Large Images Stuck in Print Queue / Timing Out?

[Nuejam]

Hello All,

Our LaserJet M254dw is connected to our residential WiFi network and for the most part we can print without issue from our laptops.

When we attempt to print large image files they consistently become stuck in the print queue. The small LCD on the printer display reads, "Printing Document," while the printer status on the laptop screen reads, "Printing - The printer is not responding." After around 10 minutes , the printer status on the laptop changes to paused, while the printer continues to read, "Printing Document." If I resume printing from the laptop, the printer status on the laptop screen reads, "Printing - Unable to get printer status," and after 10 minutes, it again changes to paused.

edit:

We have tried:

• Clearing and restarting the laptop print queue;
• Disconnecting and reconnecting the laptops to the WiFi network;
• Turning the printer off, waiting, and turning it on again;
• Turning the WiFi router on and off,

Any help would be greatly appreciated!

Cordially,

Jamie

[TEJ1602]

@Nuejam, Welcome to HP Support Community!

Before we proceed, I need more information to help you better.

Do you have any antivirus software installed on your Mac? 
Could you check for WiFi interference and also 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 touching the wireless icon on the printer display. 

Keep me posted.

[Nuejam]

@TEJ1602, Thank you for your reply.

I will do my best to answer your questions.

Do you have any antivirus software installed on your Mac?

I have ClamXAV installed.

Ping Test Results

Ping has started…

PING 192.168.0.9 (192.168.0.9): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

64 bytes from 192.168.0.9: icmp_seq=4 ttl=255 time=3.488 ms

64 bytes from 192.168.0.9: icmp_seq=5 ttl=255 time=2.820 ms

64 bytes from 192.168.0.9: icmp_seq=6 ttl=255 time=3.883 ms

Request timeout for icmp_seq 7

64 bytes from 192.168.0.9: icmp_seq=8 ttl=255 time=3.789 ms

64 bytes from 192.168.0.9: icmp_seq=9 ttl=255 time=3.191 ms

--- 192.168.0.9 ping statistics ---

10 packets transmitted, 5 packets received, 50.0% packet loss

round-trip min/avg/max/stddev = 2.820/3.434/3.883/0.392 ms

[TEJ1602]

@Nuejam

Thanks for the reply. 

10 packets transmitted, 5 packets received, 50.0% packet loss- this clearly is an issue with the connectivity.

To further go ahead and help you in the issue resolution, please help me with the following details:

1) What is the make of your router?

2) Is your wireless frequency 2.4GHz or 5GHz?

3) Print a wireless test report-

• On the printer control panel, press the OK button
• Select Run Wireless Test
• Press the OK button to start the test. The printer prints a test page that shows test results

Keep me posted.

[Nuejam]

@TEJ1602

Thank you for your reply.

Please find the answers here:

1) What is the make of your router?

The router is model # SBG6700-AC.

2) Is your wireless frequency 2.4GHz or 5GHz?

The router supports both frequencies, and we currently use 5GHz, which is how the printer is connected.

3) Print a wireless test report-

Diagnostics of note (those that are "Pass" have been omitted)

Signal Strength = Low

Other Networks Detected Matching Your network Name (SSID) = No

Wireless Networks Detected = 8

Disconnect Count Total = 0

Disconnect Count (Last 24 Hours) = 0

Disconnect Count (Last Hour) = 0

Channel = 149

Our router is one floor above the printer.

[TEJ1602]

@Nuejam,

Appreciate your time and efforts.

I noticed on the report notes, Signal Strength = Low

And as I mentioned in my previous post, it is a communication issue.

I would suggest you to keep the router and the printer closer to avoid the low signal strength.

Let us see if that helps.

Keep me posted.