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‎01-30-2019 07:23 PM

HP Recommended
Product: HP Envy 5540
Operating System: macOS 10.13 High Sierra

Hi everyone, 

 

My laptop and printer all of a sudden stopped connecting to each other thus, not being able to print or scan.  It keeps saying can't locate device or computer.  

 

So I downloaded the most recent drivers again and while going through the set up after clicking on my device (printer HP envy 5540) it keeps saying "unable to communicate with the device".   

 

I've tried everything - turning my printer on and off, restarting my computer and then now I'm trying to download and restart the setup but it can't even locate my device? Help!? 

 

Thank you so much.  

1 REPLY 1

‎02-01-2019 12:12 PM

HP Recommended

@Keets30

 

A warm welcome to HP Support Community! I'd like to help.

Do you have any antivirus software installed on your Mac?

What's the make and model of your WiFi router?

Do you have a guest network enabled on your WiFi router?

Approximately how far is the printer located from the WiFi router?

Could you check for WiFi interference and also 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 touching the wireless icon on the printer display.

Senan6806


I am an HP Employee

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