Stuck on gathering device information

[curenf2]

I am currently having a problem with HP Easy Start.  I have had my Photosmart 5510 All-in-One for years and all has been working fine, however, recently I changed my internet provider to local wireless and got a new desktop computer set up. I wanted to hook up my printer wirelessly so I googled and found that HP Easy Start was the new way to do that.  I. went through the whole process, boom, yes, very easy.

But after maybe two weeks suddenly the computer was not detecting the printer. I thought, ”oh, I'll just go through that Easy Start again.”  however this time it doesn't seem to be working for me.  It's remaining stuck ón the ’gatherińg device information’ screen. Just the blue circle spinning. I searched for that issue in the support forum and found someone with the same problem. I then. went through the steps given that solved his, but it didn't solve mine.  

By going into System Preferences >Printers/Scanners and choosing the printer is the ONLY way I can use the printer right now.  That doesn't give me the scanner software through and it's certainly not wireless..   Right now I can only print with my USB to the computer but I cannot use the scanner at  all.

Attached is what worked for him but doesn’t work  for me, Please  help.    

[TEJ1602 · Accepted solution]

@curenf2, 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.

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