OfficeJet 8620 won't connect to Mac

[OlneyIan]

I have an Officejet Pro 8620 that has worked fin until I tried using it today (a while since I last used it).

MacBook Pro running Mojave 10.4.5

The last time it worked fine would certainly have been before the most recent OS update, by I can't recall exactly when, but I am pretty sure it was in 17 April. 

When I try to do anything with it it cannot connect to the printer -

 1. it doesn't not wake it, it does not see it if I manually wake it.

2. It does not scan

3, I cannot access its web page or supply levels

4. It shows in my printer list as Idle

5. I have followed every trouble shooting step I can find and a few more as a wild guess. Deleted and reinstalled, rebooted reset printing, the whole kit and caboodle.

6. The Mac refuses to connect to the printer, or even to wake it.

7. HP Easy Start 2 can find the driver but not the printer.

8. All software and firmware is up to date

HOWEVER...

1. My router shows it connected. It is a dual band BT SmartHub;

2. My Macs "About This Mac" page lists it and all the information looks correct (pasted below)

3. My iPhone prints to it;

4. My iPad prints to it

5. Print via email on hpconnected works perfectly, but is not exactly convenient.

6. I can scan to a USB stick

I just can't use anything from my Mac.

Please don't send me the boiler plate list of troubleshooting. I. Have. Done. Them. All. Multiple times.

Addendum:

Details from About This Mac:

HP Officejet Pro 8620:

  Status: Idle

  Print Server: Local

  Driver Version: 4.1.1

  Default: Yes

  System Printer Sharing: No

  Shared: No

  URI: dnssd://HP%20Officejet%20Pro%208620%20%5B5D2AD8%5D._pdl-datastream._tcp.local./?bidi

  PPD: HP Officejet Pro 8620 e-All-in-One

  PPD File Version: 4.1.1

  PostScript Version: (3011.104) 0

  CUPS Version: 2.2.9 (cups-462.10)

  Scanning support: Yes

  Scanning app: /Library/Image Capture/Devices/HP Scanner 3.app

  Scanning app (bundleID path): -

  Scanning app version: 4.9.2

  Scanner UUID: 1C852A4D-B800-1F08-ABCD-5820B15D2AD8

  Printer Commands: ReportLevels 

  Added: Tuesday, 2 July 2019 at 23:56:45 British Summer Time

  CUPS filters:

Inkjet3:

  Path: /Library/Printers/hp/cups/Inkjet3.driver/Contents/MacOS/Inkjet3

  Permissions: rwxr-xr-x

  Version: 4.1.1

commandtohp:

  Path: /Library/Printers/hp/cups/filters/commandtohp.filter/Contents/MacOS/commandtohp

  Permissions: rwxr-xr-x

  Version: 2.4.0

  Fax support: No

  Printer utility: /Library/Printers/hp/Utilities/HP Utility.app

  Printer utility version: 5.29.3

  PDEs:

PDE.plugin:

  Sandbox compliant: Yes

[TEJ1602 · Accepted solution]

 @OlneyIan, Welcome to HP Support Community!

To provide you  with an accurate solution, I would need the following details:

• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network.

• 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 the option key on your keyboard and click the WiFi icon to get detailed information.

Do you have any antivirus/security software installed?

Have you performed the ping test using the network utility?

If you are not sure, here is how you do it:

1. Obtain the IP address of the printer by clicking on the Wireless icon  on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost

Note: There should be 0% packet loss

Share the results.

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!  

[OlneyIan]

Hi,

Getting 100% packet loss (see below) AND the printer is seems to have disappear from my routers list of connected devices. However, my iPhone can still print to it.

However (ever), this prompted me to think again about the router and restarted it for the third time, this time *hard*. Pulled the plug and waited 10 mins. And whatever has crashed has finally restarted and the printer is talking to my Mac again. Sorted.

Thanks for getting back and getting my brain out of its railway line thinking.

Ping has started…

ping: sendto: Host is down

ping: sendto: Host is down

PING 192.168.1.73 (192.168.1.73): 56 data bytes

Request timeout for icmp_seq 0

ping: sendto: Host is down

Request timeout for icmp_seq 1

ping: sendto: Host is down

Request timeout for icmp_seq 2

ping: sendto: Host is down

Request timeout for icmp_seq 3

ping: sendto: Host is down

Request timeout for icmp_seq 4

ping: sendto: Host is down

Request timeout for icmp_seq 5

ping: sendto: Host is down

Request timeout for icmp_seq 6

ping: sendto: Host is down

Request timeout for icmp_seq 7

ping: sendto: Host is down

Request timeout for icmp_seq 8

--- 192.168.1.73 ping statistics ---

10 packets transmitted, 0 packets received, 100.0% packet loss

[KrazyToad]

@OlneyIan

I'm glad you got this sorted out

Do visit our HP Support community and drop us a message anytime you need help 😊

[community57]

 the server not connected to web services

[Kumar0307]

@community57, Welcome to the HP Support Community!

To assist you better, which model HP printer are you using?

Which operating system is installed on your PC?

Have you tried the steps provided in the previous post?

For now, restart the network devices and try again.

1. Turn off the Router, Printer, and the computer/ mobile devices.
2. Wait for 60 seconds.
3. Turn on the Router first and wait for all the lights to stabilize.
4. Turn on the printer and allow it to configure itself.
5. Turn on the computer/ mobile devices.

Note: Make sure the printer and the PC/MAC are connected to the same wireless network.

Keep me posted for further assistance.