HP OfficeJet Pro 9012 does not connect to Mac

[Frontalier]

I have trouble connecting my OfficejetPro 9012 to my Mac mini. I can't use the function 'print to computer' and when I try to scan from my Mac mini using HP Smart, I get the message 'Printer Offline'.  HP Utility does not see the printer.
What I've done so far:
Activated 'Scan to computer' on an old Windows PC;

Removed and reinstalled the printer;

Reset the printing system in System Preferences;
Pulled out the ethernet cable and use WiFi instead.

Nothing works.
Any ideas?
Thanks.

[TEJ1602]

@Frontalier, Welcome to HP Support Community!

To be able to assist you better, I would like to know the following:

• 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!

[Frontalier]

Thank you for your reply. I'll answer your questions one by one.
Are the printer and PC connected to the same network?
The printer and PC are connected to the same Ethernet network. I prefer wired networks to WiFi.
Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
Yes.
What is the distance between the router and the printer?
About three meters.
Is there any antivirus software installed on your computer?
Yes, Bitdefender. I'll uninstall it and see what happens.
Could you perform a ping test using the Mac Network Utility and let me know the results?
The result is: 

ping: cannot resolve http://192.168.2.124/: Unknown host
Thank you!

[Frontalier]

Hello again,

I've uninstalled Bitdefender: no difference.
I've removed the ethernet cable and connected the printer via WiFi: no difference.
My router can forward Bonjour packets.
The weird thing is that I can use the HP printer to print and it shows under System Preferences> Printers and scanners.
I just can't use HP Smart to scan from my Mac and I cannot scan from the HP device to my Mac.

Even stranger: I run Parallels on my Mac and the HP functions normally under Parallels/Windows 10.
The HP printer also functions normally on my MacBook laptop.
Kind regards, Nienke

[TEJ1602]

@Frontalier

Thanks for replying!

Try creating a new User Account on your Mac OS and add the printer.

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!

[TEJ1602]

@Frontalier, Welcome to HP Support Community!

I see that the IP address of the printer used to perform the ping test was not appropriate. The printer IP can be located by selecting the wireless icon on the printer display.

If the ping test results are good, try scanning using other apps.

Scan with Apple Image Capture

Apple Image Capture comes with macOS and OS X and provides a quick and simple way to scan.

1. Place the document or photo print side down on the scanner glass, and then close the scanner lid.

   If your printer has an automatic document feeder (ADF), use it to scan multiple page documents at one time.

      CAUTION: 

   Do not load photos in the ADF.

2. Open Finder , and then click Go in the top menu bar.

3. Click Applications, and then double-click Image Capture.

4. Click your printer name in the Devices or Shared list.

   NOTE: 

   If a Software for this device is not installed message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

5. Click Show Details at the bottom of the screen.

   A preview of the scan displays, and then change any of the following settings:

   • Scan Mode: Select the scanning bed or automatic document feeder.

   • Kind: Set scan as color, black and white, or optimized for text only documents.

   • Resolution: Higher resolution produces better quality images by using more dots (pixels) per inch. Higher resolution increases the file size of the scan. Use a higher resolution for scans with graphics or items that require the best detail. If you are scanning black and white text, higher resolution is not necessary.

   • Size: Use a standard paper size or select the Use Custom Size option.

   • Scan to: Select the folder you want scans to save to or use the Mail option to attach the scan to an Apple Mail email message.

   • Name: Type a name for the saved scan file.

   • Format: Select the file type for the scan.

     NOTE: 

     To save multiple page documents or multiple images into a single file, select the PDF or TIFF format, and then select the box next to Combine into single document. This feature is only available with these formats.

   • Image Correction: Click the pop-up menu, and then select Manual to display color change options such as brightness and saturation.

6. Click Scan.

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!

[Frontalier]

Thanks again for your help. I've checked the IP address again and performed a ping test: error message.
I've tried to use Image Capture via Finder: error message.

[TEJ1602]

@Frontalier

Thanks for replying. To further isolate the issue, provide the following information.

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.

Keep me posted for further assistance.

[Frontalier]

Thank you again. Please note my office is small and I'd rather not use WiFi unless really necessary. Both printer and computer use wired internet. 
I've talked to the Helpdesk and I've posted their solution in my other reply.

[Frontalier]

Hi, in the end I've talked to HP Support and they told me HP does not have the right drivers for my Mac. We've changed the Bonjour-settings to 9100 and now it works.

Thanks a lot for your help!