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ENVY 5012 cant connect

HP Recommended
envy 5012
iOS

I have an ENVY 5012 printer. It is connected to the internet wirelessly. The printer says it is connected, but when I try to print,  my computer can not find the printer or the computer says the printer is offline.  I have a MAC so I dont know if that is the issue.  The same thing happens from my husbands mac.  If I shut down the printer and bring it back up it will work,  but I have to do that between jobs.  I would like to be able to print without having to restart the printer each time.  Any suggestions would be greatly appreciated!

Thank you,

Lindsey

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@LindseyP1

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, 

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.

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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I am an HP Employee

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