Tango HP can't connect to the cloud service

[kuanyu75]

Hi there,

I hope someone can help me with this.

I own a Tango HP  and every time I use the HP Smart app on my Mac OS Catalina I have to re-setup the printer. Every single time I open the app. It's so annoying!!!!

Also In the last few month I'm not able to sign in my Instant ink account which means not updating from the printer status and ink supply to the cloud. So, as soon as I will run out of ink, I'm screwed!

I wish to return it and get the money back. This service and the printer itself is ridiculous. I can't even talk to a physical person from HP to address the problem.

Did anyone sort this issue out somehow? Any advice?

Many thanks!

Michele

[Jay_G24]

Hi @kuanyu75,

I'd like to help!

Try updating mac and printer firmware

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update Mac, try these steps - How to update the software on your Mac

Add the AirPrint printer to the Mac printer queue

Confirm you are using AirPrint by adding the printer in System Preferences.

1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

   Figure : Example of the Printers & Scanners window

   

2. Check if your printer name displays in the Printers list, and then do one of the following steps.

   • If your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign  to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step.

   • If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.

   • If your printer is not listed in the Add Printer or Scanner window, go to the Frequently asked questions in this document to resolve connection issues, try to add the printer again, and then continue to the next step.

3. Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.

   Figure : AirPrint displays in the Use menu

   

4. Open a document or photo, click File, and then click Print.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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

[kuanyu75]

Hi there,

Thanks a lot for your reply.

I'm afraid there are not update available for the HP smart software installed in my OS.

I'm not prepared yet to move from Catalina to BigSur at the present time.I had this problem with High Sierra and now with Catalina as well.

There are not firmwares update available for the Tango printer either.

I can't connect to the printer(through the HP smart app) either with my iPhone, iPad or my Mac, but I can print though.My computer seems to have a stable connection with the printer, but it can't connect to internet, so that means it is not connected to my account, neither my apps.

Any advice please?

Many thanks

Michele

[Jay_G24]

What is the status of the wireless light on the printer, steady or blinking?
 I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?

Is your printer connected to home or public network?

[kuanyu75]

Hi Jay,

Thanks for your reply.

The light blue is steady.

My router is a smart one, 2.4 and 5 with a mesh disk. Does the printer works only on 2.5GHz band?

I have only a home network.

Please let me know your thoughts.

Michele

[Jay_G24]

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) What is the distance between the router and the printer?

3.) Is there an antivirus software installed on your Mac?

4.) 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. 

Also, Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

 Keep me posted!

[kuanyu75]

Hi there,

Thanks a lot for your advice.

Following your guides I had to move the printer next to the router which is sitting far away from my office. I believe I get only 5GHz in my office, instead next to the router I get both bands.

I guess it's the only way to avoid offline status from the printer. I din't expect that the printer support only 2.4GHz. Nowadays it's common to have both bands from a standard router. I'm quite disappointed. To be honest, if I had the opportunity,I would have returned this printer back to get something more updated.

However, thanks a lot for your kind support.

[Jay_G24 · Accepted solution]

You're welcome 🙂

HP Tango supports both 2.4 and 5GHz network, I was able to verify the information using the printer's user guide

Hope this helps!

Keep me posted!

[kuanyu75]

Thanks for letting me know. I didn't check it.

Best regards

[Jay_G24]

You're welcome 🙂

 If you need further assistance feel free to reach out to us.

Have a great day ahead!

Please click “Accepted Solution” on my public post 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!