Trying to find correct driver

[Davwhite]

I am having big problems trying to print more than one copy of a Word doc. The driver update page says support goes to ver 10.15.

I have Big Sur ver 11.4 on my MacBook Air 2017 and have spent, today, one hour with Microsoft support and the other day one hour with HP support. Each have said it is the other persons fault.

So does HP support Big Sur?

[Jay_G24]

 Hi @Davwhite,

I'd like to help!

Try the below suggestions -

1. Uninstall HP Smart -Please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder
2. Try updating mac/ios and printer firmware
3. Install HP Smart from the APP store  

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 
 To update Mac, try these steps - How to update the software on your Mac

If the issue persists,

• Download HP Easy Start and follow the on-screen to complete the installation. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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 

[Davwhite]

Thanks Jay,

Deleted HP Smart, tried to update printer but was told i have the latest.

It said there was a firmware for me, but I am stuck here.

I have the HP Firmware update window open, the printer is listed but there is a wheel going around in the borrow right corner which I think is keeping the continue button greyed out.

I tried to select the printer and when I did the continue button lit up but the wheel was still there turning. I pushed continue and received this message.

Cannot update device

The Firmware Updater does not contain upgrades for your device.

In the meantime here is the reply Microsoft gave me....

"

There's not much Microsoft can do. Applications (all of them) tell the operating system there's something to print, and then the operating system takes over and uses the printer driver (part of the operating system) to do the actual printing. Microsoft and application developers have little control over the process once the operating system is given the content to print."

Today I tried to print a PDF file and got the message "The document could not be printed" and the next said "There were no pages to print" even though I selected current page and 3 copies.

[Jay_G24]

Were you able to install HP smart or HP Easy start?

Let me know!

[Davwhite]

Yes I re installed HP Smart. Today I tried to print a pdf on file through the printer and received those messages I mentioned before. I opened up HP Smart and was able to print multiple copies from there. Back to Word and was only able to print one copy when I requested three.

As a footnote: I have no trouble with my iMac, just the Macbook Air 2017.

And both machines show the driver as Version 3

[Jay_G24]

Add the printer in macOS with AirPrint

To set up an HP printer with AirPrint, add the printer to the print queue in System Preferences.

Make sure the printer is connected to the Mac or to the same Wi-Fi network that the Mac is connected to.

1. • USB connection: Connect the cable to the USB port on the rear of the printer  and to an available port on the Mac.

   • Wi-Fi connection for printers with control panel menus: On the printer, select the Setup, Network, or Wireless menu, select Wireless Setup Wizard, and then follow the instructions to connect the printer.

   • Wi-Fi connection for printers without a control panel menu: Press and hold the Wi-Fi button  for three seconds until the Wi-Fi light blinks. Press the WPS button on your router, and then wait while the printer connects to the network.

     If your router does not have a WPS button, download the HP Smart app on your Mac or mobile device, and then follow the instructions in the app to set up your printer on the Wi-Fi network.

   • Wired (Ethernet) network connection: Connect the network cable to the printer Ethernet port  and to an available port on the router or access point. At the printer port, the green light should be steady and the orange activity light should blink.

2. Open the Apple menu , click System Preferences, and then click Print & Scan or Printers & Scanners.

3. Look for your printer in the Printers list.

   • If your printer is listed, remove the printer before you add it with AirPrint. Click the printer name, click the Minus sign , click Delete printer, and then click the Plus sign  to open the Add window.

   • If your printer is not listed, click the Plus sign .

4. In the Add window, select your printer, and then select AirPrint or Secure AirPrint in the Use field.

   

5. Click Add to complete the setup.

Let me know if this helps!

[Davwhite]

I deleted the printer and the fax printer. I added my printer and selected Secure AirPrint in the Use field.

I selected a Word doc, selected print and asked for 3 copies.....One copy only came out

[Jay_G24]

Could try printing from other applications?

[Davwhite]

I can print 2 copies of a pdf file through HP Smart

I can print 2 copies in TextEdit

In Google Chrome I can print 2 copies.

This is telling me that it is a Microsoft Word problem, but I don't have this problem on my iMac

[Jay_G24]

Seems like an application issue.

Would you abe to reach the Microsoft assistance?

Hope this helps!