Printer will not print

[csl1968]

I can connect to the printer wirelessly, but when I send a job to print the printer holds it in the cue for several minutes and then cancels it. I've reinstalled the drivers, run a trouble shooter and turned it off. Nothing seems to work. Can anybody shed some light on this issue?

[senan6806]

@csl1968

A warm welcome to HP Support Community!

Does the printer print if you copy a document?

Do you have any antivirus software installed on your Mac?

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

What's the make and model of your 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 or network icon on the printer display.

[csl1968]

The printer will print copies

Mac has Sophos antivirus installed

The printer is probably 35' from the printer...a couple rooms separated

WiFi network is an apple airport/time machine 2TB

WiFi interference shouldn't be a problem because the printer was printing fine until recently

Ping test

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

round-trip min/avg/max/stddev = 2.918/5.417/9.269/2.365 ms

Thanks for any insight and recommendations!

[senan6806 · Accepted solution]

@csl1968

It looks like the ping test was a success, Mac is able to send and receive data to the printer. Resetting the printer network settings, reconnecting the printer back to the network and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

Please ensure that the printer is up to date with its firmware and Mac is up to date with it's software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

1.) Unplug your modem/router and leave it powered off.

2.) Restart your printer, from the printer control panel, touch "Setup". Select Network Setup, and touch "Restore Defaults".

3.) Power off your printer

4.) Reconnect your modem/router and wait for it to re-establish its internet connection.

5.) Power on your printer.

6.) On the printer control panel, touch the Connection Information icon (the icon might appear as Wired  or Wireless  depending on your current setup), and then touch Wireless Menu.

7.) Touch Wireless Setup Wizard. The printer searches for available wireless networks.

8.) Touch the name of your network, and then follow the instructions on the control panel to connect the printer to your wireless network.

Once the printer is connected, use the steps below to remove the existing printer driver and setup the printer with Apple AirPrint:

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) 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.

3.) 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.

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

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

6.) Try to print.

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!