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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP Printers - Printer Does Not Maintain Wireless Connection

This document is for HP printers set up on a wireless network.
You have successfully connected your printer to a wireless network, but the connection drops. When the printer loses its connection, the printer goes offline and you cannot print or scan.
If you have not yet set up your printer on a wireless network, go to HP Customer Support, type your printer model in the search field, and then search for the 'wireless setup' document.
Step 1: Restart the computer, printer, and router
Restart the computer, printer, and router to resolve any connectivity error states.
  note:
The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before continuing.
  1. Turn off the router by pressing the power button or disconnecting the power cord.
  2. Turn off the printer, and then unplug any USB or Ethernet cables.
      note:
    When an Ethernet cable is connected to the printer, the printer cannot connect wirelessly.
  3. Close all running programs on your computer, and then shut down the computer.
  4. Reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
  5. Turn on the printer.
  6. Turn on the computer.
If the wireless connection continues to drop, continue to the next step.
HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.
  1. On the Print and Scan Doctor Welcome screen, wait for the tool to locate your printer.
  2. Click Start on the Welcome screen.
  3. If your printer is not listed, make sure the printer is turned on and connected, click My product is not listed, and then click Retry.
  4. Select your printer, and then click Next.
    Select your printer
  5. If a connection problem is detected, click the method being used to connect the printer, follow the instructions on the screen, and then click Retry.
  6. Click Fix Printing.
  7. Evaluate the test results.
    • If you see white checkmarks, the printer passed the tests. Click Test Print or click Skip.
    • If you see a white wrench, Print and Scan Doctor found an issue and repaired it. Click Test Print or click Skip.
    • If you see yellow exclamation points, the test failed and required user action, but the step was skipped. Click Test Print or click Skip.
    • If you see a red X, follow the on-screen instructions to resolve the issue.
If the wireless connection continues to drop, continue to the next step.
Step 3: Check the status of the wireless connection
Check the status of the light next to the Wireless icon on the printer control panel, and then choose a section below.
Example of a wireless light on the printer control panel
Step 4: Evaluate a Wireless Network Test Results page
Evaluate a Wireless Test Network Test Results page to identify any wireless network problems.
  1. Print a Wireless Network Test Results page.
    • Printers with LCD and text-based control panels: Print the page from the Wireless, Network Settings or Setup menu.
    • Printers with basic control panels (buttons only): Print the report using the button combinations on the printer control panel. For some printers, press the Wireless and Information buttons simultaneously, or press the Wireless and Start Copy Black buttons at the same time.
    For detailed instructions to print a Wireless Network Test Results page, go to HP Customer Support, type your printer model, and then search for the document to 'print a self-test page.'
  2. Evaluate the Wireless Network Test Results page for any problems.
    • If the page does not report a problem, continue troubleshooting.
    • If the page does report a problem, follow the steps listed on the page to resolve the issue. If the wireless connection continues to drop, continue troubleshooting.
    Example of Wireless Network Test Results page with a problem
  3. On the Wireless Network Test Results page, locate the Network Name (SSID) under the Current Configuration section, and then compare it to the name of your wireless network.
    • If the network name matches, skip to the next step.
    • If the network name does not match, your printer is on the wrong network. Continue troubleshooting.
    Example of a Network Name (SSID)
  4. Reconnect the printer to your wireless network.
    • Printers with LCD and text-based control panels: Select the Setup, Network, or Wireless menu, select Wireless Setup Wizard, and then follow the on-screen instructions to connect the printer to your network.
    • Printers with basic control panels (buttons only): While the printer wireless light is blinking, press the WPS button on your router, and then wait while the printer reconnects to the network.
  5. Print a new Wireless Test Results page to make sure the network name matches the name of your network.
    • If the network name matches, you are connected to your network. If the wireless connection continues to drop, continue troubleshooting.
    • If the network name does not match, repeat the steps to reconnect the printer to your network, and then print a new Wireless Test Results page to re-evaluate the network name.
  6. On the Wireless Network Test Results page, locate the Diagnostic Results section.
    Example of the Diagnostic Results section
  7. Check the Wireless On test results.
    • Status is Wireless On = PASS: Continue troubleshooting.
    • Status is Wireless On = FAIL: The wireless feature is off. Turn the wireless feature on, and then reconnect the printer to the wireless network. When the wireless light is solid, print a new Wireless Network Test Results page. Make sure the report shows the status as Wireless On = PASS. If the wireless connection continues to drop, continue troubleshooting.
  8. Check the Connected test results.
    • Status is Connected = PASS: Continue troubleshooting.
    • Status is Connected = FAIL: Reconnect your printer to the wireless network, and then print a new Wireless Network Test Results page. Make sure the report shows the status as Connected = PASS. If the wireless connection continues to drop, continue troubleshooting.
    • Status is Connected = Not Run: There is a problem with your wireless connection. Follow the Solution steps listed on the page to resolve the issue, and then print a new Wireless Network Test Results page. Re-evaluate the Connection test results.
  9. Check the Signal Quality test results, if listed.
    • Status is Signal Quality = Good or Excellent: Continue troubleshooting.
    • Status is Signal Quality = Poor: Move the printer and router closer together, and then print a new Wireless Test Results page. Make sure the signal quality status is good or excellent. If the wireless connection continues to drop, skip to the next step.
    • Status is Signal Quality = Not Run: There is a problem with your wireless connection. Follow the Solution steps listed on the page to resolve the issue, and then print a new Wireless Network Test Results page. Re-evaluate the Signal Quality test results.
If the wireless connection continues to drop, continue to the next step.
Step 5: Minimize wireless channel interference
If several other networks use the same channel or adjacent channels to your network, there might be interference between the networks. For example, wireless channels are similar to radio stations. If two radio stations are too close together, one station interferes with the other, and you hear one station better than the other. For home wireless networks, the only channels that do not overlap (or interfere with each other) are 1, 6, and 11. Channels 2, 3, 4, and 5 all overlap at least a little with channels 1 and 6, but channels 1, 6, and 11 do not interfere with each other.
Example of wireless network channel overlap
Read these steps to check which channel your network is using and change it in the router web-based setup page, if necessary.
  1. Print a Network Configuration Page.
    • Printers with LCD and text-based control panels: Print the page from the Wireless, Network Settings, or Setup menu.
    • Printers with basic control panels (buttons only): Print the report using button combinations on the printer control panel. For some printers, press the Wireless and Information buttons simultaneously, or press the Wireless and Start Copy Black buttons at the same time.
    For detailed instructions to print a Network Configuration Page, go to HP Customer Support, type your printer model, and then search for the document to 'print a self-test page.'
  2. Review the Number of 802.11 networks discovered list on the last page, and then locate the channel for your wireless network.
    • If your network is not on a channel used by several other networks, skip to the next step.
    • If your network is on a channel used by several other networks, continue troubleshooting.
    Locating the channel for your wireless network
  3. Open an Internet browser, type the router IP address in the browser address bar, and then push Enter.
      note:
    These IP addresses, names, and passwords are provided for informational purposes only and might not work with your router model.
    Router brand
    IP address
    User name
    Password
    3Com
    http://192.168.1.1
    admin
    no password required, or admin
    Belkin
    http://192.168.2.1
    no user name required, or admin
    no password required
    D-Link
    http://192.168.0.1
    admin, or user
    no password required, or admin
    Linksys
    http://192.168.1.1
    admin, no user name required, or Comcast
    admin, no password required, or 1234
    Netgear
    http://192.168.0.1
    admin
    password, 1234, or setup
  4. Sign in to your router web-based setup page, if necessary.
  5. Change your network channel to one not being used by others, and then save your changes. For example, if Channel 1 is used for several other networks, including your main Wi-Fi network, change your Wi-Fi network channel to 6 or 11.
      note:
    Using channels that do not overlap, such as channels 1, 6, and 11, might decrease wireless interference.
If the wireless connection continues to drop, continue to the next step.
Step 6: Change the wireless network name
Changing your wireless network name might resolve the issue. Multiple routers with the same network name (SSID) might cause the printer to connect to the wrong wireless network or drop the wireless connection.
  note:
After changing the network name, you must reconnect all wireless devices that were connected to the network with the previous name.
  1. On your router web-based setup page, locate the menu that allows you to change your wireless network name.
  2. Change the name to something more unique, such as Jane's home network, and then save your changes.
  3. Reconnect your printer to the wireless network.
    • Printers with LCD and text-based control panels: Select the Setup, Network, or Wireless menu, select Wireless Setup Wizard, and then follow the on-screen instructions to connect the printer to your network.
    • Printers with basic control panels (buttons only): While the printer wireless light is blinking, press the WPS button on your router, and then wait while the printer reconnects to the network.
If the wireless connection continues to drop, continue to the next step.
Step 7: Turn off additional routers
Check for and turn off any routers in your wireless environment that are not being used. Multiple routers might cause network interference and performance issues. If the wireless connection continues to drop, continue to the next step.
Step 8: Move the router and printer closer together
If your printer is too far away from the router, or if there are objects between the printer and router, such as walls, cordless phones, TVs, and electrical boxes, the signal might be too weak to make a good connection.
Example of non-wireless products interfering with wireless performance
  1. Move the printer and router closer together, but no closer than 1.8 m (6 ft).
  2. Remove any metal objects between the printer and the router. Objects such as refrigerators, microwaves, or metal bookcases might interfere with wireless transmission.
  3. Reconnect your printer to the wireless network.
If the wireless connection continues to drop, continue to the next step.
Step 9: Evaluate the printer IP address
Use the Network Configuration Page you printed earlier to compare the printer IP address to the router IP address. If they differ, it typically indicates that the printer is not properly connected to your wireless network.
  1. On the Network Configuration Page you printed earlier, locate IPv4 in the 802.11 Wireless section, and then locate the IP Address.
    Example of an IP address
  2. Compare the IP Address to the Default Gateway to determine if they are similar. When the first three octets are 255 in the Subnet Mask, the first three octets in the IP Address must be the same as the first three octets in the Default gateway. For example, the printer IP Address might be 10.11.48.195 and the Default Gateway might be 10.11.48.254.
    • If the IP Address is similar to the Default Gateway, and printer maintains connection, you do not need to continue troubleshooting.
    • If the IP Address is similar to the Default Gateway, and printer does not maintain connection, continue to the next step.
    • If the IP Address is not similar to the Default Gateway, the printer is not connected to your wireless router. Restart the printer and router, and then reconnect the printer to the wireless network. Print a new Network Configuration Page, and then re-evaluate the IP address. If the wireless connection continues to drop, continue to the next step.
    Example of a similar IP Address and Default Gateway
Step 10: Update the printer firmware
HP regularly releases printer updates. Updating the printer firmware might resolve the issue.
If the wireless connection continues to drop, continue to the next step.
Step 11: Assign a manual IP address to your printer
Use the Embedded Web Server (EWS) to connect your printer to the wireless network using a manual IP address.
  1. Print a new Network Configuration Page.
  2. Locate the URL(s) for Embedded Web Server address.
      note:
    If the URL for the EWS is http://0.0.0.0, the printer is not connected to a wireless network. Reconnect your printer to the wireless network, and then print a new Network Configuration Page. Make sure the report shows the status as Connected. If the wireless connection continues to drop, continue troubleshooting.
    Locating the URL(s) for Embedded Web Server address
  3. On your computer, open an Internet browser.
  4. Type the URL address for the EWS in the browser address bar, and then press Enter.
      note:
    Make sure to type the IP address into the Internet browser's address box. If typed into a toolbar search box or search engine, the EWS does not open.
  5. If a website security certificate displays in the Internet browser, click Continue.
    The EWS webpage for the printer opens, which confirms that the printer is on the same network as the computer.
  6. On the EWS webpage, click the Network tab.
  7. In the Wireless section, click Wireless (802.11), and then click Manual IP.
    • If a Suggest a Manual IP Address option is available, click it, click Apply, and then reconnect your printer. If the wireless connection continues to drop, continue to the next step.
    • If a Suggest a Manual IP Address option is not available, continue troubleshooting.
    Clicking Suggest a Manual IP Address
  8. On the Network Configuration Page, locate the IP Address, Subnet Mask, and Default Gateway.
    Example of the IP Address, Subnet Mask, and Default Gateway
  9. On the EWS webpage, type the IP Address, Subnet Mask, and Default Gateway numbers from the Network Configuration Page in the matching fields, and then click Apply. If the wireless connection continues to drop, continue to the next step.
    Typing the IP Address, Subnet Mask, and Default Gateway numbers
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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