Cannot set up Envy 6020e

[kkmchan]

I just bought the HP Envy 6020e all-in-one printer.  I tried to use my MacBook Pro (installed with macOS Big Sur 11.4) to set it up.  I installed HP Smart app via App Store.  I followed the installation instructions.  But when the installation instruction asked me to add printer using the System Preferences - Printers and Scanners, the Envy 6020e cannot be found in the 'Add Printer' dialog box.

I logged in the WiFi router (model ZTE ZXHN H298A V1.0) and found that the printer was connected to the WiFi router with IP address 192.168.1.27.  But the host name is empty.

I was stuck at this point and the printer could not be set up for use for my MacBook Pro.  By the way, I have repeated the installation process several times and the same happens.

Any advice please.

[Kumar0307]

@kkmchan, Welcome to the HP Support Community! I’m here to help.

I understand you are trying to install the printer on the Mac. For assistance with first-time setup, click here.

Let us first check the connectivity between the devices.

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. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight).
3. Enter “ping” followed by the IP address of the printer. 
4. Press Return. Press ctrl C after 10 pings
5. There should be 0% packet loss, share the results in your next post.

If 0% loss, check for any software updates on Mac

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

Install the printer using the AirPrint driver. 

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners. 

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer. 

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list. 

4.) Click the plus sign click Add Printer or Scanner, click the printer name. 

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add. 

Note: Select "Bonjour multifunction" under kind while installing.

Try printing.

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! 

[kkmchan]

After rebooting the WiFi router, I can ping the Envy 6020e printer.  The IP address of the printer is 192.168.1.2.

% ping 192.168.1.2
PING 192.168.1.2 (192.168.1.2): 56 data bytes
64 bytes from 192.168.1.2: icmp_seq=0 ttl=64 time=67.379 ms
64 bytes from 192.168.1.2: icmp_seq=1 ttl=64 time=6.673 ms
64 bytes from 192.168.1.2: icmp_seq=2 ttl=64 time=18.821 ms
64 bytes from 192.168.1.2: icmp_seq=3 ttl=64 time=117.807 ms
64 bytes from 192.168.1.2: icmp_seq=4 ttl=64 time=34.624 ms
64 bytes from 192.168.1.2: icmp_seq=5 ttl=64 time=60.389 ms
64 bytes from 192.168.1.2: icmp_seq=6 ttl=64 time=81.383 ms
64 bytes from 192.168.1.2: icmp_seq=7 ttl=64 time=13.999 ms
64 bytes from 192.168.1.2: icmp_seq=8 ttl=64 time=15.562 ms
64 bytes from 192.168.1.2: icmp_seq=9 ttl=64 time=35.603 ms
64 bytes from 192.168.1.2: icmp_seq=10 ttl=64 time=57.998 ms

I have also updated the macOS to the latest update 11.5.2.  However, there isn't any printer name shown in the Add Printer dialog box for the Printers and Scanners system preference.

One of the strange thing is that the HP Smart shows that the host name of the printer is HPDD2CF3.  But the WiFi router cannot show the host name of the printer.

[Kumar0307]

@kkmchan

In this case, perform the steps mentioned in this document on the Mac - A 'No AirPrint Printers Found' Message Displays

Once the Airprint option is enabled, add the printer as mentioned in my previous post.

Do you have an Anti-virus/firewall installed on the Mac? If yes, disable the same for time being.

To check, select the Go menu on the top of the screen and go to the Applications folder.

Let me know how it goes.

[kkmchan]

Thank you for your advice.

I have already checked that AirPrint has been enabled in the Envy 6020e printer.  However, the Add Printer dialog box still doesn't show any printers.

FYI that no anti-virus and firewall were installed in my MacBook Pro.

[Kumar0307]

@kkmchan

In this case, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.