HP 5740 macOS Catalina - Easy Start cannot communicate with the device

[RodMira]

Hi. Since I upgrade to Catalina my printer stop working. I can print from my cell phone, but I tried everything to solve the problem in my MacBook Air. When I'm saying everything, I mean it. I followed every step recommended in this Forum: unplug the printer; reset the printer; disable Ipv6; disable firewall; everything! After I reset it, now I couldn't install it again. Keeps showing that the Easy Start is Unable to communicate with the device.  I tried to install through the System Preferences and got the message Unable to Verify the Printer on your network. 

 

[Kumar0307]

@RodMira, Welcome to the HP Support Community!

Let us try these steps to resolve this issue:

Restart the network devices:

1. Turn off the Router, Printer, and the computer/ mobile devices.
2. Wait for 60 seconds.
3. Turn on the Router first and wait for all the lights to stabilize.
4. Turn on the printer and allow it to configure itself.
5. Turn on the computer/ mobile devices.

Check for any software updates on MAC

Click here to know how.

• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
• 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 the option key on your keyboard and click the WiFi icon to get detailed information.

Update the printer firmware

Click here to know different methods of updating printer firmware.

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. 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
5. Note: There should be 0% packet loss, share the results in your next post.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[RodMira]

Thank you kindly for the support. Unfortunately, nothing worked. I tried all the steps. The ping result is 100% packet loss. 

[Kumar0307]

@RodMira

If the ping result is 100% packet loss, it means there is no connectivity between the printer and the MAC.

Check the connectivity. Perform the network troubleshooting that I have mentioned in my previous post.

• Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.
• 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 the option key on your keyboard and click the WiFi icon to get detailed information.
• You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot and share it in your next post. Press the space bar when the icon turns into a camera.

Keep me posted.

[RodMira]

It shows the Bonjour package. Also, the printer is working with all my other gadgets, my wife’s MacBook Air (not updated), iPads, chrome book and even my IPhone. The problem is my MacBook Air. It was working perfectly until I updated the IOS. 

[Kumar0307]

@RodMira

Is you MAC connected to a 2.4GHz network or a 5GHz network?

Kindly send a screenshot of the wireless information on the MAC as suggested in my previous post.

Keep me posted for further assistance.

[RodMira]

It's a 5Ghz network. Follows the screenshot as requested. 

[Kumar0307]

@RodMira, thank you for the screenshot.

As mentioned in my previous post, this printer only supports 2.4GHz network. It will not work if you try connecting it to a 5GHz network. The screenshot also shows that your network has not been assigned different network names as 2.4 and 5GHz. 

• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Keep me posted for any other assistance.

[RodMira]

But I use this network (5Ghz) and the printer for years. It stopped work since I upgrade to new iOS. And, as I mentioned, the printer is still working with all my other gadgets, even a MacBook that was not upgraded. How the band could possibly turned  a problem after many years of use? This is what is driving me crazy. If the 5Ghz is the problem, why is it still working with all the other equipment and even worked well before the upgrade?

[Kumar0307]

@RodMira

If the printer is working fine with other devices, it means it could be connected to a 2.4GHz band. This printer does not support 5GHz band. You may check the printer specifications here. Under connectivity, it is mentioned that the printer supports Wi-Fi 802.11b/g/n. Which is a 2.4GHz band.

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.