HP Envy 600e (6032) won't connect to BT wifi

[Anne1536]

I tried to set up the new printer yesterday. It connected and I printed but I could not register it on Instaprint (for cartridges cheaper by mail) . Got in touch with HP agent who tried everything but no luck. Said it was the router and gave me a long set of questions* to ask BT. I don't know how to get in touch with BT or whether they will do this.The printer it finds is not mine, different type and serial number.

I have no idea what to do now. I am not a techie and the information below goes way over my head.
I hope someone can help or I have lost my money. Have a useless printer and need to buy another!

*

We refer you to your internet service provider and tell them the following: 

1. Make the 2.4ghz and 5ghz separated into two networks 

2. Change the channel of your 2.4ghz into 6 or 11 

(If it set to 6 change it to 11, if it set to 11 change it to 6) 

3. Disable WPS (Wi-Fi Protected Setup) 

4. Update firmware of the router 

5. Multi-casting (Multicast Filtering) needs to be on or enabled (Allows Bonjour Connectivity)  

6. Allow Wireless Ports, these can also be blocked in security software:  

Incoming (UDP) ports : 137, 138, 161, 427  

Outgoing (TCP) ports : 137, 139, 427, 9100, 9220, 9500  

7. Recommended that the network name and password DO NOT contain and spaces/punctuation or special characters  

8. Encryption should be WPA-TKIP or WPA2-TKIP/AES 

9. Make the password 10 digit alphanumeric 

10. Dual broadcasting enabled (for wireless b/g and n networks)  

11. Media Access Control (MAC) filtering must be disabled  

12. The built in Firewall should be at the default or lower settings  

13. Turn DMZ on from the router then add the static IP Address of the printer   

[licquorice]

I have no idea why you think you have a useless printer that needs to be changed.

The printer works, its just HP's overpriced ink scam that doesn't.

Don't bother registering it for Instaprint.

Virtually all of the points they have raised in your list are irrelevant.

[Anne1536]

I think you missed the point that I now can't connect too wifi or ethernet.

The Instaprint would be another step.

[licquorice]

Your original post said that it worked.

I tried to set up the new printer yesterday. It connected and I printed but I could not register it on Instaprint

Factory reset it and start again.

[rbz5416]

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@Anne1536wrote:

I think you missed the point that I now can't connect too wifi or ethernet.

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We didn't miss it, you didn't say it!

If you're seeing a different printer it would suggest that you're maybe not connected to your network?

[Anne1536]

As I said , Yes it worked this morning but after the agent reset everything it won't connect via WIFI or ethernet.

[imjolly]

If you have the BT SH2 then you cannot split the 2.4/5ghz networks.  The best idea is to go to hub manager 192.168.1.254 into address bar then go to advanced settings then wireless and turn off the 5ghz network and then try and onnect your printer once it connects to 2.4ghz WiFi and working then go back and turn 5ghzwifi back on. Hub should now stay connected

[licquorice]

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@Anne1536 wrote:

As I said , Yes it worked this morning but after the agent reset everything it won't connect via WIFI or ethernet.

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You didn't mention it not working after the agent tinkered with it. Which agent, BT or HP.

Either way factory reset the printer and set it up again.

If the agent tinkered with it, it must have been connected or they wouldn't have been able to access it.

Having said that, I can't see how the agent could have accessed the printer if you hadn't set up port forwarding for the ports mentioned in item6 of your list.

[Anne1536]

Sorry I wasn't clear.

It was a HP agent. They connected with, and then remote controlled, my computer. At that point it was connected to the home WIFI. The home WIFI works with an iMac, laptop and 4 different phones.
When they had reset everything I cannot connect the printer to the WIFI and if I try the ethernet route it comes up with this different printer. I can't get delete this printer. If I hide it, it just pops again.

As I said I have never tangled with router hubs or BT. And the instructions they gave me to ask BT make no sense ti me.

[Crimliar]

As has been previously mentioned HPs Instant ink is a real expensive!  I've a HP ink tank printer, I print loads of stuff in color, it printed around 8,000 sheets on the first set of ink bottles over a 4 year period!

HP drivers can be a nightmare though!  If you are using HP Smart, you not only need to reset the printer, but you then need to delete the printer from the app too and follow the setup routine like a pedant.  It's also usually easier to set up the printer using the app on your phone and then add to Windows or Mac using their app - and give it time.