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deebee412
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Add Printer MacBook Pro OS 10.11 doesn't see printer

MacBook Pro
Mac OS X 10.11 El Capitan

Printers not available in add printer dialogue..MacBook Pro OS 10.11 HP 8610 and HP 251dw

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Add Printer MacBook Pro OS 10.11 doesn't see printer

@deebee412, Welcome to HP Support Community!

 

Assuming that you are trying to connect the devices wirelessly, I would like to know the following:

  • Are the printer and PC connected to the same network?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • Could you 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 selecting the wireless icon on the printer display.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

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.

 

Keep me posted for further assistance.

 

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!

TEJ1602
I am an HP Employee

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deebee412
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Add Printer MacBook Pro OS 10.11 doesn't see printer

  • Are the printer and PC connected to the same network? YES
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? YES
  • What is the distance between the router and the printer? 15 feet
  • Is there any antivirus software installed on your computer? Malwarebytes?
  • Could you perform a ping test using the Mac Network Utility and let me know the results?
  • Printer #1 (251dw):

    Ping has started…

    PING 192.168.1.12 (192.168.1.12): 56 data bytes
    64 bytes from 192.168.1.12: icmp_seq=0 ttl=255 time=100.430 ms
    64 bytes from 192.168.1.12: icmp_seq=1 ttl=255 time=4.405 ms
    64 bytes from 192.168.1.12: icmp_seq=2 ttl=255 time=3.740 ms
    64 bytes from 192.168.1.12: icmp_seq=3 ttl=255 time=7.806 ms
    64 bytes from 192.168.1.12: icmp_seq=4 ttl=255 time=7.559 ms
    64 bytes from 192.168.1.12: icmp_seq=5 ttl=255 time=1.955 ms
    64 bytes from 192.168.1.12: icmp_seq=6 ttl=255 time=4.600 ms
    Request timeout for icmp_seq 7
    Request timeout for icmp_seq 8

    --- 192.168.1.12 ping statistics ---
    10 packets transmitted, 7 packets received, 30.0% packet loss
    round-trip min/avg/max/stddev = 1.955/18.642/100.430/33.445 ms

  • Screen Shot 2019-10-13 at 12.49.29 PM.pngScreen Shot Wireless Window

  • Router D Link DIR 868L has worked with Bonjour for a long time..all my other computers, devices, phones etc have no problem accessing the 8610 and 25dw. Something from my MacBook Pro (10.11) was also fine except that suddenly, about 4-5 months ago, laptop stopped seeing the printers in add printer dialogue, HP start etc. I manually added the printers using ip addresses etc but it is limited. I can't get fax nor scan functions in/out of computer
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Add Printer MacBook Pro OS 10.11 doesn't see printer

@deebee412

 

Thanks for replying!

 

There is a communication issue between the devices, follow the steps below and see if that helps-

  1. Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!
     
  2. Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.
     
  3. Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.
     
  4. Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

Also, you can try disabling the antivirus software and try to add the printer.

 

Hope this helps! Keep me posted. 

 

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!

 

TEJ1602
I am an HP Employee

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deebee412
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Add Printer MacBook Pro OS 10.11 doesn't see printer

Thanks for replying!

 

There is a communication issue between the devices, follow the steps below and see if that helps-

  1. Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks! None that applies
     
  2. Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best. I don't have an Apple Router..I gave you the router brand
     DLink
  3. Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it. 10 feet is too far?
     
  4. Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source. Doesn't apply

Also, you can try disabling the antivirus software and try to add the printer. I'll Give that a try but I don’t think that’s the problem. All my computers and devices are fine with my two hp printers: 2 iMacs 2 MacBook Pros, 3 iPads, 3 iPhones.. the one MacBook Pro is my main work computer.. suspicious of some kind of Apple server conflict within the one computer... I am able to manually enter the IP addresses of the 2 printers and add that way. However neither the add printer process nor the hp set-up software can’t see it in the network. As a result hp scan software doesn’t see the scanner function on the 8610 nor can I add the fax function to the printer list. What software or built in OS X 10.11 function would cause this very unique situation. Can’t see printers through normal process. Can add printer by direct ip entry in system pref printer window. There’s something conflicting the process.

Thanks

DB

 

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Add Printer MacBook Pro OS 10.11 doesn't see printer

@deebee412

 

I would suggest you to try using the Wi-Fi Direct to print. Refer to the document HP Printers - Printing with Wi-Fi Direct for help.

 

Also, contact your ISP and have the router channel changed from 4 to either 1, 6 or 11 for better connectivity. The packet loss is the cause of not being able to add the printer and print to it. Verify if your router is able to forward 'Bonjour packets'. 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.

 

Keep me posted for further assistance.

 

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!

 

TEJ1602
I am an HP Employee

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