HP Envy Photo 7100 printer won't print

[jlischka]

My HP ENVY Photo 7100 printer has stopped printing from my MacBook Air M1over a wifi network after working perfectly for over a year. I know the printer is still on the wifi network because I can still print from my iPhone and iPad. The MacBook says the printer is offline even though I was able to scan a page from the HP Smart app. The printer firmware is uptodate.

[Betty0610]

@jlischka

Welcome to the HP Support Community.

 I'd like to know the following to isolate the issue further- 

1) Are the printer and Mac connected to the same network? 

Perform a ping test to check the connectivity 1. Click Applications > Utilities > Terminal. 2.Type ping "IP address" and press enter 3.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.

Let me know if this helps.

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!

Thanks!

Have a great day!

[jlischka]

The printer and the laptop are on the same wifi network. My iphone and ipad are on the same network and they print fine. I was also able to scan on the printer using the HP Smart app.

The results of the ping test were: 15 packets transmitted, 0 packets received, 100.0% packet loss

[Betty0610]

Please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall from the Mac App Store.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[jlischka]

I don't know what "/Users/Username/Library/Application Support" is or where to find it.

[Betty0610]

Delete the HP Smart App from by going to users, then username, library etc.

It's a path.

And once done, restart the Printer, MAC and router.

Let me know if this helps.

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!

Thanks!

Have a great day!