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‎12-06-2018 05:19 AM

HP Recommended
Product: hp officejet 7612
Operating System: macOS 10.14 Mojave

since installing mojave on my macbook air, my hp printer has stopped working wirelessly.  i have downloaded easy start and tried to install the software but as it proceeds it states no devices detected.  The printer will  also not work with air print.  i spent several hours on the phone with apple but after everthing they tried, they stated it was a hp printer software issue.  Does anyony have any fixes?  thanks 

2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎12-10-2018 09:35 AM - edited ‎12-10-2018 09:37 AM

HP Recommended

@63PETER

 

Thanks! It looks like there are no packet loss during the ping test. Temporarily disabling Firewall, McAfee and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

Please ensure that the printer is up to date with its firmware and Mac is up to date with it's software. If you are unsure you may use the links below to update the printer and Mac software:

Update printer firmware

Update software on Mac

 

1.) Disable McAfee

2.) Use the steps available here to temporary disable firewall

3.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

4.) 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.

5.) 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.

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

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

Select AirPrint from the Use menu

 

8.) Try to print and scan.

If you are able to print and Scan, then re-enable McAfee and Firewall.

Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
5 REPLIES 5

‎12-07-2018 05:18 AM

HP Recommended

@63PETER

 

A warm welcome to HP Forums! This is a great place to get support, find answers and tips to your technical queries.

I understand your Mac is not able to recognize the wireless printer and I'll be glad to help you out. However, for an accurate solution, I would need more details:

The wireless light on the printer is it steady or is it working?

Do you have any antivirus software installed on your Mac?

What's the make and model of your WiFi router?

Approximately how far is the printer located from the WiFi router?

Could you also 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 touching the wireless icon on the printer display.

Senan6806


I am an HP Employee

Was this reply helpful? Yes No

‎12-08-2018 04:57 AM

HP Recommended

in response to your questions

 wireless light is steady

anti virus software is mcaffee total protection

wifi router is BT Hub

printer is 1 metere from router

ping test below

 

PING 192.168.1.93 (192.168.1.93): 56 data bytes

64 bytes from 192.168.1.93: icmp_seq=0 ttl=255 time=10.154 ms

64 bytes from 192.168.1.93: icmp_seq=1 ttl=255 time=4.712 ms

64 bytes from 192.168.1.93: icmp_seq=2 ttl=255 time=5.064 ms

64 bytes from 192.168.1.93: icmp_seq=3 ttl=255 time=4.832 ms

64 bytes from 192.168.1.93: icmp_seq=4 ttl=255 time=5.774 ms

64 bytes from 192.168.1.93: icmp_seq=5 ttl=255 time=6.066 ms

64 bytes from 192.168.1.93: icmp_seq=6 ttl=255 time=7.513 ms

64 bytes from 192.168.1.93: icmp_seq=7 ttl=255 time=5.301 ms

64 bytes from 192.168.1.93: icmp_seq=8 ttl=255 time=11.344 ms

64 bytes from 192.168.1.93: icmp_seq=9 ttl=255 time=8.143 ms

 

--- 192.168.1.93 ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 4.712/6.890/11.344/2.218 ms

 

also please note that i have macbook operating el capitan, 5 ipads and 5 iphones using this printer sucessfully over wifi etc.  it is only since upgrading to mohave that my macbook air will not print wirelessly.  while on phone to apple for over 2 hours they tried everything to get printer to be recognised but in the end they stated it was a hp software issue.

Was this reply helpful? Yes No

‎12-10-2018 09:35 AM - edited ‎12-10-2018 09:37 AM

HP Recommended

@63PETER

 

Thanks! It looks like there are no packet loss during the ping test. Temporarily disabling Firewall, McAfee and then setting up the printer with Apple AirPrint may resolve the issue. Let's try these steps:

Please ensure that the printer is up to date with its firmware and Mac is up to date with it's software. If you are unsure you may use the links below to update the printer and Mac software:

Update printer firmware

Update software on Mac

 

1.) Disable McAfee

2.) Use the steps available here to temporary disable firewall

3.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

4.) 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.

5.) 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.

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

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

Select AirPrint from the Use menu

 

8.) Try to print and scan.

If you are able to print and Scan, then re-enable McAfee and Firewall.

Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

Was this reply helpful? Yes No

‎12-10-2018 04:14 PM

HP Recommended

hi your solution appears to have solved the problem.  many thanks 

Was this reply helpful? Yes No

‎12-11-2018 05:56 AM

HP Recommended

@63PETER

 

You are welcome 🙂

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day!

Senan6806


I am an HP Employee

Was this reply helpful? Yes No
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