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‎09-08-2024 05:45 AM

HP Recommended
Product: HP ENVY Photo 7134 All-in-One Printer

Hi, so I've been calling both Apple and HP and so far they are both blaming each other for the issues so though I would ask more generally for some advice. Taking my laptop to an Apple store soon to see it that is the issue.

 

So my printer is connected to the Wi-FI network totally fine it is connected to the HP Smart app and HP managed to re-add the printer to my laptop during our customer service call yesterday. However, when I go to print/scan or re-add the printer the laptop just has error messages. It recognises the printer is on the network but for some reason cannot use it. Up until last week the printer was connected via the network to my laptop completely fine the only change may have been the WI-FI disconnecting but I have reconnected everything so that shouldn't be an issue. 

 

I have gone through I think every troubleshooting step with Apple and HP but nobody has any answers yet. Any help would be massively appreciated.

 

Thank you!

Category:
1 REPLY 1

‎09-10-2024 08:49 AM

HP Recommended

Hi @iliadtea,

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

It sounds like you’ve already done a lot of troubleshooting, but let’s go over a few additional steps that might help resolve the issue with your HP Envy printer and your Apple laptop:

1. Verify Printer Setup

  • Check Printer Status: Make sure the printer is showing as connected to the correct Wi-Fi network. Print a network configuration page from the printer’s settings to confirm this.
  • HP Smart App: Ensure that the HP Smart app on your phone or computer shows the printer as connected and online.

2. Reinstall Printer Drivers

  • Remove the Printer: Go to System Preferences > Printers & Scanners, select your printer, and click the minus (-) button to remove it.
  • Download Latest Drivers: Visit the HP Support website and download the latest drivers for your HP Envy model. Make sure you get the drivers that match your macOS version.
  • Reinstall Printer: After installing the new drivers, go back to Printers & Scanners and click the plus (+) button to add the printer again.

3. Check Printer and Laptop Connection

  • Network Connection: Ensure both your printer and laptop are connected to the same Wi-Fi network. If your Wi-Fi network has multiple bands (like 2.4GHz and 5GHz), make sure they are on the same band.
  • Firewall/Security Software: Check if your firewall or security software on your laptop is blocking the connection. Temporarily disable it and try printing again.

4. Reset Printing System

  • Reset Printing System: Go to System Preferences > Printers & Scanners, right-click (or Control-click) in the printer list, and choose Reset printing system. This will remove all printers and reset the printing system. You’ll need to re-add your printer afterward.

5. HP Print and Scan Doctor

  • HP Print and Scan Doctor: Although this tool is primarily for Windows, it may provide diagnostic information that can be useful. Check if there’s an equivalent tool or any diagnostic resources on the HP website for macOS.

6. Check for macOS Updates

  • Update macOS: Sometimes, operating system updates can resolve compatibility issues. Go to System Preferences > Software Update and install any available updates.

7. Test with Another Device

  • Test with Another Device: If possible, try connecting the printer to another device (like another laptop or smartphone) to see if it can print or scan. This can help determine if the issue is with the printer or the specific device.

8. Use IP Address

  • Add Printer by IP Address: Sometimes adding the printer by its IP address can bypass certain connection issues. Go to Printers & Scanners, click the plus (+) button, then select Add Printer or Scanner, and choose IP at the top of the window. Enter the printer’s IP address (you can find this on the network configuration page you printed earlier).

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

 

.
Sneha_01- HP support
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