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A 'Computer Not Found' or 'Connection Error' Message Displays When Attempting to Scan from the Printer Control Panel

  • PrintPrint

Issue

When you try to scan from the HP printer control panel to the computer, a 'Computer not Found ' or a 'Connection Error ' error message displays, and the printer cannot scan.
Click the plus sign () for more information.
Scan connection errors can occur for the following reasons:
Wireless connections
  • The HP software is not installed, or it did not install correctly.
  • The network connection failed.
USB connection
  • The HP printer software was not installed, or it did not install correctly.
  • The USB connection failed.
To successfully scan, the computer must be powered on, you must install the printer software, and the HP printer must be connected to the computer.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the computer.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 1: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 2: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 3: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 4: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that the HP software is installed

Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
    Click Start ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Solution three: Restart the computer, printer, and network router

Follow these steps to restart the computer, printer, and network router.
Step one: Restart the computer, printer, and network router
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the Windows taskbar, click Start ( ), click Shutdown ( ), and then click Restart from the drop-down menu.
  3. Press the Power button on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
  5. If you are using a network router or access point
    A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
    , disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional tips and resources for more information.
Try the following resources and tips related to scanning issues.
To maintain the connection, adjust your computer power settings.
  1. On the Windows taskbar, click Start ( ), and then click Control Panel .
  2. Click Performance and Maintenance , and then click Power Options .
  3. On the Power Schemes tab, select Always On from the drop-down list under Power schemes , and then click Apply .
  4. On the Hibernate tab, uncheck the box next to Enable hibernation , and then click Apply .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
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 to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 5: Example of a USB connection
Image: USB connection

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the computer.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 6: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 7: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 8: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 9: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try scanning the document again to see if the problem is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the HP printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it might be defective. Try connecting the USB cable directly to the computer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check to see if the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      Click Start ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. Perform one of the following tasks, based on if the software is installed or not.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and the printer.
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the Windows taskbar, click Start ( ), click Shutdown ( ), and then click Restart from the drop-down menu.
  3. Press the Power button on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
To successfully scan, the computer must be powered on, you must install the printer software, and the HP printer must be connected to the computer.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the computer.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 10: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 11: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 12: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 13: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try to scan the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that the HP software is installed

Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
    On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Solution three: Restart the computer, printer, and network router

Follow these steps to restart the computer, printer, and network router.
Step one: Restart the computer, printer, and network router
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
  3. Press the Power button on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
  5. If you are using a network router or access point
    A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
    , disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional tips and resources for more information.
Try the following resources and tips related to scanning issues.
To maintain the connection, adjust your computer power settings.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Click Performance and Maintenance , and then click Power Options .
  3. On the Power Schemes tab, select Always On from the drop-down list under Power schemes , and then click Apply .
  4. On the Hibernate tab, uncheck the box next to Enable hibernation , and then click Apply .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
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 to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 14: Example of a USB connection
Image: USB connection

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 15: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 16: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 17: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 18: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check to see if the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. If the software is installed, continue to the next Solution.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and printer.
On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer:
    • On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
  3. Press the Power button ( ) on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
To successfully scan, the computer must be powered on, you must install the printer software, and the HP printer must be connected to the computer.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 19: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 20: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 21: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 22: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that the HP software is installed

Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
    Click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Solution three: Restart the computer, printer, and network router

Follow these steps to restart the computer, printer, and network router.
Step one: Restart the computer, printer, and network router
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
  3. Press the Power button on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
  5. If you are using a network router or access point
    A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
    , disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional tips and resources for more information.
Try the following resources and tips related to scanning issues.
To maintain the connection, adjust your computer power settings.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Click Performance and Maintenance , and then click Power Options .
  3. On the Power Schemes tab, select Always On from the drop-down list under Power schemes , and then click Apply .
  4. On the Hibernate tab, uncheck the box next to Enable hibernation , and then click Apply .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
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 to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 23: Example USB connection
Image: USB connection

Solution one: Download and then run a tool to resolve issues automatically

Use a tool to check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, 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 X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 24: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
The following video and steps provide guidance on how to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 25: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 26: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the tool.
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 27: Example of additional support options
      Graphic: Additional support options
Step four: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check to see if the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. If the software is not installed,
  3. If the software is installed, continue to the next Solution.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and printer.
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
  3. Press the Power button ( ) on your HP printer to turn it off.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
To successfully scan, the computer must be powered on, you must install the printer software, the HP printer must be connected to the computer, and the Scan to Computer setting must be enabled in the HP software.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers , click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Fax . The Print & Fax window opens.
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The Print Queue window opens.
  5. Click Utility . The HP Utility window opens.
Step two: Check the Scan to Computer setting
  1. Under Scan Settings , click Scan to Computer .
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer , if it is not already checked. Scan to Computer activates.
Step three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Select a method to install the software.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Follow these steps to install the software with the printer CD.
  1. Insert the printer CD into the CD drive of the computer. The HP Software window opens.
  2. Double-click the HP Installer icon. The HP Installer program opens.
  3. When prompted to choose a connection type, click Wireless Network , and then click Continue .
  4. Follow the on-screen instructions to complete the installation.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 28: Example USB connection
Image: USB connection

Solution one: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

Make sure that the Scan to Computer setting enables when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that Scan to Computer setting is enabled.
Step one: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers , click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Fax . The Print & Fax window opens.
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The Print Queue window opens.
  5. Click Utility . The HP Utility window opens.
Step two: Check the Scan to Computer setting
  1. Under Scan Settings , click Scan to Computer .
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer , if it is not already checked. Scan to Computer activates.
Step three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Select a method to install the software.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Follow these steps to install the software with the printer CD.
  1. Insert the printer CD into the CD drive of the computer. The HP Software window opens.
  2. Double-click the HP Installer icon. The HP Installer program opens.
  3. When prompted to choose a connection type, click Wireless Network , and then click Continue .
  4. Follow the on-screen instructions to complete the installation.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
To successfully scan, the computer must be powered on, you must install the printer software, the HP printer must be connected to the computer, and the Scan to Computer setting must be enabled in the HP software.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check the Scan to Computer setting

Make sure that Scan to Computer setting automatically enables when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that Scan to Computer setting is enabled in the software.
Step one: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers , click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan . The Print & Scan window opens.
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The Print Queue window opens.
  5. Click Utility . The HP Utility window opens.
Step two: Check the Scan to Computer setting
  1. Under Scan Settings , click Scan to Computer .
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer , if it is not already checked. Scan to Computer activates.
Step three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Select a method to install the software.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Follow these steps to install the software with the printer CD.
  1. Insert the printer CD into the CD drive of the computer. The HP Software window opens.
  2. Double-click the HP Installer icon. The HP Installer program opens.
  3. When prompted to choose a connection type, click Wireless Network , and then click Continue .
  4. Follow the on-screen instructions to complete the installation.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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 .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.

USB connection

Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 29: Example USB connection
Image: USB connection

Solution one: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Try the scan again
Try to scan the document again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the HP software.
Step one: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers , click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan . The Print & Scan window opens.
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The Print Queue window opens.
  5. Click Utility . The HP Utility window opens.
Step two: Check the Scan to Computer setting
  1. Under Scan Settings , click Scan to Computer .
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer , if it is not already checked. Scan to Computer activates.
Step three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Decide how to install the software
Decide how to install the software.
The current full-feature HP software package for your product is available on the HP Software & Driver Downloads page. The download includes the HP print driver, HP Utility, and HP Installer to walk you through the installation steps. Depending on your product, the download might also include HP Scan software and the HP fax driver.
HP recommends this installation method for all new and older products.
Additionally, HP recommends that you use this installation method in the following cases:
  • You no longer have the product software CD
  • You updated your operating system to a version that released after your HP product released
NOTE: Updated full-feature HP software might not be immediately available on the HP Software & Driver Downloads page after the public release of a new operating system. A release delay might be required for full testing and quality assurance of the final version of the operating system. If the software is not available, you can download the latest software using Apple Software Updates .
Apple Software Update is a quick and easy software download method available directly through the Mac OS operating system.
You do not need to download a driver from HP Software & Driver Downloads if you install using Apple Software Update. This download method includes the HP print driver. Depending on your printer, the download might also include HP Utility, scanning software, and the HP fax driver.
NOTE:If your printer supports scanning, the software that you use to scan might be different than the software you used before upgrading your operating system. Depending on your printer driver update, you can use Preview , Image Capture , or the Scan icon from the print queue to scan.
Additionally, HP recommends that you use this installation method in the following cases:
  • You no longer have the software CD that shipped with your printer
  • The updated full-feature HP software for the new version of Mac OS is not immediately available on the HP Software & Driver Downloads page
  • You updated Mac OS to a new version that released after your printer released
  • You are doing a first time install of a new version Mac OS on a new Mac
  • You already installed HP software on a Mac running an earlier version of Mac OS and have updated to a new version of Mac OS
Apple Software Update is a quick and easy software download method available directly through the Mac OS operating system.
You do not need to download a driver from HP Software & Driver Downloads if you install using Apple Software Update. This download method includes the HP print driver. Depending on your printer, the download might also include HP Utility, scanning software, and the HP fax driver.
NOTE:If your printer supports scanning, the software that you use to scan might be different than the software you used before upgrading your operating system. Depending on your printer driver update, you can use Preview , Image Capture , or the Scan icon from the print queue to scan.
Additionally, HP recommends that you use this installation method in the following cases:
  • You no longer have the software CD that shipped with your printer
  • The updated full-feature HP software for the new version of Mac OS is not immediately available on the HP Software & Driver Downloads page
  • You updated Mac OS to a new version that released after your printer released
  • You are doing a first time install of a new version Mac OS on a new Mac
  • You already installed HP software on a Mac running an earlier version of Mac OS and have updated to a new version of Mac OS
Step two: Install the printer software
Select a method to install the software.
  1. Connect the USB cable to the product and to any USB port on the computer.
  2. The computer automatically detects the product, and then prompts you to install the HP software package with Apple Software Updates.
  3. Follow the on-screen instructions to download and install the software, and add the product to the queue.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Follow these steps to install the software with the printer CD.
  1. Insert the printer CD into the CD drive of the computer. The HP Software window opens.
  2. Double-click the HP Installer icon. The HP Installer program opens.
  3. When prompted to choose a connection type, click Wireless Network , and then click Continue .
  4. Follow the on-screen instructions to complete the installation.
Step three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists, see Additional resources for more information.
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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