Printer can't find computer and vice versa

[kwarnockny]

I set up this brand new printer for the first time on Saturday, and it worked fine. 

This morning, I attempted to scan a document, and on the touchscreen, I'm getting the message "No computer found."

When I tried to print a Word file, I get a queue, but it says "the printer is not connected."

The blue wireless light is on. I have all the software needed.

I suppose I could connect it with a USB cord, but I bought the printer so I COULD print wirelessly.

What steps should I take?

[Raj1788]

@kwarnockny

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

I understand that the printer and computer are not communicating, need not worry I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

Have you done any hardware changes on the printer?

Is copy working fine?

However, I suggest you follow the below steps.

Step 1: Check the connection between the printer and the Mac (connectivity)

If your printer displays in the Printer list on your computer, it is connected to the computer. Open the Printer list to make sure your printer is connected.

1. Restart your printer and wait for the printer to become idle.

2. If the connection is not restored after restarting your printer, restart your router.

   1. Finish or close all activity occurring on the network.

   2. Disconnect the power cord from your router, and wait 10 seconds.

   3. Connect the power cord and wait for the router to initialize and establish a new connection to your Internet Service Provider. The Internet activity light should indicate a normal state before continuing.

3. Restart the computer and wait for it to become idle.

4. When the computer has finished restarting, click the Apple icon , and then click System Preferences.

5. Click Printers and Scanners, Print & Fax, or Print & Scan to open the Printers list.

6. Click your HP printer in the Printers list, and then click Open Print Queue.

   • If the printer does not display in the device list, and no options for the printer are shown, there is no network connection. Stop troubleshooting, and then search for a document related to connecting your printer to network.

   • If the printer displays in the device list and the printer options are shown, the printer is connected to the network. Try printing again and continue to the next step if the problem persists.

Step 2: Reset the printer

Resetting power to the printer forces the printer to reset stored values in the firmware. A power reset can help when the printer is not accepting communication from the Mac.

1. Make sure the printer is idle, not making any sounds, before continuing.

2. With the printer turned on, disconnect the power cord from the rear of the printer.

3. Unplug the power cord from the wall outlet.

4. Wait at least 60 seconds.

5. Plug the power cord back into the wall outlet.

6. Reconnect the power cord to the rear of the printer.

7. If the printer does not turn on by itself, press the Power button  to turn it on.

8. Try printing again and note what happens.

   • If the printer prints, you can stop troubleshooting.

   • If the print job becomes stuck again, continue to the next step.

Step 3: Remove multiple printers from the printer list

Check for multiple devices in the Printers list, and then remove any extra entries other than one in idle status.

1. Search the Mac for Print, and then click Print & Fax, Print & Scan, or Printers & Scanners in the list of results.

2. Find the printer names that match your printer from the list of devices.

   Figure : Printers and Scanner window with multiple names of a printer in the list

   

3. If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list. Leave one 'idle' printer in the list that matches your printer if available and use this printer as the Default printer.

4. Try printing again.

   • If the printer prints, you can stop troubleshooting.

   • If the printer remains offline or displays an error, continue to the next step.

Step 4: Delete the existing print queue and add the printer

Remove the printer queue from the list of printers, and then add it again. Doing so creates a new printing session.

1. Make sure your Mac is connected to the Internet.

2. In the Printers list, click your HP printer, and then click the Minus button  to delete it.

3. Click the Add button .

4. Find and select the name of your printer from the Printer list, and then click Add to add your printer. Do not select an HP Fax driver.

      NOTE:

   If your printer does not display in the list, make sure the printer is connected, turned on, has power, and is ready to print.

   Figure : Example of the printer selection list

   

5. Click Print Using or Use.

6. Select the name of your printer (if available) or AirPrint.

   Figure : Menu showing AirPrint selected

   

   Your new printer queue displays in the Printers list in an Idle status .

   Figure : Example of a newly added printer in the Printers & Scanners list

   

7. Try printing again.

Keep me posted, how it goes! However, I'll try and follow up in next 24 to 48 hours to doublecheck on the issue.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[kwarnockny]

I can get it to print now, by turning the computer off then on. I would rather not have to do this every time with a brand new printer.

I followed the installation instructions exactly.

It still cannot find the computer to scan.

[KrazyToad]

@kwarnockny

It looks like you were interacting with Raj178, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

Are you able to make Photocopies?

Try updating the Firmware from this Link: https://support.hp.com/in-en/drivers/selfservice/hp-officejet-pro-6960-all-in-one-printer-series/828...

Keep us posted how it goes

Thanks.

[kwarnockny]

I still can't get my printer to print or scan without going through a tremendous amount of trouble. This is a BRAND NEW printer and it doesn't work.

Currently, I'm trying to print two pages. TWO PAGES. And the message I get when I try to print is "the printer is not connected." It IS connected! 

Is this the way the printer is supposed to function? I doubt it. I should not have to follow a checklist of 10-20 steps every time I need to print or scan.

[Jeet_singh]

@kwarnockny,

It looks like you were interacting with @Raj1788, MKazi & KrazyToad, but they are out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I see you have exhausted all possible troubleshooting steps and still having the issue with the printer. Don't worry we'll work together to help you find a solution.

In the meantime can you try to connect this printer to a Windows PC and check if it works correctly to isolate the issue.

If it works, then I would suggest you could try to assign static IP address and google DNS.

Once the printer is connected to the network, then assign a static IP to the printer:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

If the issue persists, Let's try to perform Reset Printing System in Mac: Resetting the printing system removes all printers and scanners from the printers queue and clears all print jobs and print settings from the system, including printers and scanners that are not from HP. Resetting the printing system can be useful for troubleshooting printing problems, but you need to add all of your printers and scanners back to the list when you are finished.

• Click the Apple menu icon, and then click “System Preferences”.
• Click “Printers and Scanner” / “Print and Scan” or “Print and Fax”.
• Right-click the blank space in the Printers list, and then click “Reset printing system”.
• Click “Reset” in the confirmation window.
• Enter an administrator username and password, and then click “OK”.
• Wait until the printing system is reset and no devices show in the Printers list

• Restart your computer and then go back to System preferences – Printers and scanners.
• Click the “Add button” (+).
• Find, and then select the name of your printer from the printer list, and then click “Add” to add your printer.
• Click “Print Using...” or “Use”, and then select Secure AirPrint or AirPrint.

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

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,