MACos Printing Issues

[harveyl99]

Hi,

I hope someone can help here.

I am using a Smart Tank Wireless 5100 printer. Up until about a few weeks ago, I could print fine from iPhones, Windows 10 and a MacBook Air (12.x code).

I  saw a few issues in as much as some prints weren't appearing. So long story short, after upgrading the printer s/w everything except the MacBook Air could print -the print job goes into the print queue then goes down a black hole. I  just could not get it to work, so perhaps foolishly, I then upgraded the MacBook to MacOS 14.4.1. No, I didn't check the support matrix first!! My fault! Anyway, after upgrading the printer and MacBook I am still in the same position...all devices except the MacBook Air work. The MacBook Air shows the same issue that I saw in version 12.x.

However, I can print files from the MacBook Air if I print from HP Smart....but thats really long winded and a pain.

I am using s/w version LWP1CN2403AR on the printer.  

When will HP support this printer on Sonoma. Although, since the same problem happened on 12.x, is that the issue ? 

I am confident that its not a network issue as everything worked previously and I can still print, its just the Airprint that does not work. 

Thanks for any pointers.

[harveyl99]

I should have mentioned that I think the problem became worse after i ugraded the printer firmware.  From what I've seen on looking through the support sites it looks as if I cannot downgrade the printer code. Is this correct ? If I can downgrade it, could someone tell me where I can find old code and the best way to install it, bearing in mind that everything appears automated now  - i guess that's progress !!

Thanks again

[A_Gayathri]

Hi @harveyl99,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've encountered some frustrating issues with your HP Smart Tank Wireless 5100 printer, particularly regarding printing from your MacBook Air after upgrading both the printer firmware and your MacBook's operating system. Let's try to troubleshoot this.

• Check Compatibility: As you mentioned, it's possible that the compatibility issue lies with the macOS version. Sometimes printer drivers need to be updated to work with the latest macOS versions. Check HP's official website for any updates or compatibility information regarding your printer model and macOS Monterey.
• Printer Firmware: Since you mentioned that the issue seemed to worsen after upgrading the printer firmware, it's worth exploring whether this update might have caused compatibility issues. Unfortunately, if downgrading the firmware isn't supported by HP, you might not be able to revert to a previous version. Update the firmware on an HP printer
• Network Connectivity: Even though you believe it's not a network issue, it's still worth double-checking. Make sure your MacBook Air is connected to the same network as the printer and that there are no connectivity issues. Sometimes, resetting the network settings on both the printer and the MacBook Air can help resolve connection issues.
• Alternative Printing Methods: While printing through HP Smart might be cumbersome, it's a workaround for now. You could also explore other printing options, such as connecting the MacBook Air directly to the printer via USB compatible with your printer model. 

Refer to this document:  HP Smart Tank 5100 All-in-One Printer Series User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[harveyl99]

Hi Gaya1239,

Many thanks for your response, however, please seem my comments below.

Firstly, there should be no need to install printer drivers as I am using Airprint. This works from Windows and an iPhone, but as for MacOS...there's the problem.

I have spent a lot of time trawling the internet and the HP support site for any mention of alternative s/w for this printer. The only option is to upgrade ie:- no mention of previous releases. I  am really surprised and not at all happy that this is the case, but if anyone knows how to downgrade a Smart Tank, please reply.

Network connectivity is fine, otherwise printing from HP Smart wouldn't work. if ever a product was inappropriately named, this is it.  What i found, was that when printing from the Mac, the red cross on the front panel flashed once and then stopped. Usually the red cross would flash when a print is starting. To me, this confirms that the network connectivity is fine, but there is some negotiation happening between the Mac and the printer that is failing. I have removed and set up the printer in MacOSseveral times and I've reset the printer back to factory defaults, neither helped.

Printing from a USB cable is not practical here I'm afraid, and how can you print a web page using HP Smart. I'd guess that you'd have to save the page to a file and then use HP Smart to print that file. A workaround maybe but again not practical.

If I can't downgrade the printer then I may have to look at downgrading the MAC, which although its doable will be a pain. But, I did see the issue after upgrading the printer so I'm reluctant to go down this route.

Many thanks

[A_Gayathri]

Hi @harveyl99 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[harveyl99 · Accepted solution]

Hi Gaya1239,

I logged a call with support and they gave me some info which did help.

As you are probably aware there is no option to downgrade a SmartTank 5100 with an older rev of code. This still annoys me. Anyway, support suggested that there were issues with Sonoma s/w, so I looked online  I didn't find anything that matched my scenario but I looked again at the printer installation options on the MAC. I chose an option on the MAC to enter the print details such as the IP address and state that AirPrint should be used, rather than the default option of selecting the printer...and this actually fixed the issue.

I definitely did not need to do this previously, so Sonoma has definitely brought changes to printing from a MAC.

So all good now thanks.

Regards