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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎03-04-2016 01:07 PM

HP Recommended
Product: MFP M277 dw
Operating System: Mac OS X 10.11 El Capitan

I have a 2015 21.5" iMac running El Capitan (10.11.3) and an HP Color LaserJet Pro MFP M277dw that drops offline when inactive for a while.

Once the Mac has been sleeping, I can no longer copy, scan or fax without rebooting both the printer and the iMac. And this is intermittent. It does not happen every time the iMac goes to sleep, but probably happens a couple times a week.

The printer is connected both wirelessly (so that I can print from my iPad in other parts of the house.) and directly to the iMac via USB.

I have updated all related HP software and have applied the latest HP firmware update for the printer as well. I've also run through all of the set up instructions that were included with the printer.

Any other troubleshooting tips would be greatly appreciated.

1 ACCEPTED SOLUTION

Accepted Solutions

‎03-06-2016 04:08 PM

HP Recommended

Hi @RBurgett,

 

Thanks for reaching out to the HP Support Forums for a solution to your printer falling offline issue.

 

I understand that you have an HP Color LaserJet Pro MFP M277dw connected to a wireless network for your iPad, and connected with a USB to your iMac running Mac OS X 10.11.3 El Capitan, but the printer drops offline after is has been inactive for a while, and also becomes unresponsive after going into sleep mode. I would like to help with that.

 

If you are seeing the offline printer message on the iMac, that would be because the iMac thinks it is using the printer wirelessly, when it should be using the USB connection.

 

You should be able to resolve that by disconnecting the USB cable. Once the USB cable is removed, reset the Mac's printing system. If you are unsure how to reset the Mac's printing system, here is a support document that can help - Reset the printing system.

 

After the Mac's printing system had been reset you should be able to reconnect the USB cable to add it back to Printers and Scanners.

 

As far as not being able to copy, scan or fax without rebooting both the printer and the iMac that might be resolved by resetting the printing system and making sure the USB printer is the one listed in Printers and Scanner. When the printer seem to be unresponsive, the first step is to perform a Power Reset on the printer.

 

 

Please let me know if this resolves the issue, or if you require further assistance.
 
In fact, if this helps you to reach a solution, please click the "Accept as Solution", and the "thumbs up" buttons down below in this message. 🙂
 
Thanks!

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom to say “Thanks” for helping.


rb011
I work on behalf of HP

View solution in original post

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8 REPLIES 8

‎03-06-2016 10:17 AM

HP Recommended

Does anyone have any ideas at all for troubleshooting this?

Thanks.

 

Was this reply helpful? Yes No

‎03-06-2016 04:08 PM

HP Recommended

Hi @RBurgett,

 

Thanks for reaching out to the HP Support Forums for a solution to your printer falling offline issue.

 

I understand that you have an HP Color LaserJet Pro MFP M277dw connected to a wireless network for your iPad, and connected with a USB to your iMac running Mac OS X 10.11.3 El Capitan, but the printer drops offline after is has been inactive for a while, and also becomes unresponsive after going into sleep mode. I would like to help with that.

 

If you are seeing the offline printer message on the iMac, that would be because the iMac thinks it is using the printer wirelessly, when it should be using the USB connection.

 

You should be able to resolve that by disconnecting the USB cable. Once the USB cable is removed, reset the Mac's printing system. If you are unsure how to reset the Mac's printing system, here is a support document that can help - Reset the printing system.

 

After the Mac's printing system had been reset you should be able to reconnect the USB cable to add it back to Printers and Scanners.

 

As far as not being able to copy, scan or fax without rebooting both the printer and the iMac that might be resolved by resetting the printing system and making sure the USB printer is the one listed in Printers and Scanner. When the printer seem to be unresponsive, the first step is to perform a Power Reset on the printer.

 

 

Please let me know if this resolves the issue, or if you require further assistance.
 
In fact, if this helps you to reach a solution, please click the "Accept as Solution", and the "thumbs up" buttons down below in this message. 🙂
 
Thanks!

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom to say “Thanks” for helping.


rb011
I work on behalf of HP

Was this reply helpful? Yes No

‎03-08-2016 02:35 PM

HP Recommended

After doing the printer reset and re-install, all seems to be fine so I am calling it solved for now.

In my original post I stated that it has been intermittent  so it remains to be seen if it is really fixed, but I am keeping my fingers crossed that it is resolved.

Thank you for your help!

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‎03-11-2016 01:02 PM

HP Recommended

Well, it lasted for a couple of days, and then suddenly would not scan. I could print, but not scan.

When I started Image Capture, the software just sat there trying to connect to the HP. Never connected, so I tried a different USB cable. Still no go.

After I rebooted the iMac, it then saw the printer and I was able to scan.

Any other ideas for troubleshooting this?

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‎05-31-2016 11:15 AM

HP Recommended

This is making me crazy!

Obviously there is an issue between the printer and the iMac when they go to sleep.

I can't tell if it's on the iMac end or the printer's end. Either way, this shouldn't be happening should it?

The error message I get is "Scanner reported an error. HP Color LaserJet MFP M277dw is currently unavailable. Please check if it is turned on and connected, or try again later.

It is connected directly via a USB cable.

Please, any ideas?

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‎08-09-2016 05:57 PM

HP Recommended

I have a MacBook Pro and I'm having trouble with the M277dw as well. I use Rogers and they came and fixed my wifi signal. I can print fine with the printer, but I can't seem to set up the scanning to network or email options. It's really confusing and not intuitive. I was able to set it up on my PC, but not my Mac. I think the problem is in the design. Macs just aren't printer friendly.

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‎08-09-2016 06:37 PM

HP Recommended

Thanks for replying and showing signs of life around here.

My one comment is that I have used 3 Canon printers and a Xerox printer with Macs and have had no issues with any of them.

Maybe HP printers aren't friendly with Macs.

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‎08-12-2016 09:08 AM - edited ‎08-12-2016 09:08 AM

HP Recommended

Latest update....every day when my wife tries to use the scanner she gets the following error:

 

HP Color Laserjet MFP M277dw is currently unavailable. Please check if it is turned on and connected, or try again later. 

 

It is turned on and it is connected!

 

Could this be related to the printer's sleep cycle?

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