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HP ENVY 5055

So my printer isn't printing anything on paper as their is plenty of ink left. So I tired resetting and I ended up take the program off my computer but not it's not letting me get pass the set up pet it just keeps repeating. I need help!! 

 

Thanks, 

Michaela 

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Hi @Michaelabell

 

Welcome to the HP Support Community. I'd be happy to assist you with the printing issue.

 

To better assist you - Can you please post a picture of the error message? 

 

Let me know. 

 

Please click “Accept as 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!

 

Have a great day! 

Asmita
I am an HP Employee

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IMG_7413.JPG

IMG_7414.JPG

I've been trying this for days and I'm not getting anywhere. my MacBook just updated so I'm not sure if that's the issue. I've tried the virtual chat and that's no help. HP support told me to message HP support on the website but I can't find the form to contact them. 

HP Smart software can see I have my printer but when I try to move forward. The program thinks it's not there and try to find it again on repeat. 

I have plenty of ink as well and when I use like 1/3 of it and print a document it barely prints any ink? When my printers say it's pretty much full. 

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Hi @Michaelabell

 

Thanks for getting back to us. 

 

To better assist you - 

 

1.) How's the printer connected - wired or wireless? 

2.) For print quality issue, are you experiencing this issue while making a copy as well? If yes, I'd suggest you try these steps - Print Quality Issues

 

Let me know. 

Asmita
I am an HP Employee

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My printer is a wireless printer. 

 

The printing quality is good until the ink gets used to like a quarter of it being used. Then the printing quality sucks like it will have some words but not the full page

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Thanks for replying @Michaelabell

 

Let's try the below steps to see if that helps -

 

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

 

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

 

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

 

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

 

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 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. 

 

Regarding the print quality issue, please try these steps - Print Quality Issues. If you are getting ink low warning, it is recommended to replace the ink cartridges. 

 

Keep me posted. 

Asmita
I am an HP Employee

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My MacBook and my printer are on the same internet, I have reset the internet and re-connected the print to my internet.

My MacBook is only 2 ft away from one another.

my MacBook can see my printer is their but cannot connect to it.

There is nothing beside my printer.

 

my Apple phone still works with it so I’m not understand what the issue is?

 

 

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Thanks for replying @Michaelabell

 

Could you please perform ping test? 

 

Let's try updating the Mac using these steps - How to update the software on your Mac

 

Also, update the printer's firmware. Here's a document with step by step instructions - HP Printers - Updating or Upgrading Printer Firmware

 

Next step would be to remove the printer. Please try these steps -

 

1.) Search the Mac for Print, and then click Print & Fax, Print & Scan, or Printers & Scanners in the list of results.

2.) Find the printer names that match your printer from the list of devices.

3.) Remove the printer by selecting them one at a time, and then clicking the minus button  at the bottom of the list. 

 

Try adding the printer using AirPrint. Follow these steps mentioned below -

 

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.  

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.  

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.  

4.) Click the plus sign click Add Printer or Scanner, click the printer name.  

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add. Select AirPrint from the Use menu. 

6.) Try to print.  

 

Hope this helps! Keep me posted. 

Asmita
I am an HP Employee

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