Offline with Mac/Officejet 8610

[LeeDuty]

Printer goes offline until I turn it off then on. Works until it sleeps, the goes offline again. I have checked all connection, resent printer and WIFI, and even looked at EWS pages! I've reinstalled printer. Help!

[TEJ1602]

@LeeDuty, 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!

[LeeDuty]

Hi and sorry for the delay. I wanted to do as much as possible before troubling you again.

Answers:

• Are the printer and PC connected to the same network? Yes 2 Macs and printer via Comcast/AirPort Extreme
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? No idea
• What is the distance between the router and the printer? 20 feet
• Is there any antivirus software installed on your computer? Just what is there from apple
• Could you perform a ping test using the Mac Network Utility and let me know the results? 3 attempts; For Mac 10.15.5: 10 received, 9 received, 10 received; For Mac 10.9.5: 10 received, 9 received, 10 received

• 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. COMCAST wait time killed me. Didn't talk to them. Will do if absolutely needed.

• 

[TEJ1602]

@LeeDuty

The loss of packets shows that there are communication issues.

I'd suggest you contact the ISP and verify the same. Also, check for Bonjour packets forwarding.

Keep me posted.

[LeeDuty]

Hi again,

Concerning the packets, I don't think they're missing (10 sent/10 received). Since Comcast has been no help, I gave this a hard think. The problems began after I added my new computer. I have noticed new names for the printer.

On printer/HP wireless direct name is HP-Print-54-Officejet Pro 8610 (off at the moment)

On old computer name is HP Officejet Pro 8610 (HP53B9353)

On new computer name is HP Officejet Pro 8610 (10.0.0.197)

Don't these names have to be the same? +Lee

[TEJ1602]

@LeeDuty

The computer is connected to a 5GHz network but the printer is only compatible with the 2.4GHz network. Both the printer and the computer need to be on the same network to be able to print.

I hope that answers your concern adequately. Let me know!

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!

[LeeDuty]

Now I'm totally confused. The old computer and printer worked after the network upgrade up until I added the new computer. If only the new computer is not compatible, two questions:

1. Why did the old computer suddenly have the problem after adding the new computer?

2. Why does the new computer print when I turn the printer off and back on. Printing only stops after the printer sleeps.

[TEJ1602]

@LeeDuty, Welcome to HP Support Community!

Thanks for waiting!

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Restore network defaults on the printer and reconfigure the printer

1. From the home screen of your printer control panel, touch the Wireless icon .

2. Touch the Setup icon .

3. Touch Restore Network Defaults or Restore Network Settings, and then touch Yes to confirm your selection.

4. After the default network settings are restored, touch the back arrow, touch Wireless Settings, and then touch Wireless Setup Wizard.

   The printer searches for available networks.

5. Touch the name of your wireless network.

6. If your wireless network does not display in the list of wireless networks, touch Enter New Network Name, and then type the name of your wireless network.

   NOTE: 

   Type the exact network name, including any uppercase and lowercase letters.

7. Type the WEP or WPA key (network password), and then touch Done.

   If you do not know your network password, go to Find Your Wireless WEP, WPA, WPA2 Password.

   Once the printer connects to the wireless network, the blue Wireless light on the control panel turns on solid.

Now, remove and add the printer on your computers. Make sure all the devices are on the same network. 

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.

Lastly, check with ISP about the router forwarding Bonjour packets.

Keep me posted.