Troubleshoot a Wi-Fi connection to an HP Laser MFP 137fnw

Check for network and connection issues if you cannot print or scan with a wireless HP printer.

Restart devices

Restart your computer or mobile device, printer, and router to clear any error states.

Disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.

If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.

1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.

2. Turn off the computer or mobile device that the printer was set up with.

3. Restart the router.

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

   NOTE:

   HP recommends plugging the printer directly into a wall outlet.

5. Turn on the computer or mobile device.

6. Check the connection to make sure the same network is used by the printer and the device.

   • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.

   • Printer: Check the Wireless light  on the control panel. If it is solid blue the printer is connected.

Check the printer and network connections

Identify issues with Wi-Fi connections that can cause the printer to be unavailable or not found by your computer or mobile device.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

• Move the printer within 8 m (26 ft) of the router or range extender, and then check the Wireless light . If it is solid blue, the printer is connected to the network. If the light is off or flashing, the printer is not connected. Go to HP printer setup (Wi-Fi network) for more information.

• Open the list of available networks on the computer or mobile device and make sure it is connected to the correct network. A check mark or Connected status displays next to the network name when connected. Do not connect to DIRECT-xx-HP [your printer model name].

  NOTE:

  A printer connection cannot be established over public or guest networks that require a guest login or confirmation of use, such as networks used in schools, hotels, or coffee shops.

• Check the Wi-Fi signal strength on the computer or mobile device. If the wireless icon shows a weak signal , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the signal.

• Open a website to confirm the internet is working. If page load time is slow or intermittent, turn off or pause any other streaming devices connected to the network. If necessary, contact your internet service provider to check if the service is down.

• Make sure the printer is not connected to a computer with a USB cable. A USB connection can block Wi-Fi setup and disables the printer internet connection required for HP Instant Ink.

• Check your router support website or documentation to make sure it meets the following requirements.

  • Many routers operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz SSID. If the printer supports 5.0 GHz, connect it to the 5.0 GHz SSID.

  • Bonjour support (Mac): HP recommends routers that support Bonjour, Apple's network discovery software. Connecting with Bonjour is the best way to find the printer and support wireless printing.

Restore Wi-Fi setup mode on the printer

Many HP printers have a Wi-Fi setup mode that helps the HP software connect your printer to a network. Restore Wi-Fi setup mode if the printer is not found during software setup or when the wireless connection is lost.

• Most printers with a touchscreen display or menu: Open the Wireless  or Setup  menu, select Network setup or Settings, and then select Restore Network Settings.

• Most printers without a touchscreen display or menu: Go to Restore Wi-Fi setup mode on your HP printer for steps using the buttons on your printer.

Within two hours, return to the app or software to find and add your printer and complete the setup.

Print a Wireless Network Test Report

Print a Wireless Network Test Report to find information about your printer network connection or to troubleshoot connection issues.

1. Print a Wireless Network Test Report:

   • Inkjet printers with a control panel menu: Open the Wireless, Network Settings, or Setup menu  to locate the list of available reports.

   • Most inkjet printers without a control panel menu: Press the Wireless  and Information  buttons at the same time, or press the Wireless  and Start Copy Black  buttons at the same time.

   • LaserJet printers: Press and hold the Wireless button  for 10 seconds or until the Ready light blinks, or go to the Wireless menu and select Wireless Network Test.

   • Laser NS and Neverstop Laser printers: Press and hold the Resume  and Wireless  buttons for 3 seconds.

   • DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Touch and hold the Information button  until all control panel buttons light up, and then touch the Information  and Resume  buttons at the same time.

2. Review the information on the report, and then follow any instructions provided to troubleshoot connectivity problems.

Additional troubleshooting

Find and troubleshoot the type of connection issue you are experiencing.

Connection to printer fails after changing the router or the network password

When your Wi-Fi network name or password is changed, you need to reconnect your printer to the network.

Go to HP printers - Wireless connection is lost after router or network settings change for more information.

Scanning no longer works over Wi-Fi

When scanning over a Wi-Fi connection, the scan job fails, and a scanner not found, detected, or unavailable message might display on the computer.

To resolve the issue, install the HP Smart app to reconnect the printer and use the latest scanning tools.

1. Prepare for the network and printer setup.

   • Place the printer and the computer or mobile device near the Wi-Fi router.

   • Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer connects to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during setup.

   • Enable Bluetooth on the computer or mobile device so that HP Smart can detect the printer during the setup.

   • After installing HP Smart for iOS and Android, enable the mobile device location service to allow the app to detect the printer and offer solutions during setup.

2. Download the HP Smart app from 123.hp.com (Android, Apple iOS), HP Smart - Microsoft Store (Windows, in English), or HP Smart - Mac App Store (macOS, in English).

   NOTE:

   Disconnect from a Virtual Private Network (VPN) connection before downloading.

3. Open the HP Smart app.

   • If this is the first time you are opening HP Smart, the app attempts to detect and set up the printer. Follow the guided setup screens to complete the printer setup.

   • If this is not the first time you are opening HP Smart, click Add Printer or the plus sign to find the printer. Follow the guided setup screens to complete the printer setup.

   If your printer is not found, continue to the next step.

4. Restore Wi-Fi setup mode.

   • Printers with a touchscreen control panel: On the control panel, open the Wireless  or Setup  menu, select Network Setup or Settings, and then select Restore Network Settings.

   • Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

5. Within 2 hours, close and re-open HP Smart, and then add the printer again.

6. Click a Scan tile to start a scan job.

   Go to How to scan with an HP printer for more information.

HP Instant Ink is not connected to the printer

The printer must be connected to the internet at all times to ensure replacement ink cartridges are delivered when needed. Check the network and printer status to reconnect the printer to the HP Instant Ink service.

1. Restart the printer and the computer or mobile device to clear possible error conditions.

2. Make sure the printer is not connected to a computer with a USB cable. A USB connection can block Wi-Fi setup and disables the printer internet connection required for HP Instant Ink.

3. On your computer or mobile device, open the list of available networks.

   • If the current network is not yours, disconnect from the network and reconnect to your Wi-Fi network.

     NOTE:

     The printer does not work on public or guest networks used in schools, hotels, or coffee shops that allow guest logins.

   • If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when connected.

4. Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

5. Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

6. Move the printer close to the router or range extender, and then check the printer connection status.

   • If the wireless light or icon  is solid and blue, the printer is connected to the network.

   • If the wireless light or icon is off or flashing, the printer is not connected to the network. Go to HP printer setup (Wi-Fi network) for more information.

7. Sign into your HP Instant Ink account.

8. On the Overview page, make sure the printer status is Ready to print, and then click the refresh icon  to sync the latest printer information with the account.

   

First time wireless printer setup with the HP Smart app fails

Check for network issues and review setup requirements if your wireless printer is not found during setup with HP Smart.

Perform the following tasks in the order given. Return to the app setup after each task to see if the issue is resolved.

1. Restart the printer and the computer or mobile device to clear possible error conditions.

2. Restore Wi-Fi setup mode.

   • Printers with a touchscreen control panel: On the control panel, open the Wireless  or Setup  menu, select Network Setup or Settings, and then select Restore Network Settings.

   • Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

3. On your computer or mobile device, open the list of available networks.

   • If the network you are connected to is not yours, disconnect from the network and reconnect to your normal Wi-Fi network. Do not connect to the printer Wi-Fi signal DIRECT-xx-HP [your printer model name].

     NOTE:

     A printer connection cannot be established over public or guest networks that allow guest logins used in schools, hotels, or coffee shops.

   • If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when connected.

4. Enable additional connections on your computer or mobile device.

   • Turn on Wi-Fi (PCs only): Enable Wi-Fi even if the computer is connected to the network with Ethernet. If Wi-Fi does not turn on while using the wired connection, disconnect the Ethernet cable temporarily to enable Wi-Fi.

     

   • Turn on Bluetooth: HP Smart uses Bluetooth to detect the printer during setup.

     

   • Enable location setting (mobile devices only): After installing HP Smart for iOS and Android, enable the location service in the device settings, and allow the app to use your location and Bluetooth.

     

5. Move the printer and the computer or mobile device within eight meters (26 feet) of the router or range extender, and then check the connection status.

   • Printer connection: If the wireless light or icon  is solid and blue, the printer is connected to the network. If it is off or flashing, the printer is not connected to the network.

   • Computer or mobile device connection: Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

6. Reinstall the HP Smart app from your app store, and then add the printer again.

7. Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

Lost or forgot the Wi-Fi network name or password

Find your network login information on the router label or through a computer or mobile device that is already connected to Wi-Fi.

• Check the router label: Find the product label on the router, typically located on the bottom or side. Look for the network name listed as the Wireless Network Name or the SSID. The password is listed as the Wireless Security Key/Password, Wi-Fi Password, Network Password, or Network Key.

  

  If the information on the label did not work, a personalized network name and password was likely created. The router configuration page lists the current login information. Check with your internet service provider or the router manufacturer on how to access the router settings through a web browser.

• Use network settings: From a computer or mobile device that is already connected to the network, access the Wi-Fi settings to find the network name and password. Go to Find the wireless network password or PIN to connect an HP printer for more information.

Wi-Fi connection to printer is weak or frequently drops after setup

If the printer has been successfully connected to the network but does not maintain the connection, check the network environment and settings for issues.

1. On your computer or mobile device, open the list of available networks.

2. Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

3. Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router. If necessary, contact your internet service provider to check if the service is down.

4. Limit the number of devices actively on the network, especially devices streaming content.

5. Move the router to a central location in the home, or add a range extender to improve signal strength farther away from the router.

6. Contact your internet service provider or the router manufacturer for steps to check for and install any firmware updates.

7. Print a Network Configuration Report.

   • HP Smart app: From the app home screen, click the image of your printer, click Printer Reports under Tools, and then select Network Configuration Report.

   • Printers with a touchscreen control panel: On the control panel, open the Wireless or Network Settings menu, and then select Network Configuration Report or Network Configuration Page.

   • HP printers without a touchscreen control panel: On the control panel, press and hold the Wireless  and Information  buttons. Printing reports from the control panel can vary by printer model.

     Depending on your printer, another method might be:

     • Press the Wireless  and Resume/Cancel  buttons at the same time.

     • Press and hold the Information button  until all buttons light up, and then press and hold the Resume button  or press the Information Resume  buttons.

     • Press and hold the Resume button ( or ) until the Ready light  blinks

8. Review the report for connection status, network used, and any perform instructions provided for any issues found.

   

   If no issues are found and the printer is connected to the correct network, continue with these steps.

9. In the Number of 802.11 networks discovered list on the last page of the report, locate the channel for your Wi-Fi network.

   

   • If your network is not on a channel used by several other networks, the issue is not related to Wi-Fi channel interference.

   • If your network is on a channel used by several other networks, change the router channel.

10. Determine your router IP address and password.

    NOTE:

    The following list is provided for informational purposes only and might not work with your router model. Consult your internet provider or router documentation for steps to access router settings.

    COMMON ROUTER BRANDS WITH DEFAULT IP ADDRESSES, USER NAMES, AND PASSWORDS

    Router brand	IP address	User name	Password
    3Com	http://192.168.1.1	admin	no password required, or admin
    ASUS	http://192.168.1.1	admin	admin
    Belkin	http://192.168.2.1	no user name required, or admin	no password required
    D-Link	http://192.168.0.1	admin or user	no password required, or admin
    Linksys	http://192.168.1.1	admin, no user name required, or Comcast	admin, no password required, or 1234
    Netgear	http://192.168.0.1	admin	password, 1234, or setup

11. Open a web browser, type the router IP address in the address bar, press Enter, and then sign in with the user name and password.

    The router setup page displays.

12. Use the configuration menu to change the Wi-Fi channel.

13. If your Wi-Fi network continues to under-perform, consider upgrading your router or internet service.

https://support.hp.com/my-en/document/ish_2026505-1746064-16