HP Customer Support - Knowledge Base




  • Information
    Need Windows 11 help?

    Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

  • Feedback



HP printer does not maintain Wi-Fi connection

After connecting your HP printer to a Wi-Fi network, the connection drops, the printer goes offline, and you cannot print or scan.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

  1. Make sure paper is loaded in the main tray, and then turn on the printer.

  2. Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

  3. On the welcome screen, click Start to select your printer and run the diagnostic.

  4. If your printer is not found, click My product is not listed, and then follow the instructions troubleshoot the connection.

Improve the wireless signal to the printer

If the wireless signal is weak, move devices closer to the router and check if the internet service is working correctly.

  1. On your computer or mobile device, check the wireless network status.

    • Check the network name: Make sure you are connected to the correct network. For instance, you might have inadvertently connected to a neighbor's or guest network.

    • Check the signal strength: If the wireless icon displays a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

  2. Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

  3. Limit the number of devices actively on the network, especially devices streaming content.

  4. Move the router to a central location in the home, or install a range extender to improve signal strength in rooms farther away from the router.

  5. Contact your internet service provider or the router manufacturer for steps to check for updates. Outdated router firmware can cause printer connectivity issues.

  6. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  7. Review the report for connection status and any issues found.

    Example of a Wireless Test Report with an identified issue

    If the report does not identify any issues or solutions, continue with these steps to minimize channel interference.

  8. In the Number of 802.11 networks discovered list on the last page of the report, locate the channel for your Wi-Fi network.

    Finding the channels used by the available networks
    • If your network is not on a channel used by several other networks, the issue is not related to Wi-Fi channel interference.

    • If your network is on a channel used by several other networks, change the router channel.

  9. Determine your router IP address and password.


    The following list is provided for informational purposes only and might not work with your router model. Consult your internet provider or router documentation for steps to access router settings.

    Common router brands with default IP addresses, user names, and passwords

    Router brand

    IP address

    User name




    no password required, or admin





    no user name required, or admin

    no password required


    admin or user

    no password required, or admin


    admin, no user name required, or Comcast

    admin, no password required, or 1234



    password, 1234, or setup

  10. Open a web browser, type the router IP address in the address bar, press Enter, and then sign in with the user name and password.

    The router web setup page displays.
  11. Use the configuration menu to change the Wi-Fi channel.

  12. If your Wi-Fi network continues to under-perform, consider upgrading your router or internet service.






Country/Region: Flag United Kingdom