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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..
CharlesInExile
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HP Smart Vs. My Printer

HP Recommended
OfficeJet Pro 9015
macOS 10.15 Catalina

I am having difficulty using the HP Smart app Shortcuts because the app says my printer is Offline, but everything else says the printer is Online.  I can print using other apps (such as MS Word), and the HP Instant Ink website shows the printer is Online for the purposes of tracking ink usage.  However, what I want to do is to scan-to-text (one of my Shortcuts), but for that I need the HP Smart app, which worked fine yesterday for two scans-to-text.  But without my changing anything, the app started saying the printer was Offline, and none of the suggestions on the HP Support website have come close to resolving the issue.  (I have the latest version of the HP Smart app.)  I can't use the keypad on the printer to run this function because the keypad still has "Smart Tasks" instead of "Shortcuts," and when the name changed, that function stopped working until I manually updated the HP Smart app recently.

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Jay_G24
HP Support Agent
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Hi @CharlesInExile,

 

I'd like to help!

 

 

Let's try the below steps to see if that helps -

 

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.

 

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.

 

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.

 

 

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. 

 

And, Welcome to the HP Support Community. 

 

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

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