Printer off line

[Stockman27]

HI , This morning I found that my Scanner was greyed out. After some time, I deleted my printer and tried to reinstall it on my Mac.

This is what I have done, so far

1. REset my printer to factory settings.

2 I can connect to my wifi.

3 I cannot add this printer in my system preferences.

4. The dianostic tool is saying driver error.

5 I can with an ethernet cable connect to the printer but with no scanner, once I take the cable out , the printer dispaears.

6 I have called system support and went through the steps but Mary in the philapines and she is telling me there is a software update to be loaded and I have to wait.

7 I have tried the UK tech support but i cannot even get through.

8. I am still in warrenty 

19 Help

Regards

John c

[sandytechy20]

@Stockman27

Welcome to the HP support community.

I understand that you are getting printer offline error, I am glad to assist you.

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. 

Reply with the requested information for further assistance.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.