9010 Printer Connectivity - macOS Big Sur

[Sally80]

Hello,  I'm having trouble with my 9010 printer.  It works once then I have to reboot my router and the printer for it to work again.  Sometimes it will work a few times in a row but having to reboot the system repeatedly  is just unacceptable.  I've tried reinstalling it, looking for conflicting software on the computer, removing an extender from my network.  This is just so frustrating and I'm out of ideas for things to try other than taking it back and getting a different printer.  The print queue states that it is searching for the printer.  The printer indicates that it is connected (blue light is on).

[TEJ1602]

@Sally80, Welcome to HP Support Community!

To be able to assist you better, 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 “Accepted 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!

[Sally80]

Here are the answers to your questions.  I'm not super-techy (normally just enough to get myself in trouble) but I'll do my best.

To be able to assist you better, I would like to know the following:

• 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?  About 2" max
• Is there any antivirus software installed on your computer?  I had MacKeeper and I uninstalled it to see if that would fix the problem - it didn't.
• 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.

  sallyfisher@Sallys-MacBook-Pro ~ % ping -c 3 192.168.1.4

  PING 192.168.1.4 (192.168.1.4): 56 data bytes

  Request timeout for icmp_seq 0

  Request timeout for icmp_seq 1

  --- 192.168.1.4 ping statistics ---

  3 packets transmitted, 0 packets received, 100.0% packet loss

  sallyfisher@Sallys-MacBook-Pro ~ % 

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.  I've submitted a ticket to ask this question.  They seem to be understaffed but will answer me in the next day or so.

I hope this helps you figure out what is wrong.  Thank you for your assistance.

[Sally80]

I believe this situation is resolved and I wanted to share how it was fixed in case that will help someone else.  I won't know for sure until this lasts a few days but I'm optimistic.  I have a Nighthawk AX4300 Router.  When asking them for information about the compatibility of Bonjour Packets and explaining my problem, they suggested I turn off the Smart Connect feature.  It worked like a charm.

1. Launch a web browser from a computer or mobile device that is connected to your router’s network.
2. Enter http://www.routerlogin.net.
Login window displays.
3. Enter the router user name and password.
The user name is admin. The default password is password. The user name and password are case-sensitive.
The BASIC Home page displays.
4. Select Wireless.
The Wireless Setup page displays.
5. Clear the Enable Smart Connect check box.
6. Click Apply.

Thanks very much for your help.