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OfficeJet 5255 cannot be added even though it's on network

HP Recommended
OfficeJet 5525
macOS 10.15 Catalina

I have an OfficeJet 5255 that was working fine until a few days ago.  The printer is connected to my network, and I can see that it is connected both on the printer display and when I check the router's admin page. The blue light on the printer is on.  However, when I try to add it as a printer, it cannot be found.  On my Macbook Pro, I have deleted all the files and folders from the printer library and I have tried using the utility on 123.hp.com, but the HP utility also cannot find the printer.  Any help? I really don't want to throw out a printer that I have had only two years

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HP Support Agent
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HP Recommended

@Fantine56, Welcome to HP Support Community!

 

To be able to assist you better, I would like to know the following:

  • Are the printer and PC connected to the same network?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • 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.

 

Keep me posted for further assistance.

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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HP Recommended

I have solved the problem by unenrolling in the Instant Ink program.  I have had nothing but problems with it from the start, and I do not want to be in the program any more nor do I want any other HP product.

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