Airprint not working

[Waterloom]

I have had nothing but trouble with this printer. It is supposed to be able to use AirPrint, but that has never worked. An AirPrint load screen pops up, tries to load, and then disappears. We can almost never print from our iOS devices. It is maddening and HP Support has been nonexistent. The first time I tried to use it, I got routed to some company that wanted to charge me about $200 for support. Shameful! So how do I made this printer work? It is the last HP printer I will ever buy and right now, I'm ready to throw it out the window. Also, when I try to get support from HPSmart, I cannot get logged in. No way to recover a username or password. **bleep**? 

[Jay_G24]

Hi @Waterloom,

Welcome to the HP Support Community

I'd like to help!

I understand you are unable to print using AirPrint.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual-band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there antivirus software installed on your Mac?

5.) Could you perform a ping test 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.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.

type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear.

Share the ping test results.

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.

Note -This printer supports WPA encryption, check if the router is on the same encryption method. If using WEP or WPA-PSK+FT change it to WPA-PSK

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, and 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. 

Meanwhile, Try updating the mac and printer firmware

To update the printer's firmware, refer - to HP Printers - Updating or Upgrading Printer Firmware 

 To update your Mac, try these steps - How to update the software on your Mac

For the sign in issue, refer to -Cannot sign in to or create an HP Smart account

Hope this helps! Keep me posted. 

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