Printer fails to connect to MacBook after upgrading to MacOS 13

[RogerH5905]

I recently installed the latest MacOS on my MacBook Air and tried printing to my HP Envy Printer. Printing failed.

Have been through troubleshooting with Apple support:

 removing and re-adding the printer

 rebooting the print system and

 rebooting the SMC.

Nothing has resolved the problem.

Printer is attached to the WiFi correctly and printing from both iPad and iPhone on the same network works successfully. 

Printer has the latest firmware installed (2024AR). 

Any ideas where to go from here?

[sandytechy20]

@RogerH5905

Welcome to the HP support community.

I understand that you are getting connectivity issues between your printer and Mac, I am glad to assist you.

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 an antivirus software installed on your Mac?

5.) Could you perform a ping test  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.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.
2. type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear .

Share the ping test results.

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. 

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers. 

[RogerH5905]

Sorry I missed this message, I am on holiday until 31st December so will be unable to check these tests until the coming weekend. 

[sandytechy20]

@RogerH5905

Yes, you can try these steps at your leisure and let me know how it goes.

[RogerH5905]

I have checked the items you suggested:

The MacBook and Printer are connected to the same network name but printer is on 2.4G and computer on 5G.

The router has both 2.4G and 5G wireless networks. 

The router and computer are in separate but adjacent rooms. Both networks have same network name.

Mobile devices (iphone and iPad) connected to 5G network print successfully to printer on 2.4G network.

Ping to the router IP address results in all packets lost. 

There is no anti virus software installed.

[sandytechy20]

@RogerH5905

If a ping to the router IP address results in all packets being lost shows it is a connectivity issue.

Make sure Mac is connected to the same band as other devices which are working fine with the printer.

Keep me posted.

Cheers.

[RogerH5905]

Thanks for your advice again. All devices I use are connecter to 5G band with only the printer on the 2.4G band. Two devices were printing successfully and only one wasn't.

The router does not allow me to have different SSID for the 2.4G and 5G bands and I struggled to force the connection of one device onto the other band. (Beyond my technical know-how).

This morning, as part of my efforts to force new IP addresses onto my devices I rebooted everything and restarted router, followed by MacBook, followed by printer. The devices still remained on the same WiFi bands as described above but now the MacBook can see the printer and I am back up and running. 

I guess the old adage still stands - if all else fails turn it off and turn it on again!

Thank you so much for the help you have given me in this matter. 

[sandytechy20]

@RogerH5905

Good to know that issue is resolved.

Feel free to contact us in the future if you need any assistance.