MacOS Mojave and Envy Pro6420: Installation Status "Not Installed", but printer is installed

[gavvinti]

I have purchased my first HP Printer, it's an Envy Pro 6420. I've installed HP Smart and trying to Setup a new printer, the process never finishes, it always gets interrupted while configuring the wireless connection. I've tried removing and re-installing HP Smart to no avail.

The bizarre thing is that the printer seems actually installed as I can print through it and I can access it's web management interface. Through this latter I've updated the firmware to the latest version. Yet the scanning operation via HP Smart gets stuck if try.

The other bizarre thing is that if I go in Printer Setting in HP Smart, it says: Installation Status "Not Installed". What does this mean ? What am I missing ? Might it be that HP Smart is reaching the printer via WAN instead of locally via the LAN ?

For information, my Mac runs Norton 360 security suite, but there's no appearance of the printer in its logs, nothing is blocked, the printer communicates both with the LAN (as I can reach the web admin page) and the WAN (as I can see it from my mobile phone as well).

[gavvinti]

I see this topic is quite discussed for Windows (where the usual suggestion is to re-install), but none is incurring this on MacOS ?

[gavvinti]

Just updated to HP Smart 5.6.1 (545) but it didn't help. 

Still "Not installed" and Scan operations don't work.

[Kumar0307]

@gavvinti, Welcome to the HP Support Community!

For assistance with first-time printer setup, click here.

Disable Norton for a while and check if that helps.

• Make sure the printer and the MAC are connected to the same wireless 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.
• 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.

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.

Hope this helps! Keep me posted. 

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

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Have a great day! 

[gavvinti · Accepted solution]

Hi Kumar,

thanks for reaching out. Unfortunately this sounds like a standard answer which doesn't take into account what I wrote in my original post. I said that I could reach the printer's web admin page, so of course the printer is correctly connected to my wifi and I can ping it. I can also print to it.

My problems came only with the experience via HP Smart which, I clarified meanwhile, actually was reaching the printer via the WAN interface seen it as a remote printer, not a local one.

Never mind though, a further attempt after uninstalling HP Smart, reset the printer to factory presets and re-installing everything went fine this time.

[Kumar0307]

@gavvinti

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!