Brand new Envy 5014 having printing difficulty when printing from MacBook Pro

[Heumiller]

I just got a new Envy printer from a friend as an early Xmas gift. I did the set up on my phone then tried to connect my MacBook Pro to the printer to try to print from that. After lots of testing and troubleshooting I've found that in perfectly able to print documents from my iPhone but printing from my Mac seems to have some issues. It refuses to print unless I go into the printer queue app on my Mac and run a network diagnostic. As soon as that diagnostic hits the final step where it tells me there's an issue with the server and I need to restart my router, it begins to print inexplicably. I have to run a new network diagnostic for every job I try to print from my Mac or it will just simply not print. I've uninstalled the HP smart app on my Mac. Disconnected and reconnected the printer all to no avail. The only thing I can think of is there may be some issue with the Max's printer queue app or driver. Not really sure. Has anyone encountered a similar lroblem

[TEJ1602]

@Heumiller, Welcome to HP Support Community!

Having to restart your router to print every time shows that there is a connectivity issue between the devices. To be able to assist you better, I would like to know the following:

• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• Is there any antivirus software installed on your computer?
• 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.

Keep me posted for further assistance.

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