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Solved!

can't print

HP Recommended
HP OfficeJet Pro 9010
macOS 10.14 Mojave

Dear Friends,

 

I purchased my printer in June and it installed and worked perfectly until I moved to a new place in July.  I can print with my Samsung phone but cannot print with my MacBook Air.  I hope you can help.

 

Thanks,
Jeff

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@jonesacres, 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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Screen Shot 2020-08-20 at 3.44.11 PM.pngScreen Shot 2020-08-20 at 3.45.37 PM.png

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  • Are the printer and PC connected to the same network?  How do I find that out?
  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?  I looked at the router and could not tell.  It is a Spectrum router.
  • What is the distance between the router and the printer?  Immediately on the other side of the wall, so 6 inches.
  • Is there any antivirus software installed on your computer?  How do I find that out?
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@jonesacres

 

Thanks for replying!

 

ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

 

Remove and add the printer

Click the Apple menu, and then select System Preferences.

Depending on your operating system version, click Print & Fax, Print & Scan, or Printers & Scanners.

Click the name of your printer, click the Minus sign, and then delete the printer.

 

Select printer and click the minus sign

Click the Plus sign, and then click Add Printer or Scanner.

Click the Use or Print Using box, and then select AirPrint

 

Select AirPrint from the Use menu

 

Click Add to add the printer to the list.

Try to print.

 

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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Success!!!  Thank you so much.  It's been so long since I had to do that I had forgotten.  Thank you so much for your help!  

 

Mahalo,

 

Jeff Jones

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