Macbook Pro not finding HP5530 Envy Series printer

[CIP123]

My router/modem is a Bell Home Hub 3000. It says my printer is connected to the internet. I can send an email to my printer and it prints, so I know it's connected. When i try to send a print job directly to the printer, it does not print. I get messages: printer is not responding or printer is not on the network. I've been working with Apple support but they can't solve the problem and have escalated to their software engineers. I deleted the printer from my Mac and when I try to re-add, it says there is no printer on my network. The only thing that works temporarily is I reboot my modem and I can print, but it doesn't last. Anywhere from 1 to 5 days later, the connection to the printer is gone and I have to reboot. Does anyone have a solution?  

[TEJ1602]

@CIP123, Welcome to HP Support Community!

I see that the printer cannot print wireless from your Mac Computer, this could be an issue with connectivity, let us try to isolate and resolve the issue.

Follow the steps below-

1. Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!
    
2. Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.
    
3. Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.
    
4. Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

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!

[CIP123]

I'm in a 3-year old 800 sq. ft. wired condo. I didn't have a problem in October 2019 and went away for 6 months. When I got back, the printer problems started. There are no barriers or microwave/lighting interference.  I've tried moving closer to the printer, which had no impact. I haven't tried to change the router channel. Your questions:

• Are the printer and PC connected to the same network?   YES.
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?  NO.
• What is the distance between the router and the printer?   20-25 FEET
• Is there any antivirus software installed on your computer?  YES, MALWAREBYTES (FREE VERSION)
• Could you perform a ping test using the Mac Network Utility and let me know the results?  RIGHT NOW THE PRINTER IS WORKING.

After I posted this printer problem, I reset my modem and the printer is connected, but it won't last. I have screen shots I can send you, but I do not see how I can do that. I have a screen shot (hp645106680168.local./#hid-pgWebServivesSetup), for example, that shows there is a good connection between the printer and ePrint (green arrow). When the printer is not working, the green arrow turns to a red X. 

[CIP123]

One day later to my earlier post. The printer is not connecting.  I'm including two ping tests, working (yesterday) and not working (today) and my printer report.

HP Printer Report 1HP Printer 2HP Printer 3Yesterday PingToday Ping, Not WorkingYesterday Web Services, WorkingToday Web Services, not working

[CIP123]

Confirmed today with Bell that that the modem forwards Bonjour packets.

[TEJ1602]

@CIP123

Thanks for replying!

One the ping test reports I see that there is a 100% packet loss which clearly is a sign of communication issue.

You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

Ensure firmware on printer and router are current.

Check if 2.4GHZ and 5HGXZ networks have different names. that is how it should be.

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!

[CIP123]

A couple of secondary issues popped up: 1. we started to have connection issues between our laptops and our wireless network; 2. our smart tv, which is connected the modem, had sound but no picture on the digital channels( Netflix was fine). A conversation with technical support found some irregularities and thinks the problem is being caused by the modem. Bell was here today and replaced the modem. We're monitoring to see if this corrects the printer problem.

[TEJ1602]

@CIP123

Sure, keep me posted.

Thanks!