hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    Looking for Site Help?

    Learn about the features of the HP Customer Support site and how to use them to meet your online support needs. Click Here

     

hp-concentra-wrapper-portlet

Actions
Loading...

HP Printers - Printer Not Found During Network Driver Setup (Mac)

This document is for HP printers with wireless or wired network connections and Mac computers with macOS or OS X.
The HP print driver and software for Mac downloaded from the HP website uses a guided installer to set up your printer for a Wi-Fi or wired network connection. If the installer does not find your printer during the installation, read these steps to connect your printer and to troubleshoot any network issues.
Step 1: Restart the computer, printer, and router
Restart the computer, printer, and router to resolve any network or communication error states.
  note:
The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before continuing.
  1. Disconnect the power cord from the router.
  2. Turn off the printer.
  3. Close all running programs on your computer, including the HP software installation window, then shut down the computer.
  4. Reconnect the power cord to the router, then wait for the Internet activity light to display a normal connected status.
  5. Turn on the printer.
  6. Turn on the computer.
  7. Try installing the HP software again.
    • If the printer is found during the installation, the issue is resolved.
    • If the printer is not found during the installation, continue to the next step.
Step 2: Check the network and printer connection status
Make sure your network is working correctly and that the printer is ready for the network setup.
  1. If you are using a wireless router, check your router’s documentation or support site to make sure it meets the following requirements:
    • Check the router band: Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.
    • Bonjour support: HP recommends routers that support Bonjour, Apple's network discovery software. Connecting with Bonjour is the best way to find the printer and support wireless printing.
  2. Make sure your printer is not connected to a guest or host network, such as those networks found in schools, hotels, or home networks that allow guest logins. For more information see Can't Print on a Guest or Host Network.
  3. Confirm that the printer is ready for the network setup.
    • Wireless network connection: On the printer, open the Wireless network or Settings menu to make sure the wireless signal is turned on and enabled. Make sure the Wireless icon light is either on and steady or blinking.
    • Wired network connection: Check that the cable is connected to the printer Ethernet port and to an available port on the router. The green link light should be steady, and the orange activity light should blink when the cable is connected.
      Figure : Connect the cable to the printer and to the router
      Connect the Ethernet cable to the printer and to the router
  4. On the Mac, click the network icon in the menu bar to view the network name and status of the connection.
    • If the selected network is not yours (for instance, if you connected to a neighbor's or a guest network), you must reconnect to your own network to complete the printer setup.
    • If the network signal strength is weak, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move away from devices that emit radio signals such as microwaves and cordless phones.
    • If the network status is not connected, confirm that your network is working correctly, then check the status again. Make sure a check mark displays next to the network name.
  5. Disconnect from any Virtual Private Networks (VPN) before installing the printer software.
  6. Try installing the HP software again.
    • If the printer is found during the installation, the issue is resolved.
    • If the printer is not found during the installation, continue to the next step.
Step 3: Manually connect the printer to your network (wireless connections only)
If you are not using a wireless connection, skip this step.
Try connecting the printer to your network manually so that the HP installer can find the printer. Use the Wireless Setup Wizard if you have a touch or text-based control panel, or try Wi-Fi Protected Setup (WPS).
Step 4: Reset the print system
If the previous troubleshooting did not resolve the issue, try resetting the print system.
  caution:
Resetting the print system deletes all printers in the queue. This includes both HP and non-HP printers.
  1. Click the Apple menu, then click System Preferences.
  2. Depending on your version of OS X, click Print & Fax, Print & Scan, or Printers & Scanners.
  3. Right-click the blank space in the Printers list, then click Reset printing system.
    Figure : Resetting the print system
     Resetting the print system
  4. Click Reset in the confirmation window.
  5. Enter the Administrator name and password, then click OK.
  6. Wait for the printing system to reset. When complete, no printers should display in the list.
  7. Try installing the HP software again.
    • If the printer is found during the installation, the issue is resolved.
    • If the printer is not found during the installation, continue to the next step.
Step 5: Uninstall the HP software
Some HP software components might have installed incorrectly, even if the driver and printer setup did not complete.
  1. Click Finder in the Dock.
  2. In the menu bar, click Go, click Applications, then open the HP or Hewlett Packard folder.
    • If HP Uninstaller is in the folder, double click it, then follow the on-screen instructions to uninstall the software.
    • If HP Uninstaller is not in the folder, continue to the next step.
  3. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  4. In the menu bar, click Go, click Go to Folder, type /Library/Printers, then click Go.
    The Printers folder opens.
  5. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  6. Restart the Mac.
  7. Right-click or Ctrl + click the Trash icon, then select Empty Trash.
Continue to the next step.
Step 6: Reinstall the HP software
Go to HP Customer Support to download and install the most current version of the Mac driver and software for your printer.
  1. Turn on the printer.
  2. If your printer is connected to the computer with a USB cable, disconnect the cable from the computer.
  3. If prompted, select a method to identify your printer model, then follow the on-screen instructions to go to the downloads page.
  4. Click Download next to HP Easy Start or next to the full feature driver, depending on the option that displays.
  5. Open the Downloads folder, then open the HP Easy Start file or the full feature driver .dmg file to begin the installation.
  6. Follow the on-screen instructions to set up the printer connection and install the software.
  7. When prompted by the installer, click Add Printer to create a print queue on the Mac.
    The Add window opens.
  8. Click the name of your printer, click the Use or Print Using menu, select the name of your printer in the pop-up menu, then click Add.
    Figure : Select your printer name in the Use menu on the Add screen
    Select your printer name in the Use menu on the Add screen
  9. Return to the HP installer to complete the installation.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country: Flag Malaysia

hp-detect-load-my-device-portlet

Actions
Loading...