HP Easy Start not working on Mac

[AZJason72]

Can anyone get this app to install the printer on your Mac? Mine installed right away when new, but a week later it has disconnected and will not reinstall the printer. The printer is hooked to my network and I can print from all other devices in the house, but cannot print/scan from the main Mac.

[TEJ1602]

@AZJason72, Welcome to HP Support Community!

To be able to assist you better, I would like to know the following:

• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• 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 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 and iOS operating systems.

Keep me posted for further assistance.

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!

[AZJason72]

Thanks for the reply. To answer your questions:

* Yes, both on the same network and the router is dual-band.

* They're about 10' apart.

* I run McAfee Total Protection.

* Here are the ping results: 

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 3.098/10.647/72.410/20.596 ms

* My router is able to forward Bounjour packets.

FYI - I've had this Mac for a few years. I've been using an HP Office Jet (6000 series - I've donated it so don't know the exact model number) and operated it on the same wifi network and computer for years. When I upgraded to the OfficeJet Pro 8028 I installed the HP Easy Start app and it connected immediately and worked flawlessly for a week and then it disconnected. I uninstalled the software after not being able to get it to work and now it won't install again. Also, the printer is connected to the network now and we can print from all our iPads and phones via the HP Smart app so it's just that the printer won't 'install' on the Mac again. 

When I clear the network settings on the printer and run HP Easy Start, it connects to the printer and sets the printer up on the network, but then it hangs up on the 'verifying printer settings' part of the install and won't move forward. I've tried about 10 times now...repeating the entire process.

Thanks for any help you can provide. Otherwise, I'll need to return this to Costco.

[AZJason72]

Please see answers.

[TEJ1602]

@AZJason72

Thanks for replying!

Try adding the printer using AirPrint drivers-

1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

   Figure: Example of the Printers & Scanners window

   

2. Check if your printer name displays in the Printers list, and then do one of the following steps.

   • If your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign  to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step.

   • If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.

   • If your printer is not listed in the Add Printer or Scanner window, go to the Frequently asked questions in this document to resolve connection issues, try to add the printer again, and then continue to the next step.

3. Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.

   Figure: AirPrint displays in the Use menu

   

4. Open a document or photo, click File, and then click Print.

Refer to the document HP Printers - Printing with Apple AirPrint (Mac)  for additional help.

Keep me posted. 

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!