HP Smart Connect doesn't see DeskJet 2131 connected via USB to iMac (Mac OS 10.15.7)

[Errin_C]

iMac has been upgraded to macOS Catalina (10.15.7) and printer (DeskJet 2131) no longer works. HP Easy Start detects the printer (USB) however once I Installed HP Smart Connect, as a step in the setup process, it will not find the printer.

I have tried installing the standalone HP drivers package from the Apple site, but model is not supported. I can establish communication with the printer using a similar driver, even printing a test page with the HP Print Utility, but printer won't print documents. Any assistance in resolving this matter would be much appreciated.

[Jay_G24]

Hi @Errin_C,

I'd like to help!

Follow the below instructions to resolve the issue -

Try updating mac and printer firmware

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update Mac, try these steps - How to update the software on your Mac

Try the below suggestions-

Make sure the cable is directly connected between the Mac and the printer.

The use of a USB hub is not recommended.

Also, make sure the cable is connected to a USB 2.0 port on your Mac

Do you have an Anti-virus/firewall installed on the Mac? If yes, disable the same for time being.

1. You may check this in System Information > Applications>utilities folder
2. You can also hold down the option key and click on the Apple at the top left of the screen to get to System Information
3.  Click System Report.
4.   Under the Hardware heading on the left side of the System Information window, click USB. USB 3 devices appear under USB 3.0 Bus, and USB 2 devices appear under USB 2.0 Bus. The printer should be under the USB 2.0 Bus

Uninstall HP Easy Start

• Click on Spotlight icon and type HP Uninstaller or by opening HP Easy Start.
• Click on Continue to uninstall the software.
• When prompted for Password, type in your system password
• You can also uninstall by opening HP Easy Start.

 Download HP Easy Start and install the printer.

• Download HP Easy Start and follow the on-screen to complete the installation. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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

[Errin_C]

Hi Jay,

Thank you for your message, but it doesn't help. The Mac is on the most recent version of macOS Catalina (no updates available) and it does not appear possible to update the DeskJet 2131 firmware.

Firstly, it's a USB only printer, so firmware update from printer directly is not supported

Secondly, there are no firmware downloads available on the HP site for this model

Thirdly, the HP Smart software doesn't recognize the printer, so not possible to upgrade firmware via that channel.

I've already tried uninstalling HP Smart and reinstalling it without success. The iMac has 4 x USB3 ports, which are backwards compatible. The printer used to work before the OS upgrade, suggesting the USB side is not the issue, however I have tried all four available ports with the same negative result.

Do you have any other suggestions which may help solve the problem?

[Jay_G24]

Is the printer connected to the usb2.0 port?

Have you tried installing the HP Easy start ( you will find it under the software-utility tab on the driver's page)?

Here is the link HP Easy start

Also, have you tried using a different cable just to check?

Let me know!

[Errin_C]

Hi Jay,

As mentioned at the start of the thread, I installed HP Easy Start and it recognizes the Deskjet 2131 immediately. However, it then goes on to tell me I need to install HP Smart for Desktop, from the Apple / Mac App Store, and that's where the problem starts. Once HP Smart is installed, it won't recognize the printer and I can go no further with the set up.

So, I have to assume that if HP Easy Start immediately recognized the presence of the printer, the USB cable and connection are o.k. Trying to add the printer manually via the Mac System Preferences / Printers and Scanners utility, I can see the printer and "install" it, using a default PCL driver, however it shows IDLE and won't print anything, again suggesting the USB connection to the printer is o.k.

[Jay_G24]

Please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall HP Easy Start from the provided link.

Hope this helps!

Keep me posted!

[Errin_C]

Hi Jay, unfortunately still no success. I've put together a series of screenshots showing what happens when I start over with the HP Easy Start software, but can't add an attachment to my post. Long story short, I removed the HP Smart files and application as per your advice and then downloaded HP Easy Start again using the link you provided. Once again, HP Easy Start found the printer immediately, as indicated in the screenshot below.

When I click continue however, HP Easy Start directs me to install HP Smart to continue the installation

There does not appear to be any option to skip / bypass the installation of HP Smart.

Once HP Smart is installed it doesn't recognize the printer that HP Easy Start has seen just minutes earlier.

Using the "Set Up a New Printer" option at the top of the HP Smart app, yields the following results.

Any other suggestions?

[Jay_G24]

We have tried all the troubleshooting steps from our end, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to HP Support in your region for further assistance.

Hope this helps, keep me posted!