Printer not responding

[karenh30]

I am not able to print documents from my mac. I AM able to print reports from the HP app installed on the computer. Network information indicates the printer is connected.

[Anand_Andy]

Hi @karenh30,

Welcome to the HP Support Community

I understand you are unable to print from your Mac PC to your HP ENVY Photo 7864 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• I would like to know what app are you trying to print from?
• Are you able to print from any other device connected to the printer?
• From when are you facing this issue?
• Is the blue light solid on the printer?
• Are you trying to print a downloaded file or an online document?

While you answer that, please try the below steps:

Step 1: Use Diagnose & Fix in HP Smart app and check once, if the issue persists then proceed to the next step.

Step 2: Uninstall HP Smart App on your PC:

• Click Finder, and then click Applications.
• In the list of apps, click and drag the HP Smart app to the Trash at the end of the dock.

Step 3: Update software on Mac 

Step 4: Download and install HP Smart and Update the printer firmware

Please check if you are able to print now.

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!

[karenh30]

Hi,

Thanks for the reply. I will take the steps you suggested. I did try the printer diagnostic in the app but it found no trouble. Further exploration revealed the trouble seems to exist only when I try to print pdf documents. It has never been a problem before but i believe there was a recent Adobe update. I posted a new query when I discovered this as I could not see a way to edit my original post. perhaps a reply would have worked.

[karenh30]

Hi,

I deleted and reinstalled the HP app and then updated the printer firmware. It do not think it changed the outcome. Initially I tried to print a statement from a website. Acrobat reader opened and as usual, I clicked on the printer icon to print it. The same "printer not responding" appeared. I then downloaded the document and tried to print it. The same message appeared. Only after I closed Acrobat Reader entirely and opened the document from Finder was I able to print it. So I guess I can eventually print a pdf now but it seems needlessly complicated.

I had not previously attempted to print a random page from a website so I did. I got the same error message. I had been using Firefox so I thought I'd try Safari. I was able to print the same page from Safari.

[Anand_Andy]

@karenh30,

Thank you for your response, continue using Safari to print documents and check, and also check if you can uninstall and reinstall the firefox browser as you are facing difficulties with it. 

Use Adobe Acrobat Reader to print PDF files and check if you can print without any issues. 

If the issue persists, then I would recommend you to uninstall the printer and reinstall it on your PC.

1. Disconnect the USB cable from the printer, if necessary.
2. Click Finder in the Dock.
3. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.
   • If HP Uninstaller is in the folder, double click it to uninstall the software, and then skip to the step to prepare the printer for the driver installation.
   • If HP Uninstaller is not in the folder, continue to the next step.
4. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
5. In the menu bar, click Go, click Go to Folder, type /Library/Printers, and then click Go.
6. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
7. Right-click or Ctrl + click the Trash icon, and then select Empty Trash.
8. Prepare the printer for the driver installation. Make sure it is turned on, cartridges are installed, and plain paper is loaded in the main tray.

Add the printer using Airprint drivers and then try to print:

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.

4.) Click the plus sign click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.

6.) Try 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!