HP Envy 5055 1 Job "Connected to print" but not printing

[chuckkahn]

So I started a print job.  Pages 1 to 26 or a 4x6 document in Pages 8.2 in MacOS High Sierra to 4x6 photo paper.    leave the room and come back to the room and find that printing has stopped at page 22 (going backward from 26, 25, 24, 23...).   I tap the darkened printer display and I don't see any status message about needing more paper.  I go to the Mac print queue and abort the print job and start again from pages 1 to 21.   Print queue lists job and message "Printing - Connected to printer"   But nothing is printing.  How do I print if it isn't printing and there's paper in the tray.  Suppy Levels say "Information Not Available"   The only solution I see to this is to reboot.  Any other ways to reboot the print queue and not the whole computer?

[TEJ1602]

@chuckkahn, Welcome to HP Support Community!

This could be an issue with the connectivity, let us try n isolate the issue. To be able to assist you better, I would like to know the following:

• Is your printer enrolled on Instant Ink program?
• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• Is there any antivirus software installed on your computer?
• 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.

Keep me posted for further assistance.

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!

[chuckkahn]

I am using usb, not network.  

[TEJ1602]

@chuckkahn,

Thanks for replying!

Let us try some steps and see if that helps!

Restart the computer and printer

Restarting the computer and printer can restore the scan connection and scan options.

1. Turn off the printer.

2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.

3. Close all running programs on your computer then shut down the computer.

4. Turn on the computer.

5. Turn on the printer.

If you connected the printer through a USB hub or docking station, try connecting the cable directly to a port on the computer.

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

Remove and add the printer

Click the Apple menu, and then select System Preferences.

Depending on your operating system version, click Print & Fax, Print & Scan, or Printers & Scanners.

Click the name of your printer, click the Minus sign, and then delete the printer.

Click the Plus sign, and then click Add Printer or Scanner.

Click the Use or Print Using box, and then select AirPrint

Click Add to add the printer to the list.

Try to print.

Keep me posted for further assistance.

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!

[chuckkahn]

My question was "Any other ways to reboot the print queue and not the whole computer?"

When I posted my question I was in the midst of printing 156 4x6 photo paper sheets.   I could only get through 15 to 25 sheets before printing would stop and I would have to reboot my computer.   I found this rebooting to be very disruptive to my work, because rebooting not only interrupted the work I was trying to do on my computer, but it reset the arrangement of application windows on the my three monitors, which added extra disruption to my work as I had to put each application window back in the correct monitor before I could resume working.  So I posted to this community in search of a solution other than rebooting.  I eventually finished the print job of 156 sheets after a long day or printing and rebooting and printing and rebooting, so all of these replies are 3+ days too late for my problem. 

Nevertheless I attempted the Update printer firmware suggestion and the installation asked if I wanted to install Wifi printing.   Does this choice eliminate USB printing?   Isn't USB printing more reliable than Wifi printing?   Isn't Wifi printing tied to the reliability of the Wifi network one is connected to?  Why does the firmware update promote a less reliable method (Wifi) during the installation?

[TEJ1602]

@chuckkahn

The printer Firmware update can be done using a USB cable or via a wireless network. Both USB and WiFi connectivity are reliable. If your network is not reliable you can continue to use the printer with USB cable.

Is the issue now resolved?

Keep me posted for further assistance.

[chuckkahn]

How do I check if my firmware is up to date?

[TEJ1602]

@chuckkahn

Update the printer firmware for printers connected to a Mac.

1. Make sure the printer is on and connected to the computer through your local network or USB cable.

2. Go to HP Customer Support - Software and Driver Downloads.

3. If a Let's identify your product to get started page displays, click Printer.

4. Type your printer model number, and then click Submit.

   The software results page for your printer displays with the default operating system selected.

5. If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.

6. Click Firmware, and then click Download.

   If a Firmware section is not listed, an update is not currently available for your printer.

7. When the download is complete, open the [Printer_name].dmg file.

8. Double-click HP Firmware Updater.

9. Click the name of your printer, and then click Continue.

   

10. The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.

    • If Device is ready to be reflashed displays, click Continue to update the firmware.

      When the update completes, click Done.

    • If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.

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!

[chuckkahn]

Those are instructions on how to update.  The link goes to a page that says "We're sorry we can't seem to find the page you were looking for."

Anyway my question was "How do I check if my firmware is up to date?"

Maybe my printer is up to date and doesn't have to update.  How do I check?

[TEJ1602]

@chuckkahn

Use this link https://support.hp.com/us-en/drivers and follow the same steps. If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.

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!