Printer Wireless, Networking & Internet

Hi,

We are having issues with this printer model when being used at a user's home (due to global situation).  We are an Apple shop and the user is running a Macbook Pro with the M1 chip and Mac OS Big Sur with all the updates.  When we shipped the printer to the use we worked with her to setup the printer on her wifi network at home and it was working without issue for the first day.  

Since then almost on a daily basis when she goes to print the Macbook pro shows the printer as offline yet the printer is on.  She is not able to print to the printer (and is very frustrated as this issue recurrs about every day).   Her computer, the printer and the WIFI access point are in the same room within probably 20 feet of each other.  She does not have any issues with wifi, access the internet and we can remote into her computer to diagnose and fix the printer connect without issue.

The steps we have to go through to reconnect the printer are as follows:

1. Connected to Laptop (we use LogMeIn Pro)

2.  

   Checked printer connection on the MacBook - two jobs were waiting in the queue with message "can’t find the printer."

    

3. Deleted both jobs.

    

4. Went into supplies section of the mac printer configuration, mac could not display information about printer

    

5. Deleted printer

    

6. Tried to add back via mac os printer setup, can’t locate it.

7.  

   Tried HP Smart, shows HP 6455, status unknown.

8.  

   Had user turn off the printer, wait a minute, then turned back on.

9.  

   FIRST: tried HP Smart, found printer by IP address, not by name (192.x.x.x)

10.  

    Closed HP Smart

     

11. Opened printer setup, found printer HP 6455, did not install this way, does not come up with any kind of driver.

     

12. Entered [Personal Information Removed], loaded and auto setup picked AirPrint.

     

13. Supplies are now known, and able to print

These are pretty much the same steps we go through daily to get her connected.  We are waiting to ship two more printers to other users (also on MacBook Pros) but fear having the same issues without solution.

We escalated with our VAR (CDW) to help escalate with HP but HP support said they had never heard of this issue.

Internally my IT support team has no other data points other than this user's printer on her home network and anther HP 6455 that I have in my office on company WIFI that I use with my MacBook Pro running an Intel CPU and Mac OS Big Sur and I do not have any issues with the printer going offline.

Please advise.