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RedT7
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HP 4500 -- MacBook pro can't find it

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HP 4500
macOS 10.12 Sierra

My MacBook Pro can't find the printer when I try and open utility. On the printer, it says wireless is on, but I can only use it by switching to the direct network, which is annoying and often causes problems because I have to switch networks and then reset things. Please help. 

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Kumar0307
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@RedT7

 

If there is 0% packet loss, it means the connectivity between the printer and the MAC is good.

 

Are you using an HP Officejet 4500 or is it an Envy 4500 printer?

 

Update the printer firmware

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

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

 

Keep me posted.

 

KUMAR0307
I am an HP Employee

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Kumar0307
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@RedT7, Welcome to the 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 is 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. 

 

  • 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'.
  • Restart the wireless router, the printer, and the MAC

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.

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! 

KUMAR0307
I am an HP Employee

RedT7
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@Kumar0307, thank you for the reply! My computer is 2 feet from the printer with none of the barriers you described. I've reviewed all of your points and ruled them out. Ping test came back 100%. No packet loss. 


Any other ideas? 

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Kumar0307
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@RedT7

 

If there is 0% packet loss, it means the connectivity between the printer and the MAC is good.

 

Are you using an HP Officejet 4500 or is it an Envy 4500 printer?

 

Update the printer firmware

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

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

 

Keep me posted.

 

KUMAR0307
I am an HP Employee

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RedT7
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ENVY 4500. 

 

I'll try what you suggested. 

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RedT7
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I downloaded the HP Smart App, but it just says "Printer Offline" even though on the printer itself, I am looking at it set to "Wireless Direct" and "On." 

 

So now I seem stuck again.

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RedT7
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I was able to mess with the HP Smart app and connect to the old HP printer direct network, and then configure from there through the set up wizard, and it worked!! Thank you for helping! 

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RedT7
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Just to add, FTR, I'm sure this could have been resolved quickly on a 5-10 minute phone call, or quick chat with an agent. This form of customer support is very slow and frustrating from HP. However, I do appreciate you help.  

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Kumar0307
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@RedT7

 

I understand. I will forward your feedback to the respective team at HP so that we work on that and ease your efforts in resolving the issue. 

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

Happy to help!

KUMAR0307
I am an HP Employee

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