Envy 5030 shows as not connected and wont respond. MacBook Air

[Chris1973]

Have just purchased an Envy 5030 and run through set up as directed. It is on the same wifi network as is my macbook Air. I have installed the drivers. When I request to print the print queue says 'printer not connected' or 'printer is not found.' Any help would be hugely appreciated. 🙂

[TEJ1602]

@Chris1973, Welcome to HP Support Community!

To provide you with an accurate solution, I would like to know the following:

• Is there any antivirus software installed on your Computer?
• 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 screenshot with us.

Keep me posted.

Cheers 🙂

[TEJ1602]

@Chris1973

I did not hear back from you yet. Please let me know whether your issue is resolved or you need additional help.

Cheers 🙂

[Chris1973]

Hi there! 

Ok Im back, thanks for your emails.

I cant locat the Network Utility, I run Mojave and cant fnd in applications? 

I have no AV running. 

Wifi status screen grab attached. Hope thats what you mean?

Still no connection with my printer 😞

Chris  

[TEJ1602]

@Chris1973

Step 1: Update the printer firmware

Click here to download and install the latest firmware from your computer.

Click here to know different methods of updating printer firmware.

Step 2: Perform a ping test

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

Note: There should be 0% packet loss

If the ping test is successful, try adding the printer using AirPrint Drivers. Follow the steps below:

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.

6.) Try to print.

If the ping test fails, share the results with us.

Let me know the outcome.

Cheers 🙂

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!

[TEJ1602 · Accepted solution]

@Chris1973

Please ensure that the Mac is up to date with its software. If you are unsure you may use the link below to Mac software:

Update software on Mac 

We shall again remove and re-add the printer-

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 click 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.

6.) Try to print.

NOTE: I see a number of printers listed on your Mac, I suggest you remove the printers that you no longer use.

Let me know if this helps.

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!

[Chris1973]

Hey - its working! I deleted and readded the printer and its all good. Thank you for your time and help :-))

[TEJ1602]

@Chris1973

I am glad everything is up and running.

Do get back to us in the future for any further assistance.

Thanks 🙂