HP OfficeJet Pro 8600 Network Connection

[Mark_Stanga]

I have an HP Officejet Pro 8600 N911g which has recently stopped printing or scanning (either by wired or wireless network) with my 2018 MacBook Pro (running MacOS Catalina 10.15.7).  I can still print and scan via wireless network on this printer from our MacBook Air and iMac (both running on earlier Mac operating systems).  I deleted the printer from my MacBook Pro and reinstalled it configured for HP Airprint several times, and it sometimes works once and then fails, and sometimes it does not work at all.  The Print Queue error messages are: "Printing- the printer configuration is incorrect or the printer no longer exists" and "Scanner reported an error - failed to open a connection to the device" or "Scanner reported an error - Printer is currently unavailable. Please check if it is turned on and connected or try again later."  I have spent over an hour on the phone with Apple Support Mac specialists, and they could not solve the problem.  They told me to contact HP support and ask if HP knows of any compatibility problems between these printers and MacOS Catalina 10.15.7.  Thanks for any help you can provide.

[TEJ1602]

@Mark_Stanga, 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!

[Mark_Stanga]

Here are the answers to your questions:

-The printer and the Mac are connected to the same network

-The specifications for the router are:

       Wireless LAN:

               2.4 GHz: 802.11b - up to 11 Mbps

               2.4 GHz: 802.11g - up to 54 Mbps

               2.4 GHz/5 GHz: 802.11n - up to 450 Mbps

               5 GHz: 802.11ac - up to 1300 Mbps

-The router and the printer are 8 feet apart with no obstructions between them

-There is no antivirus software installed on my Mac

-I performed a ping test on my Mac using the Mac Network Utility, and the result was:

               10 packets transmitted, 10 packets received, 0.0% packet loss

               round-trip min/avg/max/stddev = 0.053/0.096/0.120/0.20 ms

-I performed a ping test on my printer using the Mac Network Utility, and the result was:

               10 packets transmitted, 10 packets received, 0.0% packet loss

               round-trip min/avg/max/stddev = 3.782/18.025/36.924/9.063 ms

Here is the wireless status menu readout on my Mac:

              Fios-8EE2I_EXT

              IP Address: 192.168.1.170

             Router: 192.168.1.1

             Security: WPA2 Personal

            BSSID: a0:63:91:ab:c5:0d

            Channel: 1 (2.4 GHz, 20MHz)

            RSSI: -50 dBm

            Noise: -92 dBm

            Tx Rate: 144 Mbps

            MCS Index: 15

            NSS: 2

My router has been forwarding ‘Bonjour packets’ for several years to my HP OfficeJet Pro 8600.

Because I have been unsuccessful in trying to solve this problem, I bought a new HP Envy Pro 6458.  I have been able to do wireless printing with the new printer from my Mac, but I still cannot scan either using the Printing & Scanning utility or using HP Easy Scan.  I get the following error message: “Failed to open a connection to the device (-21345).”  I think I am having the same problem with the new printer as with the old one, somehow related to the settings on my router or on my Mac.  Thanks for your help.

[TEJ1602]

@Mark_Stanga

Thanks for the detailed response. 

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

Also, if the printer is idle or in sleep mode wake the printer and then try scanning.

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!