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05-06-2020 02:38 AM - edited 05-06-2020 09:25 AM
I have had this printer for a while but since yesterday, I can't print from my Mac (wifi printing). I can scan from the printer and it goes to my Mac, I can print from my iphone (airprint).
I have tried unplugging the printer and back, shutting down the mac, I have downloaded the last HP update, I have ran diagnostics and everything seems ok. I checked the modem and both the 2.4 and 5 Ghtz are checked. My wifi is on and shows on all devices.
When I ask to print a document from my Mac, the printer icon shows up but it still says "the printer is not connected".....what else should I do? Many thanks
Solved! Go to Solution.
05-12-2020 02:09 PM
Welcome to the HP Support Community. I'd be happy to assist you
Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.
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.) Are the printer and Mac connected to the same 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 an 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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05-13-2020 03:55 AM
thank your help
It is working now! for some weird reason, my printer is responding when I select HP Envy series 4020 on my mac (even though I also have the option to select HP envy 4525), and on my phone, it shows as HP ENVY 4525