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walkforhealth Level 1 (0 points)

Deskjet 3520 wireless printer no longer connecting to internet.  Am not used to Apple Mac computer and cannot work out how to uninstall or delete printer in order to reinstall.  Printer currently sitting in Utilities folder but doesn't seem to give option to uninstall.  Test Report shows successful setup of printer but it is not connection to Macbook Pro or IPad.


MacBook Pro, OS X Mountain Lion (10.8.3)
  • Shane_R@HP Level 2 (385 points)

    Uninstalling the Printer Software is the document that will guide you through uninstalling the printer for any OS. Installing the Printer Software for a Wireless Network Connection will guide you through the proper install process.  I'm including that just for your reference in case you need it.  Something you might want to do before you uninstall and reinstall is power cycling the network.  Power cycling is just a fancy term for turning something off and back on.  Make sure to turn everything on the network off, including the router.  Make sure each device is completely off and not in stand-by mode.  Turn the router back on first, and wait 1-2 minutes for it to become stable before you turn any other device on.  Once everything is back on, see if the Mac and iPad will see the printer.  If that doesn't work, then move on to the uninstall and reinstall.

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    To get to Applications I must go through "Finder" I then have folder marked Utility containing HP Utility.  When opening this there is no option to uninstall! There is a move to trash option.  I did drag files from the Device area to trash.

     

    However I do seem to have the printer successfully installed according to test report with HP address of 192.168.1.5. When trying to print the queue says "Printer is in use" but does not print.  IPad cannot pick up printer.

     

    Could the fact that a You View TV box has been added to the router be an issue? Although I have tried the printer with these off.

  • Shane_R@HP Level 2 (385 points)

    The TV box shouldn't have any effect on the printer's connection.  Since the iPad can't find it and the Mac can't print to it, I'm starting to think that the router might have Bonjour/multicast services turned off, or it might not support them.  What brand and model router do you have?  I'll see if it supports the Bonjour/multicast services for you.

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    TALKTALK D-Link router DSL-2680.  Both Macpro and IPad worked when first purchased in mid February.  If I am unable to use wirelessly can I use with USB connected.  Would I have to reinstall to do this.  Could really do with telephone talk through advice.

  • walkforhealth Level 1 (0 points)

    Further to above, I have not uninstalled correctly as I have two printers listed, on HP Deskjet 3520 series, the other 192.168.1.5.  These relate to same printer.  As previously stated I cannot get to uninstaller using the uninstall software guidelines given.  Would really appreciate verbal talkthrough.

    Thanks

  • walkforhealth Level 1 (0 points)

    Hello again.  Have successfully worked out how to uninstall.  Have got so far through instal process.  Get as far as Printer Queue.  When "add" printer selected and IP address inputted does not pick up location.

  • Shane_R@HP Level 2 (385 points)

    Sorry for the delayed reponse.  I was away for the weekend.  Since the Mac can't find the printer over the network, I'm betting that Bonjour/multicast has been disabled on the router.  Access the router's embedded web server (EWS) and locate the Bonjour or multicast setting.  Most likely it will be labled as multicast.  If you can't find a setting for Bonjour, or multicast, anywhere in the router's EWS, then the router most likely doesn't support it, and you will need to get a different one to be able to print via wireless.  To speak with someone about this, you can find the contact info for HP Total Care below.  Let me know what you find.

     

    Contact HP

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    H Shane

     

    I have checked router's EWS and multicast streams is enabled.  I have given up now and connected the printer for use with USB (very frustrating).

  • Shane_R@HP Level 2 (385 points)

    I'm starting to think that the printer might not have ever connected to the wireless network like it should have.  What's the IP address of the printer?  You can get it by pressing the wireless button on the front.  Let me know what it says.

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    IP address 192.168.1.6

    Subnet mask 255.255.255.0

    Default Gateway and DNS Address 192.168.1.1

  • Shane_R@HP Level 2 (385 points)

    It should be on the network.  Do you have another router that you can test with to eliminate, or ID that, as the cause?

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    I don't. 

     

    I notice the last digit of IP address has varied.  On the wizard screen at the add printer point, the address showed a 7 at the end.  Would that have made any difference?

  • Shane_R@HP Level 2 (385 points)

    It would.  That means that the Mac is looking for a 192.168.1.7 IP address instead of a 192.168.1.6 address.  It's like the mail person taking your mail to a vacant lot.  Nothing at that IP so it can't find anything.  Try entering the IP in manually.  Let me know what happens.

     

    I am a printer tech for HP.

  • walkforhealth Level 1 (0 points)

    No luck.  Will just use with USB connected to laptop.  I believe everything possible has now been tried.  Thanks anyway

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