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Ridgerunner12
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Message 1 of 2
291
Flag Post

Please help cannot connect to network cannot reach a live agent

HP Recommended
Office jet 5740e all in one
macOS 10.13 High Sierra

Cannot connect to network cannot print cannot connect to a live agent. PLEASE PLEASE PLEASE HELP ME. I GAVE BEEN ON THIS PHONE FIR TWO HOURS. PLEASDD ED HELP

1 REPLY 1
The_Fossette
HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@Ridgerunner12

 

Welcome to the HP Support Community!

 

I assure you I will try my best to get this sorted.

 

In order that I may provide you with an accurate solution, I will need a few more details and I would appreciate if you could, perhaps elaborate on your concern.

 

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual-band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility 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.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

 

Look forward to hearing from you and have a great day!

 

Take care.

 

Cheers!

 

 

The_Fossette
I am an HP Employee

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