by AR99 Investigator
Investigator

Printer issues with new Smart Hub

I recently upgraded to fibre optic with EE’s new smart hub router. All home devices connected to the router (laptops, tablets, mobile phone and printers) work fully. Except that the two HP Envy Printers will only work for a few hours before print jobs fail. When the router is rebooted, all is well again, but only for a few hours. Wireless and Printer configuration reports are all OK. Wireless connection does not drop. Signal strength 100%.

The router channels are separated into 2.4GHz and 5GHz and the printers connect successfully to the 2.4GHz band. One printer is set up with a Windows 10 laptop, and the other with a Windows 7 laptop.

BT tested the line at the cabinet and in the home and all is OK. EE replaced the initial router in case it was faulty.

Have tried HP options below but they do not fix the issue:

  1. Set printer to a static IP address including an option outside of the dynamic range of the hub
  2. Set printer to use an automatic (DHCP) assigned IP address
  3. Set router option to “try always to use this (printer’s) IP address”
  4. Updated printer software and drivers
  5. Can anyone help please?
5 REPLIES 5
by Grand Master
Grand Master

Re: Printer issues with new Smart Hub

Hi @AR99 

 

This seems to be an issue with your printers. Have you tried the HP support community?

 

Thanks




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by AR99 Investigator
Investigator

Re: Printer issues with new Smart Hub

Hi Northerner

I have contacted HP support directly who suggested the solutions tried but unsuccessful. I will take a look at the HP support community as you suggest to see if that yields anything. No problems with the printers prior to the change of router though.

Thanks

by
EE Community Support Team

Re: Printer issues with new Smart Hub

Hi @AR99

 

Welcome to the community. 🙂

 

It sounds like an unusual one. As the issue is only happening with two HP products, you may find your answer from their forum.

 

Let us know what you find out, it may help someone else here in future.

 

Chris 

by AR99 Investigator
Investigator

Re: Printer issues with new Smart Hub

Hi Chris

HP community forums have not yielded a solution. All potential HP related solutions have been tried by me but nothing changes. Printers have never been a problem until the broadband line was installed with the new Smart Hub. Printers work 100% for a number of hours but then the router has to be rebooted to continue any wireless printing. When printing fails the connection between the router and printers still appears to be all OK as do the test reports.

Can anybody help please before I escalate further with EE?

Thanks

by
EE Community Support Team

Re: Printer issues with new Smart Hub

Thanks @AR99.

 

I'd recommend getting back in touch with our Tech Care team.

 

Between our Tech team and HP, a solution should be possible.

 

Jon

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