cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs, VIDEOS AND MORE.
MPsr1
New member
2 1 0 0
Message 1 of 4
327
Flag Post

Macbook DOES print via wireless network but HP Smart says there is no printer to be found

HP Recommended
HP OfficeJet 8740/HP Smart
macOS 11.0 Big Sur

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. 

3 REPLIES 3
TEJ1602
HP Support Agent
HP Support Agent
18,899 18,851 1,566 1,644
Message 2 of 4
Flag Post
HP Recommended

@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. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No
MPsr1
Author
New member
2 1 0 0
Message 3 of 4
Flag Post
HP Recommended

Thank you!

.I do not know how to start a Ping test....how do I get to “Command....”?

 

I will follow the direction for the “Library” step and let you know how that goes.

 

 

Was this reply helpful? Yes No
TEJ1602
HP Support Agent
HP Support Agent
18,899 18,851 1,566 1,644
Message 4 of 4
Flag Post
HP Recommended

@MPsr1

 

Follow the steps below-

  1. Open Terminal window (located in Applications > Utilities, or start typing “terminal” in Spotlight).
  2. Enter “ping” followed by the IP address.
  3. Press Return.
  4. Press Ctrl + C to quit the Terminal ping test process.

Keep me posted.

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation