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Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 2476
Experience:  A+ MCSE with over 12 years experience.
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I have an HP Officejet 6700 Premium which is connected to my

Resolved Question:

I have an HP Officejet 6700 Premium which is connected to my router wirelessly but I cannot connect to it from my laptop or from my iPhone or iPad. It shows as offline. I have Virgin media superfast broadband. I have used the wireless set-up several times but it still doesn't work.
Submitted: 1 year ago.
Category: Computer
Expert:  Byron replied 1 year ago.
Hi. My name is***** you for your question and the opportunity to assist.See this video for wireless setup for HP printer. This video is for a 6500 but the procedure is the same.Please be certain of your wireless password.https://www.youtube.com/watch?v=QwY0cvSAiWgIf there is any doubt about the wireless password, the utility from the link below will find it for you.From a wireless Windows computer on your network click this link: http://tinyurl.com/bro-wi-fi-helperRun the utilityAccept the license agreementPut a checkmark in the box and click Next.A progress bar will start moving across the screen.When it finishes a new window will open showing your wireless network name (SSID)and Network Key (wireless password)It is case sensitive and must be entered in the printer exactly as it is displayed on the screen.To verify that the printer is successfully connected print a status page.Here's a video that shows how: https://www.youtube.com/watch?v=Ae2JORm38gw
Customer: replied 1 year ago.
I have already run the set-up several times and when I print the Network test results and the Network configuration page, I am shown that the test result is positive and that I am conected to the router
Customer: replied 1 year ago.
My laptop is running Windows 10
Expert:  Byron replied 1 year ago.
Open Devices and Printers on your machine and right click on the printer and remove it.Close the window, right-click on the start menu button and select Command Prompt (Admin)At the blinking prompt in the black window type the following commands, pressing Enter after eachnetsh winsock resetnetsh int ipv4 resetnetsh int ipv6 resetipconfig /flushdnsRestart the machine and go back in to Devices and Printersand click Add a Printer.It should find it and install the printer.
Customer: replied 1 year ago.
I have done that and the laptop now finds the printer but my iPhone and iPad still do not see it either as an air printer or in the Eprint app.
Expert:  Byron replied 1 year ago.
Well, I'm not an expert on Apple products but we now know the printer and the network are working.One thing you can try is removing power from the router for a full 60 seconds and then plugging it back in.While the router's unplugged, on the devices go to Settings>General>Reset>Reset Network settings.
Customer: replied 1 year ago.
Tried that and my iPhone initially found the printer but within several minutes it wasn't available again. Any other ideas?
Expert:  Byron replied 1 year ago.
You can try uninstalling the ePrint app and downloading it again.I don't know if you're using a dual band router that broadcasts both 2.4 and 5Ghz networks but I know the printer only runs on a 2.4Ghz network so any device that needs to print needs to be connected at 2.4Ghz
Customer: replied 1 year ago.
All devices are connected to the 2.4 Ghz network. It would not work at all otherwise.
Customer: replied 1 year ago.
As you gave not fixed my problem completely I will require a refund of my £28 fee.
Expert:  Byron replied 1 year ago.
We're not done.Open Safari and in the address bar type in the IP address of the printer.You can find that on the Status page.The devices should be able to connect to the printer page.This is only a diagnostic step.Has an ePrint account been created?You can do that here: bit.ly/1Ut7Zm0From the printer control panel has ePrint and EWS been set up?Start on page 68 of the manualhttp://images10.newegg.com/User-Manual/User_Manual_28-415-214.pdf
Expert:  Byron replied 1 year ago.
Your printer page won't look exactly like this (see attachment)You'll see your model number though.
Customer: replied 1 year ago.
I had to go to bed after the message later than 11:00pm as I had been following your instructions for several hours. This morning I carried on but soon found that the printer was showing as "Offline" again.
Expert:  Byron replied 1 year ago.
Is this on the printer display or on the laptop?
Customer: replied 1 year ago.
On the laptop and also not showing on the iPhone.
Expert:  Byron replied 1 year ago.
On the laptop, in Devices and Printers, if you remove the printer are you able to add it back?
Customer: replied 1 year ago.
No, I am not able to do this. When I tried I was told I didn't have the November upgrade as at this stage I can revert back to Windows 7.
Expert:  Byron replied 1 year ago.
Is that what you want to do?How long ago did you install Windows 10?
Expert:  Byron replied 1 year ago.
Click in the search area and type: windows updateand open Windows update SettingsDo you have pending updates?
Customer: replied 1 year ago.
There are no updates pending
Customer: replied 1 year ago.
Do you think this is a Windows 10 issue or a problem with the printer software and drivers? Could it also be an issue with the 20mb broadband
Expert:  Byron replied 1 year ago.
I don't think it's the broadband. Your internet connection isn't having problems is it?I suspect it's Windows 10. Do you have any other computers using the printer successfully?
Customer: replied 1 year ago.
I don't have any other computer running the printer.
Customer: replied 1 year ago.
After waiting a while, I was able to re-install the printer on the laptop. It still doesn't show on my phone. I have another fibre optic router (Sky), would it help to try this?
Expert:  Byron replied 1 year ago.
If it's easy to make the switch go ahead and give it a try.It's a good troubleshooting step.
Customer: replied 1 year ago.
On openning the box for the sky router, the fittings are completely different.
Expert:  Byron replied 1 year ago.
Then let that be. Instead of trying to set up ePrint, use a different HP app:https://itunes.apple.com/us/app/hp-all-in-one-printer-remote/id469284907?mt=8
Customer: replied 1 year ago.
That could not find the printer. Lets forget this and I will buy another printer.
Expert:  Byron replied 1 year ago.
I understand. Look for a printer that's Airprint compatible, not ePrint.
Expert:  Byron replied 1 year ago.
Here's a link to the HP Print and Scan Doctor utility. Run this and see if it finds anything.Your Apple devices should be able to see that printer: http://bit.ly/1GwKkHu
Expert:  Byron replied 1 year ago.
It's safe. Click to "continue at your own risk"
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 2476
Experience: A+ MCSE with over 12 years experience.
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