Printer not working since Mac Pro updated to Catalina 10.15

[kjarlo]

Has anyone else had an issue with their Office Jet Pro 6978 not working properly since updating to Catalina 10.15 on their Mac?  All I have seen online is releases about the scanner not working to the Mac properly.  Prior to the Catalina update on my MacBook Pro my printer was working fine, air print, scan, everything no problem.  Now it will only print but it takes an extremely long time for the printer and laptop to talk to one another.  I have uninstalled and reinstalled many times.  Sometimes the reinstall works for 1 day, then the next day it's back to acting up again.  I have reset the printer, everything.  On my mac I have under the system report, there are 2 hp programs that have been mysteriously disables, but no way of knowing when or anyway to do anything with them.  I have also investigated my network and opened all ports already for the printer in case it was a network issue,.  Anyone have any ideas? 

[TEJ1602]

@kjarlo, Welcome to HP Support Community!

To be able to assist you better, I would like to know the following:

• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• Is there any antivirus software installed on your computer?
• 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.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[kjarlo]

Let me remind you before answering all your questions, the only adjustment made was updating my mac software to Catalina 10.15.1, nothing else.  No changes to hookup, moving of equipment (routers or printers).  Prior to updating my the iOS software everything worked beautifully, so with that said let me answer your questions.

1) yes both hooked to same network and show up as active on same network

2) dual band is 2.4 GHz

3) distance between router and printer is roughly 20', which is the same when it worked with no issues.

4) no antivirus software 

5)  ping test:  10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 7.771/16.167/21.482/4.359 ms

6) I would prefer to send you the screen shot directly rather than advertise it over the internet

7) yes it does allow for Bonjour Packets, which those ports have been opened previously.  As mentioned before, this all worked perfect prior to iOS update

8 - I noticed others having issues since Catalina update, is this the same issue?

9) I was able to download HP Smart and work from it, but it still takes a while for my MacBook to "find" the printer.  I don't think this is printer or wifi issue.  I believe it's an Mac iOS issue based on how my Mac is running.  When I boot my Mac up in and run Windows, the printer runs beautifully, IT IS ONLY in iOS and SINCE the update.

[Kumar0307]

@kjarlo

Thank you for the detailed response. Are you using a parallel OS on the MAC? 

If the issue occurred only after updating macOS,  this could be a possible issue with the macOS Catalina.

Let us update the printer;s firmware to the latest version and check for any pending software updates on the MAC

Update the printer firmware

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Also, restart the network devices

1. Turn off the Router, Printer, and the computer/ mobile devices.
2. Wait for 60 seconds.
3. Turn on the Router first and wait for all the lights to stabilize.
4. Turn on the printer and allow it to configure itself.
5. Turn on the computer/ mobile devices.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[kjarlo]

Like I said before, I believe this is a Mac issue w/ Catalina.

I am running Windows through Bootcamp on my MacBook.  When I start my system up, I hold down the Option key and Bootcamp allows me to choose to open in Windows or Macintosh.  I have certain work software programs than only run with Windows which is why I utilize this option on my MacBook.  

I tried updating the firmware running the Hp Smart app in both Windows and Macintosh and both options gave me back "Network Error" for why the firmware couldn't be updated.  All appropriate ports are open for Bonjour and my printer's port to pass through.  

I have done the shutdown option at least a dozen time.  Still nothing.

[Kumar0307]

@kjarlo

HP does not recommend using the Bootcamp feature on the MAC. It may affect the printer functionality. If the issue persists, please contact our HP Support team for further assistance:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

[kjarlo]

I used Bootcamp for a year and a half with zero issues so I fail to see how Bootcamp would be the issue.  Again, I think you misunderstand, I have had this printer and laptop for a long time with ZERO issues until the software update. This is not a Bootcamp issue otherwise I would have had issues when I installed Windows with Bootcamp over a year ago, which I had none. 

[Kumar0307]

@kjarlo, I understand the issue started only after the MAC update. As we have tried all the possible troubleshooting steps and the issue persists, Kindly contact HP Support for further assistance on this issue.

[rogerisl8]

I have exactly the same problem.  OS update to my Mac not scanner does not work.  Mac internal software finds and can scan but HP easy no longer works.  Checked for updates, none needed.  AND YES IT IS PLUGGED INTO THE WALL.  I hate when support will only read from your support pages and no one at hp will actually solve the problem

[rogerisl8]

I have the same problem with no bootcamp running.  Worked for years now no working.