printer keeps saying offline

[andycski]

I have Envy 7800 series printer scanner which was working fine. I keep getting  printer offline even though it is connected to my network. I have to remove printer in settings, rescan to see the printer. Most of the time when I try to add the printer back, it asks for software which I identify and then it says error loading printer. It eventually will add the printer but by the next day I have to repeat the process. Also, even if I can print, now I can't scan to computer even though the printer identifies my computer and the computer sees the printer. If I attempt to scan using HP software on my MAC, it says it cannot communicate with scanner

[sandytechy20]

@andycski

Welcome to the HP support community.

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

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.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

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

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

5.) Could you perform a ping test  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.

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. 

Keep me posted.

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

Cheers. 

[andycski]

In reference to printer offline issues..

I have had the printer, router and computer for quite some time with no changes and no new devices to cause interference. This issue just showed up in the last few weeks.  I performed the Ping test and wifi information that are attached.  Please let me know if you have any other suggestions

Ping results

56 packets transmitted, 55 packets received, 1.8% packet loss

round-trip min/avg/max/stddev = 32.180/176.553/524.150/110.726 ms

Andrews-MacBook-Air-2:~ andrewcohen$ 

[sandytechy20]

@andycski

Restore the printer to the original network settings

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ). 

2. Touch Network Setup.

3. Touch Restore Network Settings. A message appears stating that the network defaults will be restored. 

4. Touch Yes. 

5. Print the network configuration page and verify that the network settings have been reset.

Connect the printer using Wireless setup Wizard

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch (Wireless). 

2. Touch ( Settings ). 

3. Touch Wireless Settings.

4. Touch Wireless Setup Wizard or Wi-Fi Protected Setup.

 5. Follow the display instructions to complete the setup.

Refer to this HP document for further assistance:- Click here

Keep me posted.

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

Cheers.