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HP Photosmart Wireless e-All-in-One Printer - B110a support

Unable to Print When Connected to a Network in Windows 8

  • PrintPrint

Issue

After updating your computer to Windows 8 on a Wired (Ethernet) or wireless network, the printer does not print or a file is stuck in the print queue. This is a known issue that occurs under the following conditions:
  • The computer is running the Windows 8 operating system.
  • The print driver
    A print driver is a software program that allows the computer to run the HP printer.
    you are using is an in-operating system
    An in-operating system (in-OS) print driver is a driver that automatically installs when Windows detects your printer.
    (in-OS) driver that automatically installs when Windows detects your printer.
  • The printer is connected through a wired (Ethernet) or wireless network.

Solution

Follow these steps in the order presented to resolve the issue.
NOTE:If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.

Step one: Make sure that your computer is connected to your home network

Click the Plus sign ( ) next to your connection type, and then follow the steps to make sure that your computer is connected to your home network.
    1. Right-click the lower left corner of the computer screen, and then click Desktop .
    2. Click the Wireless icon in the notification area of your computer, near the clock.
      Figure 1: The Wireless icon in the notification area
      Image: The
      • If the wireless network shown is yours , write it down so you can use it in the next step.
      • If the wireless network shown is not yours (for instance, if you are connected to another local network), reconnect to your own network before continuing.
    1. Check the Ethernet cable between your computer and your router or modem to make sure that it is securely connected.
    2. On your computer, right-click the lower left corner of the computer screen, and then click Desktop .
    3. Click the Wired icon in the notification area of your computer, near the clock.
      Figure 2: The Wired icon in the notification area
      Image: The
      • If the wired network shown is yours , proceed to the next step.
      • If the wired network shown is not yours (for instance, if you are connected to another local network), reconnect to your own network before continuing.

Step two: Make sure your printer is connected to the network

Click your connection type, and then follow the steps to see if your printer is connected to the network.
    1. Print a network configuration page to check the printer's connection status.
      Figure 3: Example of a network configuration page
      Image: Example of a network configuration page
        If you do not know how to print a network configuration page, follow these steps to find the instructions for your printer:
        1. If prompted, type your printer's name or number in the search box, and then click Search .
        2. If necessary, click your model in a list of similar printers.
        3. Search your printer's home page for a document on how to print a network configuration page.
    2. Review the configuration page to find the Wireless connection status.
      1. Make sure the printer is connected to the network. The status should be Connected .
      2. Make sure that the network name matches the name of your home network. Refer to the network name that you wrote down in the previous step.
        If the printer is not connected, or if it is connected to the wrong network, you must connect the printer to the correct network.
    3. Once you have made sure that your printer is connected to the correct network, continue to the next step to uninstall the in-operating system driver.
    1. Print a network configuration page.
      Figure 4: Example of a network configuration page
      Image: Example of a network configuration page
        If you do not know how to print a network configuration page, follow these steps to find the instructions for your printer:
        1. If prompted, type your printer's name or number in the search box, and then click Search .
        2. If necessary, click your model in a list of similar printers.
        3. Search your printer's home page for a document on how to print a network configuration page.
    2. Review the configuration page. Check to see if there are numbers next to the printer's IP Address.
      1. If there are numbers next to the printer's IP address, continue to the steps to uninstall the in-operating system driver.
      2. If the printer is connected to the wrong network, not connected to the network, or you are not sure, see the following steps for connecting your printer to the network.
    3. Once you have made sure that your printer is connected to the correct network, continue to the next step to uninstall the in-operating system driver.

Step three: Uninstall the in-OS print driver

Before installing the full-feature driver, you must uninstall the print driver that Windows 8 automatically installed.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Devices and Printers .
  2. Click Devices and Printers .
  3. Right-click the icon for your printer, and then click Remove Device . The computer uninstalls the printer software.

Step four: Download and install the printer software

Important : Many printers have more than one driver option on the downloads page. Choices might include Basic and Full Feature drivers. To resolve the issue, select the Full Feature driver.

Video of downloading and installing the Full Feature software with a wireless connection

The following video demonstrates how to download and install a Full Feature driver with a wireless connection in Windows 8.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
Follow these steps to download the printer software and save it to your computer.
  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.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step six: Add the firmware update (if available)

A firmware update to resolve the issue might be available for your printer. Follow these steps to download and install the firmware update for your printer from the HP website.

Video of finding the latest firmware for your printer

The following video demonstrates how to find the latest firmware for your printer.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. If prompted, enter your printer model number, click Next , and then click Drivers .
  2. On the Drivers & Downloads page, select your operating system, and then click Next .
  3. Scroll down the page, and then click Firmware .
  4. Click Download next to the firmware update, and then follow the on-screen instructions to download and install the firmware.
  • If the update is available and installed successfully and you can print, you can stop troubleshooting.
  • If the update is not available , continue to the next section.
If you have tried the preceding steps in the order presented, and the issue is not resolved, click here for additional steps to resolve the issue . You can also try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
HP Photosmart Wireless e-All-in-One Printer - B110a

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