HP ENVY Pro 6455 All-In-One - MFP - Wireless - Mac OS Big Sur - Printer keeps going offline

[vincent_diaz]

Hi,

We are having issues with this printer model when being used at a user's home (due to global situation).  We are an Apple shop and the user is running a Macbook Pro with the M1 chip and Mac OS Big Sur with all the updates.  When we shipped the printer to the use we worked with her to setup the printer on her wifi network at home and it was working without issue for the first day.  

Since then almost on a daily basis when she goes to print the Macbook pro shows the printer as offline yet the printer is on.  She is not able to print to the printer (and is very frustrated as this issue recurrs about every day).   Her computer, the printer and the WIFI access point are in the same room within probably 20 feet of each other.  She does not have any issues with wifi, access the internet and we can remote into her computer to diagnose and fix the printer connect without issue.

The steps we have to go through to reconnect the printer are as follows:

1. Connected to Laptop (we use LogMeIn Pro)

2. Checked printer connection on the MacBook - two jobs were waiting in the queue with message "can’t find the printer."

3. Deleted both jobs.

4. Went into supplies section of the mac printer configuration, mac could not display information about printer

5. Deleted printer

6. Tried to add back via mac os printer setup, can’t locate it.

7. Tried HP Smart, shows HP 6455, status unknown.

8. Had user turn off the printer, wait a minute, then turned back on.

9. FIRST: tried HP Smart, found printer by IP address, not by name (192.x.x.x)

10. Closed HP Smart

11. Opened printer setup, found printer HP 6455, did not install this way, does not come up with any kind of driver.

12. Entered [Personal Information Removed], loaded and auto setup picked AirPrint.

13. Supplies are now known, and able to print

These are pretty much the same steps we go through daily to get her connected.  We are waiting to ship two more printers to other users (also on MacBook Pros) but fear having the same issues without solution.

We escalated with our VAR (CDW) to help escalate with HP but HP support said they had never heard of this issue.

Internally my IT support team has no other data points other than this user's printer on her home network and anther HP 6455 that I have in my office on company WIFI that I use with my MacBook Pro running an Intel CPU and Mac OS Big Sur and I do not have any issues with the printer going offline.

Please advise.

[Kumar0307]

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

I understand you are facing intermittent connectivity issues with the printer. Let us try these steps:

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks! 

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best. 

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it. 

  

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source. 

Restart the router, printer, and the Mac

• 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.
• 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. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight).
3. Enter “ping” followed by the IP address of the printer. 
4. Press Return. Press ctrl C after 10 pings
5. There should be 0% packet loss, share the results in your next post.

Hope this helps! Keep me posted. 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[vincent_diaz]

Thanks for your Response Kumar,

Unfortunately my team and I are quire familiar with the typical Diagnostics done in these situations.  So responding to each one of your points:

1) There are no barriers, the printer, router and computer are all within 20 feet of each no major/thick walls in the way.  And we are not talking Bluetooth, the printer is on WIFI as is the computer.   Computer had no issues with previous Brother printer in same location as the HP; the HP printer was a replacement as the Brother printer just died of old age.

2) Not an apple router, but we did reboot the router several times. Again, channel doesn't make much difference here as when the printer is on line and computer can communicate with it and the internet without issues.  We are not using bluetooth; user is using built in keyboard and mouse on the Macbook pro.  Wondering why you keep mentioning Bluetooth...does HP Envy6455 use bluetooth?

3) See point 1 above.  User does not use a wireless headset and, once again, is this printer dependent on Bluetooth as well as wifi?  And again, when the printer is online, there are no issues with printing or scanning.  It seems like the printer goes offline overnight and cannot be reconnected to unless it is deleted from the MacOS and readded.

4) user happily warms breaky, lunch and dinner through the day without losing connection with the printer once the connection is re-established.  Its usually overnight when the printer goes offline.  And to be clear, the printer goes offline as the MBP sees it...the printer itself is powered up per the light indicators on the front panel.  No old school florescent lights in house that have EMF noisy ballasters.

As noted before, we have done all we can with the local network rebooting the rebooting the computer, rebooting the printer, and ensuring there are no other unknown devices on the network.  We will work with the user to try pinging the printer when it is offline again (she is traveling this week so not available to do this step)...but what would being able to ping the printer when it appears offline prove out?

We have no issues with Bonjour on the user's network.

[Kumar0307]

@vincent_diaz

Thank you for the detailed information. In this case, we can try and fix this issue by assigning a public DNS address. It’s very simple as explained below:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer's EWS page.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Monitor the printer and let me know how it goes.

[vincent_diaz]

Hi Kumar,

We'll try this as soon as user gets back next week.

Thanks.

[Kumar0307]

@vincent_diaz

Sure, keep me posted for any other assistance, and let me know how it goes.