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The Printer is Not Found During Wireless Network Installation in Windows

  • PrintPrint

Issue

The HP product is not found when you try to install it on your computer on a wired (Ethernet) or wireless network. An error message, such as the following, might display on the computer:
  • 'Printer not found'
  • 'Search complete, no configured printers found'
Figure 1: Example of a wireless network
Illustration of a wireless network setup.
1 - Connection to the Internet
2 - Modem
3 - Wireless access point (here shown as a wireless router)
4 - Computer, connected wirelessly
5 - HP product, connected wirelessly (your product might look different from the one shown)
Follow these steps for the Windows XP operating system.
  IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Make sure your computer meets the system requirements, and then click Download.
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
  3. In the Security Warning dialog box, click Run.
  4. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.
  5. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 2: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.
  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.
  4. When prompted, select the method that you want to use to connect your printer to the network.
    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.
  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.
    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.
    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.
Follow these steps if you used the product software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.
  • Make sure that your computer is connected to your home network.
  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.
  • For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.
  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

Step three: Print a Wireless Network Test to determine if the All-in-One is connected to your home network

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.
To print a Wireless Network Test Report, press and hold the Scan button on the control panel for two seconds.
  • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.
  • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer.

Step four: Get the SSID, the WEP key, and the WPA passphrase

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router). You need these to connect the printer to the wireless network.
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new Web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 4: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step five: Connect the printer to the network with the HP Installation Wizard

  IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.
  1. Return to the HP Installation Wizard.
  2. Select Wireless as your connection type, and then click Next to continue.
  3. Follow the on-screen instructions.
    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.
    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.
        IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.
      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.
  4. Click Finish to complete the installation.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step six: Check the communication between the All-in-One and the computer

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.
Tip
Get the test page you printed earlier.
  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Continue to the next step.

Step seven: Search for the All-in-One with the product IP address

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.
  2. Type the product IP address, and then click Search.
    NOTE:You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.
    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.
  1. Click Start (), and then click Run. The Run dialog box opens.
  2. In the Run dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then click Disable All.
  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.
These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Press the Power button () to turn off the product.
  2. On the Windows taskbar, click Start (), click Shut Down, select Shut Down from the drop-down list, and then click OK.
  3. Turn off the wireless access point (router).
  4. Press the Power button () to turn on the product.
  5. Press the power button on the computer to turn it on.
  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.
  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 5: Example of the systems tray on the computer
    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.
    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

Step eleven: Uninstall any HP All-in-One software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. Unplug the USB cable from the HP product.
  2. On the Windows taskbar, click Start (), and then click Control Panel. The Windows Control Panel opens.
  3. Double-click Add or Remove Programs. A list of programs installed on your computer opens.
  4. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.
    • HP Deskjet/Photosmart/All-in-One software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center
    • HP Photosmart Essentials
  5. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  6. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:
  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.
  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE:Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 6: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step fourteen: Re-enable startup programs and services

  1. Click Start (), and then click Run. The Run dialog box opens.
  2. In the Run dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows Vista operating system.
  IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Make sure your computer meets the system requirements, and then click Download.
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
  3. In the Security Warning dialog box, click Run.
  4. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.
  5. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 7: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.
  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.
  4. When prompted, select the method that you want to use to connect your printer to the network.
    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.
  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.
    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.
    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.
Follow these steps if you used the product software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.
  • Make sure that your computer is connected to your home network.
  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.
  • For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.
  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

Step three: Print a Wireless Network Test to determine if the All-in-One is connected to your home network

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.
To print a Wireless Network Test Report, press and hold the Scan button on the control panel for two seconds.
  • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.
  • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer.

Step four: Get the SSID, the WEP key, and the WPA passphrase

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router). You need these to connect the printer to the wireless network.
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new Web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 9: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step five: Connect the printer to the network with the HP Installation Wizard

  IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.
  1. Return to the HP Installation Wizard.
  2. Select Wireless as your connection type, and then click Next to continue.
  3. Follow the on-screen instructions.
    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.
    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.
        IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.
      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.
  4. Click Finish to complete the installation.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step six: Check the communication between the All-in-One and the computer

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.
Tip
Get the test page you printed earlier.
  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Continue to the next step.

Step seven: Search for the All-in-One with the product IP address

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.
  2. Type the product IP address, and then click Search.
    NOTE:You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.
    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then click Disable All.
  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.
These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Press the Power button () to turn off the product.
  2. On the Windows taskbar, click the Windows icon (), click Start Search, click the Shut Down arrow (), and then click Shut Down.
  3. Turn on the wireless access point (router), if it is not already on.
  4. Press the Power button () to turn on the product.
  5. Press the power button on the computer to turn it on.
  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.
  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 10: Example of the systems tray on the computer
    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.
    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

Step eleven: Uninstall any HP All-in-One software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Programs and Features.
  2. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.
    • HP Deskjet/Photosmart/All-in-One software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center
    • HP Photosmart Essentials
  3. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  4. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:
  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.
  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE:Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 11: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step fourteen: Re-enable startup programs and services

  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows 7 operating system.
  IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Make sure your computer meets the system requirements, and then click Download.
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
  3. In the Security Warning dialog box, click Run.
  4. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.
  5. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 12: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.
  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.
  4. When prompted, select the method that you want to use to connect your printer to the network.
    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.
  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.
    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.
    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.
Follow these steps if you used the product software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.
  • Make sure that your computer is connected to your home network.
  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.
  • For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.
  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

Step three: Print a Wireless Network Test to determine if the All-in-One is connected to your home network

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.
To print a Wireless Network Test Report, press and hold the Scan button on the control panel for two seconds.
  • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.
  • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer.

Step four: Get the SSID, the WEP key, and the WPA passphrase

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router). You need these to connect the printer to the wireless network.
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new Web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 14: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step five: Connect the printer to the network with the HP Installation Wizard

  IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.
  1. Return to the HP Installation Wizard.
  2. Select Wireless as your connection type, and then click Next to continue.
  3. Follow the on-screen instructions.
    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.
    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.
        IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.
      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.
  4. Click Finish to complete the installation.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step six: Check the communication between the All-in-One and the computer

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.
Tip
Get the test page you printed earlier.
  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  3. Continue to the next step.

Step seven: Search for the All-in-One with the product IP address

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.
  2. Type the product IP address, and then click Search.
    NOTE:You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.
    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then click Disable All.
  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.
These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Press the Power button () to turn off the product.
  2. On the Windows taskbar, click the Windows icon (), click Start Search, click the Shut Down arrow (), and then click Shut Down.
  3. Turn on the wireless access point (router), if it is not already on.
  4. Press the Power button () to turn on the product.
  5. Press the power button on the computer to turn it on.
  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.
  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 15: Example of the systems tray on the computer
    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.
    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

Step eleven: Uninstall any HP All-in-One software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Programs and Features.
  2. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.
    • HP Deskjet/Photosmart/All-in-One software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center
    • HP Photosmart Essentials
  3. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  4. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:
  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.
  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE:Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 16: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step fourteen: Re-enable startup programs and services

  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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