Printer will not print

[sdmoore514]

Every time I try to print wirelessly from my iphone or macbook air, it says the printer is in use in the print queue.  I then need to unplug the printer and restart it. It does not shut down from the main menu on the printer.  Any ideas?

[Kumar0307]

@sdmoore514, Welcome to the HP Support Community!

Let us try these steps to resolve this issue:

Restart the wireless router, the printer, and the MAC/iOS device

• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network. So, the MAC should be on the 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
• Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.

Update the printer firmware

Go to Setup > Tools > Update the printer

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.

Go to the Apple menu > System preferences > Printers and Scanners > Open print queue > Delete all the pending jobs and make sure the printer is not in pause mode.

Try printing.

Hope this helps! Keep me posted. 

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! 

[sdmoore514]

Spoiler

Thank you for the info. I have tried all of the things you have mentioned and after speaking to our internet provider, I have learned that since we use Xfi Pods to improve Wifi in our house, they toggle between 2.4ghz and 5ghz.  Do you know if there is any way around this without having to replace the printer with a 5g compatible printer?

[Kumar0307]

@sdmoore514

This model printer does not support a 5GHz network. You may connect the printer directly to the modem with a 2.4GHz network. If that is not possible and you only have a 5GHz network, there are 2 options:

1. Upgrade the printer. Buy a newer model that supports 5GHz network like HP Envy Photo series printers.

2. Connect the printer and the MAC using a USB cable or via wifi-direct.

Note: There will be no internet connection while using the wifi-direct option.

Hope this helps! Keep me posted. 

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!