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Hannahirene
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HP 9015 won't connect to laptop

HP Recommended
HP Officejet Pro 9015
Mac OS X 10.9 Mavericks

Super frustrated, and have been through all the support options. The Smart App can't find my printer. Both printer and laptop are connected to the same wifi network, have turned off and restarted multiple times. I'm on a shared wifi network with other people in my apartment building (password protected). Network configuration page says my network is used by multiple channels (?) but I have no control over what channel I'm on. The report didn't indicate any other problems.The Smart app found my printer a couple of times but then it crashed.

Please help!

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TEJ1602
HP Support Agent
HP Support Agent
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@Hannahirene, Welcome to HP Support Community!

 

To be able to assist you better, I would like to know the following:

  • Are the printer and computer 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?
  • Is there any antivirus software installed on your computer?
  • 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.

 

Meanwhile, try using the WiFi Direct feature to print from. Refer to the document HP Printers - Printing with Wi-Fi Direct for help.

 

Keep me posted for further assistance.

 

Please click “Accepted 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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