Unable to communicate with printer

[traxmom]

My iMac is "unable to communicate" with HP OfficeJet 5745 e-All-in-One Printer. I used HP uninstaller to completely uninstall the printer from the computer. I also put the printer back to factory defaults and reconnected it to our WiFi network. But when I tried to reinstall the printer on my iMac, the setup wizard could not complete the task. I downloaded the "essential software" the wizard indicated and then when it tried to install the software, it said "unable to communicate with printer". It told me to turn the printer off and on again, which I did, but it continues to give the same error. My son's computer (not a Mac) connects to the printer with no problem. Can anyone help me figure this out?

Our router is the Netgear R6700 Nighthawk AC1750 Dual Band Smart WiFi Router.

[KrazyToad]

@traxmom

I will require few details to be able to assist you better

- Do you have any Anti-virus software installed on your MAC? If you do, please deactivate it for now.

- Ensure the printer and the MAC are connected to the same wireless network.
-Note:- This printer supports only 2.4GHz network. Do not connect it to 5 GHz Network incase your Router supports both 2.4 and 5 GHz
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, then the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Please check with your Internet service provider if your router is able to forward 'Bonjour packets'. This is very crucial

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.

Also perform a ping test using the Mac Network Utility and let me know the results. this will let us know if the printer and Mac are communicatin. Use the printer IP address to perform a ping test, the printer IP can be located by touching the wireless icon on the printer display or by printing a Network Configuration Page

Next ensure your Mac and Printer have the latest updates

Printer Firmware: https://support.hp.com/in-en/document/c02919168

Mac update: https://support.apple.com/en-us/HT2015

After checking all those details and if the Ping Test is successful, Remove and Re-add the printer using Airprint. AirPrint is an Apple technology that helps you create full-quality printed output without the need to download or install drivers.

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

4.) Click the plus sign , click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint or Secure AirPrint in the pop-up menu. Then click Add.

6.) Try to print 

Let me know how it goes😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[traxmom]

Hi KrazyToad, thanks for the reply. I checked all that stuff. Everything is up to date. But the ping test failed. I'll attach the screenshot. Not sure what to do next.

[KrazyToad]

@traxmom

Since the Ping Test failed, the Printer is not communicating with your Mac.

Please restore network settings to default settings. 

1. From the printer control panel, touch Setup and then touch Network Setup.

2. Touch Ethernet Settings.

3. Select Advanced Settings.

4. Touch Restore network default.

5. follow the on-screen instruction.

Next run the wireless setup wizard once again to connect your printer to the same network as your Mac

1. From the printer control panel, touch (Wireless).

2. Touch ( Settings .

3. Touch Wireless Settings.

4. Touch Wireless Setup Wizard.

5. Follow the display instructions to complete the setup.

Perform the Ping Test once again

[traxmom]

When I go into Ethernet Advanced settings, there is no option to Restore to Default or anything like that. And we aren't using an ethernet connection anyway. I did rerun the Wireless setup Wizard (which I have now done many times actually) and it connected to our WiFi network 2.4. But the ping test still fails.

[TEJ1602]

@traxmom

Thanks for replying!

This looks like a network issue. For further assistance, contact your ISP.

Also, you can try bringing the printer closer to the router and if you have any internet security software- disable and try printing.

Hope this helps! Keep me posted. 

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