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HP Recommended
HP ENVY Photo 7864 All-in-One Printer
macOS 11.0 Big Sur

Hi, on my desktop and on HP Smart, my printer keeps showing up as Offline.  And it won't print.

But on the printer itself, it shows as being connected to my wireless network.  Any ways I can get the printer back online (on HP Smart)?  TY

 

1 REPLY 1
HP Recommended

@Mike5772

 

Welcome to the HP support community,

 

I understand that you are getting printer offline error, i am glad to assist you.

 

I'd like to know the following to isolate the issue further-

 

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 an antivirus software installed on your Mac?

5.) Could you perform a ping test  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.

 

Perform a ping test to check the connectivity

  1. Click Applications > Utilities > Terminal.
  2. type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear .

 

Share the ping test results.

 

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. 

 

Reply with the requested information for further assistance.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers..

Sandytechy20
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.