Photosmart 309a printer unable to connect via network

[Tom049]

I am unable to connect to my Photosmart 309a printer from my Mac Book after power loss (now restored) to network.  When this has happened in the past, I have unplugged the printer, let the printer rest for 30 seconds and plugged it back in.  I have tried this process repeatedly and it is not working.  I have also recycled my Mac Book.

The wireless light on the printer is on and steady, not blinking.

There is no error message.  When I open the print queue the job appears.  There is a message: "The printer is not connected"

There is no antivirus software installed on my computer.

I found the IP address of the printer and performed a ten-ping test using the Mac Network Utility.

The results came back negative (not connected).

Can anyone please help me with this situation?

Thanks,

Tom

[Kumar0307]

@Tom049, Welcome to the HP Support Community!

We will have to reconnect the printer to the wireless network.

Refer to this document - Connecting the printer to a wireless network with WPS

Now, print a network test report

1. Press the Setup  button on the front of the printer.

2. Press the down arrow  until View Network Settings is highlighted, and then press OK.

3. Press the down arrow  until Print Network Configuration Page is highlighted, and then press OK.

Check the SSID. Make sure the MAC is connected to the same SSID.

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'.

Obtain the IP address and perform a PING test.

There should be 0% packet loss, share the results in your next post.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Tom049]

I went to Setup on the printer, then Network, and Restore Network Defaults, and restored the factory defaults.  This replaced my SSID with hpsetup.  IP Address: No Link.  Hostname and Mac stayed the same.  

Then I ran the Wireless Setup Wizard.  It searched for wireless routers for quite some time.  It turned the blue wireless antenna light back on and then returned to the printer home screen.  No changes to the network settings.

When I run the HP Smart utility from my Mac the printer shows up as offline.  I click refresh and it does not help.  

I tried to install a new printer instead.  It searched for the printer and could not find it.

Thoughts on next steps?

[TEJ1602]

@Tom049

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

• Are the printer and PC 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.

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!

[Tom049]

Here are my answers to the questions:

• Are the printer and PC connected to the same network? -- no, the printer is not connected.  used to be on same network.
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?v-- no
• What is the distance between the router and the printer? - 2 feet
• Is there any antivirus software installed on your computer? -- no
• Could you perform a ping test using the Mac Network Utility and let me know the results?  -- no IP address, unable to perform test.

 printer status report plus screenshot attached

The print icon indicated bonjour.

Thanks,

Tom

[Tom049]

The internet service provider technician also told me that it was bonjour compatible.

[TEJ1602]

@Tom049

To reconfigure the printer, follow the steps from the document Connect to a Wireless HP Printer for help.

If you still have issues, use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.

Hope this helps! 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!

[Tom049]

Hello TEJ,

I tried to use the troubleshooting guide you recommended.  When I get to step 4, "Connect the power cord to the printer and then turn on the printer" I get a new message:  "Ink System Failure.  0xc19a0025. Please turn printer Off and then On."

I have tried turning it off and on three times and I still get this message.

Thanks,

Tom

[Tom049]

I got past this issue by removing, cleaning, and replacing the ink cartridges.  

I also noticed a message on the Wireless Network Test Report that says, "The wireless radio is not functioning.  Contact HP Support."  Can you tell me what this message means what to do about it?

Thanks,

Tom

[TEJ1602]

@Tom049

This looks like a hardware issue.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

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!