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Solved!

Not able to re-install HP laserjet software

HP Recommended
Macbook air
macOS 10.15 Catalina

My printer was not printing today and kept saying connecting to printer when I was trying to print documents. I tried to follow some steps I saw on the HP website. I deleted my printer drivers and tried to re-install the software using HP easy start.  My printer comes up but it says we were not able to automatically locate any software options for this product. Please go to the HP website and search for solutions there.

 

My printer is the colour laserjet pro MFP M282-M285 model

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HP Support Agent
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@osayuki24

 

I understand your concerns and I would like to help. We need to check few details first and we could try adding the printer as Airprint

 

- Do you have any Anti-virus software installed on your MAC? If you do, please deactivate it for now.


- Ensure the printer and the MAC are connected to the same wireless network.
-Note:- This printer supports only 2.4GHz network. Do not connect it to 5 GHz Network incase your Router supports both 2.4 and 5 GHz
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, then 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.

 

Please check with your Internet service provider if your router is able to forward 'Bonjour packets'. This is very important

 

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.

 

Also 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 touching the wireless icon on the printer display or by printing a Network Configuration Page

 

Next ensure your Mac and Printer have the latest updates

 

Printer Firmware: https://support.hp.com/in-en/document/c02919168

 

Mac update: https://support.apple.com/en-us/HT2015

 

After checking all those details and if the Ping Test is successful, Remove and Re-add the printer using Airprint. AirPrint is an Apple technology that helps you create full-quality printed output without the need to download or install drivers.

 

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

4.) Click the plus sign , click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

Select AirPrint from the Use menu

 

6.) Try to print

 

Let me know how it goes😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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Hello @KrazyToad thank you for your reply. I tried to do the ping test but it says network utility has been deprecated. I tried to follow some other steps online but I was not able to do it. Are you aware of another way I could do it? Also I'm not sure if my router is using 2.4 or 5 Ghz, but the printer was working before so I assume the connection was fine. 

I don't have any antivirus software installed on my mac.

 

The issue I was having after I posted this was when I pressed print, it would say 'connecting to printer' and not print my documents. I managed to add my printer to the printer devices list. 

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@osayuki24

 

Thanks for keeping me posted

 

 If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, then 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 and then connect the printer to the 2.4GHz

 

KrazyToad
I Am An HP Employee

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My router is using 2.4Ghz. It’s not a very new router so it’s not dual. What would you advise me to do now to fix my printer to print documents please? It was working before so I don’t know why it just says connecting to printer. 

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Try using the HP Smart App and let me know if that helps

 

Link: https://support.hp.com/in-en/document/c06188214

 

Thank you

KrazyToad
I Am An HP Employee

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I was able to set up the printer on the hp smart app. The issue I was having is that it doesn't print now and keeps saying connecting to printer. 

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Try restoring the printer back to Factory Settings and then set it up again

 

1. From the Home screen on the printer control panel, swipe until the Setup menu displays. Touch the Setup icon to open the menu. 2. Scroll to and select the Service menu. 3. Scroll to and select Restore Defaults, and then touch OK. The printer automatically restarts.

 

If the issue persists please reset the printing system on your Mac https://support.hp.com/in-en/document/c01371980

 

Thank you

KrazyToad
I Am An HP Employee

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Thank you, I restored defaults and it's printing now!

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I'm glad you got this issue sorted out

 

Drop us a message anytime you need help ☺️

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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