Photosmart 6525 no longer recognized by my Mac

[Jojo4771]

Just changed my router.  My Macbook Pro connects and everything works beautifully, but it no longer connects to my printer, i.e. the Mac no longer recognizes the printer.  Likewise, the printer is connected perfectly to the router and to the web, but it no longer recognizes my Mac.  I can print if I enter the printer IP number in my preferences when choosing how to connect.  I can scan from the Photosmart, but I cannot send it to my computer.  I can scan from my computer if I put the printer's "URL for embedded web server" in the address line. However, this means I have to run back and forth from the computer to the scanner for every page.  I have already tried to download a new driver for Mojave from HP.  I installed the software, but when I try to add the device, it says "cannot configure device software, go back and install again."  I've done that three times, no luck.  What's up?  Why can't the Mac and the HP printer see each other directly?

[TEJ1602]

@Jojo4771, Welcome to HP Support Community!

Let us remove and add the printer back using AirPrint drivers:

Remove the printer-

Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners

Click the printer name, click the minus - sign to delete the printer.

Add the printer-

Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners

Click the plus + sign, click Add Printer or Scanner, click the printer name and then continue to the next step.

Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add

Try printing and let me know the outcome.

Cheers 🙂

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 right to say “Thanks” for helping!  

[Jojo4771]

When I click on +, no printers are shown in the window.  What next?

[TEJ1602]

@Jojo4771

To be able to assist you better, I would like to know the following:

1) Do you have any security or anti-virus software installed on your Mac?

2) Could you perform a ping test and let me know the results?

To perform the ping test, follow the steps below:

-- Open Spotlight > type Network Utility > click on the Ping tab > Enter the printer IP address > Select number of pings > Click Ping 

Share the results once you complete the ping test.

Keep me posted.

Cheers 🙂

[Jojo4771]

What is spotlight?  I don't find it, or network utility.

[Jojo4771]

I figured out spotlight.  So I have no security or anti-virus software on the computer.  Here are the results of the ping test:

Ping has started…

PING 192.168.2.11 (192.168.2.11): 56 data bytes

64 bytes from 192.168.2.11: icmp_seq=0 ttl=255 time=34.888 ms

64 bytes from 192.168.2.11: icmp_seq=1 ttl=255 time=9.276 ms

64 bytes from 192.168.2.11: icmp_seq=2 ttl=255 time=9.171 ms

64 bytes from 192.168.2.11: icmp_seq=3 ttl=255 time=9.546 ms

64 bytes from 192.168.2.11: icmp_seq=4 ttl=255 time=9.207 ms

64 bytes from 192.168.2.11: icmp_seq=5 ttl=255 time=71.957 ms

64 bytes from 192.168.2.11: icmp_seq=6 ttl=255 time=27.317 ms

64 bytes from 192.168.2.11: icmp_seq=7 ttl=255 time=6.159 ms

64 bytes from 192.168.2.11: icmp_seq=8 ttl=255 time=8.184 ms

64 bytes from 192.168.2.11: icmp_seq=9 ttl=255 time=9.907 ms

--- 192.168.2.11 ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 6.159/19.561/71.957/19.657 ms

[TEJ1602]

@Jojo4771,

This could possibly be an issue with Bonjour discovery. Bonjour is a service discovery protocol that is used for automatic discovery of devices and services on Internet Protocol (IP) networks.

I would recommend you to contact your Internet Service Provider and check if the Bonjour Discovery is enabled on the router.

Keep me posted.

Cheers 🙂

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 right to say “Thanks” for helping!

[Jojo4771]

It is my own router, and I can access and change any settings.  Please advise how to do that.  It is a Belkin wireless N750DB, Model F9K1103v1.  Belkin will not help me, so don't tell me to go over there, please.

[TEJ1602]

@Jojo4771,

I understand. But we would not be able to provide you router troubleshooting steps here.

I would suggest you try our other support options.

Follow the steps below to reach out to our HP Support team:

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter the product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you. 

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 right to say “Thanks” for helping!

[Jojo4771]

"Still need help?"  Does not appear when I do as you instructed.  It just says that my machine is no longer under warranty, and that I need to contact HP Community for support.  This is called a "run-around."  Perhaps you have a different suggestion?