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babay
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Printer not connected?

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HP Officejet 8610
macOS 10.14 Mojave

My printer worked yesterday. Now it says "not connected" but it is connected. Tried deleting the printer from my computer and now adding it back and that's not working either. The printer deleted and now the computer can't find it again. I tried doing a partial restart - no luck. 

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asmita6658
HP Support Agent
HP Support Agent
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Hi @babay

 

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

 

To better assist you - 

 

1) Are the printer and PC connected to the same network? 

2) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? 

3) What is the distance between the router and the printer? 

4) Is there any antivirus software installed on your computer? 

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. 

 

Also, try rebooting the devices -

 

1) Turn off the Router, Printer, and the Mac/ mobile devices.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Turn on the printer and allow it to configure itself.

5) Turn on the Mac/ mobile devices.  

 

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! 

Asmita
I am an HP Employee

View solution in original post

1 REPLY 1
asmita6658
HP Support Agent
HP Support Agent
14,452 14,454 1,434 1,724
Message 2 of 2
Flag Post
HP Recommended

Hi @babay

 

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

 

To better assist you - 

 

1) Are the printer and PC connected to the same network? 

2) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? 

3) What is the distance between the router and the printer? 

4) Is there any antivirus software installed on your computer? 

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. 

 

Also, try rebooting the devices -

 

1) Turn off the Router, Printer, and the Mac/ mobile devices.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Turn on the printer and allow it to configure itself.

5) Turn on the Mac/ mobile devices.  

 

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! 

Asmita
I am an HP Employee

View solution in original post

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