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HP LaserJet, HP PageWide Enterprise - Solve wireless network problems

This document provides information to help resolve problems with your printer when it is connected to a wireless network.

You can check your setup with the wireless connectivity checklist, run a diagnostic test if you have an HP LaserJet Pro printer, and troubleshoot by symptom.

Wireless connectivity checklist

The following list contains network and printer requirements and configurations that you can check to verify correct setup.

Verify that Wi-Fi Direct printing is enabled on your printer. To do this, print a configuration page from the printer control panel and check the printed pages for Wi-Fi Direct configuration information.
Verify that the network cable is not connected.
Verify that the printer and the wireless router are turned on and have power. Also make sure that the wireless function on the printer is turned on. This is typically done via the wireless menu for most wireless printer models.
For HP LaserJet Pro printers, verify frequency. If the printer does not support the frequency of the wireless router, connectivity issues might occur.

Check whether your printer supports 2.4 GHz, or both 2.4 GHz and 5 GHz bands. Then make sure the wireless router has a compatible frequency. If you are not sure about the frequency, refer to the manual, box, or manufacturer label on the router/modem.

Note:
Some older HP LaserJet Pro models support only 2.4 GHz wireless modems/routers and cannot detect 5 GHz networks.
Verify that the wireless network name or service set identifier (SSID) is correct for the network that you want to connect to. Print a configuration page from the printer control panel to determine the SSID. If you are not sure the SSID is correct, run the wireless setup again.
Verify that the passphrase/password is correct for the wireless network.
Verify that the wireless network is working correctly by accessing other computers on the wireless network. If the network has Internet access, try connecting to the Internet over a wireless connection.
Verify that the encryption method (AES or TKIP) is the same for the printer as it is for the wireless access point (on networks using WPA security).
Verify that the printer is within the range of the wireless network. For most networks, the printer must be within 100 ft (30 m) of the wireless access point (wireless router).
Verify that the wireless router is positioned in a central location in line of sight with the wireless printers on the network.
Verify that obstacles do not block the wireless signal. Remove any large metal objects between the access point and the printer. Make sure that poles, walls, or support columns containing metal or concrete do not separate the printer and wireless access point.
Verify that the printer is located away from electronic devices that might interfere with the wireless signal. Many devices can interfere with the wireless signal including motors, cordless phones, security system cameras, other wireless networks, and some Bluetooth devices.
Verify that the print driver is installed on the computer.
Verify that you have selected the correct printer port.
Verify that the computer and printer connect to the same wireless network.
For macOS, verify that the wireless router supports Bonjour.

Perform a wireless network diagnostic test (HP LaserJet Pro printers only)

If you have an HP LaserJet Pro printer, you can use the printer control panel to run a diagnostic test that provides information about the wireless network settings.

Note:

The steps vary according to the type of control panel.

Touchscreen with white background

Touchscreen with black background

2-line LCD with keypad

Find your printer control-panel type in the options below, and then follow the steps provided.

Touchscreen control panel with white background

Follow these steps if you have a wireless LaserJet Pro printer that has a touchscreen control panel with a white background.

Touchscreen with white background

From the Home screen on the printer control panel, swipe the tab at the top of the screen downward to open the Dashboard, and then touch the Setup icon .
Scroll to and touch Reports.
Scroll to and touch Wireless Test Report.

The printer prints a test page that shows test results.

Touchscreen control panel with black background

Follow these steps if you have a wireless LaserJet Pro printer that has a touchscreen control panel with a black background

Touchscreen with black background

From the Home screen on the printer control panel, touch the Setup icon (or ).
Scroll to and touch Self Diagnostics.
Touch Run Wireless Test to start the test.

The printer prints a test page that shows test results.

2-line LCD control panel

Follow these steps for wireless LaserJet Pro printers that have a 2-line LCD control panel with physical buttons to press.

2-line LCD with keypad

Find your printer model in the options below, and then follow the steps provided to run the diagnostic test.

M404dw, M405dw, M454nw models

Follow these steps to perform a wireless diagnostic test on an HP LaserJet Pro M404dw, M405dw, or M454nw printer.

On the printer control panel, press the OK button to display the Home screen.
Use the arrow buttons and the OK button to navigate to and open the following menus:
1. Setup
2. Network Setup
3. Wireless Setting
Select Print Wireless Test Report.

The printer prints a test page that shows test results.

All other 2-line LCD control panels

Follow these steps to perform a wireless diagnostic test on HP LaserJet Pro printers that have a 2-line LCD control panel (excluding the M404dw, M405dw, and M454nw models).

On the printer control panel, press the OK button to open the Setup menu.
Select the Self Diagnostics menu, and then press the OK button.
Select the Run Wireless Test item, and then press the OK button to start the test.

The printer prints a test page that shows test results.

Troubleshoot wireless network issues

The following sections reference common wireless network issues. For troubleshooting information, click the section heading to expand it, and then follow the steps provided.

The printer has ongoing intermittent loss of network connectivity (HP LaserJet Pro printers only)

If you've been experiencing ongoing intermittent loss of network connectivity, update the printer firmware.

For instructions on how to update the firmware on an HP LaserJet Pro printer, refer to the following document:

HP LaserJet Pro - Update the printer firmware

The printer does not print after the wireless configuration completes

If the printer does not print after configuring the wireless connection, verify that the printer, computer, and wireless network are working correctly.

Make sure that the printer is turned on and in the ready state.
Turn off any third-party firewalls on your computer.
Make sure that the wireless network is working correctly.
Make sure that your computer is working correctly. If necessary, restart the computer.
Verify that you can open the printer's HP Embedded Web Server (EWS) from a computer on the network.

To access the EWS, you will need to obtain the printer's IP address on the printer control panel.

Follow these steps to obtain the printer's IP address and then access the EWS:
1. Obtain the printer's IP address:
  
  From the Home screen on the printer control panel, select the Information button , and then select the Network button to view the IP address or host name.
  
  Note:
  If your printer control panel does not have an Information button, select the Network button , or the Wireless button , to view the IP address.
  
  On 2-line LCD control panels with a keypad, navigate to the Network Setup menu to view the IP address.
2. Open the Embedded Web Server:
  1. On your computer, open a Web browser, and in the address bar, type the IP address or host name exactly as it displayed on the printer control panel.
    
    Example of an IP address in the browser address bar
  2. Press Enter on the computer keyboard.
    
    Note:
    If the browser displays a message indicating that accessing the website might not be safe, select the option to continue to the website. Accessing the website will not harm the computer.
    
    The EWS opens.

The printer does not print, and the computer has a third-party firewall installed

Check the firewall settings to make sure they do no interfere with printing.

Update the firewall with the most recent update available from the manufacturer.
If programs request firewall access when you install the printer, or when you try to print, make sure you allow the programs to run.
Temporarily turn off the firewall, and then install the wireless printer on the computer. Enable the firewall when you have completed the wireless installation.

The wireless connection does not work after moving the wireless router or printer

If the wireless connection stops working after moving the router or the printer, check the network settings, and reconfigure the wireless connection, if needed.

Make sure that the router or printer connects to the same network that your computer connects to.
Print a configuration page from the printer control panel.
Compare the wireless network name or service set identifier (SSID) on the configuration page to the SSID in the printer configuration on the computer.
If the network names/SSIDs are not the same, the devices are not connecting to the same network. Reconfigure the wireless setup for the printer.

Cannot connect more computers to the wireless printer

If you are unable to connect additional computers to the wireless printer, verify that the printer, computer, and wireless network are working correctly.

Make sure that the other computers are within the wireless range and that no obstacles block the signal. For most networks, the wireless range is within 100 ft (30 m) of the wireless access point.
Make sure that the printer is turned on and in the ready state.
For HP Enterprise printers: Make sure there are not more than five concurrent Wireless Print Direct users.
Turn off any third-party firewalls on your computer.
Make sure that the wireless network is working correctly.
Make sure that your computer is working correctly. If necessary, restart the computer.

The wireless printer loses communication when connected to a VPN

Typically, you cannot connect to a VPN and other networks at the same time. The printer can only be connected to one network at a time.

The network does not appear in the wireless networks list

Try these tips if the network does not show up in the wireless networks list.

Make sure the wireless router is turned on and has power.
The network might not be broadcasting and therefore is hidden. However, you can still connect to a wireless network that is not broadcasting.

The wireless network is not functioning

If there are issues with the wireless network, try the following steps to resolve the problem.

Make sure that the network cable is not connected.
To check if the network has lost communication, try connecting other devices to the network.
Test network communication by pinging the network.
1. Open a command-line prompt on your computer:
  - Windows: Click Start, click Run, type cmd, and then press Enter.
  - macOS: Go to Applications, then Utilities, and open Terminal.
2. Type ping followed by the router IP address, and then press Enter or Return.
  
  If the window displays round-trip times, the network is working.
3. Press Ctrl + C to end the ping test.
Make sure that the printer connects to the same network that the computer connects to.
1. Print a configuration page from the printer control panel.
2. Compare the service set identifier (SSID) on the configuration report to the SSID in the printer configuration on the computer.
3. If the network names/SSIDs are not the same, the devices are not connecting to the same network. Reconfigure the wireless setup for the printer.

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