After updating our Mac to Monterey 12.5 the printer won't connect

[KateJackson]

Updated our Mac to Monterey 12.5. Printer won't connect have tried wirelessly and with the Ethernet cable. Have tried downloading the HP smart app on desktop but that keeps telling me Printer is offline aswell.

[Betty0610]

@KateJackson

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.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

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

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test  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.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.
2. type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear .

Share the ping test results.

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. 

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[laroseandrea]

I have the same issue. I'm attaching my ping and my wireless info. But the thing is, this answer is needlessly complicated. The only thing that has changed is that Mac OS has been updated to the latest version 12.5.1 — I didn't need to move to a different location before this update, or ping my IP address, or check my wireless. Shouldn't there be an automatic update from HP to solve this issue?

Thanks for your help.

 

 

[Evilmeeko]

I have the exact same issue.

The printer will add, and refuses to communicate and the printer works fine with other macs and with windows PCs

**i'm also running MacOS 12.5.1

the ping test was successful as well, 0% packet loss

[Stooby2]

Same problem here although that latest firmware update has caused the problem and I'm on WIndows 11.

[Positivt]

I am running macOS 12.5.1 Monterey and now am unable to successfully open HP Smart.

The screen pops up with a blue outlined circle that is animated to show it's doing something.

But it is stuck on that screen.

I can still print just fine but since I am unable to open HP Smart, I can no longer scan anything.

From System Preferences > Printers & Scanners > Scan > Open Scanner, the "Scan" button is grayed out.

Screenshots for reference.

HP, please help!!!
Thank you.

[danyg0]

Having this exact same issue.

Two MacBooks both on Monterey 12.6. On one HP Smart shows "Printer offline"; on the other it takes a while but does eventually recognize the printer on its own. Could be a HP Smart version issue - the working one is v13.7.0, the non-functional one is v13.9.2 (both installed from App Store).

Diagnose & Fix on the working one shows no issues (option doesn't exist on the other one). I can still print from both devices, plus HP Smart on Android and internal web server both show all working fine.

I wouldn't care that much other than not being able to scan on one of the Macs. I've been on to HP support repeatedly but they aren't able to offer any suggestions other than reinstall HP Smart (like that wasn't the first thing I tried). Additionally the new HP chat support (dys)functionality is horrendous. Sort it out.

[Rainbow23]

Hi,
Welcome to HP Support Community. This is a great place to post questions find answers.
Thank you for posting your query, I will be glad to help you.

I see that you are facing issues with your HP Printer when printing from Mac computer.

Please follow the steps listed below to reset printing systems and then add the printer.
1. Click the Apple menu, and then click System Preferences.
2. Click Printers & Scanners, Print & Scan, or Print & Fax.
3. Right-click (or Control + click) anywhere inside the Printers window, and then click Reset printing system.
4. Click Reset or OK.
Note: Once you click on reset any other printer added to this computer will also get deleted and needs to be added again.
5. If prompted, type your username and password, and then click OK. The printing system resets.
6. Turn off the printer, wait 5 seconds, and then turn on the printer.
7. Wait until the printer is idle and silent.
8. In the Printers window on the Mac, click the Add button.
9. Select your printer from the list, and then click Add.
It might take a few seconds before your printer displays in the Printers list.

You may also follow the video in this document

Let me know if this works.
Take care and have a good day.

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!