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Common problems for Connectivity Issues
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‎02-23-2022 05:37 AM - last edited on ‎02-23-2022 12:28 PM by Retired

HP Recommended
Product: HP ENVY Photo 6234 All-in-One Printer
Operating System: macOS 11.0 Big Sur

I've had this printer in use for over a year and it's been great, but recently when I send something to print it doesn't work - the dialog box says 'Printing - looking for printer' and it will hang there. The printer is connected to the same wireless network as my Mac. If I go on to the HP Smart App that can find the printer OK and show me its status as 'Active', and it can display ink levels etc, but all the while the printer dialog box says ' Looking for Printer'. Sometime rebooting the printer works. Sometime, like today, it doesn't. If I wait 10-20 minutes that sometimes works. Or if I reboot the Mac, that usually works, but is all a giant pain and waste of time. Please help!

1 person had the same question
4 REPLIES 4

‎02-24-2022 02:28 AM

HP Recommended

I've also tried pointing and shouting - 'it's over there'. Also not helpful. 

Was this reply helpful? Yes No

‎02-26-2022 11:53 AM

HP Recommended

@Gavin25

 

Welcome to the HP Support Community.

 

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  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. Click Applications > Utilities > Terminal.
  2. type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear .

 

Share the ping test results.

 

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 if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

Was this reply helpful? Yes No

‎02-28-2022 04:57 AM

HP Recommended

Hi Betty

Thanks for the reply. The printer and the Mac are definitely on the same network and the printer is showing a good signal. I did a ping test of the IP address for the router which returned this data (I stopped after 35):

 

Gavins-MacBook-Air:~ gmcwhirter$ ping 192.168.1.1

PING 192.168.1.1 (192.168.1.1): 56 data bytes

64 bytes from 192.168.1.1: icmp_seq=0 ttl=64 time=2.899 ms

64 bytes from 192.168.1.1: icmp_seq=1 ttl=64 time=2.363 ms

64 bytes from 192.168.1.1: icmp_seq=2 ttl=64 time=2.387 ms

64 bytes from 192.168.1.1: icmp_seq=3 ttl=64 time=1.320 ms

64 bytes from 192.168.1.1: icmp_seq=4 ttl=64 time=1.814 ms

64 bytes from 192.168.1.1: icmp_seq=5 ttl=64 time=2.527 ms

64 bytes from 192.168.1.1: icmp_seq=6 ttl=64 time=2.665 ms

64 bytes from 192.168.1.1: icmp_seq=7 ttl=64 time=2.506 ms

64 bytes from 192.168.1.1: icmp_seq=8 ttl=64 time=2.185 ms

64 bytes from 192.168.1.1: icmp_seq=9 ttl=64 time=4.553 ms

64 bytes from 192.168.1.1: icmp_seq=10 ttl=64 time=2.668 ms

64 bytes from 192.168.1.1: icmp_seq=11 ttl=64 time=1.355 ms

64 bytes from 192.168.1.1: icmp_seq=12 ttl=64 time=1.929 ms

64 bytes from 192.168.1.1: icmp_seq=13 ttl=64 time=1.633 ms

64 bytes from 192.168.1.1: icmp_seq=14 ttl=64 time=1.448 ms

64 bytes from 192.168.1.1: icmp_seq=15 ttl=64 time=1.813 ms

64 bytes from 192.168.1.1: icmp_seq=16 ttl=64 time=2.719 ms

64 bytes from 192.168.1.1: icmp_seq=17 ttl=64 time=2.056 ms

64 bytes from 192.168.1.1: icmp_seq=18 ttl=64 time=1.268 ms

64 bytes from 192.168.1.1: icmp_seq=19 ttl=64 time=2.746 ms

64 bytes from 192.168.1.1: icmp_seq=20 ttl=64 time=2.012 ms

64 bytes from 192.168.1.1: icmp_seq=21 ttl=64 time=1.817 ms

64 bytes from 192.168.1.1: icmp_seq=22 ttl=64 time=1.834 ms

64 bytes from 192.168.1.1: icmp_seq=23 ttl=64 time=1.282 ms

64 bytes from 192.168.1.1: icmp_seq=24 ttl=64 time=1.087 ms

64 bytes from 192.168.1.1: icmp_seq=25 ttl=64 time=2.122 ms

64 bytes from 192.168.1.1: icmp_seq=26 ttl=64 time=2.212 ms

64 bytes from 192.168.1.1: icmp_seq=27 ttl=64 time=1.945 ms

64 bytes from 192.168.1.1: icmp_seq=28 ttl=64 time=2.672 ms

64 bytes from 192.168.1.1: icmp_seq=29 ttl=64 time=1.340 ms

64 bytes from 192.168.1.1: icmp_seq=30 ttl=64 time=1.891 ms

64 bytes from 192.168.1.1: icmp_seq=31 ttl=64 time=1.999 ms

64 bytes from 192.168.1.1: icmp_seq=32 ttl=64 time=1.**bleep** ms

64 bytes from 192.168.1.1: icmp_seq=33 ttl=64 time=1.301 ms

64 bytes from 192.168.1.1: icmp_seq=34 ttl=64 time=1.429 ms

64 bytes from 192.168.1.1: icmp_seq=35 ttl=64 time=2.257 ms

 

And a ping of the Printer IP address: 

gmcwhirter@Gavins-MacBook-Air ~ % ping 192.168.1.249

PING 192.168.1.249 (192.168.1.249): 56 data bytes

64 bytes from 192.168.1.249: icmp_seq=0 ttl=64 time=8.055 ms

64 bytes from 192.168.1.249: icmp_seq=1 ttl=64 time=127.239 ms

64 bytes from 192.168.1.249: icmp_seq=2 ttl=64 time=104.506 ms

64 bytes from 192.168.1.249: icmp_seq=3 ttl=64 time=75.686 ms

64 bytes from 192.168.1.249: icmp_seq=4 ttl=64 time=50.632 ms

64 bytes from 192.168.1.249: icmp_seq=5 ttl=64 time=92.523 ms

64 bytes from 192.168.1.249: icmp_seq=6 ttl=64 time=135.520 ms

64 bytes from 192.168.1.249: icmp_seq=7 ttl=64 time=103.733 ms

64 bytes from 192.168.1.249: icmp_seq=8 ttl=64 time=73.704 ms

64 bytes from 192.168.1.249: icmp_seq=9 ttl=64 time=47.531 ms

64 bytes from 192.168.1.249: icmp_seq=10 ttl=64 time=3.113 ms

64 bytes from 192.168.1.249: icmp_seq=11 ttl=64 time=61.774 ms

64 bytes from 192.168.1.249: icmp_seq=12 ttl=64 time=84.015 ms

64 bytes from 192.168.1.249: icmp_seq=13 ttl=64 time=107.328 ms

64 bytes from 192.168.1.249: icmp_seq=14 ttl=64 time=24.268 ms

64 bytes from 192.168.1.249: icmp_seq=15 ttl=64 time=44.450 ms

64 bytes from 192.168.1.249: icmp_seq=16 ttl=64 time=83.152 ms

64 bytes from 192.168.1.249: icmp_seq=17 ttl=64 time=2.123 ms

64 bytes from 192.168.1.249: icmp_seq=18 ttl=64 time=9.816 ms

64 bytes from 192.168.1.249: icmp_seq=19 ttl=64 time=3.661 ms

64 bytes from 192.168.1.249: icmp_seq=20 ttl=64 time=50.683 ms

64 bytes from 192.168.1.249: icmp_seq=21 ttl=64 time=76.461 ms

64 bytes from 192.168.1.249: icmp_seq=22 ttl=64 time=4.694 ms

64 bytes from 192.168.1.249: icmp_seq=23 ttl=64 time=117.939 ms

64 bytes from 192.168.1.249: icmp_seq=24 ttl=64 time=10.821 ms

64 bytes from 192.168.1.249: icmp_seq=25 ttl=64 time=58.632 ms

64 bytes from 192.168.1.249: icmp_seq=26 ttl=64 time=16.568 ms

64 bytes from 192.168.1.249: icmp_seq=27 ttl=64 time=99.683 ms

64 bytes from 192.168.1.249: icmp_seq=28 ttl=64 time=18.628 ms

64 bytes from 192.168.1.249: icmp_seq=29 ttl=64 time=45.878 ms

64 bytes from 192.168.1.249: icmp_seq=30 ttl=64 time=66.740 ms

64 bytes from 192.168.1.249: icmp_seq=31 ttl=64 time=3.733 ms

64 bytes from 192.168.1.249: icmp_seq=32 ttl=64 time=2.734 ms

64 bytes from 192.168.1.249: icmp_seq=33 ttl=64 time=140.347 ms

64 bytes from 192.168.1.249: icmp_seq=34 ttl=64 time=111.345 ms

64 bytes from 192.168.1.249: icmp_seq=35 ttl=64 time=106.399 ms

64 bytes from 192.168.1.249: icmp_seq=36 ttl=64 time=5.004 ms

64 bytes from 192.168.1.249: icmp_seq=37 ttl=64 time=65.438 ms

64 bytes from 192.168.1.249: icmp_seq=38 ttl=64 time=2.916 ms

64 bytes from 192.168.1.249: icmp_seq=39 ttl=64 time=151.588 ms

64 bytes from 192.168.1.249: icmp_seq=40 ttl=64 time=121.294 ms

64 bytes from 192.168.1.249: icmp_seq=41 ttl=64 time=94.181 ms

64 bytes from 192.168.1.249: icmp_seq=42 ttl=64 time=271.017 ms

64 bytes from 192.168.1.249: icmp_seq=43 ttl=64 time=139.798 ms

64 bytes from 192.168.1.249: icmp_seq=44 ttl=64 time=112.940 ms

64 bytes from 192.168.1.249: icmp_seq=45 ttl=64 time=87.283 ms

64 bytes from 192.168.1.249: icmp_seq=46 ttl=64 time=62.669 ms

64 bytes from 192.168.1.249: icmp_seq=47 ttl=64 time=136.083 ms

64 bytes from 192.168.1.249: icmp_seq=48 ttl=64 time=3.820 ms

64 bytes from 192.168.1.249: icmp_seq=49 ttl=64 time=45.489 ms

64 bytes from 192.168.1.249: icmp_seq=50 ttl=64 time=19.332 ms

64 bytes from 192.168.1.249: icmp_seq=51 ttl=64 time=9.220 ms

64 bytes from 192.168.1.249: icmp_seq=52 ttl=64 time=11.632 ms

64 bytes from 192.168.1.249: icmp_seq=53 ttl=64 time=16.224 ms

64 bytes from 192.168.1.249: icmp_seq=54 ttl=64 time=3.425 ms

64 bytes from 192.168.1.249: icmp_seq=55 ttl=64 time=37.928 ms

64 bytes from 192.168.1.249: icmp_seq=56 ttl=64 time=14.676 ms

64 bytes from 192.168.1.249: icmp_seq=57 ttl=64 time=4.733 ms

64 bytes from 192.168.1.249: icmp_seq=58 ttl=64 time=158.063 ms

64 bytes from 192.168.1.249: icmp_seq=59 ttl=64 time=3.946 ms

64 bytes from 192.168.1.249: icmp_seq=60 ttl=64 time=101.793 ms

64 bytes from 192.168.1.249: icmp_seq=61 ttl=64 time=23.281 ms

64 bytes from 192.168.1.249: icmp_seq=62 ttl=64 time=10.110 ms

64 bytes from 192.168.1.249: icmp_seq=63 ttl=64 time=68.187 ms

64 bytes from 192.168.1.249: icmp_seq=64 ttl=64 time=26.691 ms

64 bytes from 192.168.1.249: icmp_seq=65 ttl=64 time=104.689 ms

64 bytes from 192.168.1.249: icmp_seq=66 ttl=64 time=3.784 ms

64 bytes from 192.168.1.249: icmp_seq=67 ttl=64 time=13.660 ms

64 bytes from 192.168.1.249: icmp_seq=68 ttl=64 time=4.201 ms

64 bytes from 192.168.1.249: icmp_seq=69 ttl=64 time=152.265 ms

64 bytes from 192.168.1.249: icmp_seq=70 ttl=64 time=147.532 ms

64 bytes from 192.168.1.249: icmp_seq=71 ttl=64 time=3.387 ms

64 bytes from 192.168.1.249: icmp_seq=72 ttl=64 time=79.787 ms

64 bytes from 192.168.1.249: icmp_seq=73 ttl=64 time=20.867 ms

64 bytes from 192.168.1.249: icmp_seq=74 ttl=64 time=8.646 ms

64 bytes from 192.168.1.249: icmp_seq=75 ttl=64 time=149.266 ms

64 bytes from 192.168.1.249: icmp_seq=76 ttl=64 time=121.376 ms

64 bytes from 192.168.1.249: icmp_seq=77 ttl=64 time=3.444 ms

64 bytes from 192.168.1.249: icmp_seq=78 ttl=64 time=3.981 ms

64 bytes from 192.168.1.249: icmp_seq=79 ttl=64 time=185.069 ms

64 bytes from 192.168.1.249: icmp_seq=80 ttl=64 time=122.905 ms

64 bytes from 192.168.1.249: icmp_seq=81 ttl=64 time=95.296 ms

64 bytes from 192.168.1.249: icmp_seq=82 ttl=64 time=3.670 ms

64 bytes from 192.168.1.249: icmp_seq=83 ttl=64 time=51.103 ms

64 bytes from 192.168.1.249: icmp_seq=84 ttl=64 time=3.285 ms

64 bytes from 192.168.1.249: icmp_seq=85 ttl=64 time=4.965 ms

64 bytes from 192.168.1.249: icmp_seq=86 ttl=64 time=139.286 ms

64 bytes from 192.168.1.249: icmp_seq=87 ttl=64 time=110.131 ms

64 bytes from 192.168.1.249: icmp_seq=88 ttl=64 time=4.964 ms

64 bytes from 192.168.1.249: icmp_seq=89 ttl=64 time=60.054 ms

64 bytes from 192.168.1.249: icmp_seq=90 ttl=64 time=153.088 ms

64 bytes from 192.168.1.249: icmp_seq=91 ttl=64 time=127.143 ms

64 bytes from 192.168.1.249: icmp_seq=92 ttl=64 time=101.556 ms

64 bytes from 192.168.1.249: icmp_seq=93 ttl=64 time=72.372 ms

64 bytes from 192.168.1.249: icmp_seq=94 ttl=64 time=30.383 ms

64 bytes from 192.168.1.249: icmp_seq=95 ttl=64 time=52.799 ms

64 bytes from 192.168.1.249: icmp_seq=96 ttl=64 time=143.308 ms

64 bytes from 192.168.1.249: icmp_seq=97 ttl=64 time=98.114 ms

64 bytes from 192.168.1.249: icmp_seq=98 ttl=64 time=19.505 ms

64 bytes from 192.168.1.249: icmp_seq=99 ttl=64 time=42.001 ms

64 bytes from 192.168.1.249: icmp_seq=100 ttl=64 time=64.212 ms

64 bytes from 192.168.1.249: icmp_seq=101 ttl=64 time=85.805 ms

64 bytes from 192.168.1.249: icmp_seq=102 ttl=64 time=125.951 ms

64 bytes from 192.168.1.249: icmp_seq=103 ttl=64 time=2.680 ms

64 bytes from 192.168.1.249: icmp_seq=104 ttl=64 time=57.741 ms

64 bytes from 192.168.1.249: icmp_seq=105 ttl=64 time=66.676 ms

64 bytes from 192.168.1.249: icmp_seq=106 ttl=64 time=85.145 ms

64 bytes from 192.168.1.249: icmp_seq=107 ttl=64 time=108.461 ms

64 bytes from 192.168.1.249: icmp_seq=108 ttl=64 time=27.578 ms

64 bytes from 192.168.1.249: icmp_seq=109 ttl=64 time=49.254 ms

64 bytes from 192.168.1.249: icmp_seq=110 ttl=64 time=71.436 ms

64 bytes from 192.168.1.249: icmp_seq=111 ttl=64 time=91.991 ms

64 bytes from 192.168.1.249: icmp_seq=112 ttl=64 time=188.284 ms

64 bytes from 192.168.1.249: icmp_seq=113 ttl=64 time=38.347 ms

64 bytes from 192.168.1.249: icmp_seq=114 ttl=64 time=57.205 ms

64 bytes from 192.168.1.249: icmp_seq=115 ttl=64 time=76.836 ms

64 bytes from 192.168.1.249: icmp_seq=116 ttl=64 time=100.621 ms

64 bytes from 192.168.1.249: icmp_seq=117 ttl=64 time=27.562 ms

64 bytes from 192.168.1.249: icmp_seq=118 ttl=64 time=38.083 ms

64 bytes from 192.168.1.249: icmp_seq=119 ttl=64 time=96.504 ms

 

Let me know if this data helps in any way

Thanks

Gavin

 

Was this reply helpful? Yes No

‎03-01-2022 12:59 PM

HP Recommended

Let's reset the network setting on the Printer: To restore the printer to the original network settings 1. From the Home screen, touch (Wireless) and then touch ( Settings ). 2. Touch Restore Network Settings, and then follow the onscreen instructions. 3. Print the network configuration page and verify that the network settings have been reset.

 

Once done, try connecting it to the Wi-Fi again,

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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