ethernet connection between new modem and printer doesn't transmit from Mac

[newgranny]

I just installed a new CenturyLink modem; it works wirelessly with my iMac 10.11. My old (but functional till yesterday) Deskjet 6940 is connected to the modem via Ethernet. When I try to print, the document seems to be transmitting to the printer, but then it stalls out and I get the message that "the printer is not connected"--which it is, plugged in, ethernetted, and turned on. Centurylink support says that only 10% of the info from the computer is getting to the printer, but he seems to think the Ethernet part of the new modem is functional,

I've already tried every unplug/reboot/resend/add printer again/check updates/IP address (can't connect)/different ethernet ports and cables/etc.

Any other ideas?

Thanks!

[Drakster]

Hi @newgranny,

Thanks for reaching out to the HP Support Forums!

I noticed that you're unable to print to your HP Deskjet 6940 and 6943 Printer using the wired network connection. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

I understand the frustration that you're experiencing. I believe the reason why you're experiencing issues is because HP doesn't have drivers for this printer in Mac OS X 10.11 El Capitan. The last driver released for this printer was for Mac OS X 10.5. 

Are you able to print USB? 

Here's the full list of printer software and drivers available for download for your Mac. 

• HP Printers - Installing a Mac Printer Driver Using Apple Software Update

If the issue persists, please try these steps.

Repair the Disk Permissions on the Mac:

1. Close all applications.
2. On the Apple menu bar, click Go, click Applications and then click Utilities.
3. Double-click Disk Utility.
4. Highlight your hard drive/partition on the left.
5. Click Verify and then Repair Disk Permissions.
6. Restart the computer.

 
Reset the Printing System:
Note: This will remove all printers in the print and Fax/Scan, any printer removed can be re-added later by clicking the plus (+) symbol.

1. Click the Apple icon and then click System Preferences.
2. Click Printers & Scanners.
3. Right-click (or Ctrl +click) in the left white side panel, then click Reset Printing System.
4. Click OK to confirm the reset.
5. Type the correct Name and Password.
6. Click OK to reset the printing system.

 
Add the printer:

1. Then click the + sign to add the driver, highlight the printer (you might have to click the drop down to select the printer's name). 
2. Then click on the Add button. Do not add the AirPrint Driver.
3. Now, try printing again.

I hope this answers your question. Please respond to this post with any concerns you may have. I look forward to hearing from you. 🙂

[newgranny]

Sorry, no thumbs-up yet. I have downloaded the latest batch of drivers and now have v. 4.05 for Deskjet 6940 (supposedly). I've followed Apple's directions and reset the printing system when all else failed, then re-added my printer, and my computer installed new printer software.  One difference: the printer is now listed as 6940 series, whereas previously it had 6940 plus a specific number.

So I've tried once again to print, but get "The printer is not responding." 

I don't have a USB-USB cord, nor does this Mac have an Ethernet slot, so can't use those.

This is what I see in About This Mac, Printers:

Deskjet:

  Path: /Library/Printers/hp/cups/Deskjet.driver/Contents/MacOS/Deskjet

  Permissions: rwxr-xr-x

  Version: 4.0.5

commandtohp:

  Path: /Library/Printers/hp/cups/filters/commandtohp.filter/Contents/MacOS/commandtohp

  Permissions: rwxr-xr-x

  Version: 2.3.1

If the modem is not defective (CenturyLink says it's working), and I have the latest driver, what is the problem here?

Thanks.

[Drakster]

Hi @newgranny,

Thanks for the response. 

HP Deskjet 6940 series v4.0.5 is the Apple Update Driver. You were using the previously installed driver that was for a different version of Mac OS X. 

Did you Repair the Disk Permissions, reset the Printing System and re-add the printer? 

To test functionality:

• Try printing from another computer.

Print a customer support diagnostic test page

• Press and hold the Power button.

• While holding the Power button, press the Cancel (X) button, and then release both buttons.

• What were the results?

To help determine if the problem is the printer or the Mac, I recommend that you try the USB connection. 

• USB printer cables are commonly sold in stores like Walmart. Staples, and Office Depot, etc. When you go shopping. look for a USB 2.0 Cable - Type A Male - Type B Male.

Here are some examples: 

• Belkin USB 2.0 Cable - Type A Male - Type B Male - 10ft 
• V7 USB 2.0 Cable - 6ft - Type A Male USB - Type B Male USB 
• V7 USB 2.0 Cable - 10ft - Type A Male USB - Type B Male USB 

Source 

Please respond to this post with the results.:)

[newgranny]

So I ran the disk utility. Talked with Apple Support for a long time, and retried everything with expert leadership. I can no longer print from the MacBook either.

The Mac sees the printer, sends messages, but gets no response. The printer utility says it's not connected; 

Conclusion: it has to be something inside the printer. Any further ideas?

The connection is not via Bonjour, and perhaps our new modem doesn't support that. 

[newgranny]

Whoops--forgot to say I printed that diagnostic page, but don't know what part of the results you want to know about. I got a full page of numbered results.

[Drakster · Accepted solution]

Hi @newgranny,

Thanks for getting back to me.

It is good that the printer was able to print the diagnostic page. 

Ensure the router and firewall on the Mar are not blocking these ports.

• About the application firewall

Printing Ports:

• UDP ports: 427, 137, 161
• TCP port: 9100

Photo card upload:

• UDP ports: 137, 138, 427
• TCP port: 139

HP device status:

• UDP port: 161

Web Services Ports:

• UDP and TCP: 80, 443, 5222, and 5223

Bonjour Ports:

• UDP and TCP: 5353, 5297, and 5298

Unplug the wired network (ethernet cable), restore the defaults on the printer.

Restore Factory defaults.

Follow these steps to reset the printer to the factory default settings:

1. Verify that the printer is powered on.

2. Press and hold down the Report Page button.

3. While holding down the Report Page button, press the Cancel button three times.

4. Release the Report Page button.

Source 

• Reboot the printer.
• Connect the ethernet cable.
• What were the results?

If the issue persists, please try the USB connection.

Please respond to this post with the results. Good Luck!

[newgranny]

Ta-da! The iMac now prints; gotta go work on the MacBook, which did and now doesn't.

How come no one suggested a reset to default about 2 days ago?

Thanks! I'll get back to the forum when I get the MacBook printing.

[newgranny]

Everything--both Macs--seems to be working now. But how come a reset-to-default wasn't a suggestion before all the disk-checking, cable-buying, downloading, etc, suggested previously? The reset was so simple and easy, and the rest of it so time-consuming and frustrating. I spent 1 1/2 hours on the phone between CenturyLink and Apple, after trying everything online from HP, and then finally getting your suggestion.

Really not the greatest experience from HP. I'd love to know whether there's some company policy about not divulging the reset trick unless all else has been exhausted.

But thanks, in the end, for getting me printing again.