Printer needs to be reconnected?

[TMellway]

Why is it so hard to get help??  My printer has been saying it needs to be connected for a month now and I've been trying to contact HP for help but no responses.  It says it is connected and everything else works but my printer.  I have never had this problem before but now everytime I try to print I have to manually hit the printer button but as I am on the HP Instant Ink program which I'm paying for I'm not getting the benefit of that and it keeps telling me to reconnect.  Can someone please respond in clear layman's terms how to fix this?

[Kumar0307]

@TMellway, Welcome to the HP Support Community!

I understand the printer goes offline and does not wake up. Let us try these steps:

Restart the wireless router, the 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 the networks.
• 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. 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.

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.

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Have a great day! 

[TMellway]

Hi Kumar,

I'm afraid your solution doesn't work because I'm not understanding them.  I went to the spotlight and network but there is no Ping tab whatever that is.  I have never had any issues like this before and nothing has changed so I don't understand why I'm getting this problem now.

Terry

[Kumar0307]

@TMellway

Are you sure you are using macOS 10.15? 

From the Apple menu  in the corner of your screen, choose About This Mac. You should see the macOS name, such as macOS Big Sur, followed by its version number. 

Also, perform the other steps mentioned in my previous post apart from the PING test and let me know how it goes.

Keep me posted.

[TMellway]

Yes.  It says MacOS Catalina 10.15.7.  I will try the other stuff today.

[TMellway]

I'm afraid I don't understand the directions.  I am not computer literate and I have no ides if I have a 2.4 or 5GHz network, or dual-band router.  That is the problem today, everything is so advanced an in a language that the average person doesn't understand.  I need step by step instructions in clear language.  I now have to hit the manual button to print and it is also printing double-sided now which I don't want.  I've googled it and again it's giving me tech advice which only a tech person could understand.  Are these just problems with HP?

[Kumar0307]

@TMellway, I understand your concern.

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.