest50 · 09-05-2016 04:53AM

Power the printer off/on again and see if it picks it up

you'll have to click " < Back" on the Add Standard TCP/IP Port Wizard thingy

mel.b · 09-05-2016 04:54AM

theteal wrote: »

Can you ping the printers IP address?

how do I do that?

mel.b · 09-05-2016 05:00AM

gctest50 wrote: »

Power the printer off/on again and see if it picks it up

you'll have to click " < Back" on the Add Standard TCP/IP Port Wizard thingy

No luck after turning the printer off and on again

theteal · 09-05-2016 05:01AM

mel.b wrote: »

how do I do that?

Hit Windows key + R, type "cmd" - you should then see small black window
In there, type "ping 192.168.?.?" - question marks should be the rest of th eIP address you have (assuming your DHCP server is giving out 192.168. addresses).

If successful, you should see some replies. This is the first thing we need to ensure is working

Examples of failed and successful pings here

mel.b · 09-05-2016 05:03AM

theteal wrote: »

Hit Windows key + R, type "cmd" - you should then see small black window
In there, type "ping 192.168.?.?" - question marks should be the rest of th eIP address you have (assuming your DHCP server is giving out 192.168. addresses).

If successful, you should see some replies. This is the first thing we need to ensure is working

No, doesn't seem to be working, saying 'request timed out'

theteal · 09-05-2016 05:08AM

mel.b wrote: »

No, doesn't seem to be working, saying 'request timed out'

OK, we need to establish the IP address of the printer. Do you have an android phone by any chance? If so, download as app called Fing. You can run it to scan your network and it will tell you all the IP addresses of the devices attached to it - actually a quick google tells me there is an apple version too.

mel.b · 09-05-2016 05:12AM

theteal wrote: »

OK, we need to establish the IP address of the printer. Do you have an android phone by any chance? If so, download as app called Fing. You can run it to scan your network and it will tell you all the IP addresses of the devices attached to it - actually a quick google tells me there is an apple version too.

It's still showing as 192.168.0.4 -it's the one with HP next to it.

https://www.dropbox.com/s/gpussy5bmlg036n/Photo%2009-05-2016%2C%2015%2010%2028.png?dl=0

theteal · 09-05-2016 05:14AM

can you show us a screenshot of your ping results to that address, please?

The joys of wireless printing!

mel.b · 09-05-2016 05:20AM

theteal wrote: »

can you show us a screenshot of your ping results to that address, please?

The joys of wireless printing!

https://www.dropbox.com/s/w0fm7ond6hfh0g7/Photo%2009-05-2016%2C%2015%2018%2014.jpg?dl=0

It's a nightmare - it shouldn't be so difficult :mad:

theteal · 09-05-2016 05:26AM

mel.b wrote: »

https://www.dropbox.com/s/w0fm7ond6hfh0g7/Photo%2009-05-2016%2C%2015%2018%2014.jpg?dl=0

It's a nightmare - it shouldn't be so difficult :mad:

TBH none of the IT depts I've ever worked for would support wireless printing because it can be a bit uncooperative when it feels like it.

For testing purposes, is it possible to temporarily move the printer and cable it to your router? You'll likely get a second IP address. See if you can get a successful ping while connected.

mel.b · 09-05-2016 05:31AM

Ok, I've moved the printer and connected it to the router. Will I need to set that up as a new connection or will it be ok?

theteal · 09-05-2016 05:33AM

mel.b wrote: »

Ok, I've moved the printer and connected it to the router. Will I need to set that up as a new connection or will it be ok?

No should be fine. Check Fing again and ping the IP address (there should be a new IP for your cabled connection)

EDIT, actually try to ping the original wireless IP also now that you're closer to the router.

mel.b · 09-05-2016 05:41AM

Fing result
https://www.dropbox.com/s/4xz6y1lwwygsg5t/Photo%2009-05-2016%2C%2015%2037%2047.png?dl=0

Ping result
https://www.dropbox.com/s/t283hdn6499w8cs/Photo%2009-05-2016%2C%2015%2039%2031.jpg?dl=0

theteal · 09-05-2016 06:00AM

mel.b wrote: »

Fing result
https://www.dropbox.com/s/4xz6y1lwwygsg5t/Photo%2009-05-2016%2C%2015%2037%2047.png?dl=0

Ping result
https://www.dropbox.com/s/t283hdn6499w8cs/Photo%2009-05-2016%2C%2015%2039%2031.jpg?dl=0

Awesome results!

I can't think of a reason why a home printer would have ICMP turned off - nor have I seen one set as such before. While it's cabled, can you run through the setup that you originally did (I'm guessing with a HP CD of some sort)?

Are you able to ping your gateway? In command prompt where you've been running the ping commands, type "ipconfig". A few lines down you should see a Default Gateway address. Try to ping that

EDIT - also I'll apologise in advance as I'm up for work now so replies will be a lot more sporadic

mel.b · 09-05-2016 06:04AM

theteal wrote: »

Awesome results!

I can't think of a reason why a home printer would have ICMP turned off - nor have I seen one set as such before. While it's cabled, can you run through the setup that you originally did (I'm guessing with a HP CD of some sort)?

Are you able to ping your gateway? In command prompt where you've been running the ping commands, type "ipconfig". A few lines down you should see a Default Gateway address. Try to ping that

EDIT - also I'll apologise in advance as I'm up for work now so replies will be a lot more sporadic

What's the ICMP? I'll try running a set up with it connected to the router.

Just tried to ping the default gateway. Getting exactly the same results as the others - request timed out x 4

No prob re: sporadic replies, I really appreciate the help whenever I can get it

Ok, just had a pop up message - couldn't get the exact wording but something to the effect that Windows Connect and the WiFi are on different channels - will that have any impact on things not working properly?

gctest50 · 09-05-2016 06:11AM

mel.b wrote: »

What's the ICMP? ....

Ping uses ICMP to suss out problems etc between things

ICMP = Internet Control Message Protocol

https://support.microsoft.com/en-us/kb/170292

Internet Control Message Protocol (ICMP) is an error reporting and diagnostic utility and is considered a required part of any IP implementation.

gctest50 · 09-05-2016 06:14AM

mel.b wrote: »

.........

Just tried to ping the default gateway. Getting exactly the same results as the others - request timed out x 4

That's odd, anti-virus or something blocking it ?

mel.b · 09-05-2016 06:17AM

I'll try turning off the firewall and see if that makes a difference.

theteal · 09-05-2016 06:20AM

gctest50 wrote: »

That's odd, anti-virus or something blocking it ?

Very odd. OP, restart your router and try the ping again. If that fails, restart the computer and test again.

Is it a laptop? Are you definitely connected to the same network?

mel.b · 09-05-2016 06:25AM

theteal wrote: »

Very odd. OP, restart your router and try the ping again. If that fails, restart the computer and test again.

Is it a laptop? Are you definitely connected to the same network?

I'll try restarting the router again.

Yes it's a laptop. I'm pretty certain it's connected to the same network (the 'diane' network)

https://www.dropbox.com/s/f7u4akv6h8vfqxh/Photo%2009-05-2016%2C%2016%2022%2041.jpg?dl=0

mel.b · 09-05-2016 06:33AM

theteal wrote: »

Very odd. OP, restart your router and try the ping again. If that fails, restart the computer and test again.

Is it a laptop? Are you definitely connected to the same network?

No luck with either ping, both after restarting the router and after restarting the computer. Still saying request timed out.

gctest50 · 09-05-2016 06:40AM

Try from the other computer and see maybe ?

If " diane " is the guest network and you are connected to that , it may not allow you to ping anything

( or allow you to access anything plugged into the router directly )

.

mel.b · 09-05-2016 07:19AM

Was able to ping from the desktop PC. results below:

https://www.dropbox.com/s/22vu2jylooq5z3y/Photo%2009-05-2016%2C%2016%2057%2053.jpg?dl=0

I then tried the two ips for the printer from the desktop but got no reply.

I also posted on the hp support forum. Got a reply not to use the guest network?

gctest50 · 09-05-2016 07:42AM

mel.b wrote: »

.............Got a reply not to use the guest network?

Yip, the idea is your guests can't go nosing around yoru home network

mel.b · 09-05-2016 07:53AM

gctest50 wrote: »

Yip, the idea is your guests can't go nosing around yoru home network

Would it affect the printer being connected & working though, having it connected to the guest network?

gctest50 · 09-05-2016 07:54AM

mel.b wrote: »

Would it affect the printer being connected & working though, having it connected to the guest network?

It may stop it from being " discovered " by other computers

( randomly of course ! )

mel.b · 09-05-2016 07:56AM

Ok, i'll try to put it on the main network and the hard reset (although i've dine a hard reset several times, normally om conjunction with resetting the router)

mel.b · 09-05-2016 08:12AM

Ok, I've connected the printer to the main network and have a completely new ip 169.254.74.173. I was able to get this well I pinged it from the laptop (timed out when pinged from the desktop)

https://www.dropbox.com/s/q98xtg8ioa8qlob/Photo%2009-05-2016%2C%2018%2005%2032.jpg?dl=0.

Tried the hard reset and it's still saying offline. I also can't get onto the printer configuration webpage using 169.254.74.173 but I'm pretty certain I will be able to if I reset the router and possibly restart the laptop as well. although it may only stay connected for a short period of time.

gctest50 · 09-05-2016 08:17AM

mel.b wrote: »

Ok, I've connected the printer to the main network and have a completely new ip 169.254.74.173. ......

169.254. anything is a " link local " IP address

( what it uses if it hasn't got an "proper" IP address and it doesn't receive any offers from a DHCP server ( your router )

mel.b · 09-05-2016 08:20AM

Why wouldn't it receive any offers? Is it because I entered those manual IP settings hours ago?

I think I will try restarting the router and laptop again and see if gets a proper IP address this time.

gctest50 · 09-05-2016 08:37AM

mel.b wrote: »

Why wouldn't it receive any offers? Is it because I entered those manual IP settings hours ago?....

If it remembered the IP address you set, it would show up at 192.168.0.4

It might just be wonky if it doesn't remember settings & need to be brought back to the shop

Lots of printers seem to be designed by squirells or something - they're only fit for the bin

,

mel.b · 09-05-2016 08:39AM

gctest50 wrote: »

If it remembered the IP address you set, it would show up at 192.168.0.4

It might just be wonky if it doesn't remember settings & need to be brought back to the shop

I don't think it is wonky as we were having this problem with an Epsom printer and I thought it was something to do with that printer as with my googling a lot of people were reporting the same problem (and no solutions that I could see). Se we got a new printer but obviously it is something in our setup that is the problem.

mel.b · 09-05-2016 08:59AM

Wooh hoo...I think I'm starting to get somewhere. I restarted the router, printer and laptop and got a proper IP 192.168.0.2. I then changed the network that the laptop is connected to, so it was also connected to the netgear network and I was finally able to ping the printer

https://www.dropbox.com/s/atjy4qzx3aqizj2/Photo%2009-05-2016%2C%2018%2053%2040.jpg?dl=0

It also printed for me...hooray

Is there anyway I can test it now to see if it will stay printing, or will I just have to wait and see?

gctest50 · 09-05-2016 09:15AM

The static IP thing might help :

Your router hands out IP addresses 192.168.0.2 all the way up to 192.168.0.200 ( or similar)

The IP addresses can go all the way up to 192.168.0.254 ( netmask 255.255.255.0 )

You'd need to give the printer an address somewhere between 200 and 254 ( outside the range of ones it hands out automatically)

scamalert · 09-05-2016 10:49AM

gctest50 wrote: »

The static IP thing might help :

Your router hands out IP addresses 192.168.0.2 all the way up to 192.168.0.200 ( or similar)

The IP addresses can go all the way up to 192.168.0.254 ( netmask 255.255.255.0 )

You'd need to give the printer an address somewhere between 200 and 254 ( outside the range of ones it hands out automatically)

id imagine OPs router isnt CLI based,log into your router and look where it would say reserve ip or something in that sense,thus to exclude ip from being handed out once it times out from dhcp pool,at least thats what i can see on my router and good advise on using last aviable hosts as address,and double check to see if its visible in your home or private network afterwards.

mel.b · 09-05-2016 11:41PM

Many many thanks to everyone on this thread for helping me with the printer. It appears to be working fine and i was even able to unplug the printer and move it back to its proper location and it still connected and printed with no problem after that...phew!

Esel · 09-05-2016 11:46PM

Well done all.

gctest50 · 09-05-2016 11:48PM

mel.b wrote: »

.......... I don't want to let this problem beat me!

Printer constantly going offline

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