Problems keeping Photosmart Premium e AIO C410a connected.

Question

My printed keeps becoming disconnected. Diagnostic Utilities have not helped. Online chat got it going for 1 page, then stopped. Told to change to static IP and later told to reboot and try Dx Utilities again (rude person, ignored what I was telling him). Critical update does not apply to my setup. Using Windows 7 64-bit. Linksys WRT 160N router and Ad Aware Total Security. Correct network settings displayed on front panel of printer and network diagnostics all Passed. Printer thinks it is connected and computer thinks it is connected, but it not evidently. Usually need to uninstall and reinstall and enable device in windows to get it to work. This happens 2-3 times per week. If it weren't for this major inconvenience, it'd be a perfect printer. I have HP printers since 1989 and never problems like this.

Answer 1

I have been using HP network printers for 15+ years.    This is the first time I have had major problems with a printer and no one at hp is able to find what the problem is.    They try every thing in the cookbook, but they don't want to listen what the problem really is.     At times the printer/scanner work fine, then sometimes it doesn't.   The printer shows that it is offline or disconnected.   You can watch the print queue when you print something and right in the middle of printing something it will go offline.  With the HP Solution Center, it will show it is disconnected.  I ping the printer's ip address and when it stops working - the ping error message is "Request timed out".     Then a few minutes later (no changes), the response time is less than 1ms.   This keeps occuring every 3-20 minutes it will work, then stop working, then work again.    No hardware/software/connections are done during this time.    When the printer ip address stops working, I still use the internet, connect to other local network devices, print to other hp network printers. When printer ip address responses to a ping, all the printer functions work correctly.
Yes the software has been updated and reloaded multiple times.    HP level 1 support staff have no knownledge how to solve this problem and they are afraid to ask for help from second level, thinking it will make them look bad.   I have talked to 7 help desk people and only one was willing to ask for help and the connection was cut off.    Lots of the time when they put you on hold,  after a few minutes (3-5) the connection is dropped.   Noticed they don't record the steps that have been taken, because they reask you to try the same steps you had just completed with a previous help desk person.    I have spent over 6 hours on the phone with these helpless support staff.    The HP help desk support is the worst in my 30 years of working in the computer industry.
HP wants to blame the switch, router, the ... anything else, but their software/hardware.    Each time they blame it on something,  I show them they are wrong, or remove it from part of the configuration to elimitnate is as a possibility.   They have no way of finding the root cause of the problem.