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03-16-2021 05:19 PM
I have a MacBook Pro Air w/Big Sur, NetGear 60 router, Spectrum Modem, Verizon router. My desk top prints wirelessly to my HP OfficeJetPro 8740. Never an issue. For some reason, my HP Smart program no longer functions. I have pulled ALL plugs to ALL devices and rebooted all of them. Problem still exists. So I deleted the HP Smart program so I could download a fresh one and install it. Now the HP Smart program says that it cannot find my printer at all. So, I reset the printer and tried all over again. Unfortunately, this did not solve the problem. I have run out of ideas, any help would be much appreciated.
03-19-2021 06:12 AM
@MPsr1, Welcome to HP Support Community!
To be able to assist you better, I'd like to know the following-
- Is there antivirus software installed on your Mac?
- Could you perform a ping test using the Mac Terminal and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display. Use the command Ping 192.168.0.1 after 10 pings ctrl c ( the IP mentioned here is just an example)
Meanwhile, follow the steps below-
The Library folder contains personalization, preference, and cache files of the HP Smart app. Let's try removing HP Smart App and its associated files from the Library folder:
1.) Open Finder and click Applications
2.) Move HP Smart App to Trash and clear the Trash.
3.) Open Finder then click Go and Click Home.
4.) Click View then Click Show View Options. Check the box Show Library Folder.
The change is instantaneous and the Library folder will immediately become visible.
5.) Open Library and Open Application Support, move HP Smart folder to Trash, and clear the Trash
6.) Download and install HP Smart App.
Now, try configuring the printer and print.
Hope this helps! Keep me posted.
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I am an HP Employee
03-19-2021 08:57 AM
Follow the steps below-
- Open Terminal window (located in Applications > Utilities, or start typing “terminal” in Spotlight).
- Enter “ping” followed by the IP address.
- Press Return.
- Press Ctrl + C to quit the Terminal ping test process.
Keep me posted.
I am an HP Employee
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