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jhoward162
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Envy 5055 printer repeatedly goes offline

HP Envy 5055
macOS 10.14 Mojave

Using wireless connection for my HP printer with iMac and this has never been a problem until recently. Now computer can't find the printer even though it's connected to strong wifi signal. Turning printer on and off doesn't help. Neither does rebooting the computer. Deleting then reinstalling computer under settings works only temporarily but printer is then offline by the following day. Any suggestions?

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HP Support Agent
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Envy 5055 printer repeatedly goes offline

@jhoward162, Welcome to HP Support Community!

 

I understand you have issues printing wirelessly from your iMac to the printer. This could be an issue with the installed drivers or the connectivity. We will have to first isolate the issue.

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.

 

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!

 

 

TEJ1602
I am an HP Employee

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jhoward162
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Envy 5055 printer repeatedly goes offline

Thank you. Problem solved today by tech support. Had to reset both printer and Mac to the 2.4 band. Not sure why this problem just started now as our router has always been dual banded. Working so far!

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Envy 5055 printer repeatedly goes offline

@jhoward162

 

That's great! Happy to hear that.

 

Let me know if you need any further assistance.

TEJ1602
I am an HP Employee

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jhoward162
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Envy 5055 printer repeatedly goes offline

Was hoping it was solved but back offline again. Ping test worked fine. Both printer and iMac set to 2.4 bandScreen Shot 2019-11-22 at 5.37.09 PM.png

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jhoward162
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Envy 5055 printer repeatedly goes offline

in answer to your other questions there is no antivirus software installed and the router is reasonably close with strong signal

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