Printer not printing - "An error occurred while trying to add the selected printer"

[Anothen]

When trying to print on our printer it no longer sends to print anything. Even when clicking the printer in the settings it trys to load the printer but then a message popup appears saying "An error occurred while trying to add the selected printer". This printer isn't new, it's been connected for a few years I believe but the connection is lost now. It's an HP OfficeJet Pro 9010 Series - Serial Number is [Personal Information Removed]/ Tried calling multiple numbers no pick up, virtual chat said when putting in my Serial # that I have a HP OfficeJet Pro 9015 All-in-One-Printer / Product # 1KR42A

[Jay_G24]

Hi @Anothen,

Welcome to the HP Support Community

I'd like to help!

I understand you are unable to print from your Mac.

To assist better -

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?

Meanwhile, To prepare your printer for a wireless connection, restart the printer, computer, and router.

1. Turn the printer off, and then wait 10 seconds.
2. Disconnect the printer power cord from the printer.
3. Turn off the computer or the device you are trying to print from.
4. Connect the printer power cord to the printer, and then turn on the printer.
5. Disconnect the power cord from your wireless router, and then wait 10 seconds.
6. Reconnect the power cord to the router. Wait until Internet service is restored. Internet service is interrupted while the router is off.
7. Turn on the computer.

If the issue persists, 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.

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. 

Hope this helps! Keep me posted. 

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