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Amym13's profile

Contributor

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1 Message

Wednesday, June 5th, 2019 9:43 PM

Closed

New Router Printer is Offline

                  Hi!  I got a HP Envy 5055 printer and then we got a new router and the printer stopped working.  The printer says it is offline.  Help!

Employee

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237 Messages

5 years ago

Go to printer setting - connection - search for wifi and connect to your wifi network

Expert

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15K Messages

5 years ago

New att gateway (router) means new wifi ssid/password (shown on the label stuck on the gateway).  Did you remember to change your printer's network settings to use the new gateway's ssid/password?

 

...or is this a ethernet connected printer?

New Member

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4 Messages

this does not help me. I have used the ssid/p(Edited per community guidelines)word MANY times and researched a ton to figure this out and nothing works. The new gateway router that AT&T gave me is somehow losing communication with the printer all the time. It will print one doc then go offline. Or it will not print at all and gives an error message then goes offline. You unplug the printer and plug it back in and it miraculously works again for one doc, then gives another error message and goes offline again. Where is the communication error with the printer. This HP envy 4520 has worked flawlessly until this new router was installed. Now the router makes it a pain in the (Edited per community guidelines) to print anything from any computer and we had three laptops and two pcs connected with our old router and NEVER had issues printing. AT&T needs to do something about this. There are similar complaints all over the internet about this very issue. I have never had an problem with AT&T's service until now.

(edited)

Observer

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2 Messages

I agree I have had similar issues, and tested variables to try connecting your printer with a wired Ethernet connection, that seems to allow full access. What model gateway do you have? The problem is defiantly not the printers as I have two HP printers which worked fine until recently, Im thinking it can be firmware or hardware issues with the gateway not allowing the printer to be seen by devices on the network while connected on WIfi. Some printers also have wireless direct where the printer creates a wifi with no internet access to just send print jobs.

New Member

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1 Message

4 years ago

I'm having the EXACT Same issue.  I bought a new printer, it worked for 2 days, then went offline again.  Does anyone have a solution to this? Switch to a new Internet provider??

Community Support

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232.9K Messages

4 years ago

We would be happy to help you with your printer issue @ckingfitness!

  • Are you having issues with the internet services on other devices in the home?

If other devices are working and the issue is only with the printer, it is likely you will need to go through the printer settings to reconnect it to the Wi-Fi.

 

Also, upon research on this "offline" message with printers, we are finding that the issue may be the printer not seeing the computer. So make sure they are connected to the same network especially if you happen to have a duel band router.

 

If you are having issues with other devices as well, that could indicate an issue with the internet service and we can further assist you with troubleshooting.

 

Jessika, AT&T Community Specialist

New Member

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1 Message

4 years ago

Lets just pretend that there are a number of folks out here that are over 60 and have no idea what a duel band router is. All they know is that AT&T did the original install and everything worked flawlessly. After this network slowed way down AT&T recommended and sent out a new wireless router. after installing it, all devices connected and worked except for the printer which said "Off Line". 

AT&T Please give clear step by step instruction on getting these printers back on line. Preferably in over 60 terms.

New Member

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1 Message

3 years ago

I have this intermittent issue with my (Edited per community guidelines) printer and the AT&T router. The only solution that works for me is rebooting the router. This is very inconvenient especially with work from home. I think its a router issue.

(edited)

New Member

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1 Message

3 years ago

Restarting router seemed to have fixed printer going offline intermittently.

New Member

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1 Message

2 years ago

HP Printer worked flawlessly wireless with several computers and Uverse gateway. After Fiber gateway install printer prints 1 page then goes offline on all devices. Still shows connected but offline. Restarted all devices with the same result. One shot and offline. May have to install a small router outside the gateway just for the printer.

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