Trouble connecting with printer on all Mac OS computers with Mojave

[yojango]

Every time I've had to print or scan, I need to reset my printing system. I'm connecting to the printer wirelessly.  This is happening on every computer I own-- 2 MacBooks and a mac mini, all running 10.14.5.   I've tried rebooting the printer, rebooting the network...prior to trying resets, I also tried deleting and reinstalling the printer from system preferences. When I try to scan, either the scanner isn't showing up, or I've gotten a -9923 error (current).  When I tried using HP Utility to connect to the printer, I got the message "unable to communicate with selected device."   I called Apple and they told me that I've tried everything they would try.  I hope someone can help.  Thanks. 

[TEJ1602]

@yojango, Welcome to HP Support Community!

Are you able to print from your computer?

Are you able to make photocopies on the printer?

Update the printer firmware

HP regularly releases new printer firmware versions with product enhancements or issue fixes. Depending on your printer, apps on the printer control panel might also receive updates. Update firmware and apps on a regular basis to make sure you are getting the most out of your printer. Refer to this link for help.

If the printer is connected wireless to your Mac, try the following troubleshooting steps-

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Restart your printer and the Computer
• Try Scanning.

Let me know the outcome.

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!

[yojango]

Thank you for your reply.  In answer to your questions, I can print as long as I reset the printer and  re-add the printer before I try; same with scanning.  It seems to work one time; the next time I try to connect to the printer, my computer can't find it on the network; neither can the HP Utility app.  

Regarding your solutions, it seems that there is no firmware available when I searched for software/drivers.   (FYI, tried the eprint method, but got the error message "couldn't connect to server".).   

I was able to connect to the printer using the IP address, and clicked on General but couldn't find a place to select "IPv4 only".  No such options existed under network/General, at least that I could find. Couldn't find one anywhere else either. 

By the way, even though neither Image Capture or the HP printer driver can find the printer, on the Printer's URL it says "Ready" and "Connected".  

[TEJ1602]

@yojango

Try to add your printer to HP Easy Scan.

• Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.

• Run Apple Software Update: Click the Apple menu , click System Preferences, and then search for and install any available updates.

Try scanning.

Hope this helps.

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!

[yojango]

The "check for updates" option doesn't appear on the Easy Scan pull-down for me.  The printer does show up in the easy scanner window, but when I try to scan, I get the error message "an error occurred while communicating with the scanner." 

[TEJ1602]

 @yojango

Is there any antivirus/security software installed on your computer?

Also, perform a ping test that helps us isolate the issue. Follow the steps below:

1. Obtain the IP address of the printer by clicking on the Wireless icon  on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost

Note: There should be 0% packet loss

Keep me posted for further assistance. 

[yojango]

100% packet loss. 

[atharva_gp]

@yojango,

• Do you use any WiFi Extender for the Router?
• How far is the Router in relation to the Printer?
• The WiFi Router that you have is that a dual-band(that has both 2.4GHz and 5GHz networks)?
  • If it's a dual-band, do they have the same name for the 2.4GHz and the 5Ghz networks?

The printer that you have is compatible only with the 2.4GHz network. If you have a dual-band Router with the same name then there could be connectivity issues.

Differentiate the 2 networks by providing them separate names. Connect the printer to the 2.4GHz network only and observe the printer.

You can also try these:

1. Update the Router Firmware

2. Apple devices use bonjour packets for communication within a network. If this service(mDNS) to forward the bonjour packets is not enabled on the router, then it can also cause connectivity issues. Ensure the mDNS/forwarding bonjour packets feature is enabled.

Please try the above and let me know what happens.

Cheers!!

[yojango]

Hi- 

I do have a wi-fi extender. 

My router is also dual band.  It has been updated.  The router model is Netgear R6400. I don't see any choice regarding mdns/forwarding bonjour packets in the router settings. 

The printer is four feet from the router and connected to the 2.4g network. 

I have separate names for each network, including extended networks. 

I checked attached devices; HP printer connection is "allowed" by my router. 

No settings have changed since my printer stopped working on this network. 

Although none of my computers seem to be able to print right now, the computer that I did the ping test with is connected via ethernet. 

Thanks,

Jeff

[atharva_gp]

@yojango,

Make sure that the printer is connected to the main Router, not the extender.

Turn off the WiFi extender and try printing.

Let me know what happens!