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Solved!

UNABLE TO COMMUNICATE WITH THE DEVICE(HP 4620 PRINTER)

HP Recommended
Officejet 4620 All-in-One
Mac OS X 10.9 Mavericks

This printer is disconnecting continually from the Mac.  Every time it disconnected I tried first: "System preferences, printers and scanners, I choose the printer name and add it "again" and it connects itself without problems. Others times I had to deleted the printer and add it back from the HP support and  it is "installed successfully".

But today(6/13/2020), it is a 'LITTLE MORE DIFFICULT" because I had tried all the tricks I have used before and NOTHING IS WORKING. Somebody can help, please!!!!

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HP Support Agent
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@Marda0581

 

I understand your concerns and I would like to help. We need to check few details first and we could try adding the printer as Airprint

 

- Do you have any Anti-virus software installed on your MAC? If you do, please deactivate it for now.


- Ensure the printer and the MAC are connected to the same wireless network.
-Note:- This printer supports only 2.4GHz network. Do not connect it to 5 GHz Network incase your Router supports both 2.4 and 5 GHz
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, then the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

 

Please check with your Internet service provider if your router is able to forward 'Bonjour packets'. This is very important

 

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.

 

Also 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 touching the wireless icon on the printer display or by printing a Network Configuration Page

 

Next ensure your Mac and Printer have the latest updates

 

Printer Firmware: https://support.hp.com/in-en/document/c02919168

 

Mac update: https://support.apple.com/en-us/HT2015

 

After checking all those details and if the Ping Test is successful, Remove and Re-add the printer using Airprint. AirPrint is an Apple technology that helps you create full-quality printed output without the need to download or install drivers.

 

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 or Secure AirPrint in the pop-up menu. Then click Add.

Select AirPrint from the Use menu

 

6.) Try to print

 

Let me know how it goes😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this post

KrazyToad
I Am An HP Employee

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I also faced this issue while connecting my printer to mac devices. There are various ways to fix this issues.

1. check USB connections and cables,

2. Check for network issues.

3, Clear job queue and delete printer

4. Restore printer to factory settings.

I found these solutions here, You can try one of these methods to see which one fixes the issue for you

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Hi KrazyToad, 

Sorry, It took a lot of time to answer you, 'cause the printer was working ok until Isaias storm that we lost power for two days.  Since then I'd trying to connect the f.. printer without any success.  

I noticed that the printer & Mac had different IP address: How can I synchronized them with the same wireless network?

 

Thanks,

 

Maria

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@Marda0581, 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!

TEJ1602
I am an HP Employee

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It worked so well. thank you KrazyToad, you are very knowledgeable. Thanks again and again.

Marda524

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