Need Help with HP 9120e connection

[Ggardner2]

I can print wirelessly on my network from my Mac to my HP9120e. However, my Mac Print Center shows the printer is "Offline". The HP website can see it on my network, I can print to it, my Mac just doesn't see it as active or on line and the HP Smart app does not see the printer either. The problem is that I am trying to use the scanner to get documents into my computer. The scanner does not see the Mac and vice a versa. My newly installed HP Smart App looks nothing like the one on the AI help pages. I do not see any of "fix or diagnostic" or "find printer" icons or options that the tutorial talks about. Can someone please help me figure this out?

[Raj2111]

Hi @Ggardner2 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Let's walk through the steps to troubleshoot and hopefully resolve the issue with both printing and scanning.

Key Steps to Fix the Issue

1. Ensure Printer is Connected to the Same Network

2. Remove and Re-add Printer from Mac

• Open System Preferences on your Mac.
• Go to Printers & Scanners.
• Find the HP 9120e printer in the list. If it’s listed as "Offline", select it and click the minus (-) sign to remove it.
• After removing the printer, click the plus (+) sign to add the printer back.
  • Your printer should appear in the list of available printers. Select it and click Add.
  • If it’s still showing as "Offline," try restarting both the Mac and the printer.

3. Check Printer’s IP Address

• On your HP 9120e printer, you can print a Network Configuration page (usually via the printer’s control panel under Network settings).
• Verify that the IP address is correct and that it matches the IP range of your Mac.
• On your Mac, you can also check the printer’s IP:
  • In Printers & Scanners > select HP 9120e > Options & Supplies > Utility tab, and select Open Printer Utility.
  • Check if the printer’s IP matches the network settings and is active.

4. Update HP Smart App and Printer Drivers

• Go to the HP website and download the latest HP Easy Start software (which includes drivers for macOS).
• Update the HP Smart app on your Mac by going to the Mac App Store and checking for updates.

After updating, restart your Mac and try to add the printer again in Printers & Scanners.

5. Check Scanner Settings

• The scanner functionality is separate from printing, and you may need to ensure that your Mac and printer can communicate for scanning.
• Open HP Smart and check if the scanner option is listed. If it’s not, the app might not have properly recognized the printer, so you might need to uninstall and reinstall the app.
  • You should be able to click on the Scan tab in HP Smart to initiate a scan. Ensure that your printer is listed here and is showing as "Ready".
• If HP Smart doesn't detect the printer for scanning, you can also try Image Capture (a native macOS app) for scanning:
  • Open Image Capture (found in Applications > Image Capture).
  • Select your printer under Shared and check if the scanning options are available.

6. Check Firewall and Security Software

• Go to System Preferences > Security & Privacy > Firewall.
• Make sure that the Firewall is either off or configured to allow connections for the HP Smart App and printer services.
• If you have third-party security software installed (e.g., antivirus software), it might be blocking the connection. Temporarily disable it to see if it resolves the issue.

7. Perform a Reset on the Printer

• If the issue persists, try performing a soft reset on your printer:
  • Turn off the printer, then unplug it from the power source.
  • Wait for about 30 seconds, then plug the printer back in and turn it on.
• This can help clear any temporary network glitches.

8. Check for Network Configuration Issues

• Some routers have isolation settings that can prevent devices on the network from communicating with each other. If your Mac and printer are on the same Wi-Fi network but can't see each other, check your router's settings for features like Client Isolation or AP Isolation and disable them if they are enabled.

I hope this helps! Keep me posted.

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

-Regards
Raj-HP Support

[Raj2111]

Hi @Ggardner2 

Welcome to the HP support community.
 

Please try the troubleshooting steps from my previous post.

I hope this helps! Keep me posted.

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

-Regards
Raj-HP Support