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‎09-28-2020 07:36 AM

HP Recommended
Product: HP Deskjet plus 4152

We just bought an HP Deskjet plus 4152 last week. Last week it worked fine. Today when my wife tried to print a shipping label the printer says "not responding". 

 

It is connected to wifi, and our wifi is working. Her Macbook Pro says its connected to the printer and ready to print, but then the printer says "not responding"

 

Any idea what's causing this and how to fix it?

3 people had the same question
1 REPLY 1

‎10-01-2020 02:58 PM

HP Recommended

@Garringer

 

I reviewed your post and I understand that you are unable to the printer from your Mac computer.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

Are you able to make a copy?

 

Meanwhile, 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 an antivirus software installed on your Mac?

5.) 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. 

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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