HP Envy Photo 7134 Offline

[wagonboytim]

Hi, I recently purchased an Envy Photo 7134 and set it up with the HP Smart app on both my Mac and iphone 8.  I now can no longer print directly from my Mac.  When I open HP Smart App on my Mac it says the printer is OFFLINE.  When I open the app on my iPhone it says it's online and I can print OK.  I also tried connecting via my work PC (WIndows 10) and this also showed the printer offline.

Printer is connected to my Sky router via wireless and is only 1 metre from router.  Clearly there is a good wifi signal.  Sky router is the latest Q router (2nd gen).

Where do I start?

Thanks

Tim

[Kumar0307]

Hi @

Welcome to the HP Support Community. I'd be happy to assist you.

• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network. So, the MAC/PC should be on the 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Perform a ping test from your MAC to check the connectivity

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post.

Hope this helps! Keep me posted. 

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Have a great day! 

[wagonboytim]

Thanks for your response.  I actually troubleshooted this with Tech Support and got a response.  They got be to install HP Easy Start software and that did something to reset the printer.  The issue was definitely at the Printer end not the Mac end.

Thanks

Tim

[Kumar0307]

@wagonboytim

Glad to know that the issue is now resolved after contacting the HP Support team. Feel free to contact us with any concerns related to HP products.

Happy to help!