Cannot connect printer via WiFi

[dickyf_46]

I have the HP Smart Tank 510 series connected via USB because I cannot get it to rcognize and connect via WiFi. I have downloaded to latest software and the HP Smart application. It recognizes the printer but shows the "connection type" as USB. It will not connect to my wireless network. I have tried to restore the printer network settings and clicked on "new printer" preferences and it always falls back on the same one which is USB connection.  What am I doing wrong?

Help Richard

[Kumar0307]

@dickyf_46, Welcome to the HP Support Community! I’m here to help.

I understand you would like to connect the printer wirelessly to the Mac. Let us try these steps:

• Restart the router, the printer, and the Mac

Use the WPS method t connect the printer to a network

Refer to - Connecting an HP Printer Using Wi-Fi Protected Setup (WPS)

• Make sure the printer and the Mac are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.
• 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.

• 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, 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.

• 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

Perform a ping test to check the connectivity

1. Obtain the IP address of the printer by printing a wireless test page
2. On the printer control panel, press the Information button  and Wireless button  at the same time.
3. A Wireless Test Report and Network Configuration Page print. The Network Configuration Page might be up to four pages.
4. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight).
5. Enter “ping” followed by the IP address of the printer. 
6. Press Return. Press ctrl C after 10 pings
7. There should be 0% packet loss, share the results in your next post.

Disconnect the USB cable and try printing using the HP Smart app.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! ​​​​​​

[dickyf_46]

Thank you Kumar0307 for your detailed explanation. I do have a few questions before I get started with the re-instalation and connection:

1- Where on the printer do I see if the encryption is WPA-PSK ?  In the support manual booklet, there is no indication (or I cannot see it) how to "reset" the printer.  

2- When I go into my Mac OS Catalina 10.15.7 > System preferences > Add printer, I do not see any suggection like a BONJOUR selection.  

3- I should FIRST connect both the MAC and the Printer with a USB cable, then turn ON the WiFi and make sure the WiFi Tower [yes, it is old] either be in 2.4 GHz or 5GHz and the Mac be in the same frequency. 

4- FYI: The printer is right now not connected to a network. Wireless has been turned OFF. When I press the WIRELESS and the INFO buttons for 3 seconds, the blue light starts to blink like looking for a network but does NOT find one.

Help me with thse puzzling questions, and I will proceed to follow your steps and let you know the outcome.

Thanks for your help. Richard 

[Kumar0307]

@dickyf_46

1. Click here to check the printer specifications. Wireless capability is Wi-Fi 802.11b/g/n. You will have to check with your Internet service provider if the router supports the WPA security type.

2. Bonjour forwarding is also to be checked on the router. 

3. If the printer is not connected to a network yet, refer to - Connecting an HP Printer Using Wi-Fi Protected Setup (WPS)

4. Once the blue light is steady, print the wireless test report to check the connectivity and perform a PING test as mentioned.

Let me know how it goes.

[dickyf_46]

Helo Kumar0307.   I believe I have the problem "semi-solved". What I did, after a lot of frustration, was to throw away [TRASH] all HP apps that I could find in my iMac. Basically, I wanted to make a CLEAN install again with the idea that perhaps there was a bug stuck somewhere in the app or parameter of the printer.  I emptied the TRASH and restarted. I could see from the Systems Preferences there was NO printer loaded and the list did not include any HP printer at all.

1- I downloaded the driver and the "easy install" app for this particular printer HP Smart Tank 510 series, then requested a "NEW" PRINTER.

2- One oif the first instructions on connecting the printer via WiFi is to FIRST connect the printer using a USB connexion. to the iMac, which is totally different from other instructions that state to "make sure" both machines are on the same WiFi configurations.  

3- Once I installed the app, I clicked on "Connect a new printer".  Once the iMac recognized the "new" printer, then .... and only then, did it ask if I wanted to use USB connection or WiFi connection . After I clicked on Wi-Fi connection, it asked to "unplug" or disconnect the USB cable and followed inx.

4- At that point I shut down the printer, router, WiFi tower, and the iMac; waited about 30 seconds and restarted all of the above.

I ENDED UP CONNECTING VIA DIRECT WIFI and the wireless preferences on the iMac show: "DIRECT-14-Smart Tank 510" which will work, but that is NOT what I am looking for. Why not? Because everytime I want to use my printer "normally" I need to go to the Systems Preference Printer and switch from Direct-14-HP Smart tank 510  to my "normal" RF Network 5GHz.

Something is going on. I am obviously doing something wrong. I believe I have tried following all of your instrctions, but there is something that is just not jiving.

I am enclosing the HP Network Configuration Page and Test Results and have you look them over and tell me what I am doing wrong, or better yet, what do I need to do to FIX this frustration.

Please help me out if possible.  This printer was bought in Panama on Nov 6, 2020 and -unfortunately because of the COVID issues - there is no longer a HP Support office here.  Thanks, Richard

[Kumar0307]

@dickyf_46

If you use Wifi-Direct to print, you will not have internet access on the computer. This is used if you do not have access to a personal router.

The 10 networks detected by the printer cannot be undone. It is just telling you that the printer sees 10 different networks available. This is not a cause of the issue.

If the issue persists, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6) Fill out the webform and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes, you may use this link to find the phone number of the regional HP Support team: HP Phone Assist Worldwide

Keep me posted for any other assistance.