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John T. F.
John T. F., Mac Druid
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Experience:  20+ Years in the computer industry
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I have MacBook Pro which can no longer find my printer. It

Resolved Question:

I have MacBook Pro which can no longer find my printer. It used to now it doesn't. I have also just purchased a apple airport time capsule that can't find the internet connection. I thought it might be because I had an old router so upgraded it to a new one. But still having the same problem. My iPhone and iPad still connect to the printer wirelessly though. The router is located directly I front of us about 3 meters away next to the TV. The iPhone and iPad will connect to the time capsule whereas the MacBook won't. But even when the iPad or iPhone connect to the time capsule it still says the time capsule can't find an internet connection
Submitted: 3 years ago.
Category: Computer
Expert:  John T. F. replied 3 years ago.
Hello! My name is***** will work diligently to provide accurate advice and information.

JustAnswer requires us to deal with one issue at a time but I'd be happy to assist you in troubleshooting your printer issue in this discussion.

If I understand correctly, the MacBook Pro (MBP) has not been able to detect the printer both before and after changing out the router but the iPhone and iPad have no trouble detecting it and printing to it?

John
Customer: replied 3 years ago.
Yes that's right. But the MBP used to work with the printer but doesn't now
Expert:  John T. F. replied 3 years ago.
Thanks, Chris.

Can you tell me the exact version of OS X you are currently running, please?

Click the Apple logo in the menu bar at the top left of the screen

Select "About This Mac"

In the window that opens, look for the "Version" information. Please let me know what it says.

Thanks,
John
Customer: replied 3 years ago.
It says 10.9.3
Expert:  John T. F. replied 3 years ago.
Great, you're running the latest release.

Can you tell me your printer's make and model, please?

John
Customer: replied 3 years ago.
It's a HP Photosmart 5524
Expert:  John T. F. replied 3 years ago.

Ok,

Click the Apple menu, and then click System Preferences.

Select "Printers & Scanners"

In the white sidebar to the left of the window, Control-click or right-click in a blank area

Choose "Reset Printing System..." from the available options.

When it has finished, close System Preferences and restart your Mac.

See if you can print now.

If the Printer is not automatically re-added, you may need to return to System Preferences > Printers & Scanners and click the "+" button to add it once more.

If you still have concerns, please do not negatively rate my answer, simply reply back before rating. I'll be more than happy to work with you further. Hopefully, this info will answer your question. When you are satisfied, please give my answers a positive rating. You are judging my personal service only (not this website, the price, or your issue) and high ratings assure I remain in good standing.

Thanks and good luck,
John

Customer: replied 3 years ago.
I have done as you said but still can't find the printer. When I click the + button in printer & scanner it doesn't show a printer.
Expert:  John T. F. replied 3 years ago.
Ok, the printer is wireless, correct? ...and the MBP, iPhone/iPad and printer are all on the same network?

Customer: replied 3 years ago.
Yes it is wireless. When you say network do you mean connected to the same broadband router as they are
Expert:  John T. F. replied 3 years ago.
Yes. They must each use the same wireless network (connected to same router).

Let's verify all step are completed as appropriate as Mavericks (OS X 10.9) is a bit different than earlier releases.

Click the Apple menu, and then click System Preferences .

Click Printers & Scaners , and then click the plus sign in the lower left corner of the window.

Under Nearby Printers , do you not see the name of your printer. If your printer is not listed, click Add Printer or Scanner for a full list of printers.

Under Name , click the name of your printer. NOTE:Make sure that the printer kind is Bonjour or Bonjour Multifunction.

Click the Use box, and then select the name of your printer in the pop-up menu.

Click Add to add the printer to the queue.
If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.

John
Customer: replied 3 years ago.
When I click the + in the corner I get a screen that says add at the top then there are four pics to the top left hand side that say default! fax, IP and windows. Below that is a list screen where I think the printer should be shown but is not. It won't let me click the add button at the bottom. How do you make sure the printer is bonjour or bonjour multifunction? It's still working with iPhone and iPad so does that mean it is?
Expert:  John T. F. replied 3 years ago.
As long as you are able to still print from the iPhone and the iPad then that sounds like the printer itself is doing it's job to broadcast itself on the network.

Can you please download and run the following tool?
http://www.etresoft.com/download/EtreCheck.zip

It will collect information about your system for diagnostic purposes. When it is finished collecting data, click "Copy report to clipboard" and paste it back to me as a reply.

Thanks,
John
Customer: replied 3 years ago.

EtreCheck version: 1.9.11 (43) - report generated 13 June 2014 23:53:20 BST


 


Hardware Information:


MacBook Pro (13-inch, Late 2011)


MacBook Pro - model: MacBookPro8,1


1 2.8 GHz Intel Core i7 CPU: 2 cores


4 GB RAM


 


Video Information:


Intel HD Graphics 3000 - VRAM: 384 MB


 


System Software:


OS X 10.9.3 (13D65) - Uptime: 0 days 0:42:40


 


Disk Information:


APPLE HDD HTS547575A9E384 disk0 : (750.16 GB)


EFI (disk0s1) <not mounted>: 209.7 MB


Macintosh HD (disk0s2) / [Startup]: 749.3 GB (660.17 GB free)


Recovery HD (disk0s3) <not mounted>: 650 MB


 


MATSHITADVD-R UJ-8A8


 


USB Information:


Apple Computer, Inc. IR Receiver


Apple Inc. Apple Internal Keyboard / Trackpad


Apple Inc. BRCM2070 Hub


Apple Inc. Bluetooth USB Host Controller


Apple Inc. FaceTime HD Camera (Built-in)


 


Thunderbolt Information:


Apple Inc. thunderbolt_bus


 


Gatekeeper:


Mac App Store and identified developers


 


Launch Daemons:


[loaded] com.adobe.fpsaud.plist Support


[invalid] com.mcafee.ssm.ScanFactory.plist


[invalid] com.mcafee.ssm.ScanManager.plist


[running] com.mcafee.virusscan.fmpd.plist Support


[loaded] com.microsoft.office.licensing.helper.plist Support


[running] com.zeobit.MacKeeper.plugin.AntiTheft.daemon.plist Support


 


Launch Agents:


[running] com.mcafee.menulet.plist Support


[running] com.mcafee.reporter.plist Support


 


User Launch Agents:


[loaded] com.adobe.ARM.[...].plist Support


[failed] com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist


[running] com.zeobit.MacKeeper.Helper.plist Support


 


User Login Items:


iTunesHelper


MenuTab for Facebook


MenuTab Pro for Facebook


 


Internet Plug-ins:


FlashPlayer-10.6: Version: 13.0.0.214 - SDK 10.6 Support


QuickTime Plugin: Version: 7.7.3


AdobePDFViewerNPAPI: Version: 11.0.07 - SDK 10.6 Support


AdobePDFViewer: Version: 11.0.07 - SDK 10.6 Support


Flash Player: Version: 13.0.0.214 - SDK 10.6 Outdated! Update


Default Browser: Version: 537 - SDK 10.9


SharePointBrowserPlugin: Version: 14.4.1 - SDK 10.6 Support


Silverlight: Version: 5.1.20125.0 - SDK 10.6 Support


SiteAdvisor: Version: 2.0 - SDK 10.5 Support


 


Safari Extensions:


SiteAdvisor: Version: 2.0


 


Audio Plug-ins:


BluetoothAudioPlugIn: Version: 1.0 - SDK 10.9


AirPlay: Version: 2.0 - SDK 10.9


AppleAVBAudio: Version: 203.2 - SDK 10.9


iSightAudio: Version: 7.7.3 - SDK 10.9


 


iTunes Plug-ins:


Quartz Composer Visualizer: Version: 1.4 - SDK 10.9


 


3rd Party Preference Panes:


Flash Player Support


 


Time Machine:


Time Machine not configured!


 


Top Processes by CPU:


3% WindowServer


0% fontd


0% com.apple.WebKit.WebContent


0% MenuTab Pro for Facebook


0% appProtd


 


Top Processes by Memory:


140 MB MenuTab Pro for Facebook


94 MB com.apple.WebKit.WebContent


86 MB mds_stores


86 MB VShieldScanner


86 MB Safari


 


Virtual Memory Information:


1.01 GB Free RAM


1.55 GB Active RAM


461 MB Inactive RAM


1004 MB Wired RAM


273 MB Page-ins


0 B Page-outs


 

Expert:  John T. F. replied 3 years ago.
Thanks, Chris.

I think your Mac is having trouble seeing the Printer broadcasts over the network.

I note you appear to have both McAfee Virus Scan and MacKeeper installed. At this point, I'm guessing one is blocking detection.

However first, to make sure it's not a driver issue, download the HP Mavericks driver and install it from this page:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?cc=us&lc=en&softwareitem=mp-125206-2

Once it is installed, restart your Mac and see if it detects the printer.

If it does not I recommend uninstalling McAfee and MacKeeper to see if the issue resolves itself.

To remove MacKeeper:
http://help.mackeeper.zeobit.com/Manual/GettingStarted/UninstallingMacKeeper.html

John
Customer: replied 3 years ago.
Ok I downloaded the HP mavericks driver and that also can't find the printer. I uninstalled mac keeper as I didn't want this and never knew how to get rid of it. As for mcafee I have always had this on my MBP and for the last year it has been fine working with my printer. I have just renewed the subscription so don't really want to get rid of it. Also why won't my brand new just opened apple airport time machine work with my network. Can this be a connected issue?
Expert:  John T. F. replied 3 years ago.
Did the McAfee software update itself when you renewed? Any update to security software (which often happens monthly for anti-virus/anit-malware apps) can introduce issues.

Also, do you have the OS X Firewall enabled or disabled? (System Preferences > Security & Privacy > Firewall)

Try this;

Restart your Mac

As soon as you hear the Startup chime, press and hold the SHIFT key

Continue to hold the Shift key until you see the Apple logo and progress indicator.

Then, let go of the Shift key and let it boot to the Desktop (it may take longer than usual so please be patient).

Now try adding the printer.

John
Customer: replied 3 years ago.
Ok so firewall was on. I turned it off and then done as you said and now the printer is found and working. But should I have the firewall on?
Expert:  John T. F. replied 3 years ago.
Great, glad to hear it!

In my experience, if you are running behind a router (as you are) then Firewall is not necessary at home. I keep it turned off myself.

The only time you should need to use it is if you are connecting to a public network somewhere (such as coffee shop, hotel, etc...).

John
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