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My Printer Says Its Connected But Won't Print and Can't Connect To Install New Software

HP Recommended
HP Officejet Pro 8610 - A7F64A
macOS 10.15 Catalina

My printer suddenly decided to stop working yesterday. For some reason, my computer could no longer connect to the printer for scanning or printing, even though the printer said it was connected. I tried restarting the printer, reconnecting it to the wifi, restarting my computer, but nothing worked. So I decided to uninstall all my HP software to start fresh, and we restarted the print to factory settings. I downloaded the HP smart app for mac to install the new software. When I launched it, my printer popped up on the screen and it said it was "online". However, when I clicked to the next screen I got a drop down window for some reason saying "We're sorry we could not find your printer" even though it had already been found and clicked on. Below that it said "the printer must be on the same wi-fi network as the computer to print." My computer is connected to my home wi-fi network, and I reconnected at that point to the same wifi on the printer (using the printer dashboard itself), the exact same network, then pressed continue. Nothing happened, it said it couldn't find the printer. I don't know what to do. They are on the same internet, why won't they connect? It makes no sense. Please advise. 

HP Support Agent
HP Support Agent
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@K-M_1, Welcome to the HP Support Community!

  • Make sure the printer and the MAC are connected to the same wireless network.
  • This printer supports only 2.4GHz network. So, the MAC 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.
  • Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.

Update the printer firmware

Go to Setup > Printer maintenance > Update the printer > Check now


Also, check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.


If the issue persists, restore the network settings on the printer 

Go to Setup > Network > Restore network settings

Go back to Network > Wireless > Wireless setup wizard > Select your network.


Perform a ping test 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.

If 0% loss, we can install the printer using the AirPrint driver.


Hope this helps! Keep me posted. 


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Have a great day! 

I am an HP Employee

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