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'Unable to Find Printer' Error Message Displays for the HP Photosmart 6510 e-All-in-One Printer Series

Issue

When you try to install the product software on a wireless network, an 'Unable to find printer' message displays on the computer.

Figure 1: Example of a wireless network that uses an access point (router)

Image: Example of a wireless network that uses an access point (router).
1 - Notebook with a wireless connection
2 - PC with a wireless connection
3 - Wireless access point (router)
4 - HP product with a wireless connection

Tips to avoid wireless connection issues

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.

Windows XP

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 run an automated tool to help resolve the issue

Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.

NOTE: The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.

This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.

  1. Go to the HP Print and Scan Doctor page.

  2. Make sure your computer meets the system requirements, and then click Download.

  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.

  4. In the Security Warning dialog box, click Run.

  5. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.

  6. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.

    Figure 2: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.

  1. Press the Power button to turn on the printer, if it is not already on.

  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.

  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.

  4. When prompted, select the method that you want to use to connect your printer to the network.

    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.

  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.

    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.

    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

NOTE: Some of the following steps require restarting the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.

If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.

Method one: Reinsert the software CD

Follow these steps if you used the product software CD to install the software.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open, and then close the CD drive.

    The software installer starts automatically. If the Install Wizard does not open automatically, follow these steps to open it:

    Click Start, click My Computer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Method two: Reopen the downloaded software file

Follow these steps if you tried to download and install the software from the HP Web site.

  1. Double-click the icon for the software file you downloaded.

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.

  • Make sure that your computer is connected to your home network.

    • My computer is connected to my network through a wireless connection.

      Mouse over the Wireless icon in the notification area of your computer, near the clock.

      Figure 3: Mouse over the Wireless icon to show the wireless network connection

      Graphic: Wireless network connection

      If the wireless network shown is not yours (for instance, if you are connected to another local network), you must reconnect to your own network before continuing.

    • My computer is connected to my network through a wired (Ethernet) connection.

      Check the Ethernet cable between your computer and your router or modem to make sure that it is securely connected.

  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.

  • If you downloaded the software from the HP Web site, make sure that you downloaded the software that was designed for your specific model.

    For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.

  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

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

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.

Follow these steps to print a test page.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

    • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.

    • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer .

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

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point (router). You need these to connect the printer to the wireless network.

NOTE: HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.

    Figure 4: Example IP address in browser address line

    Example IP address in browser address line

    The Embedded Web Server (EWS) of the router opens.

  3. Type the user name and password to access the router's EWS. You can ask the person who originally set up your network, see the documentation that came with the router, or contact the manufacturer.

  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.

    NOTE: The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).

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

IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.

  1. Return to the HP Installation Wizard.

  2. Select Wireless as your connection type, and then click Next to continue.

  3. Follow the on-screen instructions.

    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.

    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.

      IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.

      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.

  4. Click Finish to complete the installation.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

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

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.

Tip
Get the test page you printed earlier.
  • If the IP address on the test page was 0.0.0.0 or 169.254. XXX. XXX, you must first print another test page now that the product is connected to the network.

    • How to print another Wireless Test Report:

      1. On the control panel, touch the Setup icon (), and then touch Wireless.

      2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

      3. Touch Print Wireless Test Report. The test 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 test page.

  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.

  1. Open a new Web browser window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.

    • I got a security certificate error. What do I do?

      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.

If the computer cannot communicate with the product, review steps to temporarily disable any firewalls that might be blocking the communication .

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

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.

  2. Type the product IP address, and then click Search.

    NOTE: You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.

    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.

  1. Click Start (), and then click Run. The Run dialog box opens.

  2. In the Run dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then click Disable All.

  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.

These steps include turning off the computer. Consider bookmarking this page for easy reference.

  1. Press the Power button () to turn off the product.

  2. On the Windows taskbar, click Start (), click Shut Down, select Shut Down from the drop-down list, and then click OK.

  3. Turn off the wireless access point (router).

  4. Press the Power button () to turn on the product.

  5. Press the power button on the computer to turn it on.

  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.

  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.

    NOTE: The appearance of the icon varies depending on the manufacturer of the software.

    Figure 5: Example of the systems tray on the computer

    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.

    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

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

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.

  1. Unplug the USB cable from the HP product.

  2. On the Windows taskbar, click Start (), and then click Control Panel. The Windows Control Panel opens.

  3. Double-click Add or Remove Programs. A list of programs installed on your computer opens.

  4. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.

    • HP Deskjet/Photosmart/All-in-One software

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Solution Center

    • HP Photosmart Essentials

  5. Follow the on-screen instructions to complete the software removal.

    CAUTION: If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  6. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:

  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.

  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE: Consider 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 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 firewall 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.

  • Firewall not in the table?

    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 fourteen: Re-enable startup programs and services

  1. Click Start (), and then click Run. The Run dialog box opens.

  2. In the Run dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Solutions did not resolve the issue?

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 .

Windows Vista

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 run an automated tool to help resolve the issue

Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.

NOTE: The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.

This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.

  1. Go to the HP Print and Scan Doctor page.

  2. Make sure your computer meets the system requirements, and then click Download.

  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.

  4. In the Security Warning dialog box, click Run.

  5. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.

  6. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.

    Figure 7: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.

  1. Press the Power button to turn on the printer, if it is not already on.

  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.

  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.

  4. When prompted, select the method that you want to use to connect your printer to the network.

    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.

  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.

    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.

    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

NOTE: Some of the following steps require restarting the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.

If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.

Method one: Reinsert the software CD

Follow these steps if you used the product software CD to install the software.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open, and then close the CD drive.

    The software installer starts automatically. If the Install Wizard does not open automatically, follow these steps to open it:

    Click the Windows icon (), click Computer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Method two: Reopen the downloaded software file

Follow these steps if you tried to download and install the software from the HP Web site.

  1. Double-click the icon for the software file you downloaded.

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.

  • Make sure that your computer is connected to your home network.

    • My computer is connected to my network through a wireless connection.

      Mouse over the Wireless icon in the notification area of your computer, near the clock.

      Figure 8: Mouse over the Wireless icon to show the wireless network connection

      Graphic: Wireless network connection

      If the wireless network shown is not yours (for instance, if you are connected to another local network), you must reconnect to your own network before continuing.

    • My computer is connected to my network through a wired (Ethernet) connection.

      Check the Ethernet cable between your computer and your router or modem to make sure that it is securely connected.

  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.

  • If you downloaded the software from the HP Web site, make sure that you downloaded the software that was designed for your specific model.

    For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.

  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

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

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.

Follow these steps to print a test page.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

    • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.

    • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer .

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

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point (router). You need these to connect the printer to the wireless network.

NOTE: HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.

    Figure 9: Example IP address in browser address line

    Example IP address in browser address line

    The Embedded Web Server (EWS) of the router opens.

  3. Type the user name and password to access the router's EWS. You can ask the person who originally set up your network, see the documentation that came with the router, or contact the manufacturer.

  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.

    NOTE: The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).

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

IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.

  1. Return to the HP Installation Wizard.

  2. Select Wireless as your connection type, and then click Next to continue.

  3. Follow the on-screen instructions.

    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.

    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.

      IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.

      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.

  4. Click Finish to complete the installation.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

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

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.

Tip
Get the test page you printed earlier.
  • If the IP address on the test page was 0.0.0.0 or 169.254. XXX. XXX, you must first print another test page now that the product is connected to the network.

    • How to print another Wireless Test Report:

      1. On the control panel, touch the Setup icon (), and then touch Wireless.

      2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

      3. Touch Print Wireless Test Report. The test 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 test page.

  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.

  1. Open a new Web browser window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.

    • I got a security certificate error. What do I do?

      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.

If the computer cannot communicate with the product, review steps to temporarily disable any firewalls that might be blocking the communication .

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

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.

  2. Type the product IP address, and then click Search.

    NOTE: You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.

    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then click Disable All.

  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.

These steps include turning off the computer. Consider bookmarking this page for easy reference.

  1. Press the Power button () to turn off the product.

  2. On the Windows taskbar, click the Windows icon (), click Start Search, click the Shut Down arrow (), and then click Shut Down.

  3. Turn on the wireless access point (router), if it is not already on.

  4. Press the Power button () to turn on the product.

  5. Press the power button on the computer to turn it on.

  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.

  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.

    NOTE: The appearance of the icon varies depending on the manufacturer of the software.

    Figure 10: Example of the systems tray on the computer

    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.

    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

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

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.

  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Programs and Features.

  2. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.

    • HP Deskjet/Photosmart/All-in-One software

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Solution Center

    • HP Photosmart Essentials

  3. Follow the on-screen instructions to complete the software removal.

    CAUTION: If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  4. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:

  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.

  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE: Consider 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 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 firewall 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.

  • Firewall not in the table?

    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 fourteen: Re-enable startup programs and services

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Solutions did not resolve the issue?

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 .

Windows 7

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 run an automated tool to help resolve the issue

Try the HP Print and Scan Doctor to help identify and fix common problems when installing or using HP printers on your home network.

Step one: Download the automated tool

Follow these steps to download and install the HP Print and Scan Doctor on your computer.

NOTE: The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.

This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.

  1. Go to the HP Print and Scan Doctor page.

  2. Make sure your computer meets the system requirements, and then click Download.

  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.

  4. In the Security Warning dialog box, click Run.

  5. When the Download Complete dialog box opens, click Run, and then click Run again on the Security Warning dialog box.

  6. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.

    Figure 12: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool

Step two: Run the automated tool

Run the HP Print and Scan Doctor to resolve many common printer networking issues. Since this is a troubleshooting tool only, it might not resolve all network issues.

  1. Press the Power button to turn on the printer, if it is not already on.

  2. From the Product column in the Print and Scan Doctor, select your printer, and then click Next. If your printer is not in the list, turn it off and back on, and then click Retry. If your printer is still not in the list, click Connect.

  3. If the tool finds your printer and it is connected, you can select Fix Printing or Fix Scanning to resolve any other issues. If the tool cannot find your printer or says that it is disconnected, continue to the next step.

  4. When prompted, select the method that you want to use to connect your printer to the network.

    The tool provides helpful information you might need to set up your networked printer, including network security information and the computer's current network information.

  5. Follow the on-screen instructions to troubleshoot any network issues and connect your printer to the network.

    • If the connectivity issue is resolved by the HP Print and Scan Doctor, try the installation again.

    • If the connectivity issue is not resolved, continue to the next solution to manually resolve the issue.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

NOTE: Some of the following steps require restarting the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Printer Not Found' error message.

If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you were installing the software when the issue occurred. This step is necessary for you to start the troubleshooting process.

Method one: Reinsert the software CD

Follow these steps if you used the product software CD to install the software.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open, and then close the CD drive.

    The software installer starts automatically. If the Install Wizard does not open automatically, follow these steps to open it:

    Click the Windows icon (), click Computer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Method two: Reopen the downloaded software file

Follow these steps if you tried to download and install the software from the HP Web site.

  1. Double-click the icon for the software file you downloaded.

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Printer Not Found' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check these items before continuing

Before you continue troubleshooting, verify these items, which might interfere with network installation.

  • Make sure that your computer is connected to your home network.

    • My computer is connected to my network through a wireless connection.

      Mouse over the Wireless icon in the notification area of your computer, near the clock.

      Figure 13: Mouse over the Wireless icon to show the wireless network connection

      Graphic: Wireless network connection

      If the wireless network shown is not yours (for instance, if you are connected to another local network), you must reconnect to your own network before continuing.

    • My computer is connected to my network through a wired (Ethernet) connection.

      Check the Ethernet cable between your computer and your router or modem to make sure that it is securely connected.

  • If you are using a Virtual Private Network (VPN) to connect to a remote network (for instance, your work network), disconnect from the VPN before installing the HP product.

  • If you downloaded the software from the HP Web site, make sure that you downloaded the software that was designed for your specific model.

    For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. HP designs the software for individual models, so the incorrect software might result in failed installation.

  • If you previously installed the software and are now trying to reinstall it, make sure you have performed a complete uninstall before trying to reinstall the software again. Also make sure any existing TCP/IP printer ports are deleted.

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

Tip
You will refer to this test page later in this document. Keep the test page for easy reference.

Follow these steps to print a test page.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

    • If the product IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the HP product is not connected to the network. Continue to the next step to set up the product on the wireless network.

    • If the product IP address on the test page is not 0.0.0.0 or 169.254. XXX. XXX (for example, 192.168.0.5), this means that the HP product is connected to the network. Review the steps in this document to check communication between the product and the computer .

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

Get the Service Set Identifier (SSID), the Wireless Encryption Protocol (WEP) key, or the Wi-Fi Protected Access (WPA) passphrase of the wireless access point (router). You need these to connect the printer to the wireless network.

NOTE: HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the router before you connect your product to the network. If you downloaded the HP Print and Scan Doctor in a previous step, it can help you retrieve these items.
  1. See the documentation provided with the router and make note of the router's IP address.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your router particular router brand and model. Check the router's documentation for the exact IP address.
  2. Open a new web browser window, such as Internet Explorer, type the router IP address in the address bar, and then press Enter on your keyboard.

    Figure 14: Example IP address in browser address line

    Example IP address in browser address line

    The Embedded Web Server (EWS) of the router opens.

  3. Type the user name and password to access the router's EWS. You can ask the person who originally set up your network, see the documentation that came with the router, or contact the manufacturer.

  4. When the EWS opens, make note of the Network Name (SSID). The SSID is the name of your wireless network. Leave the EWS open so that you can access it in the next steps.

    NOTE: The SSID is often on the first page of the EWS.
  5. Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab. If there is no Security tab, see the documentation that came with your router.

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).

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

IMPORTANT: Do not connect the USB cable until the Installation Wizard prompts you to do so.

  1. Return to the HP Installation Wizard.

  2. Select Wireless as your connection type, and then click Next to continue.

  3. Follow the on-screen instructions.

    • If the HP product has a wireless connection to your network, the HP Installation Wizard will prompt you to enter the IP address for your product. Type in the IP address that is listed on the Wireless Network Test you printed in a previous step in this document.

    • If the HP product does not have a wireless connection to your network, the HP Installation Wizard will prompt you to temporarily connect a USB cable between your HP product and your computer.

      IMPORTANT: Do not remove the USB cable until the Installation Wizard prompts you to do so.

      The HP Installation Wizard might automatically detect the wireless network settings for you. If the network settings are not automatically detected, you will be prompted to enter your wireless network settings. Type in the SSID, the WEP key, or the WPA passphrase you located in a previous step in this document.

  4. Click Finish to complete the installation.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

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

Like your wireless router, the printer also has an Embedded Web Server you can access over the network. Follow these steps to check the communication between the HP product and the computer by accessing the product's EWS.

Tip
Get the test page you printed earlier.
  • If the IP address on the test page was 0.0.0.0 or 169.254. XXX. XXX, you must first print another test page now that the product is connected to the network.

    • How to print another Wireless Test Report:

      1. On the control panel, touch the Setup icon (), and then touch Wireless.

      2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

      3. Touch Print Wireless Test Report. The test 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 test page.

  • If the product IP address was not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another test page. Continue with these steps.

  1. Open a new Web browser window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.

    • I got a security certificate error. What do I do?

      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.

If the computer cannot communicate with the product, review steps to temporarily disable any firewalls that might be blocking the communication .

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

  1. In the Install Wizard window, select the Show Advanced Search Options checkbox.

  2. Type the product IP address, and then click Search.

    NOTE: You can find the product IP address listed on the test page that you printed earlier.
    • If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.

    • If the printer is not found, click Cancel to stop the software installation, and then continue to the next step.

Step eight: Disable startup programs and services

Follow these steps to disable any startup programs or services that start when you turn on the computer.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Search programs and files dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then click Disable All.

  4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart later.

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network.

These steps include turning off the computer. Consider bookmarking this page for easy reference.

  1. Press the Power button () to turn off the product.

  2. On the Windows taskbar, click the Windows icon (), click the Shut Down arrow (), and then click Shut Down.

  3. Turn on the wireless access point (router), if it is not already on.

  4. Press the Power button () to turn on the product.

  5. Press the power button on the computer to turn it on.

  6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK.

Step ten: Temporarily disable the firewall

Firewall software from firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any firewalls.

  1. Look in the lower-right corner of the computer (systems tray) to find the icon for the firewall software.

    NOTE: The appearance of the icon varies depending on the manufacturer of the software.

    Figure 15: Example of the systems tray on the computer

    Image of a systems tray.
  2. Right-click the icon for the firewall software, and then click Disable.

    The option to turn off the software might not be 'Disable'. Look for a similar menu option, such as Stop or Turn off.

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

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove the components.

  1. On the Windows taskbar, click the Windows icon (), and then click Control Panel.

  2. Click Programs, and then click Programs and Features.

  3. Click the following HP software components, click Uninstall near the top of the window, and then click Next to uninstall the software.

    • HP Deskjet/Photosmart/All-in-One software

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Solution Center

    • HP Photosmart Essentials

  4. Follow the on-screen instructions to complete the software removal.

    CAUTION: If the uninstaller asks you to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  5. Disconnect the product from the power source, and then restart the computer.

Step twelve: Reinstall the HP software

After you complete the previous steps, you can reinstall the product software and drivers with one of the following methods:

  • Download from the Web: Click the following link, HP Software and Drivers , to download the latest software from the HP Web site. The software available on the HP Web site is usually more current than the software on the CD.

  • Software CD: Insert the software CD that shipped with your HP product into the computer, and then follow the on-screen instructions.

Step thirteen: Restart and configure the firewall

NOTE: Consider 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 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 firewall 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.

  • Firewall not in the table?

    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 fourteen: Re-enable startup programs and services

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Search programs and files 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.

Solutions did not resolve the issue?

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 .

Mac OS X 10.5 (Leopard) and Mac OS X 10.6 (Snow Leopard)

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: Make sure that you have the most current driver

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

Step one: Download and install the driver from the HP Web site

  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 .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 17: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step two: Add the All-in-One

After successful installation of the product, use these instructions to add the product to the list of available printers, if necessary.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax in the Hardware section.

  3. Click the Plus icon () in the lower left corner of the window to add the product 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 product 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.

Solution two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour 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.

  • What is Bonjour?

    Bonjour is a technology that is built into Mac operating systems. This technology discovers devices such as printers that are installed on the same network as the Mac. 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.

Workaround: Install using the printer IP address (limited functionality)

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 product IP address on the Wireless Test Report

Use the following steps to print a test page from the product control panel.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

  4. Find the product IP address on the test page. You will need this address in the following step.

Step two: Restart the installation process and add the printer
  1. Restart the installation process.

    • CD installation

      Load the product CD into the CD drive, and then wait for the HP Installer window to open. Double-click the HP Installer icon.

    • Web installation:

      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 product selection window, click My device is not listed, and then click OK.

  4. Select your product from the list of products 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 product.

  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 product'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: Restart the router and check network settings

Follow these steps to restart the router and then check the settings.

Step one: Restart the router

Follow these steps to turn off the router and then turn it on again.

  1. Unplug the power cord from the wireless router. Wait 30 seconds.

  2. Reconnect the power cord.

  3. Wait until the router is ready (usually after the lights stop blinking).

Step two: Print a Wireless Test Report

Follow these steps to print a test page.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

    • Pass: There is no MAC filtering preventing communication between the product and the router. No action is required.

    • Fail: There is a MAC filter preventing communication. Refer to the router manual or contact the router manufacturer for steps on disabling MAC filtering.

  • Make sure that the Network Name (SSID) on the test page matches the one for your router.

  • Make sure that the IP address is valid.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your particular router brand and model. Check the router's documentation for the exact IP address.

If the test page shows No Filtering: Pass, choose between the following options.

Option one: My test page shows the correct SSID and a valid IP address

Follow these steps to re-add the product in Print and Fax.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax in the Hardware section.

  3. Click the Plus icon () in the bottom left corner of the window to add the product 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 Bonjour as the connection type for the product.

  5. Select the product name from the list that displays on the computer.

  6. Click Add.

Option two: My test page shows the correct SSID and an invalid IP address

Follow these steps to restart the product, reprint the test page to check for a valid IP address, and then re-add the product.

Step one: Restart the product
  1. Press the Power button () to turn off the product.

  2. Press the Power button () to turn on the product.

Step two: Reprint the test page
  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Check the test page for a valid IP address. If valid, continue to the next step to re-add the product.

Step three: Re-add the product

Follow these steps to re-add the product in Print and Fax.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax in the Hardware section.

  3. Click the Plus icon () in the bottom left corner of the window to add the product 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 Bonjour as the connection type for the product.

  5. Select the product name from the list that displays on the computer.

  6. Click Add.

Solutions did not resolve the issue?

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 Consumer Forums
See what other customers are saying at the HP forums .

OS X 10.7 (Lion)

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: Make sure that you have the most current driver

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

Step one: Download and install the driver from the HP Web site

  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 .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 18: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step two: Add the All-in-One

After successful installation of the product, use these instructions to add the product 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 product 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 product 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.

Solution two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour 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.

  • What is Bonjour?

    Bonjour is a technology that is built into Mac operating systems. This technology discovers devices such as printers that are installed on the same network as the Mac. 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.

Workaround: Install using the printer IP address (limited functionality)

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 product IP address on the Wireless Test Report

Follow these steps to print a test page.

  1. On the printer control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

  4. Find the product IP address on the test page. You will need this address in the following step.

Step two: Restart the installation process and add the printer
  1. Restart the installation process.

    • CD installation

      Load the product CD into the CD drive, and then wait for the HP Installer window to open. Double-click the HP Installer icon.

    • Web installation:

      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 product selection window, click My device is not listed, and then click OK.

  4. Select your product from the list of products 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 product.

  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 product'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: Restart the router and check network settings

Follow these steps to restart the router and then check the settings.

Step one: Restart the router

Follow these steps to turn off the router and then turn it on again.

  1. Unplug the power cord from the wireless router. Wait 30 seconds.

  2. Reconnect the power cord.

  3. Wait until the router is ready (usually after the lights stop blinking).

Step two: Print a Wireless Test Report

Follow these steps to print a test page.

  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

    • Pass: There is no MAC filtering preventing communication between the product and the router. No action is required.

    • Fail: There is a MAC filter preventing communication. Refer to the router manual or contact the router manufacturer for steps on disabling MAC filtering.

  • Make sure that the Network Name (SSID) on the test page matches the one for your router.

  • Make sure that the IP address is valid.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your particular router brand and model. Check the router's documentation for the exact IP address.

If the test page shows No Filtering: Pass, choose between the following options.

Option one: My test page shows the correct SSID and a valid IP address

Follow these steps to re-add the product in Print and Scan.

  1. Open System Preferences from the Dock.

  2. Select Print & Scan in the Hardware section.

  3. Click the Plus icon () in the bottom left corner of the window to add the product 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 Bonjour as the connection type for the product.

  5. Select the product name from the list that displays on the computer.

  6. Click Add.

Option two: My test page shows the correct SSID and an invalid IP address

Follow these steps to restart the product, reprint the test page to check for a valid IP address, and then re-add the product.

Step one: Restart the product
  1. Press the Power button () to turn off the product.

  2. Press the Power button () to turn on the product.

Step two: Reprint the test page
  1. On the control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Check the test page for a valid IP address. If valid, continue to the next step to re-add the product.

Step three: Re-add the product

Follow these steps to re-add the product in Print and Scan.

  1. Open System Preferences from the Dock.

  2. Select Print & Scan in the Hardware section.

  3. Click the Plus icon () in the bottom left corner of the window to add the product 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 Bonjour as the connection type for the product.

  5. Select the product name from the list that displays on the computer.

  6. Click Add.

Solutions did not resolve the issue?

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 Consumer Forums
See what other customers are saying at the HP forums .

OS X 10.8 (Mountain Lion)

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: Make sure that you have the most current driver

Use one of the following methods to install the most current software for your printer.

Method one: Download and install the software from the HP website (recommended)

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 .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 19: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Method two: Install the software with Apple Software Update

Follow these steps to install the software using Apple Software Update.

  1. Click the Apple menu (), and then click About This Mac.

  2. Click Software Updates....

  3. Click the Updates icon ().

  4. From the menu, click Store.

  5. Click Reload Page to refresh the update list.

    If no updates are available, your Mac has the latest software and database installed.

  6. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.

  7. 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.

  8. Click the Apple menu, and then click System Preferences.

  9. Click Print & Scan or Printers & Scanners, and then click the plus sign () in the lower left corner of the window.

  10. 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.
  11. Under Name, click the name of your printer.

    NOTE: Make sure that the printer kind is Bonjour or Bonjour Multifunction.
  12. Click the Use box, and then select the name of your printer in the pop-up menu.

  13. Click Add to add the printer to the queue.

  14. 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 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: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour 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.

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.

Workaround: Install using the printer IP address (limited functionality)

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 Wireless Test Report

Follow these steps to print a test page.

  1. On the printer control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

  4. Find the printer IP address on the test page. You will need this address in the following step.

Step two: Restart the installation process and add the printer

  1. 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.

  8. Click Add Printer or Scanner, and then 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: Restart the router and check network settings

Follow these steps to restart the router and then check the settings.

Step one: Restart the router

Follow these steps to turn the router off and on again.

  1. Unplug the power cord from the router.

  2. Wait 30 seconds.

  3. Reconnect the power cord to the router.

  4. Wait until the router is ready (usually after the lights stop blinking).

Step two: Print a Wireless Test Report

Follow these steps to print a test page.

  1. On the printer control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

    • Pass: There is no MAC filtering preventing communication between the printer and the router. No action is required.

    • Fail: There is a MAC filter preventing communication. Refer to the router manual or contact the router manufacturer for steps on disabling MAC filtering.

  • Make sure that the Network Name (SSID) on the test page matches the one for your router.

  • Make sure that the IP address is valid.

    NOTE: The default access point IP address is often 192.168.0.1. However, it might not apply for your particular router brand and model. Check the router's documentation for the exact IP address.

If the test page shows No Filtering: Pass, choose between the following options.

Option one: My test page shows the correct SSID and a valid IP address

Follow these steps to add the printer.

  1. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.

  2. 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.

  3. Click the Apple () menu, and then click System Preferences.

  4. Click Print & Scan.

  5. Click the plus sign () at the bottom of the left pane.

    NOTE: Make sure that the printer kind is Bonjour or Bonjour Multifunction.
  6. Select the name of your printer in the pop-up menu.

  7. Click Add to add the printer to the queue.

  8. If you are prompted to install any additional software for your printer, click Install, and then follow the instructions to complete the installation.

Option two: My test page shows the correct SSID and an invalid IP address

Follow these steps to restart the product, reprint the test page to check for a valid IP address, and then re-add the product.

Step one: Restart the product

  1. Press the Power button () to turn off the printer.

  2. Press the Power button () to turn on the printer.

Step two: Print another test page
  1. On the printer control panel, touch the Setup icon (), and then touch Wireless.

  2. Touch the Down Arrow () to scroll to Print Wireless Test Report.

  3. Touch Print Wireless Test Report. The test page prints.

Check the test page for a valid IP address. If valid, continue to the next step to re-add the product.

Step three: Re-add the printer

Follow these steps to re-add the printer.

  1. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.

  2. 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.

  3. Click the Apple () menu, and then click System Preferences.

  4. Click Print & Scan.

  5. Click the plus sign () at the bottom of the left pane.

    NOTE: Make sure that the printer kind is Bonjour or Bonjour Multifunction.
  6. Select the name of your printer in the pop-up menu.

  7. Click Add to add the printer to the queue.

  8. If you are prompted to install any additional software for your printer, click Install, and then follow the instructions to complete the installation.

Solutions did not resolve the issue?

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 Consumer Forums
See what other customers are saying at the HP forums .

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