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Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: Printer Wi-Fi, Connectivity Issues and Offline Status..
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Envy 5000 printer will not connect with my MacBook (macOS Big Sur) or iPhone

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Envy 5000

My MacBook and iPhone are suddenly unable to connect to my Envy 5000 printer. I have reconnected the printer to the wireless network a few times and it seems to be connecting without difficulty and then printer itself is working. It won't however connect to either my Macbook or phone. I have turned off and on all devices multiple times, checked connectivity of each device to the wireless (same) network. I have tried uninstalling and then reinstalling using HP easy start but it gets stuck at the gathering device information stage and then an error message that it is unable to communicate with the printer keeps coming up. Operating system is MacOS is Big Sur 11.1. Can anyone help please? 

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@NCZ, Welcome to the HP Support Community!


I understand you are not able to connect the printer to the MAC or iOS device.


Check for any software updates on the MAC and the iOS device


Update the printer firmware

Click here to know different methods of updating printer firmware.


  • Make sure the printer and the MAC/iOS device are connected to the same wireless 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 the networks.
  • 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.
  • 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.

Perform a ping test to check the connectivity

  1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
  2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
  3. Check the second box that says Send only > 10 pings
  4. Click on ping > Check the results at the end if any packets are lost
  5. Note: There should be 0% packet loss, share the results in your next post.

Hope this helps! Keep me posted. 


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I am an HP Employee

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