Printer was working and suddenly is not reachable. Have reset everything.

[JohnR67]

No recent software changes. Printer was working and suddenly would not connect for either printing or scanning. Sometimes would help if I rebooted computer but only prints once after a reboot and then back to "unavailable". Tried to update firmware using HP support page but the program I downloaded from HP site reported a message that it did not have the firmware for this device. Then tried to download a driver for the OS but there was none - said to just use the one that comes with the OS. I followed the troubleshooting hints and rebooted the router, computer, and printer but that didn't solve it.

Is there a known software bug or memory leak somewhere, either in the printer firmware or the Monterey OS?

[Gaya1239]

Hi @JohnR67,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact name of the model of the product? Refer to this document for steps to find the product details. Do not share your personal information such as serial, phone number, email ID, etc.

Could you please elaborate in detail? 

I hope this helps! Keep me posted. 

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!

Gaya1239

HP Support

[JohnR67]

Hi Gaya1239,

Thank you so much for responding. I am looking forward to working with you to figure this out.

The printer is an OfficeJet Pro 9015e. When it is working, I really like it. The quality is great, even for photos, and it makes such a good scanner that I rarely use my Epson Perfection scanner. As a retired HP employee, I like to stick with the HP brand.

The symptom that I reported is the message that the computer cannot connect to the printer. I received this message both when trying to print or. scan. I suspected a software problem in the driver or the firmware because it would get better temporarily when I rebooted both computer and printer. This caused me to suspect a memory leak or thread leak somewhere. The computer is a MAC Mini running Monterey 12.7.6. It uses a built-in printer driver.

Since posting, I discovered a new piece of information. I run Google Chrome as my browser and I tend to have a large number of tabs open. While experimenting with different settings during investigation of this problem, I happened to close all but two tabs and the problem went away. I have been running for a few days with the limited number of tabs and the printer/scanner is still working fine. So this looks like a bug in Chrome that is affecting the MAC printer driver. I am not sure about the mechanics, but it does seem to be a pair of bugs in Chrome and Monterey. I.e., nothing to do with the printer at all. I used to manage software projects at HP, so software bugs don't surprise me at all.

Any ideas?

Best regards,

John Robertson

[Gaya1239 · Accepted solution]

Hi @JohnR67,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand based on your detailed explanation, it does seem like the issue may stem from resource conflicts between macOS Monterey, Chrome, and the macOS printer driver rather than the printer itself. Your observation about reducing the number of Chrome tabs resolving the issue strongly suggests that this could be related to system resource usage or a software interaction bug.

Possible Causes

Resource Usage by Chrome:

• Chrome is known for high memory and CPU usage, especially with many tabs open. This could interfere with network or driver processes, leading to the printer becoming "unreachable."

macOS Built-in Driver Limitations:

• macOS uses built-in AirPrint drivers for many printers, including the OfficeJet Pro 9015e. These drivers may have compatibility or performance issues in certain scenarios, especially with macOS Monterey.

Network or Bonjour Issues:

• If the printer relies on Bonjour (Apple's network discovery protocol), high system load might cause intermittent network issues or delays in recognizing the printer.

Firmware and Driver Compatibility:

• Your observation that the HP firmware update tool reported no firmware for the device suggests either outdated firmware or a temporary glitch with the tool.

Suggestions for Resolving the Issue

Monitor Resource Usage:

• Open Activity Monitor (Applications > Utilities) and keep an eye on CPU and memory usage, especially by Chrome and print-related processes.
• If Chrome is consuming excessive resources, try using Safari or Firefox temporarily to confirm if the issue persists.

Update Printer Firmware:  Update the firmware on an HP printer

• Use the printer's built-in menu to check for and install firmware updates directly. On the printer:
  1. Go to Setup > Printer Maintenance > Update the Printer.
  2. Ensure the printer is connected to the internet.

Reinstall Printer:

• Remove and re-add the printer on macOS:
  1. Go to System Preferences > Printers & Scanners.
  2. Select the printer, click -, and then add it back using the + button.
  3. Ensure you select AirPrint (or HP Smart if available).

Test Alternate Connections:

• If you’re using Wi-Fi, test a USB or Ethernet connection to rule out network issues.

Test Printing and Scanning in Safe Mode:

• Boot your Mac in Safe Mode (restart and hold Shift during boot).
• Attempt to print/scan and check if the issue occurs.

Workaround for Chrome Tabs:

• If Chrome usage correlates strongly with the problem, consider:
  • Using a tab manager extension to limit resource usage.
  • Splitting work between multiple Chrome windows or profiles.

Check for macOS Updates:

• Ensure macOS Monterey is fully updated to address potential bugs in the OS (check under System Preferences > Software Update).

Advanced Network Configuration:

• If Bonjour is causing the problem:
  • Assign the printer a static IP address via your router.
  • Use the static IP when adding the printer on macOS instead of relying on Bonjour.

Refer to this document: HP OfficeJet Pro 9015e All-in-One Printer User manual 

HP printer setup (Wi-Fi network)
HP printer setup (Mac built-in driver)
Troubleshoot a Wi-Fi connection to an HP printer
 

I hope this helps. 

Take care and have a good day.

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!