HP Office Jet Pro 9015

[careycat]

I am working with a Macbook Pro. I was called in to trouble shoot an HP Office Jet Pro 9015.  It was having the catalina false malware flag. I couldnt get it to reinstall the software for it so I ended up removing it, resetting all the printers, then reinstalling with the HP Smart for Desktop. The malware warning is gone. However the printer keeps showing up as offline in the app and cant be used. I have the solid blue Wifi light. 

So I fired up my own Macbook Pro, installed the same app, Im signed into the same network, and boom, found, installed and printed. 

I removed the app from the other computer, removed the printers from the library, reinstalled the app but the printer still shows offline on the other macbook pro. Same OS, same network, same everything. 

Everytime I download and reinstall the app it wont even run me through printer setup, it just automatically shows THAT printer offline. But it works fine on mine which I just installed seconds ago. I'm open to suggestion. When I try to install it via the normal MAC printer utility I see it It produces "Unable to connect to HP Office Jet Pro 9010 Series due to an error"

Once again I reiterate I connected my own MBP in seconds. I'm open suggestions here, I removed malwarebytes and antivirus ware in order to try to be sure nothing is blocking the actual connection. 

[ShlomiL]

Hi,

First, please make sure your Mac is fully up to date with any of the latest updates from Apple.

https://support.apple.com/en-us/HT201541

Next, download and use HP Easy Start to uninstall any currently installed software:

1. Download HP Easy Start below:
   https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip
2. After the software downloads, open HP Easy Start.
3. Click HP Easy Start from the top menu, and then select Uninstall HP Software...
4. Read any warnings that display, and then click Continue.
5. When prompted, type your administrator user name and password.
6. HP Uninstaller removes all HP printer software previously installed.
7. When you see the Set Up New Device, close HP Easy Start.

Next, download HP Smart and follow it to reconfigure the printer on your Mac:

https://support.hp.com/us-en/document/c06188214

May you see any difference?

Shlomi

[careycat]

Hi,

I will try this tomorrow when I am on site. Thanks for sending. It's very frustrating when my own computer picked up the printer off the wifi instantly and this one...I was at it for 3 hours. 

[careycat]

Sadly that did not work.

here are the two computers side by side, same WiFi network same printer program and same printer.

the one that shows the printer online is mine, the one that doesn’t is the client. Same WiFi network, exact same printer, same install procedure. Installing the printer as outlined brought it right up the offline printer, I wasn’t given the opportunity to add it. 

Open to suggestion here. Also performed a complete OS update.

Below is what each computer looks like at the exact same time, exact same network etc. 

http://artistcreatives.com/printer.jpg

I tried inserting image several times without success. But there is a link showing both computers, same network, diff results. Same moment in time. 

[ShlomiL]

Hi,

Is it your personal network or a public network?

Please print and evaluate a Wireless Test Report for the printer:

• From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon.
• Swipe up on the display, touch Reports, and then touch Wireless Test Report.

May you see any attention listed on the report header?

[careycat]

Hi,

Its a private network. I have it configured to sign in / etc. My personal Macbook Pro continues to pick up the printer and print flawlessly but the client's does not. I checked their firewall settings, printer settings, even as a last resort grabbed the driver file off my computer and put it on theirs and pointed to it but the printer still shows offline. The interesting thing is when you FIRST ask it to look for that printer it shows online now but by the time the install is over it's sitting there offline, evens as the other MacBook Pro shows it online and prints directly to it. 

Also there is no duplicate network as far as I can see. On my previous photo you can see the list of networks. 

http://artistcreatives.com/wireless-network.jpg

[ShlomiL]

Hi,

There are multiple SSIDs broadcasted, else the printer would not show such results, such an attention is not listed with no reason, but due to the printer locating multiple SSIDs with the name Plaza Wireless in its range.

What router do you have? this may be caused due to multiple access points., multiple wireless bands, etc. and that cause the devices not to be connected to the exact same SSID and therefore cannot see the printer.

Please contact your network service provider, if there are multiple bands ensure that each band is assigned with a different SSID or one of the bands must be disables if these cannot be renames, also, if there are multiple access points for your printer, make sure that each access point is set with a unique SSID, then check for any difference.

Shlomi

[careycat]

Its a huge shopping mall with back offices so the only guess I have is there are repeaters / access points spread throughout. 

[ShlomiL]

This is the cause why 1 Mac can communicate with the printer and the other can't, it is the same network, but both are not connected through the exact access point and therefore the connection breaks.

To resolve the issue, it must be resolved in the network level, the issue relies with the network, as repeaters or access points are not allowing a proper communication for the device.

You may connect to the printer using Wi-Fi Direct to print as a workaround, or with a USB connection:

https://support.hp.com/us-en/document/c04577030

[careycat]

I just realized I left out an important detail: 

This printer has been working wirelessly perfectly for the last 4 years in its configuration BEFORE the Catalina certificate issue. 

But...there was a LAN cable plugged in. I unplugged it because the control panel on the printer said it would need to be unplugged to get wireless going. It didn't dawn on me that I could, potentially, plug that back in and let it search the wireless network - it should find it if it's hardwired-in correct? 

I asked about the original configuration but they were not sure. The worst part is I did find LATER the software update I needed to resolve the certificate issue. I had this on my own computer with my older HP 1102W but it used a standard driver installer, it's an old printer, and updating that single package resolved it. When I ran into those I thought I could do the same but when it wanted-the printer app and that whole certificate thing kept blocking install, this whole thing went sideways. 

But for the last 4 years it's been plugged into a lan cable but working wirelessly for this client's machine. Thoughts?