09-07-2019 11:45 PM
Grrr! Ever since my Mac OS upgraded to 10.14.6, my HP 8715 printer and scanner will not work. I have been with customer service 3 times and still no fix.
09-10-2019 10:08 AM - edited 09-10-2019 10:09 AM
@1irateuser, Welcome to the HP Support Community!
Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.
- Which application are you trying to print from? Try printing different types of documents.
- How far is the printer located from the WiFi router?
- Make sure the printer and the MAC are connected to the same wireless network.
- This printer supports only 2.4GHz network.
Check the connectivity between the printer and the MAC by a PING test
- Obtain the IP address of the printer by clicking on the Wireless icon on the printer
- On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
- Check the second box that says Send only > 10 pings
- Click on ping > Check the results at the end if any packets are lost
- Note: There should be 0% packet loss, share the results in your next post
Let me know how this goes.
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I am an HP Employee
09-13-2019 02:44 PM
PING data...but the IP address was not correct when I first opened the network utility. After the last dot, the last digits were wrong.
PING 192.168.1.253 (192.168.1.253): 56 data bytes
64 bytes from : icmp_seq=0 ttl=255 time=10.011 ms
64 bytes from : icmp_seq=1 ttl=255 time=82.354 ms
64 bytes from : icmp_seq=2 ttl=255 time=64.073 ms
64 bytes from : icmp_seq=3 ttl=255 time=42.965 ms
64 bytes from : icmp_seq=4 ttl=255 time=9.827 ms
64 bytes from : icmp_seq=5 ttl=255 time=53.121 ms
64 bytes from : icmp_seq=6 ttl=255 time=5.258 ms
64 bytes from 192.168.1.253: icmp_seq=7 ttl=255 time=11.921 ms
64 bytes from 192.168.1.253: icmp_seq=8 ttl=255 time=74.655 ms
64 bytes from 192.168.1.253: icmp_seq=9 ttl=255 time=55.992 ms
--- 192.168.1.253 ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 5.258/41.018/82.354/27.939 ms
09-15-2019 07:16 AM - edited 09-15-2019 07:16 AM
According to the PING data that you have sent, it looks like the IP address of the printer is 192.168.1.253 and it also seems like the printer and the MAC are connected to the same wireless network as the PING test shows 0% packet loss.
To further check to which network your printer is connected to,
- 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 the option key on your keyboard and click the WiFi icon to get detailed information.
- You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot and share it in your next post. Press the space bar when the icon turns into a camera.
Try reinstalling the printer using AirPrint driver
Please ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:
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 in the pop-up menu. Then click Add.
6.) Try to print.
Let me know how it goes!
I am an HP Employee
09-16-2019 12:42 AM
Kumar, thank you for your suggestions. However, a few days ago I gave up on the 8715 and returned it to the retailer where I had purchased it less than 9 months ago. You have been the first HP employee who seemed to know how to diagnose the issue (after contact with 3 others...the 4th disconnected me).
It should not be this difficult to use a printer/scanner. It appears that the HP software was not well-designed. I hope the corporation will rethink its software development. One customer service rep I spoke with actually said, "We don't design for or service printing with Macs." !!!!!
09-16-2019 06:26 AM
Apologies for the inconvenience caused and thank you for the feedback which will be forwarded to the respective team in HP.
You may use AirPrint driver which is recommended to install the printer on the MAC or download HP easy start/HP Smart app from HP Support site
Feel free to contact us with any concerns related to HP products.
Happy to help!
I am an HP Employee