help from HP directly

[jaebreck]

 Is there a way to get support directly from company rather than community board? I have pieced together community board suggestions and they have not worked. Here are circumstances: 

MAC OS is 10.14 Mojave 

computer new in February 

Printer has been used successfully for about 3 years with older mac and wireless with PC laptops and other wireless MAC devices

Printer used successfully with MAC OS Mojave until Friday 

On Friday, it did not work. - Error message indicating printer not detected - because it was "offline" 

I followed directions to reset printer including re-adding it AND checking all connections, turning computer and printer on and off, etc. 

It worked - briefly 

Today it does not print from computer (I can print the printer status report directly from printer. The error is that the printer is IDLE. This is a different error message than the messages I received Friday 😳

Thank you for any insight. 

Also advice welcome : is there a better HP printer to use with a MAC desktop with this operating system? 

[Jay_G24]

Hi @jaebreck

Welcome to the HP Support Community. I'd be happy to assist you.

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) What is the distance between the router and the printer?

3.) Is there an antivirus software installed on your Mac?

4.) 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. 

Hope this helps! Keep me posted. 

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