Tango connected, computers can't see it

[dank79]

We've recently encountered an issue where our Tango Printer is showing its connected to the wifi (status pages and Lights)  with no issues, but none of our computers can connect to the printer except for the MacBook Air that is latest and greatest and can only see the printer and print through the HP Smart App (which is weird, because it doesn't show up in the printer list in system preferences).  

I've gone through all of the troubleshooting we can think of to get the printer to work normally, but the iMac, MBP and our iPhones say the printer is not connected, but the printer says it is.  

Tried everything on this page: 

https://support.hp.com/us-en/product/hp-tango-series/20486540/document/c06184808

I've tried the following for troubleshooting purposes: 

1. Reset the printer (multiple times) With Holding the Wifi connection and then holding the power button and disconnecting the power completely. Printer connects fine, none of our devices can. 
2. Deleting the printer from System Preferences (now we can't even see the printer, even when we go through the HP Smart App setup). 
3. Deleting the HPSmart App and reinstalling it on the computers.
4. Entering the Printer's IP address manually, computer still can't see it. 
5. Trying to set up the printer multiple times via the HPSmart app, we get all the way to the part where we need to install drivers and then the computer won't see the printer in the System Preferences '+' add printer. 
6. Resetting the Wifi Router, have done this twice now with no success.  

The only thing that has changed since we bought the printer in March is that it moved locations, closer to the router in our home office.  

Any advice would be appreciated, as I'm about to kick the thing into the trashcan (no pun intended).  

Thanks.

[Kumar0307]

@dank79, Welcome to the HP Support Community!

Check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update

Perform a ping test to check the connectivity

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post.

If there is any loss, reconnect the printer to the wireless network. Refer to this document to know how. 

• Make sure the printer and the MAC are connected to the same wireless network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
• Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.
• 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 the option key on your keyboard and click the WiFi icon to get detailed information.

Hope this helps! Keep me posted. 

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!

Have a great day! 

[dank79 · Accepted solution]

Hi Kumar,  

Believe it or not this issue was resolved, not by updating our computers, but by Spectrum IP.  

After working with Support, they let me know that Spectrum needed to send a firmware update to the wifi router to get the computers to see the Tango printer.  Spectrum did that, and our computers can see and print from the printer. 

Thanks.