Why Does My Computer Continuously Losing the Printer Connection to My

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HP Printers - Printer Turns Off Unexpectedly or Repeatedly

This document is for HP Deskjet, Officejet, Photosmart, and ENVY printers.

The printer suddenly turns off without warning. A print, copy, scan, or fax job fails because power might be low or the printer is off. The printer does not respond to any job when it is turned off. When the printer is connected to an outlet that supplying low power problem, the printer might turn off repeatedly.

Step 1: Change the energy settings (optional)

Your HP printer is designed to reduce power consumption when the printer is not active. Auto Power Off or Schedule On and Off enables the printer to turn off after two hours of inactivity. When you are ready to use your printer again, press the Power button to turn the printer back on.

Check the Schedule On and Off or Auto Power Off feature on the printer's control panel or through the software, depending on your printer model.

Change the energy settings from the control panel

Navigate to the Setup menu, and then check the energy settings.

Open the Setup menu, and then click Preferences. Click Schedule Off, Auto Power Off or Auto-off, depending on your printer model, and then change any settings, if necessary.

Check the Schedule Off or Auto Power Off feature from the software

Open the printer software, and then check the energy settings.

Windows

Check the Schedule Off or Auto Power Off feature with HP Printer Assistant for computers with Windows.

1. Search Windows for your printer model, and then select your printer in the list of results.

   HP Printer Assistant opens.

2. Double-click Maintain Your Printer.

   The Toolbox window opens.

3. Click the Advanced Settings tab, and then change the settings, if necessary.

   Figure : Example of Advanced Settings Auto-Off enabled feature

   

4. Follow the on-screen prompts.

Mac

Check the Schedule Off or Auto Power Off feature with HP Utility for your macOS or OS X computer.

1. In the menu bar, click the Apple icon .

2. Click System Preferences.

3. Click Print & Fax or Print & Scan.

4. Click the name of your printer, and then click Open Print Queue.

5. Click Printer Setup or Settings, click Utility, and then click Open Printer Utility.

   The printer menu opens.

   Figure : Printer menu

   

6. Click Auto-off to open the feature.

   The Auto-off menu opens.

   Figure : Example of the Auto-off menu

   

7. Change the settings, if necessary.

If you are unable to check the printer power settings or the issue persists, continue to the next step.

Step 2: Restart the printer

Resarting the printer might resolve any connectivity error states.

1. With the printer turned on, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Reconnect the power cord to a wall outlet and to the printer.

   note:

   HP recommends plugging the printer directly into a wall outlet.

If the issue persists, continue to the next step.

Step 3: Update the printer firmware

HP regularly releases printer updates. Updating the printer firmware might resolve the issue.

note:

The HP printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.

Windows

Update the printer firmware for printers connected to a computer with Windows.

1. Make sure the printer is on and connected to the computer through your local network or USB cable.

3. If a Let's identify your product to get started page displays, click Printer.

4. Type your printer model number, and then click Submit.

   The software results page for your printer displays with the default operating system selected.

5. If you need to change the version of Windows, click Change, select your version, and then click Change.

6. Click Firmware, and then click Download.

   If a Firmware section is not listed, an update is not currently available for your printer.

7. Save the file to your computer.

8. Locate and then open the file to start the installation process.

9. When the HP Printer Update window opens, see if the printer serial number displays or a prompt for printer model displays.

   • If the serial number displays, select the checkbox next to it, and then click Update.

   • If the serial number displays but the status is 'not applicable' (grayed out), you do not need the firmware update. Click Cancel.

   • If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer. Wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.

     

   • If you are prompted to select the printer model to update the firmware, select your printer model, and then click Send Firmware.

     

10. When the update completes, click OK.

11. If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.

    1. Search Windows for control panel, and then click Control Panel in the results.

    2. Click View Devices and printers.

    3. Right-click the USB printer device that matches your printer model, and then select Remove Device.

    4. Disconnect the USB cable from the printer and the computer, and then restart the computer.

Mac

Update the printer firmware for printers connected to a Mac.

1. Make sure the printer is on and connected to the computer through your local network or USB cable.

3. If a Let's identify your product to get started page displays, click Printer.

4. Type your printer model number, and then click Submit.

   The software results page for your printer displays with the default operating system selected.

5. If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.

6. Click Firmware, and then click Download.

   If a Firmware section is not listed, an update is not currently available for your printer.

7. When the download is complete, open the [Printer_name].dmg file.

8. Double-click HP Firmware Updater.

9. Click the name of your printer, and then click Continue.

   

10. The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.

    • If Device is ready to be reflashed displays, click Continue to update the firmware.

      When the update completes, click Done.

    • If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.

After firmware is updated, check the printer power options as was done previously. If you are unable to change the power settings or the issue persists, continue to the next step.

Step 4: Plug the printer directly into a power outlet

If the printer is plugged into a power strip or surge protector, the printer might not be getting enough power to properly function. To resolve the issue, plug the printer into a wall outlet.

1. Turn off the printer.

2. Unplug the printer power cord from the power strip or surge suppressor.

3. Inspect the power cord for any wear or damage. If the power cord shows any damage, contact HP to replace the power cord.

4. Wait at least 30 seconds, and then plug the power cord directly into an electrical outlet. Do not use a power strip or surge suppressor.

5. Turn on the printer if it does not turn on by itself.

If the issue persists, continue to the next step.

Step 5: Make sure other devices are not causing the issue

Having too many other electronic devices connected to your printer might cause your printer to lose power and turn off. Make sure the USB cable runs directly from the computer to the printer.

note:

Try a different USB cable if one is available. HP suggests that the USB cable not exceed 3 meters (10 feet) in length.

1. If the printer is connected to a USB hub, disconnect the hub, and then connect the USB cable directly to the computer and the printer.

2. Remove any memory cards or USB drives from the printer.

3. Turn the printer off, and then turn the printer on.

If the issue persists, continue to the next step.

Step 6: Plug the printer into a different electrical outlet

Occasionally an electrical outlet will not provide enough power for the printer. Try plugging the printer into a different outlet.

1. Turn off the printer.

2. If applicable, disconnect the USB cable from the printer.

3. Disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the electrical outlet.

5. Move the printer to a different electrical outlet, preferably to one in another room or area, and on a different electrical circuit.

6. If applicable, reconnect the USB cable to the rear of the printer.

7. Reconnect the power cord to the rear of the printer.

8. Plug the power cord into the electrical outlet.

9. Turn on the printer if it does not turn on by itself.

If the issue persists, continue to the next step.

Step 7: Replace the power module

Depending on your HP printer model, the power supply might include a power module inside the printer (internal) or outside the printer (external). Read the section that matches the power supply type for your printer.

External power module

If the indicator light on the power module is off, or if the power module does not have an indicator light and you have tried all of the preceding solutions, replace the power module.

Figure : Example of a power cord that plugs into an external power module



1. Rear of printer

2. External power module

3. Wall outlet

Internal power module (replaceable power modules only)

If the indicator light on the printer is off or if there is no indicator light, and you have tried all the preceding solutions, continue to the next step to Service the printer.

If the issue persists, continue to the next step.

Step 8: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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Source: https://support.hp.com/us-en/document/c03365241

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