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Troubleshooting printer setup with a firewall or antivirus protection

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Troubleshooting printer setup with a firewall or antivirus protection

The following best practices can solve most issues related to firewalls and antivirus software. For specific information about your particular software settings, contact the software manufacturer.
Best practices for firewalls or antivirus software
  • Keep your security software up to date. Many security software vendors provide updates that correct known issues and provide the latest defenses against new security threats.
  • If your firewall or antivirus software has High , Medium , or Low security settings, use the Medium setting when your computer is connected to your network.
  • If you changed any firewall or antivirus settings, try going back to the default setting.
  • If your software has a setting called Trusted zone, use this setting when your computer is connected to your network.
  • If your software has a Do not show alert messages setting, make sure it is not turned on. When you install the HP software and use the printer, you may see alert messages from your firewall or antivirus software that give you options to Allow , Permit , or Unblock the printer software. You should allow any HP software that causes an alert. Also, if the alert has a Remember this action or Create a rule for this option, select it. This is how the firewall or antivirus software learns what can be trusted on your network.
  • Do not have more than one firewall enabled at the same time on your computer. For example, do not enable the Windows firewall provided by the operating system and a third-party firewall at the same time. Having more than one firewall enabled at the same time will not make you computer any safer and may cause problems.
  • If you find that certain features (such as scanning or printing) are not working after you installed the HP software, try turning off both the printer and the computer, and then restart them. Afterward, try using your printer again.
NOTE:For more information, visit the HP Wireless Printing Center online: Take me to the HP Wireless Printing Center.
If you were unable to install your HP printer successfully, you may need to disable startup services and/or your firewall temporarily. Windows allows many programs and processes to run immediately upon startup. These programs and your firewall may be preventing you from installing the HP software or getting the printer on the network. These directions explain how to disable these programs and processes during printer setup.
Step 1: Disable startup services
  1. Bookmark this page in your Web browser so you can return to it after you restart your computer in a later step.
    NOTE:To bookmark a page, click Favorites or Bookmarks in your Web browser, and then click Add to Favorites or Bookmark This Page .To return to this page after the restart, open your Web browser, click the Favorites or Bookmarks menu, and then click the name of this Web page. When the page opens, scroll down to view the rest of these instructions.
  2. Open the System Configuration Utility dialog box:
    Windows 7
    1. On the taskbar, click the Windows icon.
      Type msconfig in the Search programs and files dialog box, and then press Enter.
    Windows Vista
    1. On the taskbar, click the Windows icon, and then click Run .
      Type msconfig in the Run dialog box, and then click OK .
    Windows XP
    1. On the taskbar, click Start , and then click Run .
      Type msconfig in the Run dialog box, and then click OK .
  3. Check to see if Normal Startup or Selective Startup is currently selected. If Normal Startup is selected, follow the indicated steps, below. If Selective Startup is selected, follow those steps instead.
    NOTE:Follow the appropriate instructions for your startup type. You only need to follow one set of instructions, not both.
    To disable a Normal Startup
    1. Select Selective Startup , and then clear the Load Startup Items check box.
      Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.
      Click Disable All .
    To disable a Selective Startup
    1. Click the Startup tab and make a list of the items that are selected.
      You will need this list to reset your computer startup items later.
      Click the General tab, and then clear the Load Startup Items check box.
      Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.
      Make a list of the items that are selected.
      You will need this list to reset your computer startup items later.
      Click Disable All .
  4. Click Apply , and then click OK .
    A new window displays. Click Restart to continue.
  5. Upon restarting your computer, the System Configuration Utility window displays. Select the Don't show this message... check box, and then click OK .
Step 2: Temporarily disable or configure the firewall or antivirus software on your computer
  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Stop or Disable .
    If there is no stop option, open the firewall software and select the option to stop or disable it. The firewall icon may change to show that it is disabled.
  2. Restart the computer.
  3. Try using your printer again.
  4. If the printer works when your firewall is disabled, you should configure the firewall to allow a connection with the printer. For more information, visit the HP Wireless Printing Center online:
Step 3: Reinstall the HP software
  1. We recommend that you download the latest version of the software for your product from the HP Web site:
    1. Type the name of the printer in the search box (for example, type HP Photosmart 6510 series).
      Select the appropriate version of Windows to view the download and CD ordering options.
  2. Reinstall the HP software by running the new install program that you downloaded or re-inserting the CD that came with your printer.
  3. Accept or allow any firewall pop-up messages that appear during software installation.
    NOTE:If you connect the printer using its IP address and the IP address changes, you will need to use the Update IP Address utility to update it in the HP software. (If you are able to print wirelessly after initial installation and then it stops working, this could be the cause.) To open the utility, click Start > Programs > HP > HP Photosmart 6510 series > Update IP Address .
Step 4: Enable startup services
  1. Open the System Configuration Utility dialog box:
    Windows 7
    1. On the taskbar, click the Windows icon.
      Type msconfig in the Search programs and files dialog box, and then press Enter.
    Windows Vista
    1. On the taskbar, click the Windows icon, and then click Run .
      Type msconfig in the Run dialog box, and then click OK .
    Windows XP
    1. On the taskbar, click Start , and then click Run .
      Type msconfig in the Run dialog box, and then click OK .
  2. If you disabled a Normal Startup , follow the indicated steps, below. If you disabled a Selective Startup , follow those steps instead.
    NOTE:Follow the appropriate instructions for your startup type. You only need to follow one set of instructions, not both.
    To enable a Normal Startup
    1. Select Normal Startup .
    To enable a Selective Startup
    1. Click the Startup tab, and then select every item from the list you made in step A.
      Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.
      On the Services tab, select every item from the list you made in step A.
  3. Click Apply , and then click OK .
    A new window displays. Click Restart to continue.
  4. If you disabled your firewall or antivirus software, follow the instructions in the next step to enable it again.
Step 5: Enable the firewall or antivirus software on your computer
  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Start or Enable .
    If there is no start option, open the firewall software and select the option to start or enable it. The firewall icon may change to show that it is enabled.
    NOTE:If the printer works when your firewall is disabled, it will stop working when you enable it again, unless you configure the firewall to allow a connection with the printer. For more information, visit the HP Wireless Printing Center online: Take me to the HP Wireless Printing Center.
For further assistance
Hewlett-Packard provides various support options to help you use your printer or solve a problem.
  • HP Support Web Site: Support and troubleshooting information for your specific product is available and is the best source for current product information. If you need contact information, click Contact HP to view your assisted support options.
    If prompted, choose your country/region. Select the support and troubleshooting option, and then type your product name and number in the field provided.
  • HP Support Forums: Connect with HP users to get insights, tips, and answers to questions about your product.
  • HP Wireless Printing Center: Learn more about wireless printing, troubleshoot wireless problems, and set up and configure your network.
  • Network Diagnostic Utility: If you're having trouble connecting the printer to the network, you can download the HP Network Diagnostic Utility, which can troubleshoot this issue for you automatically.
NOTE:Some support options may not be available for every product, country/region, or language.

HP Support forums

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