USB connection not working

[uguesswho]

Hi, I just purchased my HP Ink Tank 115. I followed the set up manual and installed HP Smart on my macbook but when I try to “set up a new printer” and connect my printer via USB connection, it does not connect. I tried to reinstall the drivers and apps, I even tried to unplug and plug the USB cable to the port multiple times but still it does not connect. I tried to contact HP support too on whatsapp, but they weren’t able to help me at all. Does anyone know how to fix this problem? Can anyone please help me resolve this issue? Huhu

[Jay_G24]

Hi @uguesswho

I'd like to help!

To assist better -

Try the below suggestions -

1. Uninstall HP Smart 
2. Try updating mac/ios and printer firmware
3. Install HP Smart from the APP store 
   Try updating mac and printer firmware
    
   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

Also, try

Make sure the cable is directly connected between the Mac and the printer.

The use of a USB hub is not recommended.

Also, make sure the cable is connected to a USB 2.0 port on your Mac. Do you have an Anti-virus/firewall installed on the Mac? If yes, disable the same for time being.

You may check this in System Information > Applications. •    Check if the printer is getting recognized by your Mac:

1.    From the Apple menu, choose About This Mac

2.    Click System Report.

3.    Under the Hardware heading on the left side of the System Information window, click USB. USB 3 devices appear under USB 3.0 Bus, and USB 2 devices appear under USB 2.0 Bus. The printer should be under the USB 2.0 Bus

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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