Envy 6032e will not connect to any computer

[lovemorganwax]

Hi everyone

I am trying to set up a new HP Envy 6032e after my last HP printer gave up on me. I can connect the printer to the wifi network but not to any computer. It just doesn't show up in the list of available printers. I am currently trying to set it up on my Macbook using the latest MacOS. I have reset the printer network settings and restarted the computer but it still doesn't appear in the list.

I can only print if I connect the printer via USB which is not ideal.

Any help will be greatly appreciated as I pulling my hair out here!

Thanks

Jen

[Jay_G24]

Hi @lovemorganwax,

Welcome to the HP Support Community

I'd like to help!

I understand you are unable to connect the printer to the computer.

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.

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 operating systems. 

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 “Yes" on the bottom right to say “Thanks” for helping

[lovemorganwax]

Hi Jay,

Thanks for getting back to me.

I spoke to someone at HP Support on the phone on Friday evening and he was able to solve the problem, but when I have come to use the printer again today I just get a message saying 'looking for printer'.

Here are the answers to your questions:

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

Yes

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.

I'm not sure - we use EERO routers if this helps?

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

1 metre

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

No, just the standard MacOS software

5.) Could you perform a ping test  and let me know the results? 

 ping: cannot resolve IP address: Unknown host

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 operating systems. 

I assume that this happens as the new printer is a replacement for a previous HP printer that connected wirelessly

Please let me know if you need any further information.

Thanks

Jen

[Jay_G24]

Let's try and restore the printer to setup mode and connect the printer to the network again-

Restore Wi-Fi setup mode on the printer, and then use HP Smart to connect the printer to your Wi-Fi network.

Restore Wi-Fi setup mode on the printer

Prepare a printer for a Wi-Fi connection by restoring Wi-Fi setup mode.

When the settings are restored, the printer enters Wi-Fi setup mode for about two hours, making it discoverable during the HP software installation.

• Most printers with a touchscreen: From the Wireless  or Setup  menu, select Network setup or Settings, and then select Restore Network Settings.

• Most inkjet printers without a touchscreen: Press and hold the Wireless  and Cancel  buttons until the Power button flashes, and then wait for the Wireless light to flash.

• Most Laser printers without a touchscreen or control panel menu: Press and hold the Wireless button until the Attention  and Power lights flash, or press and hold the Wireless  and Cancel  buttons until the Wireless light flashes (Laser NS, Neverstop). The printer might restart.

• Most LaserJet printers without a touchscreen: Press and hold the Wireless button  until the Attention light  flashes, and then wait for the Wireless light to flash.

• Envy 6000, 6000e, 6400e, ENVY Pro 6400, DeskJet Plus IA 6000, 6400, and Tango printers: Press and hold the Wireless button  on the back of the printer for five seconds until the Status light flashes (blue or purple depending on the model).

Go to Restore Wi-Fi setup mode on your HP printer for additional information and button presses for more printer models.

Install HP Smart

Install the HP Smart app on your computer or mobile device.

Do the following if you are setting up the printer on a Wi-Fi network.

• Place the printer and the computer or mobile device near the Wi-Fi router.

• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• Enable Bluetooth on the computer or mobile device so that HP Smart can detect the printer during the setup.

• After installing HP Smart for iOS and Android, enable the mobile device location service and allow the app to use your location to detect the printer and offer solutions during setup.

1. Download the HP Smart app from 123.hp.com (Android, Apple iOS, iPadOS), HP Smart - Microsoft Store (Windows), or HP Smart - Mac App Store (macOS).

   If you are prompted to sign in with Microsoft to use the app across devices, you can sign in or click No, thanks to continue.​

   NOTE: 

   Disconnect from a Virtual Private Network (VPN) connection before downloading.

2. If you are setting up HP Smart for the first time, you must create or sign in to an HP account to access all printer functions.

3. In HP Smart, click Add Printer or the plus sign  to search for the printer, and then follow the instructions to complete the setup.

Hope this helps!

keep me posted