'Printer in use' message

[GavBro]

I frequently get a 'Printer in use' message when I try to print from my MacBook Pro (MacOS 10.14).  Steps that sometimes resolve the issue are rebooting the printer and/or deleting the printer from the Printer List and then re-adding it.  None of these is a permanent solution.  

I have updated the printer firmware to the latest for the printer - this has made no difference - and my Mac software is up-to-date.  Finally, I have followed some of the other recommendations I've found on this notice board.  These are to disable IPv6 and IPPS, but this seems to prevent the Mac from talking to the printer at all and so does not seem to provide a solution.  The printer is less than one month old.

I'd be grateful for any help with this problem.  

[senan6806]

@GavBro

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

I understand you need support and I'll be glad to help you out. However, for an accurate solution, I would need more details:

What's the make and model of your WiFi router?

Do you have any antivirus software installed on your Mac?

Do you have a guest network enabled on your WiFi router?

Approximately how far is the printer located from the WiFi router?

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.

[GavBro]

@Senan6806,

Thanks for your message.  The requested details are:

- Router is a Sky Hub, Model SR102 

- I have Avira software installed

- No guest network installed

- Printer sits one metre away from a TP-Link Access Point

- Not sure how to test for wifi interference

- Router ping test results are:

Ping has started…

PING 192.168.0.1 (192.168.0.1): 56 data bytes

64 bytes from 192.168.0.1: icmp_seq=0 ttl=64 time=1.360 ms

64 bytes from 192.168.0.1: icmp_seq=1 ttl=64 time=1.078 ms

64 bytes from 192.168.0.1: icmp_seq=2 ttl=64 time=3.434 ms

64 bytes from 192.168.0.1: icmp_seq=3 ttl=64 time=1.611 ms

64 bytes from 192.168.0.1: icmp_seq=4 ttl=64 time=1.519 ms

64 bytes from 192.168.0.1: icmp_seq=5 ttl=64 time=1.299 ms

64 bytes from 192.168.0.1: icmp_seq=6 ttl=64 time=35.110 ms

64 bytes from 192.168.0.1: icmp_seq=7 ttl=64 time=10.135 ms

64 bytes from 192.168.0.1: icmp_seq=8 ttl=64 time=1.370 ms

64 bytes from 192.168.0.1: icmp_seq=9 ttl=64 time=3.718 ms

--- 192.168.0.1 ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 1.078/6.063/35.110/10.024 ms

- Printer ping test results are:

Ping has started…

PING 192.168.0.62 (192.168.0.62): 56 data bytes

64 bytes from 192.168.0.62: icmp_seq=0 ttl=255 time=3.427 ms

64 bytes from 192.168.0.62: icmp_seq=1 ttl=255 time=2.703 ms

64 bytes from 192.168.0.62: icmp_seq=2 ttl=255 time=7.722 ms

64 bytes from 192.168.0.62: icmp_seq=3 ttl=255 time=7.141 ms

64 bytes from 192.168.0.62: icmp_seq=4 ttl=255 time=2.779 ms

64 bytes from 192.168.0.62: icmp_seq=5 ttl=255 time=2.568 ms

64 bytes from 192.168.0.62: icmp_seq=6 ttl=255 time=2.775 ms

64 bytes from 192.168.0.62: icmp_seq=7 ttl=255 time=6.164 ms

64 bytes from 192.168.0.62: icmp_seq=8 ttl=255 time=2.722 ms

64 bytes from 192.168.0.62: icmp_seq=9 ttl=255 time=62.256 ms

--- 192.168.0.62 ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 2.568/10.026/62.256/17.515 ms

Look forward to hearing from you.

Best wishes,

Gavin

[senan6806]

@GavBro

Thanks! It looks like there are no packet loss during the ping test. Temporarily disabling Firewall, Avira and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

1.) Click the Avira icon in the menu bar. It’s the red icon with a white umbrella inside. 

2.) Click Open Avira. It’s at the bottom of the menu. 

3.) Click the switches icon in the left-column. It’s the icon that looks like two switches under the radar icon in the left panel.

4.) Slide the “Real-Time Protection” switch to Off  .

5.) Use the steps available here to temporary disable firewall.

6.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
7.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

8.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

9.) Click the plus sign , click Add Printer or Scanner, click the printer name.

10.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

11.) Try to print and scan.

If you are able to print and Scan, then re-enable Avira and Firewall.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[GavBro]

Thanks again for your reply.  I have run through the steps and am able to print.  I will need to wait and see how it performs over the next day or so, however, as the printer will generally print immediately after I delete it from my printer list and then re-add it.  So, the only question is whether this works in the long-term.  

Thanks, again.  Will let you know how it goes.

Best wishes,

Gavin 

[senan6806]

@GavBro

You are welcome, Gavin 🙂 

Sure, keep the printer under observations. Let me know if you need further help.

Have a great day!

[GavBro]

Sorry, but as I feared it has only been a temporary fix.  Now back to the same message of 'Printer in use' when it is not in use. Any other ideas?

Best wishes,

Gavin

[senan6806]

@GavBro

That's unfortunate 😞 Let's try assigning a manual IP for the printer, the steps on how to set a manual IP address can be found here.

Keep me posted!