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KimmiDJ
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HP Envy 5055 keeps losing connection with Macbook Catalina

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HP Envy 5055
macOS 10.15 Catalina

Hi.  I purchased the Envy 5055 about 2 months ago.  It worked perfectly straight away.  Then within the first week it suddenly stopped reading any work I needed to send to it from my MacBook.  Both the Macbook and Envy are connected and on the same network.  I change nothing in between it working and not working.  I had to remove printer and restart and re-install or add it again to known printers and sometimes that works and sometimes it doesn't.  Im not sure what Im doing wrong.  Ive checked and the printer is definitely connected to the network.  I dont know where the issue is.  When I try to print, I get the error of "The printer is not responding" .  When I try to remove it and add it again, it gives the error of "unable to connect to 'HP ENVY 5000 series [80CE77]._ipps._tcp.local.' due to an error".  When I click yes continue to add printer, it says " an error occurred while trying to add device".  But keep in mind this device has been added and worked fine .  Ive even tried adding it by IP and it adds a printer that doesnt look like mine and it doesnt read the documents I send it.  Help would be greatly appreciated, as I work from home and some of these documents are Time sensitive.

 

Thank you in advance!

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

 

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 are 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.  

 

Keep me posted. 

 

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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KimmiDJ
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Im sorry the message got lost in my junk folder so Im only seeing this now.

 

The mac and Printer are on the same network.  When this issue happens, the printer still shows connected to the same network and so does the mac.  The Connection to the network or internet is never lost.  The router is in my basement and I never lose connection to my internet on any of my devices.  At least not when this issue with the printer occurs.  

 

It seems the only thing that works sometimes, is when I completely remove the printer from the printers on my mac, unplug the printer, restart my mac and then open everything up again.  And even then, its not always the solution.

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TEJ1602
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@KimmiDJ

 

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.  

TEJ1602
I am an HP Employee

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