Print Queue Stopped (Mac)

[vchat]

I just bought the OfficeJet 5258 to use with Mac running on Catalina. Currently, I am able to send a job to the queue, but it is stopped automatically. It was a long process to even get the printer added to the System Preferences to begin with because doing it from "Printers & Scanners" - where it was discoverable via Bonjour with AirPrint would result in a "unable to communicate with the device" error. Downloading HP Easy Start and the latest Firmware also resulted in the same. I was finally able to install the Printer via HP Smart app steps - and this is the only way to get the printer to show up in the System Preferences. But even in HP Smart app says "Printer Status Unknown." I have tried powering down and restarting everything: computer, printer and router. I have checked that the computer and printer are on the name Wifi network and not on an extender, and the USB is not connected. I have installed and uninstalled HP Smart and HP Easy Start - HP smart seems to at least register the printer is there but can't send print jobs. All jobs show up in the queue, but are automatically stopped. Resuming the job does not help. I have used Network Utility to ping the printer and it showed up fine. I have taken down the Firewall and it is still set to allow incoming from HP Smart... can anyone provide assistance with setting up this printer? Thank you very much. 

[vchat]

And I have also Reset Printing System a number of times too. Thank you to anyone who can shed light on this mystery!

[Jay_G24]

Hi @vchat,

I'd like to help!

et's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there any antivirus software installed on your Mac?

5.) Could you 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 selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

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. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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