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Re: Mac can't find printer even though other devices can

I've tried all these steps and it still isn't working for me on a MacBook.

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Re: Mac can't find printer even though other devices can

@ACarGuy, Welcome to HP Support Community!

 

To assist you better, I'd like to know the following-

 

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

What is the Operating System installed on your Mac Computer?

How is the printer connected to your computer?

Is there any antivirus/security software installed on your computer?

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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Re: Mac can't find printer even though other devices can

Still not working, need help.

 

HP OfficeJet Pro 6978

macOS Mojave Version 10.14.5 (MacBook Air 2017)

Wireless

McAfee 2020 Total Protection - recently re-installed

 

Printer was there but showed as offline so I removed it and now can't get it back.

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Re: Mac can't find printer even though other devices can

@ACarGuy, Welcome to HP Support Community!

 

Thanks for replying! I would suggest you disable the antivirus and try again. If the issue persists, provide me with the following details-

  • 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?
  • 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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Re: Mac can't find printer even though other devices can

OK, it is working now.

 

When I said wireless, I meant the computer to the network was wireless, the printer is hardwired.

 

Yes, my router is dual-band.

 

Here's what I did...

 

I noticed in McAfee that the network was marked public so I removed the network and added it back in thinking it would give me the option to say public or home/work but it did not.  So, I went back to McAfee and noticed that I could change the setting their (it is under firewall).  I then checked to see if it could find the printer and it could.  Unfortunately I don't know which of the two steps fixed it but I suspect it was marking the network as home.

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