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Network troubleshooting

  • PrintPrint
This document is intended to help you troubleshoot issues with using your HP Deskjet 3510 e-All-in-One series printer on your wireless network.
We recommend using the HP Print and Scan Doctor, which provides diagnostic information and other help to assist you with installing and using HP printers on your home network.
To get the utility, click the following link:
NOTE:The HP Print and Scan Doctor may not be available in all languages.
As an alternative to using the HP Print and Scan Doctor (or if it did not resolve your issue), select one of the following situations that best describes the issue that you are having.
Which situation best describes your issue?

Solution for A: I have not been able to use the printer on a wireless network

NOTE:These troubleshooting steps are designed to help you connect your printer to your home wireless network. These steps will not help you connect your printer using HP Wireless Direct. For more information about Wireless Direct, see the electronic help.
Step 1: Print the Wireless Network Test report
  1. Load letter or A4 unused plain white paper into the paper tray.
  2. Press the Wireless button.
  3. Select Print Report on the printer display.
  4. Select Test Report on the printer display.
    The Wireless Network Test report prints.
  5. Read the Wireless Network Test report to see if there are any issues. If there are issues, perform the recommended steps listed in the report, and then try using your printer again.
    If you are still not able to print wirelessly after addressing the issues in the report, print another Wireless Network Test report and proceed to step 6.
  6. If the Wireless Network Test report shows that the printer is not connected to the wireless network, go to Step 2 , below.
  7. If the Wireless Network Test report shows that the printer is connected to the wireless network, check to see if there is an icon for the printer in the Windows Printers folder.
    Depending upon your operating system, do one of the following:
    Windows 7
    1. On the taskbar, click the Windows icon, and then click Devices and Printers.
    Windows Vista
    1. On the taskbar, click the Windows icon, click Control Panel, and then click Printers.
    Windows XP
    1. On the taskbar, click Start, click Control Panel, and then double-click Printers and Faxes.
  8. If you do not see an icon representing your printer, then the software may not be installed. Do one of the following:
    If you think you have already installed the printer software, do this:
    1. On the Windows taskbar on your computer, click Start > Programs > HP > HP Deskjet 3510 series > Printer Setup and Software.
      Select Connect a new printer.
      On the Connection Option screen, select Network or Wireless.
      Follow the instructions on the screen.
    If you think you have not installed the printer software, do this:
    1. Insert the printer software CD in the computer CD-ROM drive.
      NOTE:If you no longer have the software CD, you can download the latest version of the software for your printer from the HP web site: Take me to software & driver downloads.
      On the Connection Option screen, select Network.
      Follow the instructions on the screen.
  9. Try using your printer wirelessly. If you still cannot print over the network, go to Step 4 .
Step 2: Verify your wireless network settings
  1. Find the IP address of the router in the documentation that came with it.
    The IP address of routers is often 192.168.0.1. However, this is not the address for every router, and the IP address can be changed after the router is connected and running. If the IP address is not 192.168.0.1 (or 192.168.1.1), refer to the router documentation.
    NOTE:The HP Print and Scan Doctor can retrieve your wireless network security settings for you automatically. To download the utility, click the following link: Take me to the HP Print and Scan Doctor download page.
  2. In a Web browser (such as Internet Explorer), type the router IP address in the address bar and press Enter.
    For example, type http://192.168.0.1.
  3. Type the user name and password for the router page.
    NOTE:The user name and password for the router are created during router setup. If you do not remember changing the username and password, the router may still be using the factory defaults. Consult your router documentation to find the default username and password. If you can't access the router's configuration page, contact the manufacturer of the router for support.
  4. In the router configuration page, make note of the SSID.
    The SSID is the name of your wireless network. It is often located on the Wireless area of the router configuration page.
  5. Make note of the WEP key or the WPA pass phrase, which are often found on the Security tab of the router configuration page.
    NOTE:If a Security tab is not available, refer to the router documentation. Also, if more than one WEP key is listed, use the first one that is listed. Leave the router page open so that you can find other router information.
Step 3: Connect the printer
  1. If you have already installed the printer software, follow these steps to connect to your wireless network:
    1. On the Windows taskbar on your computer, click Start > Programs > HP > HP Deskjet 3510 series > Printer Setup and Software.
      Select Connect a new printer.
      On the Connection Option screen, select Network or Wireless.
      Follow the instructions on the screen.
  2. If you have not installed the printer software, follow these steps to connect to your wireless network:
    1. Insert the printer software CD in the computer CD-ROM drive.
      NOTE:If you no longer have the software CD, you can download the latest version of the software for your printer from the HP web site: Take me to software & driver downloads.
      On the Connection Option screen, select Network.
      Follow the instructions on the screen.
  3. When prompted, connect the printer to the computer using the USB setup cable included in the box. If your printer is already connected with a USB cable, you might see a My printer is already connected with a USB cable check box. If you see this check box, select it.
    Follow the onscreen prompts to enter your wireless network settings. You must enter the wireless password exactly, including uppercase and lowercase characters.
    The printer will attempt to connect to the network. If the connection fails, follow the prompts to correct the problem, and then try again.
  4. When the install is finished, you will be prompted to disconnect the USB cable and test the wireless network connection. When the printer connects successfully to the network, install the software on each computer that will use the printer over the network.
  5. Try using your printer again.
Step 4: Temporarily disable or configure the firewall or antivirus software on your computer
  1. Make sure you have installed the latest updates for your firewall or antivirus software, and then try using your printer again.
  2. If you are still having a problem, right-click the firewall icon on the taskbar (near the date and time on the computer), and click Stop or Disable.
    If there is no stop option, open the firewall software and select the option to stop or disable it. The firewall icon may change to show that it is disabled.
  3. Restart the computer.
  4. Try using your printer again.
  5. If the printer works when your firewall is disabled, you should configure the firewall to allow a connection with the printer. For more information, visit the HP Wireless Printing Center online:
    NOTE:Make sure you re-enable your firewall or antivirus software after this step.
Step 5: Check the communication between the printer and the computer
  1. Find the printer's IP address:
    1. Press the Wireless button.
      If the printer is connected to the wireless network, the IP address appears at the top of the Wireless menu. Write down this number and have it ready.
  2. Open a Web browser on your computer and type the printer's IP address into the Web address box.
    For example, type 192.168.1.101.
  3. If the printer's internal Web page displays, then the printer is communicating with the computer over the network. Follow these steps:
    1. Download the HP Print and Scan Doctor:
      Run the HP Print and Scan Doctor to check for any issues, then follow the instructions for resolving them.
  4. If the printer is not communicating with the computer, follow these steps:
    1. Turn off your router, unplug if for 60 seconds, and then plug it back in and power it on again.
      Turn off your printer, unplug it for 60 seconds, and then plug it back in and power it on again.
      Restart your computer, and then wait until it has completely finished the restart process and is ready to use. (You shouldn't see an hourglass cursor.)
      Try using your printer again.
      If you are still having a problem, contact HP as described in the next step.
Contact HP support
  1. If none of these solutions helped you, HP provides various assisted support options for your printer.
    To expedite the support contact, have the following information available:
    • Product name (HP Deskjet 3510 e-All-in-One series)
    • Model number and serial number (a 10-character code), located as shown:
      Figure 1: Graphic - Locate model number
  2. Follow the link below to view the support page for your printer.
    If prompted, choose your country/region, and then click Contact HP for information about contacting technical support.
  3. Visit HP Support Forums and connect with HP users to get insights, tips, and answers to questions about your printer. Follow the link below to view the forums. (HP Support Forums may not be available in all languages.)

Solution for B: I have used the printer with a wireless connection, but now it's not working

NOTE:These troubleshooting steps are designed to help you connect your printer to your home wireless network. These steps will not help you connect your printer using HP Wireless Direct. For more information about Wireless Direct, see the electronic help.
In this situation, the HP Print and Scan Doctor can help you diagnose the problem. To download the utility, click the following link:
Alternatively, you can try the following solutions to resolve the issue.
NOTE:If you are connected to a VPN, you may not have access to home network devices. If your printer is on your home network, disconnect from the VPN, and then try printing again. Alternatively, connect the printer to your computer with a USB cable, and then try printing again.
Step 1: Make sure that the printer is turned on
  1. Look at the On button located on the printer. If it is not lit, the printer is turned off. Make sure the power cord is firmly connected to the printer and plugged into a power outlet. Press the On button to turn on the printer.
  2. Try using your printer again.
Step 2: Verify the wireless connections
  1. Check the printer control panel to see if the printer's wireless radio light is on.
  2. If the light is off, turn on the wireless radio:
    1. Press the Wireless button.
      Select Wireless.
      On the Wireless On/Off menu, select On.
      The blue wireless light is on when the printer has successfully connected to the wireless network. If the wireless light is on and blinking, it means that wireless is turned on, but there is no network connection.
      Raise the input tray
Step 3: Print the Wireless Network Test report
  1. Load letter or A4 unused plain white paper into the paper tray.
  2. Press the Wireless button.
  3. Select Print Report on the printer display.
  4. Select Test Report on the printer display.
    The Wireless Network Test report prints.
  5. Read the Wireless Network Test report to see if there are any issues. If there are issues, perform the recommended steps listed in the report, and then try using your printer again.
  6. Also, check the strength of your wireless signal. Look for Signal Quality on the Wireless Network Test report. If it is "low" or "very low," you may need to place the printer closer to your network router in order to get a better signal.
    After moving the printer, print another Wireless Network Test report. At minimum, your signal strength should be "Good," although "Very Good" or "Excellent" would be better.
Step 4: Check the printer's IP address
  1. Locate the printer IP address on the Wireless Network Test report that you printed in step 3.
    The IP address appears under Current Configuration on the report and looks something like 192.168.1.101.
  2. Click Start > Programs > HP > HP Deskjet 3510 series > Update IP Address.
  3. On the Update HP Software with Printer IP Address screen, compare the printer's previous IP address with the one that is printed on the Wireless Network Test report.
  4. If the IP addresses do not match, type the IP address that is printed on the Wireless Network Test report in the Printer's current IP address box, and then click Save.
  5. Try using your printer again.
Step 5: Check your wireless network security settings
  1. Your wireless network security settings are the network name (SSID) and wireless password (WEP key or WPA pass phrase). If your wireless network security settings changed recently, you may need to update them in the printer. Follow these steps to find your current wireless network settings.
    NOTE:The HP Print and Scan Doctor can retrieve your wireless network security settings for you automatically. To download the utility, click the following link: Take me to the HP Print and Scan Doctor download page.
    1. Find the IP address of the router in the documentation that came with it.
      NOTE:The IP address of routers is often 192.168.0.1. However, this is not the address for every router, and the IP address can be changed after the router is connected and running. If the IP address is not 192.168.0.1 (or 192.168.1.1), refer to the router documentation.
      In a Web browser (such as Internet Explorer), type the router IP address in the address bar and press Enter.
      For example, type http://192.168.0.1.
      Type the user name and password for the router page.
      NOTE:The user name and password for the router are created during router setup. If you do not remember changing the username and password, the router may still be using the factory defaults. Consult your router documentation to find the default username and password. If you can't access the router's configuration page, contact the manufacturer of the router for support.
      In the router configuration page, make note of the SSID.
      The SSID is the name of your wireless network. It is often located on the Wireless area of the router configuration page.
      Make note of the WEP key or the WPA pass phrase, which are often found on the Security tab of the router configuration page.
      NOTE:If a Security tab is not available, refer to the router documentation. Also, if more than one WEP key is listed, use the first one that is listed. Leave the router page open so that you can find other router information.
  2. Compare the network name (SSID) with the SSID printed on the Wireless Network Test report (which you printed in step 3).
  3. If the network name or the wireless password has changed, click Start > Programs > HP > HP Deskjet 3510 series > Printer Setup and Software.
  4. On the Printer Connections and Software screen, click Reconfigure Wireless Settings.
  5. Follow the onscreen instructions to update the network name and the wireless password in the HP software.
  6. Try using your printer again.
Step 6: Verify that your computer is on the same network
  1. Depending upon your operating system, do one of the following:
    Windows 7
    1. On the taskbar, click the Windows icon, and then click Control Panel.
      In the right pane, click Network and Internet.
      In the right pane, click Network and Sharing Center.
    Windows Vista
    1. On the taskbar, click the Windows icon, and then click Control Panel.
      In the right pane, click Network and Internet.
      In the right pane, click Network and Sharing Center.
    Windows XP
    1. On the taskbar, click Start, and then click Control Panel.
      In the right pane, click Network and Internet Connections.
      In the right pane, click Network Connections.
      Right-click Wireless Network Connection, and then click View Available Wireless Networks.
  2. Determine which network your computer is connected to, and then compare that network name (SSID) with the network name that the printer is connected to.
Step 7: Check the communication between the printer and the computer
  1. Locate the printer IP address on the Wireless Network Test report that you printed in step 3.
    The IP address appears under Current Configuration on the report and looks something like 192.168.1.101.
  2. Open a Web browser on your computer and type the printer's IP address into the Web address box.
    For example, type 192.168.1.101.
  3. If the printer's internal Web page displays, then the printer is communicating with the computer over the network. Continue to Step 8, below.
  4. If the printer is not communicating with the computer, follow these steps:
    1. Turn off your router, unplug if for 60 seconds, and then plug it back in and power it on again.
      Turn off your printer, unplug it for 60 seconds, and then plug it back in and power it on again.
      Restart your computer, and then wait until it has completely finished the restart process and is ready to use. (You shouldn't see an hourglass cursor.)
      Try using your printer again.
      If you are still having a problem, contact HP as described below.
Step 8: Temporarily disable or configure the firewall or antivirus software on your computer
  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Stop or Disable.
    If there is no stop option, open the firewall software and select the option to stop or disable it. The firewall icon may change to show that it is disabled.
  2. Restart the computer.
  3. Try using your printer again.
  4. If the printer works when your firewall is disabled, you should configure the firewall to allow a connection with the printer. For more information, visit the HP Wireless Printing Center online:
    NOTE:Make sure you re-enable your firewall or antivirus software after this step.
Contact HP support
  1. If none of these solutions helped you, HP provides various assisted support options for your printer.
    To expedite the support contact, have the following information available:
    • Product name (HP Deskjet 3510 e-All-in-One series)
    • Model number and serial number (a 10-character code), located as shown:
      Figure 3: Graphic - Locate model number
  2. Follow the link below to view the support page for your printer.
    If prompted, choose your country/region, and then click Contact HP for information about contacting technical support.
  3. Visit HP Support Forums and connect with HP users to get insights, tips, and answers to questions about your printer. Follow the link below to view the forums. (HP Support Forums may not be available in all languages.)

Solution for C: My computer (or tablet or smart phone) can no longer connect to the Internet

If HP Wireless Direct is enabled on your printer, your Internet device may have connected to the printer's Wireless Direct connection instead of your primary wireless connection. The Wireless Direct connection allows your device to print, but it does not provide Internet access. To solve the problem, disconnect your device from the Wireless Direct network and manually connect to your home network. Follow these steps.
To connect to your home network
  1. If you are not currently using Wireless Direct on the printer, disable it temporarily:
    1. On the printer's control panel, touch the Wireless icon.
      If Wireless Direct is On, touch Settings.
      Touch Wireless Direct, and then touch Off.
  2. Your wireless device should reconnect to your home network automatically.
  3. Try to open a web page in a web browser.
  4. To continue printing with Wireless Direct, enable it from the printer's control panel again.
For further assistance
Hewlett-Packard provides various support options to help you use your printer or solve a problem.
  • HP Support Web Site: Support and troubleshooting information for your specific product is available and is the best source for current product information. If you need contact information, click Contact HP to view your assisted support options.
    If prompted, choose your country/region. Select the support and troubleshooting option, and then type your product name and number in the field provided.
  • HP Support Forums: Connect with HP users to get insights, tips, and answers to questions about your product.
  • HP Wireless Printing Center: Learn more about wireless printing, troubleshoot wireless problems, and set up and configure your network.
  • HP Print and Scan Doctor: If you're having trouble connecting the printer to the network, you can download the HP Print and Scan Doctor, which can troubleshoot this issue for you automatically.

Solution for D: I want to change from a USB connection to a wireless connection

You can connect the printer directly to your computer with a USB cable, or you can set it up as a wireless printer so that any computer on your network can print to it. If you initially installed the printer with a USB cable, you can convert to a wireless network connection at any time.
These instructions assume that you have the following:
  • A functioning wireless 802.11 network: It must include a wireless router or access point. If you connect the printer on a wireless network that has Internet access, HP recommends that you use a wireless router (access point or base station) that uses Dynamic Host Configuration Protocol (DHCP).
  • A network-ready computer that has been printing to the printer using a USB connection: The computer must be connected to the wireless network that you intend to install the printer on.
  • Network name (SSID): This is the name of your network.
  • Wireless password: If you are using security, this is the WEP key or WPA pass phrase.
To convert a USB printer connection to wireless
  1. Make sure your computer is connected to the wireless network that you want to connect your printer to.
  2. On the Windows taskbar, click Start > Programs > HP > HP Deskjet 3510 series > Printer Setup and Software.
  3. On the Printer Setup and Software screen, click Convert a USB connected printer to wireless.
  4. Follow the instructions on the screen.
To convert a USB printer connection to Wireless Direct
  1. Ensure that your computer has wireless capabilities.
    NOTE:HP Wireless Direct provides a network connection for printer functions only (printing, scanning, etc.). It does not provide Internet access. In order to print with Wireless Direct, your computer or device must first establish a connection to Wireless Direct.
  2. Enable Wireless Direct on the printer:
    1. On the printer's control panel, touch Wireless, and then select Settings.
      If the display shows that Wireless Direct is Off, select Wireless Direct, and then select On (No Security) or On (With Security).
      NOTE:HP recommends that you turn on security for Wireless Direct. If you turn on security, only users with the password will be able to print wirelessly to the printer. If you turn off security, anyone with a Wi-Fi device within Wi-Fi range of the printer will be able to connect to the printer.
  3. Depending upon your operating system, do one of the following:
    Windows 7
    1. On the taskbar, click the Windows icon, and then click Control Panel.
      In the right pane, click Network and Internet.
      In the right pane, click Network and Sharing Center.
      Click Connect to a network.
    Windows Vista
    1. On the taskbar, click the Windows icon, and then click Control Panel.
      In the right pane, click Network and Internet.
      In the right pane, click Network and Sharing Center.
      Click Connect to a network.
    Windows XP
    1. On the taskbar, click Start, and then click Control Panel.
      In the right pane, click Network and Internet Connections.
      In the right pane, click Network Connections.
      Right-click Wireless Network Connection, and then click View Available Wireless Networks.
  4. Choose the HP-Print-**-Deskejet 3510 connection.
    NOTE:The ** noted in the connection name will be replaced by two unique characters.Once connected to Wireless Direct, your computer will not have Internet access.
  5. On the Windows taskbar, click Start > Programs > HP > HP Deskjet 3510 series > Printer Setup and Software.
  6. On the Printer Setup and Software screen, select Connect new printer.
    NOTE:Do not select Convert a USB connected printer to wireless.
  7. On the Connection Option screen, select Wireless.
  8. On the Printer detected screen, select the HP Deskjet 3510 e-All-in-One series to finish the install.
    When the install completes, there will be two printer icons named HP Deskjet 3510 e-All-in-One series in your computer's printer folder. Select the printer icon that is labeled Network to print over the Wireless Direct connection. If you do not plan to print using the USB connection again, you can delete the other printer icon.
  9. Try using your printer.
    In order to access the Internet, you will need to disconnect from the Wireless Direct connection and reconnect to your home network or use your normal method of connecting to the Internet.
For further assistance
Hewlett-Packard provides various support options to help you use your printer or solve a problem.
  • HP Support Web Site: Support and troubleshooting information for your specific product is available and is the best source for current product information. If you need contact information, click Contact HP to view your assisted support options.
    If prompted, choose your country/region. Select the support and troubleshooting option, and then type your product name and number in the field provided.
  • HP Support Forums: Connect with HP users to get insights, tips, and answers to questions about your product.
  • HP Wireless Printing Center: Learn more about wireless printing, troubleshoot wireless problems, and set up and configure your network.
  • HP Print and Scan Doctor: If you're having trouble connecting the printer to the network, you can download the HP Print and Scan Doctor, which can troubleshoot this issue for you automatically.
NOTE:Some support options may not be available for every product, country/region, or language.

Solution for E: The printer is connected to my wireless network, and I want to share it with other computers on my network

Since your HP printer is already connected to your network, the printer software should find the printer when you install it on other computers.
For best results, install the HP software on a computer that has a wireless connection to your network.
To install the printer software on another computer
  1. We recommend that you download the latest version of the software for your product from the HP Web site:
    1. Type the name of the printer in the search box (for example, type HP Deskjet 3510 e-All-in-One series).
      Select the appropriate version of Windows to view the download and CD ordering options.
  2. Install the HP software by running the new install program that you downloaded or by re-inserting the CD that came with your printer.
  3. On the Connection Option screen, select Network.
  4. Follow the instructions on the screen.
For further assistance
Hewlett-Packard provides various support options to help you use your printer or solve a problem.
  • HP Support Web Site: Support and troubleshooting information for your specific product is available and is the best source for current product information. If you need contact information, click Contact HP to view your assisted support options.
    If prompted, choose your country/region. Select the support and troubleshooting option, and then type your product name and number in the field provided.
  • HP Support Forums: Connect with HP users to get insights, tips, and answers to questions about your product.
  • HP Wireless Printing Center: Learn more about wireless printing, troubleshoot wireless problems, and set up and configure your network.
  • HP Print and Scan Doctor: If you're having trouble connecting the printer to the network, you can download the HP Print and Scan Doctor, which can troubleshoot this issue for you automatically.
NOTE:Some support options may not be available for every product, country/region, or language.

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