07-12-2019 10:17 AM
My MacBook Air can no longer print to the my HP Envy 7645 printer. I followed the instructions on the HP website to remove the printer, delete all the old HP folders, and download the Easy Start and Firmware files...but whenever I go to the Easy Start menu to add the Printer back in, it never finds/detects anything - so I can't make progress. I also tried adding by IP address and that does not seem to work either.....
Printing to the printer from mobile phones and Windows OS PCs works fine.
Solved! Go to Solution.
07-15-2019 11:27 AM - edited 07-15-2019 11:27 AM
@MtnVa, Welcome to the HP Support Community!
Check the connectivity between the printer and the MAC.
Make sure the printer and the MAC are connected to the same wireless network.
This printer supports only 2.4GHz network. Also, check the distance between these devices.
Perform 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. If 0% packet lost, proceed to the next step.
Add 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 this goes.
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I am an HP Employee
07-20-2019 09:15 AM
Hi - I tried the Ping test that you recommended (entered in the IP address you asked me to find on the printer), however, the ping test results came back with 100% packet loss. Each ping had a statement along the lines of request timeout for icmp_seq # (where this is a number from 0-8).
Any other suggestions? Thanks again for the assistance!
07-20-2019 02:30 PM
It looks like a 100% packet loss. It's possible that the router is either blocking or not able to forward multicast packets(Bonjour).
Also, make sure the router firmware is updated. Contact your ISP for help.
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. Take a screenshot and share the results.
Also, let me know if there is any antivirus or security software installed on your computer.
Keep me posted for further assistance.
I am an HP Employee
07-20-2019 02:58 PM
I found an issue with the wireless connection point I was attached to. Fixed that, re-ran the Ping test successfully, and was able to install the HP software. Thanks for helping getting me back up and working!