Getting software not installed message after reinstalling EasySmart of 8730 on Mac

[LakesWoodworker]

Uninstalled the software. Reinstalled it. When I go to add printer in systems preferences, the printer is not found. When I use the IP address it says it will install a "generic postscript printer" not 8730 drivers from HP. 

[senan6806]

@LakesWoodworker

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

I understand you are not able to add the network connected printer to Mac and I'll be glad to help you out. However, for an accurate solution, I would need more details:

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 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.

[LakesWoodworker]

Thanks for your quick response. I am in China so time is always a bit difficult when responding.

The router is a TP-Link, model AC1300

The printer is in the next office from the router, about 15 feet away. We are able to print from our Microsoft Surface with the computer, printer and router in the same locations, It just does not seem to work with the Macs which are our main computers for creative work. 

The phone company set up the router and network so I am not sure if there is a guest network or not. 

I did the ping test using Network Utility and here is the results. I have turned off the computer, the router, the printer a number of times but always the same results.

Also, even when I hook up the USB between the printer and computer, it does not print. 

PING 198.162.10.104 (198.162.10.104): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

Request timeout for icmp_seq 5

Request timeout for icmp_seq 6

Request timeout for icmp_seq 7

Request timeout for icmp_seq 8

--- 198.162.10.104 ping statistics ---

10 packets transmitted, 0 packets received, 100.0% packet loss

[LakesWoodworker]

One additional note. I was able to connect to the printer using EasySmart to update the firmware so It seems that it is connecting to the printer. When I use the printer IP address to locate the correct software for the printer when adding a printer, it first says Generic PostScript Printer. If I scroll down, it has other software listed for the various HP Office Jet 87xx models. I have tried adding printer useing several of these and  it still will not print. 😞

[senan6806]

@LakesWoodworker

Thanks! It looks like the ping test resulted in 100% packet loss. It's possible that the wireless router is blocking or not able to forward multicast packet (Bonjour), which is essential for Apple devices to communicated over a wireless network . Please contact your internet service provider or router manufacturer and check if the router is able to forward multicast packet. 

[LakesWoodworker]

Thank you. I will check with the service provider that installed the router. One last question, when I try to install the software using Add Printer, I get the messages in the attached files. Will setting the router differently resolve this problem?

[KrazyToad]

@LakesWoodworker

It looks like you were interacting with @senan6806, but he is out for the day. I'm KrazyToad & I'm at your service. 

The printer is not able to connect to the wireless network to install the Software

This will be taken care of once you get the Router issue sorted out 😊

[LakesWoodworker]

Thanks for your help. I was able to get the software downloaded. Seems that the download page for the HP8730 software was downloading the EasySmart App for my Iphone instead of the HP Smart software for my Mac. A friend of mine showed me the download package they had downloaded for their HP (same model) and it was different from what was being downloaded. I then was able to keep accessing the download page until the right software was downloaded. After that, the printer has been working fine on all of our Macs and without getting additional information about the router. Not sure why the wrong software was being downloaded (tried maybe 5 times before the correct software was downloaded.). 

[senan6806]

@LakesWoodworke

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day!

[LakesWoodworker]

Thanks. It has been working fine the last few days. Please consider this issue resolved. It was helpful to have someone to bounce ideas off when going through the troubleshooting. Hopefully my computer downloading the wrong soffware was an isolated case. 🙂