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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP Inkjet Printers - Wi-Fi Connection with HPNA Lost After 2-10 Minutes

This document is for certain wireless inkjet printers connecting to routers with Home Phoneline Networking Alliance standard (HPNA).
The printer loses its wireless connection after being connected for only 2-10 minutes. During this time, the wireless light on the printer remains on, but the following problems occur:
  • A print job is stuck in the print queue
  • The printer is shown as offline in Windows or Mac OS/OS X.
  • The printer cannot be found when installing the printer software.
  • You cannot print or scan.
This issue is known to happen with the following gateways that support HPNA:
  • ATT 5268AC
  • CenturyLink C2000T
  • CenturyLink C2100T
  • Home Hub 2000
  • MTS 5768N-110
This can happen with certain printers connected wirelessly to a router with HPNA security.
Use these steps to update the firmware on the printer.
Step 1: Update the printer firmware from the HP website
Download a firmware update from the HP website and install it over a USB cable connection.
  1. If the wireless light on the printer is on, press the wireless button to turn it off.
  2. Go to HP Customer Support - Software and Driver Downloads, and then enter your printer model number.
  3. Select your operating system if required.
  4. After downloading the firmware update, connect a USB cable from the computer to the printer and wait for Windows to finish creating a device instance in Devices and Printers.
  5. Click Firmware, and then click Download.
    If a firmware section is not listed, an update is not currently available for your printer. Skip to the next step to update the firmware from the control panel.
  6. Click Use HP Download and Install Assistant (Recommended), click Next, and then click Install now.
  7. When the HP Printer Update window opens, see if the printer serial number displays.
    • If the serial number displays, select the checkbox next to it, and then click Update.
    • If the serial number displays but the status is 'not applicable' (grayed out), the printer already has the latest update available from the website. Click Cancel, and then skip to the next step to try and update more recent firmware from the printer's control panel.
    • If the serial number does not display, the firmware update utility is not able to match your printer to the update. Make sure the firmware update downloaded from the website matches your model of printer and try again.
    Figure : Updating the printer firmware (Windows version shown)
     The HP Printer Update utility window showing a serial number selected for an HP OfficeJet 4650 and an activity bar showing that the update is in progress.
  8. When the update is finished, click OK.
  9. If you used Windows to update the firmware, then remove the USB driver that was installed by Windows:
    1. Search Windows for Devices and Printers, and then click Devices and Printers in the list of results.
    2. Right-click the USB printer device that matches your printer model, and then select Remove Device.
  10. Disconnect the USB cable from the printer and the computer, and then restart the computer.
  11. Press the wireless button on the printer control panel to connect the printer to your wireless network.
    • If the printer connects to your network and you can scan and print after 10 minutes, then you are done.
    • If the printer connects to your network and works for only 2 to 10 minutes, then continue to the next step to see if a more recent firmware update is available through web services.
Step 3: Use a workaround
The printer is not compatible with HPNA and a firmware update is not available to fix the problem. Instead, use one of the following workarounds to continue using the printer.
  • If your printer supports an Ethernet connection, turn off wireless and connect the printer to the gateway using a network cable.
  • Connect the printer to your computer using a USB cable. Doing so prevents the computer from accessing the Internet and affects features like ePrint and Instant Ink delivery if used.
  • Log into the router's configuration page using a web browser and disable HPNA. Do not disable HPNA if a coaxial cable is connected to the HPNA port. The following routers have a disable feature: ATT 5268AC, CenturyLink C2100T, CenturyLink C2000T, and MTS 5768N-110. Refer to your Internet Service Provider or router documentation for more information.
  • If a guest network is supported on your router, connect the computer and the printer to the guest network. The following routers support a guest network: Home Hub 2000 ATT 5268AC.

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