Install gets Stuck at "Gathering Device Information"

[StupidGenius]

Hi! All of a sudden my macbook can't seem to use the HP Envy 5540 printer.  I followed all the steps but when it gets to the add the printer stage in the HP Easy start app thing, I just get a "unable to communicate with device" message.  Every time...

I have no idea why it stopped working and I have no idea how to get it working again.  Everything else can still talk to it, like my dad's winodws computer, and my ipad.  It's just my macbook that it is refusing to talk to.  Please help!!

[DavidSMP]

@StupidGenius,

Good Day.  Thanks for reaching out to the HP community.  I will be glad to assist you and let’s get right to it. Terrific observations and great diagnosis of the issue. It is amply appreciated.

Let me gather some information for better clarity to assist you correctly:

• Did you try to update the printer’s firmware?
• Did this occur after recent software or OS update?

I will be providing a roadmap with some troubleshooting steps to resolve the issue. Let us try these steps:

 From this link: https://support.hp.com/us-en/product/hp-envy-5540-all-in-one-printer-series/5447939/document/c046186... (HP Printers - Printer Not Found During Network Driver Setup (Mac)

Perform steps 1 and 2.

Step 1: Restart the computer, printer, and router

Step 2: Check the network and printer connection status

• Then update the printer’s firmware by following directions from this link: https://support.hp.com/bg-en/document/c02919168 Use a USB cable to do it.

• Run all the latest MAC OS updates and ensure that the MacBookPro has the most current updates installed. Now check if the issue gets fixed.
• Also, update the router's firmware if available.

If it persists, then remove the printer and add it again by following these steps from this link: https://support.hp.com/us-en/product/hp-deskjet-2540-all-in-one-printer-series/5295960/model/5295961... (HP Printers - Printer is Offline (Mac)

Perform only these steps:

• Step 3: Remove multiple printers from the printer list
• Step 4: Delete the existing print queue and add the printer   
• Ensure to add the printer only as Apple AirPrint or secure AirPrint and not as an HP printer.

This should do the trick for you.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[StupidGenius]

Hi again! 

Thanks for the help, but it’s still won’t connect to my MacBook.  My mums MacBook sort of exploded last week, so she got a new (refurbished) one, and that found the printer perfectly fine on the first try.  Mine however, still doesn’t find the printer.  When I try to add it as secure air print, it spends ages trying to comunitpcate, but in the end just says that it can’t and asks if I want to add it anyway.  

I’ve followed all your steps, everything is up to date, there are no printers added now, and nothing in the print queue, and nothing changed.... I still can’t connect to the printer any more... I’m having to email myself the files, and print from my iPad.  

Do you have any more ideas? I really need to get this fixed!

[DavidSMP]

@StupidGenius,

Great efforts and a terrific response. It is great to have you back considering your splendid technical expertise and great temperament. It is greatly appreciated.

I need more clarity here:

Are all the devices which include the printer connected to the same network?

If they are connected then try these steps:

• From this link: https://support.hp.com/in-en/product/hp-envy-5540-all-in-one-printer-series/5447939/document/c046186... (HP Printers - Printer Not Found During Network Driver Setup (Mac)
• Perform only the first step:
• Step 1: Restart the computer, printer, and router

Then check if the issue gets fixed. If it continues, then try these instructions from this link: https://support.hp.com/nz-en/product/HP-DeskJet-Ink-Advantage-4670-All-in-One-Printer-series/7317523... (HP Printers - Resetting the Printing System (Mac)

Reset the Mac printing system. It removes all instances of all printers from your Mac. Then add the printer as Apple AirPrint or secure AirPrint and nothing else.

This should fix the issue for you.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[StupidGenius]

Thank again for the support, but I tried everything you said and I am still getting the same message.  

I tried setting it up and a new, different MacBook, and that found the printer, added it and printed within a minute.  Mine however, still can’t find the printer to add it.  I’ve tried AirPrint, and secure AirPrint, and as I said, followed all your step, restarting everything I could.  Everything is on the same network, I only have one wifi network to connect to anyway, and everything is connected to to rooter perfectly.  

Its just like like my MacBook and the printer have had an arguèrent and are now refusing to acknowledge each other’s exisitnace... 

any more help will be greatly appreciated!! 

[DavidSMP]

@StupidGenius,

It boils down to this MacBook then. Try these steps:

Run all the latest Mac OS updates and ensure that they are completely and correctly installed on the Mac. The most current ones need to be installed.

Then from this link: https://support.apple.com/kb/PH25796?locale=en_US  create a new local user account as an administrator.

Then restart the Mac and log in to the new user account.

Now install the printer and check if it fixes the issue.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂