Hold for authentication message

[S10Brian]

I get a message 'enter your user name and password' and the user name is pre-filled with 'guest'; this pop-up box has a printer symbol on the left-hand side. I've tried many combinations, including the WiFi Direct Details and password shown on my printer.  But nothing works.  When I get past this pop-up box (which I can do by cancelling or typing in what turns out to be incorrect information, the print queue then shows 'Held for Authentication'.  I've tired turning off, unplugging, updating HP software but nothing works.  This started after HP issued a software update in mid May, I've since seen two further updates on my printer's webpage, both of which I've downloaded; but still nothing works.  What do I need to put as the name and password please?  Oh, the Apple helpdesk tell me it's an HP issue!

[rb011]

Hi @S10Brian,

Thanks for reaching out to the HP Support Forums for a solution to your printing issue.   I understand that you are trying to use an HP ENVY 5544 All-in-One Printer with a Mac OS X 10.11 El Capitan computer and you are being prompted to enter a username, which is pre-filled with 'guest', and a password. Followed by an 'Held for Authentication'  message in the queue. I would like to help.

The only time that I have seen anything pre-filled with something named 'guest' is when somebody is connected to a 'guest network'. Guest networks a lot of times do not have a password and the password field can be left blank. Sometimes people have a guest network and do not even know it.

I do not know if you are using your computer on a 'guest' network or not, but you definitely want to be sure that the printer and the computer are on the same network. Check the network being used on the printer by touching the Wireless  icon on printer display, and the Wireless icon in the Mac's menu bar, to make sure that they are on the same network.

If you have a 'main' network, that is the one you would usually want to use.

Next I would reset the Mac's printing system. Here is an Apple support document that can be used for reference - Reset the printing system.

After resetting the printing system, the printer will need to be added back to the Printers and Scanners window. You will want to make sure that you are selecting the "HP ENVY 5544 series" driver instead of the "AirPrint" driver in the "Use" drop down menu on the "Add" printer window. Here is a document that can help with that if needed - Add or remove a printer.

Please let me know if this resolves the issue, or if you require further assistance.

In fact, if this helps you to reach a solution please click the "Accept as Solution", and the "thumbs up" buttons down below in this message. 🙂

Thanks! 

[S10Brian]

Thanks for the time taken to reply, I've been through the processes you suggest several times in the last 2 weeks, with no success.  I've even taken to completely removing the printer drivers etc from my IMac (including removing from my Library and removing all references to HP that I could find). I've then gone on to the HP ENVY website and downloaded a fresh version of their latest software/drivers; that made no difference either.  HP themselves are giving me the run around; no-one has a solution to this issue as far as I can tell.  The printer is 6 months old so Ill try and replace it - with a Canon this time!  PS this all started when I installed HP's latest software that they issued on 13 May; they've since issued two further versions (as far as I can tell); neither of these work either.

[rb011]

Hi @S10Brian,

I came across this post on the Apple Support Communities Forums - Printer job "On hold (authentication required)".

it seems there was a solution posted there that managed to help some people with this issue.

Please let me know how it goes.

Thanks.