HP SMART can't find printer

[Chen2]

Hello, I bought a HP Color LaserJet Pro MFP M283fdw. I unpacked it and started the installation process described in the user manual. I downloaded the HP SMART app on my MacBook Pro using MacOS MOJAVE and connected the printer to the WiFi network. At first the HP app found the printer, but I got an error saying that the installation process is not complete and I could see the printer in the HP SMART app, but it was always offline, even that on the printer display it said that it is connected. I decided that the problem is with me and deleted the app, restarted the printer and my Mac and downloaded again the HP Smart app. After that I made at least 10 tries to connect with my printer but the HP app does not find it with wireless connection. My laptop and the printer are connected to the same WiFi network / unprotected network without password /, but I can not see nor find the printer. What can I do? When trying to print with HP Direct with my Iphone there is no problem, but I can't connected it with my laptop. 

-EDIT

I just restored the printer to the default settings and tried again. This time the HP SMART app found the printer, made the settings and connected with it. After I finished the installation process the HP SMART app can see the printer but it is always OFFLINE. 

-EDIT 2

Just deleted the printer and started the whole process again. Now HP SMART can see the printer and when the installation process starts I get the first step - Printer found, but I fail the second one - Unable to configure printer. Afterwards I get the message Unable to set up your printer at this time. 

[Jay_G24]

Hi @Chen2

Welcome to the HP Support Community. I'd be happy to assist you with the  "Printer not found -HP Smart App" issue. 

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Is your printer connected to home network or public network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there any antivirus software installed on your Mac?

5.) 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. 

Hope this helps! Keep me posted. 

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