HP8710 not printing jobs from Mac devices

[Ed1849]

My HP 8710 is on a wired network connected to different Mac devices running various systems.  It has stopped printing when sent jobs from all applications on all devices.  I get the same results when trying to print wirelessly.  I can connect properly with the Embedded Web Server, so I don't think it's a network issue.

When I run the HP utility, I can get a Print Quality Diagnostic Page or a Printer Status Report to print.  With other attempts to print, the printer clicks and reports that it’s printing.  The job appears in the print queue and says it's printing.   But it isn’t.   I then have to manually cancel the job.

I was in the middle of a batch of printing jobs when this started.  It was printing well ... until it just stopped.   The printer is 2 years old, and I really don't want to have to replace it.

[Ed1849]

I should add that I have tried all of the advice I have been able to find ...  Checking to see that all software is up to date. Restarting printer.   Initializing printer (semi-full reset).  Resetting printing system on Mac ...  The printer has made no complaints about cartridges or issued any other error messages.    I'm stumped.

[TEJ1602]

@Ed1849, 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 “Accepted 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!

[Ed1849]

I tried one more thing before looking into suggestions from TEJ1602:   I got a USB cable and connected the printer directly to the Mac (with printer removed entirely from network).   Same result.   When sent a print job, the printer clicks, reports that it is printing, but nothing happens.  I then have to cancel the job manually.

I am unsure why the questions are focused on the wireless network.   Admittedly, the printer is not working through the wireless connection.   But it's also not working when connected by ethenet cable to the network.   And now it's not working when connected via USB cable.

Answers:

This is a home situation.  There is only one network to which everything is connected.  Yes, the routers bands are both working.  The router and printer are about 5 feet apart.   No antivirus software.   Ping test :

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 2.242/15.267/80.488/24.877 ms

A screenshot was rejected because "personal information is visible."

 

[TEJ1602]

@Ed1849

Thanks for waiting!

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.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[Ed1849]

The firmware was up to date, as was the software on all of the Mac devices.  I had already reset the printing system but I did it again.   Nothing is different after adding the 8710 printer.

Anything else to try before throwing away the printer?

[TEJ1602]

@Ed1849

Thanks for waiting!

Uninstall any HP software that might have been installed, and then add the printer.

1. Download and open HP Easy Start.

2. Open the HP Easy Start drop-down menu, and then click Uninstall HP Software.

   

3. Follow the on-screen instructions to uninstall all HP software.

4. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.

5. Click the Plus sign.

6. Select the name of your printer from the list, click the Use or Print Using field, and then select AirPrint.

   If AirPrint is not available or a specific HP only feature is required, go to 123.hp.com to download the appropriate HP software for your printer.

   

7. Click Add.

8. Try to print.

Keep me posted. 

Please click “Accepted 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!

[Ed1849]

I did what was suggested.   No improvement.    A print job goes to the printer.  It clicks, says it's printing.   But it's not, and the job has to be cancelled manually.