HP Photosmart stopped connecting to BT whole home network

[ChrisJR]

Dear BR community members.

I have an HP Photosmart 5520 which until recently behaved very nicely with my Whole Home Wifi setup.   However, since last week I have been unable to get it to re-connect.  I have tried  doing a factory reset on the printer;  Restarting my network, and attempting to re-connect on 2.4Mhz but nothing works. 

If I look at my BT Firmware update log, my system updated to SGAB208426 on 12/7/2023 which coincides reasonably closely to when my printer dropped permanently off my network.

When I check my Whole Home system logs, I can see the MAC address of my printer authenticating, then immediately de-authenticating again.    I am not running MAC filtering on my network or any other device-based access control.

Anyone got any suggestions as to what I should try next?   Thanks, Chris

[imjolly]

if you have had a firmware update on the SH2 then try a factory reset by pressing recessed button on back and holding 20/30 sec until hub lights flash as it is possible the update did not complete correctly.     then try reconnecting printer

[TimCurtis]

@ChrisJR 

As @imjolly says but if you have Digital Voice export your contacts first & take a backup of the SH2 as well so you can restore original settings.

Probably makes sense to back up the SH2 settings anyway so any personalised settings can be reapplied.

[ChrisJR]

Many thanks for the suggestions....  the factory reset solved some other niggling problems that I had with my network, but not the problem with the printer.   

Any other thoughts?  If not, I think I will contact BT.... they were quite helpful previously when I had authentication problems.

Cheers

[ChrisJR]

Thanks very much for responding...   I tried the factory reset suggestion but still have this same problem.   Time to call BT perhaps...

All the best

Chris

[cam50992]

I have the exact same printer and the same issue with this firmware. I've tried the same as you and deleting the printer from the WiFi, no luck as of yet.

[ChrisJR]

This is not the first time I have had problems with certain devices refusing to join the my BT Home network.  Some visitors just never seem to be able to get past authentication for their devices - generally older Android phones and tablets.  Sometimes even newer Samsung devices have problems though too.

I have a separate TP-link Wireless Access Point that I have purchased  and so will try to see if it my printer behaves better with that...  It is a kludge, but a reasonably cheap solution given that I have little time to devote to this before we head off on holiday for the summer.   If I get to it, I will post my progress here.