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‎01-25-2022 05:54 PM

HP Recommended
Product: HP OfficeJet Pro 9015e All-in-One Printer
Operating System: macOS 10.14 Mojave

I have a new 9015e and after setting it up per directions, it is not working well at all. The main problem is it won't scan a document, but just says "cant connect to scanner". It sometimes will switch to "offline", but even when it says "ready"  it says it "couldn't connect". I am using a google mesh wifi router and my printer is 3 feet from the main hub. I ran the diagnostic tool and it didn't give me any information.

 

In addition to not being able to scan the HP smart software is painfully slow! It takes minutes to open it, if it doesn't freeze up,  just to print a document.  I don't know if this has to do with the HP+ I signed up for, but its not functional for me at this speed.

 

I spent an hour waiting on online chat last night before giving up. Tonight I was finally transferred to the mac help person and then was hung up on! I'm pretty close to returning this printer and going back to Epson, but wanted to try one last attempt here to see if I could get help for hopefully a few easy fixes. 

Category:
1 REPLY 1

‎02-07-2022 07:33 AM

HP Recommended

@Cumby

 

Welcome to the HP Support Community.

 

Are you able to copy?

 

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

 

Update printer firmware

Update software on Mac 

 

 

Remove and add the printer

 

Click the Apple menu, and then select System Preferences.

Depending on your operating system version, click Print & Fax, Print & Scan, or Printers & Scanners.

Click the name of your printer, click the Minus sign and then delete the printer.

 

 

Click the Plus sign and then click Add Printer or Scanner.

Click the Use or Print Using box, and then select AirPrint

 

 

Click Add to add the printer to the list.

 

Try to print.

 

Keep me posted for further assistance.

 

Let me know if this helps.

 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

 

Thanks!

 

Have a great day!

 


I am an HP Employee

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