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The Printer is Not Found During Wireless Installation

  • PrintPrint

Issue

When you install the software on a wireless network, the installation does not complete. The following error message might display on the computer: 'Unable to Find Printer .'
Figure 1: Wireless network that uses an access point
Illustration: Wireless network that uses an access point
1 - Laptop computer
2 - Desktop computer
3 - Access point (router)
4 - Printer
The following tips can help you avoid wireless communication issues. Try the tips separately or in combination. You might have to experiment a bit to get a successful wireless signal.
  • Move the product and the computer or access point (router) closer together, but no closer than 1.8 m (6 ft).
  • Remove any metal objects between the product and the computer or access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless transmission.
  • Move any device that emits radio signals farther away from the product. Devices such as microwaves and cordless telephones can interfere with wireless transmission.
  • Accept or allow any firewall pop-up messages that appear during software installation.
  • See the VPN software documentation for how to temporarily turn off the VPN during software installation.
Click the plus sign () next to your operating system for more information.
Follow these steps for the Windows XP operating system.
Important : You must follow these solutions in the order presented to resolve the issue.

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

Try an HP tool to help identify and fix common problems when installing or using HP printers on your home network.
Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
  • Connectivity :
    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.
    • Network: Verifies that the network connection between your computer and your network is working correctly.
  • Device Status Test : Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
  • Driver Check : Checks for missing or corrupt driver files.
  • Device Manager : Checks for problems in Device Manager that would prevent printing.
  • Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
  • Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
  • Port Match : Checks the port settings for the HP product.
  • Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.
  • Ink Issues : Checks the cartridges and ink levels for issues that affect print quality.
  • Print Settings : Checks and adjusts the print quality settings.
  • Test Print : Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
  • Scan Tests : Checks the scan mechanism, drivers, and registry entries.
You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.

Video of downloading, installing, and using the tool

The following video demonstrates how to download and 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 .

Step one: Download the tool

Follow these steps to download and install the HP Print and Scan Doctor.
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. Make sure your computer meets the system requirements, and then click Download .
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      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.
  3. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 2: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.
NOTE:Some of the following steps require you to restart the computer. Consider bookmarking this page for easy reference.

Step one: Keep the installation window open

Keep the Install Wizard window open.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary to start the troubleshooting process.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install , and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer ' error message opens, leave the installation screen open, and then continue to the next step.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
Follow these steps if you used the printer software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Unable to find printer ' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Get the SSID and the WEP key or the WPA passphrase

Use the following steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point (router).
Follow these steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router).
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network.
 Tip : The HP Print and Scan Doctor can help you retrieve these items. See the first solution in this document to download the tool if you have not already.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 3: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step three: Print a Network Configuration Page

Print a configuration page to reference later.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The configuration page prints.

Step four: Connect to the wireless network using a USB cable

Follow these steps to connect to the wireless network using a USB cable to transfer settings.
  1. Insert the software CD into the CD drive.
  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.
  3. When prompted, connect the USB cable ( ) to the computer.
    CAUTION:Do not connect the USB cable until the installation program prompts you.
  4. Connect the USB cable ( ) to the printer.
    Figure 4: Connecting the USB cable to the product
    Image of connecting the USB cable to the printer
  5. When the installation is complete, disconnect the USB cable ( ) from the printer.

Step five: Check the communication between the printer and the computer

Use the following steps to check the communication between the printer and the computer by accessing the Embedded Web Server (EWS).
First, get the configuration page you printed earlier.
  • If the IP address on the configuration page was 0.0.0.0 or 169.254. XXX. XXX , you must first print another configuration page now that the printer is connected to the network.
    1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
    2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
      The configuration page prints.
    • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another configuration page.
    • If the printer IP address was not 0.0.0.0 or 169.254. XXX. XXX , you do not need to print another configuration page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate ' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended) '.
      NOTE:Choosing ' Continue to this website (not recommended) ' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended) ', refresh the browser window.
  3. Continue to the next step.

Step six: Search for the printer with the printer IP address

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

Step seven: Disable startup programs and services

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

Step eight: Restart the network devices

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

Step nine: Temporarily disable the firewall

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

Step ten: Remove any HP software

Even if the HP software installation did not complete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. Click Start , and then click All Programs .
  2. Click HP , click your printer name, and then click Uninstall .
  3. Follow the on-screen instructions to remove the software.

Step eleven: Reinstall the HP software

Use one of the following methods to install the software.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the web.
  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 reinstall the software with the CD that came with the printer.
NOTE:If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.
    If the installer does not start automatically, click Start , click My Computer , and then double-click the CD drive.
  2. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 6: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.

Step thirteen: Re-enable startup programs and services

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

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

Try an HP tool to help identify and fix common problems when installing or using HP printers on your home network.
Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
  • Connectivity :
    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.
    • Network: Verifies that the network connection between your computer and your network is working correctly.
  • Device Status Test : Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
  • Driver Check : Checks for missing or corrupt driver files.
  • Device Manager : Checks for problems in Device Manager that would prevent printing.
  • Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
  • Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
  • Port Match : Checks the port settings for the HP product.
  • Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.
  • Ink Issues : Checks the cartridges and ink levels for issues that affect print quality.
  • Print Settings : Checks and adjusts the print quality settings.
  • Test Print : Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
  • Scan Tests : Checks the scan mechanism, drivers, and registry entries.
You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.

Video of downloading, installing, and using the tool

The following video demonstrates how to download and 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 .

Step one: Download the tool

Follow these steps to download and install the HP Print and Scan Doctor.
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. Make sure your computer meets the system requirements, and then click Download .
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      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.
  3. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 7: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.
NOTE:Some of the following steps require you to restart the computer. Consider bookmarking this page for easy reference.

Step one: Keep the installation window open

Keep the Install Wizard window open.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary to start the troubleshooting process.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install , and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer ' error message opens, leave the installation screen open, and then continue to the next step.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
Follow these steps if you used the printer software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Unable to find printer ' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Get the SSID and the WEP key or the WPA passphrase

Use the following steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point (router).
Follow these steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router).
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network.
 Tip : The HP Print and Scan Doctor can help you retrieve these items. See the first solution in this document to download the tool if you have not already.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 8: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step three: Print a Network Configuration Page

Print a configuration page to reference later.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The configuration page prints.

Step four: Connect to the wireless network using a USB cable

Follow these steps to connect to the wireless network using a USB cable to transfer settings.
  1. Insert the software CD into the CD drive.
  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.
  3. When prompted, connect the USB cable ( ) to the computer.
    CAUTION:Do not connect the USB cable until the installation program prompts you.
  4. Connect the USB cable ( ) to the printer.
    Figure 9: Connecting the USB cable to the product
    Image of connecting the USB cable to the printer
  5. When the installation is complete, disconnect the USB cable ( ) from the printer.

Step five: Check the communication between the printer and the computer

Use the following steps to check the communication between the printer and the computer by accessing the Embedded Web Server (EWS).
First, get the configuration page you printed earlier.
  • If the IP address on the configuration page was 0.0.0.0 or 169.254. XXX. XXX , you must first print another configuration page now that the printer is connected to the network.
    1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
    2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
      The configuration page prints.
    • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another configuration page.
    • If the printer IP address was not 0.0.0.0 or 169.254. XXX. XXX , you do not need to print another configuration page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate ' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended) '.
      NOTE:Choosing ' Continue to this website (not recommended) ' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended) ', refresh the browser window.
  3. Continue to the next step.

Step six: Search for the printer with the printer IP address

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

Step seven: Disable startup programs and services

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

Step eight: Restart the network devices

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

Step nine: Temporarily disable the firewall

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

Step ten: Remove any HP software

Even if the HP software installation did not complete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. Click Start , and then click All Programs .
  2. Click HP , click your printer name, and then click Uninstall .
  3. Follow the on-screen instructions to remove the software.

Step eleven : Reinstall the HP software

Use one of the following methods to install the software.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the web.
  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 reinstall the software with the CD that came with the printer.
NOTE:If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.
    If the installer does not start automatically, click Start , click My Computer , and then double-click the CD drive.
  2. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 11: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.

Step thirteen: Re-enable startup programs and services

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

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

Try an HP tool to help identify and fix common problems when installing or using HP printers on your home network.
Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
  • Connectivity :
    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.
    • Network: Verifies that the network connection between your computer and your network is working correctly.
  • Device Status Test : Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
  • Driver Check : Checks for missing or corrupt driver files.
  • Device Manager : Checks for problems in Device Manager that would prevent printing.
  • Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
  • Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
  • Port Match : Checks the port settings for the HP product.
  • Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.
  • Ink Issues : Checks the cartridges and ink levels for issues that affect print quality.
  • Print Settings : Checks and adjusts the print quality settings.
  • Test Print : Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
  • Scan Tests : Checks the scan mechanism, drivers, and registry entries.
You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.

Video of downloading, installing, and using the tool

The following video demonstrates how to download and 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 .

Step one: Download the tool

Follow these steps to download and install the HP Print and Scan Doctor.
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. Make sure your computer meets the system requirements, and then click Download .
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      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.
  3. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 12: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.
NOTE:Some of the following steps require you to restart the computer. Consider bookmarking this page for easy reference.

Step one: Keep the installation window open

Keep the Install Wizard window open.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary to start the troubleshooting process.
Follow these steps if you tried to download and install the software from the HP Web site.
  1. Double-click the icon for the software file you downloaded.
  2. When the installation screen opens, click Install , and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer ' error message opens, leave the installation screen open, and then continue to the next step.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
Follow these steps if you used the printer software CD to install the software.
  1. Remove the software CD from the CD drive, and then close the CD drive.
  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
  3. Follow the on-screen instructions to install the software. When the 'Unable to find printer ' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Get the SSID and the WEP key or the WPA passphrase

Use the following steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point (router).
Follow these steps to get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point
A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
(router).
NOTE:HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network.
 Tip : The HP Print and Scan Doctor can help you retrieve these items. See the first solution in this document to download the tool if you have not already.
  1. See the documentation provided with the router and make note of the router's IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    .
    NOTE:The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.
    Figure 13: Example IP address in browser address line
    Example IP address in browser address line
    The Embedded Web Server (EWS) of the router opens.
  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.
  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.
    NOTE:The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.
    NOTE:If more than one WEP key is in the list, make note of the first one (index 1).

Step three: Print a Network Configuration Page

Print a configuration page to reference later.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The Configuration page prints.

Step four: Connect to the wireless network using a USB cable

Follow these steps to connect to the wireless network using a USB cable to transfer settings.
  1. Insert the software CD into the CD drive.
  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.
  3. When prompted, connect the USB cable ( ) to the computer.
    CAUTION:Do not connect the USB cable until the installation program prompts you.
  4. Connect the USB cable ( ) to the printer.
    Figure 14: Connecting the USB cable to the product
    Image of connecting the USB cable to the printer
  5. When the installation is complete, disconnect the USB cable ( ) from the printer.

Step five Check the communication between the printer and the computer

Use the following steps to check the communication between the printer and the computer by accessing the Embedded Web Server (EWS).
First, get the configuration page you printed earlier.
  • If the IP address on the configuration page was 0.0.0.0 or 169.254. XXX. XXX , you must first print another configuration page now that the printer is connected to the network.
    1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
    2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
      The configuration page prints.
    • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another configuration page.
    • If the printer IP address was not 0.0.0.0 or 169.254. XXX. XXX , you do not need to print another configuration page. Continue with these steps.
  1. Open a new Web browser window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
      If the message 'There is a problem with this website's security certificate ' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended) '.
      NOTE:Choosing ' Continue to this website (not recommended) ' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended) ', refresh the browser window.
  3. Continue to the next step.

Step six: Search for the printer with the printer IP address

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

Step seven: Disable startup programs and services

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

Step eight: Restart the network devices

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

Step nine: Temporarily disable the firewall

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

Step ten: Remove any HP software

Even if the HP software installation did not complete, some HP components might be partially installed on your computer. Follow these steps to remove the components.
  1. Click Start , and then click All Programs .
  2. Click HP , click your printer name, and then click Uninstall .
  3. Follow the on-screen instructions to remove the software.

Step eleven: Reinstall the HP software

Use one of the following methods to install the software.
NOTE:The printer's software CD is not required during an HP Smart Install. Do not insert the software CD into the computer CD drive.
  1. Press the Power button ( ) to turn off the printer, if it is not off already.
  2. Disconnect the USB cable from both the printer and the computer, if you already connected it.
  3. Press the Power button to turn on the printer.
  4. Reconnect the USB cable to the printer and to the computer. The HP Smart Install program should start automatically.
  5. When prompted, click Connect through a Wireless Network .
  6. Follow the on-screen instructions to finish installing the software.
If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the web.
  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 reinstall the software with the CD that came with the printer.
NOTE:If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.
    If the installer does not start automatically, click Start , click My Computer , and then double-click the CD drive.
  2. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 16: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.

Step thirteen: Re-enable startup programs and services

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

Solution one: Connect to the wireless network using a USB cable

Follow these steps to connect to the wireless network using a USB cable to transfer settings.
  1. Insert the software CD into the CD drive.
  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.
  3. When prompted, connect the USB cable ( ) to the computer.
    CAUTION:Do not connect the USB cable until the installation program prompts you.
  4. Connect the USB cable ( ) to the printer.
    Figure 17: Connecting the USB cable to the printer
    Image of connecting the USB cable to the printer
  5. When the installation is complete, disconnect the USB cable ( ) from the printer.

Solution two: Restart the computer and check your router for Bonjour compatibility

Follow these steps to restart the computer and check your router for Bonjour compatibility.

Step one: Restart the computer

Restart the computer.
NOTE:Consider bookmarking this page on your Web browser, so that you can reference it after you restart the computer.

Step two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour
A technology used to discover devices installed on a network, including printers.
or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.
    Bonjour is a technology that is built into Mac OS and iOS. This technology discovers devices such as printers that are installed on the same network as a Mac or Apple mobile device. Bonjour is the default method for discovering devices on a network.
Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.

  • If your router supports Bonjour , continue to the next solution in this document.
  • If your router does not support Bonjour , contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.
If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full use of all the printer's functionality . For example, you will not be able to scan using this method. Consider this a temporary workaround only.
Follow these steps to find the printer IP address and then install using that IP address.
Step one: Find the printer IP address on the Network Configuration Page
Follow these steps to print a configuration page from the printer control panel.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The configuration page prints.
  3. Under the General Information section of the report, find URL(s) for Embedded Web Server . The numbers and dots following http:// constitute the IP address assigned to the printer on the network. Make note of this IP address.
    Figure 18: Example of an IP address on a Network Configuration Page
    Image: Example of an IP address on a Network Configuration Page.
Step two: Restart the installation process and add the printer
  1. Restart the installation process.
      Load the printer CD into the CD drive, and then wait for the HP Installer window to open. Double-click the HP Installer icon.
      Go to the folder where you saved the downloaded installation file, double-click the disk image, and then double-click the HP Installer icon.
  2. Review and accept the terms of the HP Software License Agreement , and then click Next .
  3. In the printer selection window, click My device is not listed , and then click OK .
  4. Select your printer from the list of printers supported by the HP Installer.
  5. Review and select the install options, and then click Install .
  6. Follow the on-screen instructions until you reach the Setup option to add a Printer Queue window.
  7. When prompted, click the Print & Fax button, and then click the Plus icon ( ) in the lower left corner of the window to add the printer.
  8. In the Add Printer window, click the IP icon.
  9. In the Protocol drop-down, click HP Jetdirect-Socket .
  10. In the text box, type the printer's new IP address, and then click Add .
  11. Follow the on-screen instructions to complete the installation.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure that you have the most current driver

Follow these steps to make sure that you have the most current software installed for your printer.

Step one: Download and install the HP software

  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.

Step two: Add the printer

After successful installation of the printer, follow these steps to add the printer to the list of available printers, if necessary.
  1. Click the Apple ( ) menu, and then click System Preferences .
  2. Click Print & Fax in the Hardware section.
  3. Click the Plus icon ( ) in the lower left corner of the window to add the printer to the available devices.
    NOTE:To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.
  5. Click Add .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.
HP Consumer Forums
See what other customers are saying at the HP forums .
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Connect to the wireless network using a USB cable

Follow these steps to connect to the wireless network using a USB cable to transfer settings.
  1. Insert the software CD into the CD drive.
  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.
  3. When prompted, connect the USB cable ( ) to the computer.
    CAUTION:Do not connect the USB cable until the installation program prompts you.
  4. Connect the USB cable ( ) to the printer.
    Figure 19: Connecting the USB cable to the product
    Image of connecting the USB cable to the printer
  5. When the installation is complete, disconnect the USB cable ( ) from the printer.

Solution two: Restart the computer and check your router for Bonjour compatibility

Follow these steps to restart the computer and check your router for Bonjour compatibility.

Step one: Restart the computer

Restart the computer.
NOTE:Consider bookmarking this page on your Web browser, so that you can reference it after you restart the computer.

Step two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour
A technology used to discover devices installed on a network, including printers.
or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.
    Bonjour is a technology that is built into Mac OS and iOS. This technology discovers devices such as printers that are installed on the same network as a Mac or Apple mobile device. Bonjour is the default method for discovering devices on a network.
Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.

  • If your router supports Bonjour , continue to the next solution in this document.
  • If your router does not support Bonjour , contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.
If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full use of all the printer's functionality . For example, you will not be able to scan using this method. Consider this a temporary workaround only.
Follow these steps to find the printer IP address and then install using that IP address.
Step one: Find the printer IP address on the Network Configuration Page
Follow these steps to print a test page from the printer control panel.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The configuration page prints.
  3. Under the General Information section of the report, find URL(s) for Embedded Web Server . The numbers and dots following http:// constitute the IP address assigned to the printer on the network. Make note of this IP address.
    Figure 20: Example of an IP address on a Network Configuration Page
    Image: Example of an IP address on a Network Configuration Page.
Step two: Restart the installation process and add the printer
  1. Restart the installation process.
      Load the printer CD into the CD drive, and then wait for the HP Installer window to open. Double-click the HP Installer icon.
      Go to the folder where you saved the downloaded installation file, double-click the disk image, and then double-click the HP Installer icon.
  2. Review and accept the terms of the HP Software License Agreement , and then click Next .
  3. In the printer selection window, click My device is not listed , and then click OK .
  4. Select your printer from the list of printers supported by the HP Installer.
  5. Review and select the install options, and then click Install .
  6. Follow the on-screen instructions until you reach the Setup option to add a Printer Queue window.
  7. When prompted, click the Print & Scan button, and then click the Plus icon ( ) in the lower left corner of the window to add the printer.
  8. In the Add Printer window, click the IP icon.
  9. In the Protocol drop-down, click HP Jetdirect-Socket .
  10. In the text box, type the printer's new IP address, and then click Add .
  11. Follow the on-screen instructions to complete the installation.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure that you have the most current driver

Follow these steps to make sure that you have the most current software installed for your printer.

Step one: Download and install the HP software

Follow these steps to download and install the latest software from the HP website.
  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.

Step two: Add the printer

After successful installation of the printer, follow these steps to add the printer to the list of available printers, if necessary.
  1. Open System Preferences from the Dock.
  2. Select Print & Scan in the Hardware section.
  3. Click the Plus icon ( ) in the lower left corner of the window to add the printer to the available devices.
    NOTE:To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.
  5. Click Add .
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, cancel the software installation process, restart the computer, and then continue to the next solution.
If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.
HP Consumer Forums
See what other customers are saying at the HP forums .
Important : You must follow these solutions in the order presented to resolve the issue.

Solution one: Connect to the wireless network using Wi-Fi Protected Setup (WPS)

Use the following steps to connect to the wireless network.
If your wireless router supports Wi-Fi Protected Setup (WPS), this is the simplest way to set up the product on a wireless network.
NOTE:This method requires a WPS-enabled wireless router to connect to the product.
  1. Press the WPS button on your wireless router.
  2. On the product control panel, press and hold the Wireless button ( ) for two seconds. Release the button when the wireless light starts blinking.
  3. Wait up to two minutes while the product establishes a network connection with the wireless router.
    NOTE:If the WiFi-Protected Setup (WPS) method is not successful, try using another connection method.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Restart the computer and check your router for Bonjour compatibility

Follow these steps to restart the computer and check your router for Bonjour compatibility.

Step one: Restart the computer

Restart the computer.
NOTE:Consider bookmarking this page on your Web browser, so that you can reference it after you restart the computer.

Step two: Restart the computer and check your router for Bonjour compatibility

Not all wireless routers support Bonjour
A technology used to discover devices installed on a network, including printers.
or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.
    Bonjour is a technology that is built into Mac OS and iOS. This technology discovers devices such as printers that are installed on the same network as a Mac or Apple mobile device. Bonjour is the default method for discovering devices on a network.
Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.

  • If your router supports Bonjour , continue to the next solution in this document.
  • If your router does not support Bonjour , contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.
If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full usage of all the printer's functionality . For example, you will not be able to scan using this method. Consider this a temporary workaround only.
Follow these steps to find the printer IP address and then install using that IP address.
Step one: Find the printer IP address on the Network Configuration Page
Use the following steps to print a configuration page.
  1. Make sure that the Ready light ( ) is on and that the printer is idle and silent.
  2. Press and hold the Cancel button ( ), and release it when the Ready light ( ) begins blinking.
    The configuration page prints.
  3. Under the General Information section of the report, find URL(s) for Embedded Web Server . The numbers and dots following http:// constitute the IP address assigned to the printer on the network. Make note of this IP address.
    Figure 21: Example of an IP address on a Network Configuration Page
    Image: Example of an IP address on a Network Configuration Page.
Step two: Add the printer and download and install the software
Follow these steps to add the printer and to download and install the software with Apple Software Update.
  1. On your computer, click the Apple menu ( ), and then click System Preferences .
  2. Click Print & Scan , and then click the Plus icon ( ) in the lower left corner of the window.
  3. Click Add Printer or Scanner , and then click the IP icon.
  4. In the Address box, type the printer's new IP address, and then click Add .
  5. Follow the on-screen instructions to complete the installation with Apple Software Update.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure that you have the most current driver

Follow these steps to install the most current software with Apple Software Update.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your computer uses to determine available printer software.
  2. Click Show Details , select any available software updates, and then click Install .
    NOTE: Install all available software updates for best printer performance and functionality.
  3. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.
  4. Make sure that the printer is connected to the wired or wireless network, or is connected to the USB port of a Time Capsule or AirPort Base Station.
  5. Click the Apple menu, and then click System Preferences .
  6. Click Print & Scan , and then click the plus sign ( ) in the lower left corner of the window.
  7. Under Nearby Printers , click the name of your printer.
    NOTE:If your printer is not listed, click Add Printer or Scanner for a full list of printers.
  8. Under Name , click the name of your printer.
    NOTE:Make sure that the printer kind is Bonjour or Bonjour Multifunction .
  9. Click the Use box, and then select the name of your printer in the pop-up menu.
  10. Click Add to add the printer to the queue.
  11. If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.
    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.
If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.
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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