Q: HP Laser All-In-One issues with iMac

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Richard Burgett

Level 1 (5 points)

Q: HP Laser All-In-One issues with iMac

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 print, 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.

I have updated all related HP software and have applied the latest HP firmware update for the printer as well.

Any other troubleshooting tips would be greatly appreciated.

iMac, OS X El Capitan (10.11.3)

Posted on Mar 4, 2016 11:36 AM

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Q: HP Laser All-In-One issues with iMac

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by rkaufmann87,

rkaufmann87 Mar 4, 2016 12:16 PM in response to Richard Burgett
Level 9 (58,115 points)

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Mar 4, 2016 12:16 PM in response to Richard Burgett

System Preferences - Energy Saver and let us know what the box indicates in Wake for Network Access. Also, please reference OS X Yosemite: Energy Saver preferences
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by Richard Burgett,

Richard Burgett Mar 6, 2016 9:15 AM in response to rkaufmann87
Level 1 (5 points)

Mar 6, 2016 9:15 AM in response to rkaufmann87

Thanks for the response.
Wake For Network Access is turned on. Prevent computer from sleeping automatically when display is off and Put hard disks to sleep when possible are checked on as well. The other settings are off.
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by rkaufmann87,

rkaufmann87 Mar 6, 2016 10:05 AM in response to Richard Burgett
Level 9 (58,115 points)

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Mar 6, 2016 10:05 AM in response to Richard Burgett

Richard Burgett wrote:

Thanks for the response.

Wake For Network Access is turned on. Prevent computer from sleeping automatically when display is off and Put hard disks to sleep when possible are checked on as well. The other settings are off.

Okay, there are a number of things we can do. First is lets run an EtreCheck report of your system to see if there are any obvious issues. Click the link, download the app and run the report. Copy and paste the results into your reply to this message.

If you want to learn what EtreCheck is, please click the link.
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by Richard Burgett,

Richard Burgett Mar 6, 2016 4:11 PM in response to Richard Burgett
Level 1 (5 points)

Mar 6, 2016 4:11 PM in response to Richard Burgett

rkaufmann87 thank you for your help. Below are the results of running EtreCheck:

EtreCheck version: 2.9.9 (260)
Report generated 2016-03-06 19:08:37
Download EtreCheck from https://etrecheck.com
Runtime 1:59
Performance: Excellent

Click the [Support] links for help with non-Apple products.
Click the [Details] links for more information about that line.

Ignore known Apple failures: Disabled

Problem: No problem - just checking

Hardware Information: ⓘ
    iMac (21.5-inch, Late 2013)
    [Technical Specifications] - [User Guide] - [Warranty & Service]
    iMac - model: iMac14,1
    1 2.7 GHz Intel Core i5 CPU: 4-core
    8 GB RAM Upgradeable - [Instructions]
        BANK 0/DIMM0
            4 GB DDR3 1600 MHz ok
        BANK 1/DIMM0
            4 GB DDR3 1600 MHz ok
    Bluetooth: Good - Handoff/Airdrop2 supported
    Wireless: en1: 802.11 a/b/g/n/ac

Video Information: ⓘ
    Intel Iris Pro
        iMac 1920 x 1080

System Software: ⓘ
    OS X El Capitan 10.11.3 (15D21) - Time since boot: about 3 days

Disk Information: ⓘ
    APPLE HDD HTS541010A9E662 disk0 : (1 TB) (Rotational)
        EFI (disk0s1) <not mounted> : 210 MB
        Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB
        Macintosh HD (disk1) / : 999.03 GB (951.59 GB free)
            Core Storage: disk0s2 999.35 GB Online

USB Information: ⓘ
    Apple Inc. BRCM20702 Hub
        Apple Inc. Bluetooth USB Host Controller
    Apple Inc. FaceTime HD Camera (Built-in)
    Hewlett-Packard HP Color LaserJet MFP M277dw

Thunderbolt Information: ⓘ
    Apple Inc. thunderbolt_bus

Gatekeeper: ⓘ
    Mac App Store and identified developers

System Launch Agents: ⓘ
    [not loaded]    6 Apple tasks
    [loaded]    151 Apple tasks
    [running]    79 Apple tasks

System Launch Daemons: ⓘ
    [failed]    com.apple.logd.plist
    [not loaded]    46 Apple tasks
    [loaded]    149 Apple tasks
    [running]    92 Apple tasks

Launch Agents: ⓘ
    [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a...plist (2015-12-30) [Support]

Launch Daemons: ⓘ
    [loaded]    com.adobe.ARMDC.Communicator.plist (2015-12-30) [Support]
    [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2015-12-30) [Support]
    [loaded]    com.microsoft.office.licensing.helper.plist (2010-08-25) [Support]

User Launch Agents: ⓘ
    [loaded]    com.citrixonline.GoToMeeting.G2MUpdate.plist (2016-02-25) [Support]
    [loaded]    com.google.keystone.agent.plist (2016-03-02) [Support]

User Login Items: ⓘ
    iTunesHelper    Application (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

Other Apps: ⓘ
    [running]    com.google.Chrome.63072
    [running]    com.hp.devicemonitor
    [running]    com.hp.scan.app.5472
    [running]    com.hp.scanModule3.69792.848002E7-4D18-4625-A26B-03872FB497EF
    [running]    com.microsoft.autoupdate.fba.73952
    [loaded]    394 Apple tasks
    [running]    196 Apple tasks

Internet Plug-ins: ⓘ
    AdobePDFViewerNPAPI: 15.010.20059 - SDK 10.8 (2016-02-18) [Support]
    SharePointBrowserPlugin: 14.1.3 - SDK 10.6 (2015-08-09) [Support]
    AdobePDFViewer: 15.010.20059 - SDK 10.8 (2016-02-18) [Support]
    QuickTime Plugin: 7.7.3 (2016-01-13)
    Default Browser: 601 - SDK 10.11 (2016-01-13)

User internet Plug-ins: ⓘ
    CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-25) [Support]

3rd Party Preference Panes: ⓘ
    None

Time Machine: ⓘ
    Time Machine not configured!

Top Processes by CPU: ⓘ
        89%    mdworker(7)
        31%    Google Chrome Helper(4)
         9%    Google Chrome
         5%    WindowServer
         5%    kernel_task

Top Processes by Memory: ⓘ
    769 MB    kernel_task
    532 MB    Google Chrome Helper(4)
    483 MB    softwareupdated
    164 MB    HP Scan 3
    156 MB    mds_stores

Virtual Memory Information: ⓘ
    2.74 GB    Free RAM
    5.25 GB    Used RAM (2.40 GB Cached)
    0 B    Swap Used
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by rkaufmann87,

rkaufmann87 Mar 6, 2016 8:10 PM in response to Richard Burgett
Level 9 (58,115 points)

Photos for Mac

Mar 6, 2016 8:10 PM in response to Richard Burgett

Thanks for the report,

The good news is I don't see anything seriously wrong with your computer. What I'd recommend is first uninstalling all the Hewlett Packard software, it's garbage!!

Then follow the instructions in Reset Printing System to the letter, then follow the instructions in Yosemite: Add or remove a printer to the letter. For scanning using Image Capture as your scanning app, it's already pre-installed on your computer. If you are not familiar with IC then please read Apple's Mac Basics: Using a scanner - Apple Support
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by Richard Burgett,

Richard Burgett Mar 8, 2016 1:30 PM in response to Richard Burgett
Level 1 (5 points)

Mar 8, 2016 1:30 PM in response to Richard Burgett

I followed your advice, and at least for now, everything seems to be working.
As I stated originally it seems to be intermittent, so I will wait a couple of weeks to see if the issue returns, but for now it seems to be working.
Thank you for all of your help!
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by rkaufmann87,

rkaufmann87 Mar 8, 2016 2:05 PM in response to Richard Burgett
Level 9 (58,115 points)

Photos for Mac

Mar 8, 2016 2:05 PM in response to Richard Burgett

Richard Burgett wrote:

I followed your advice, and at least for now, everything seems to be working.

As I stated originally it seems to be intermittent, so I will wait a couple of weeks to see if the issue returns, but for now it seems to be working.

Thank you for all of your help!

Your welcome and good luck.
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by Old Toad,

Old Toad Mar 9, 2016 2:28 PM in response to Richard Burgett
Level 10 (140,898 points)

Photos for Mac

Mar 9, 2016 2:28 PM in response to Richard Burgett

I noticed that the Google helper is using up a log of the CPU's resources. You might want to reconsider using Chrome as your browser after reading these:

Google Chrome Listening In To Your Room Shows The Importance Of Privacy Defense In Depth.

Unseen Burdens in Chrome That Can Lead a Mac to Lag

How to Manage the Secret Software That Google Chrome Installs on Your Mac\

Google Chrome's Sham 'Do Not Track' Feature

Google is known to "phone home" with users data as was found out with this new Google Photos service: Google Photos may be free — but there's still a cost.

Just some food for thought.
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by Richard Burgett,

Richard Burgett Mar 11, 2016 11:58 AM in response to Old Toad
Level 1 (5 points)

Mar 11, 2016 11:58 AM in response to Old Toad

Well, it lasted a couple of days, and then suddenly would 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.
Really frustrating!
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by rkaufmann87,

rkaufmann87 Mar 11, 2016 12:06 PM in response to Richard Burgett
Level 9 (58,115 points)

Photos for Mac

Mar 11, 2016 12:06 PM in response to Richard Burgett

Rather than re-starting sometimes logging out of your account and logging back in helps. If you have a similar problem, do that it's faster than a restart. You can also post a new EtreCheck report and we look again for obvious issues.
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Q: HP Laser All-In-One issues with iMac

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by Richard Burgett,

by rkaufmann87,

by Richard Burgett,

by rkaufmann87,

by Richard Burgett,

by rkaufmann87,

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