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'Unable to Find Printer' Error Message Displays for the HP Officejet 4620 e-All-in-One and HP Deskjet Ink Advantage 4620 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: Wireless network that uses an access point
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 prevent wireless connection issues. You might need to experiment with each of these tips to secure a successful wireless connection.

  • Move the product, the computer, and the access point (router) closer together.

  • Remove any metal objects that are between the product, the computer, and the access point (router). Objects such as refrigerators or metal bookcases can interfere with a wireless transmission.

  • Move any device that emits radio signals farther away from the HP product. Devices such as microwaves and cordless telephones can interfere with wireless transmission.

  • Accept or allow any firewall pop-up messages that display during the software installation.

  • If you connect to a virtual private network (VPN), temporarily disconnect from the VPN during the HP software installation (see your VPN software for further details).

  • If you have MAC address filtering enabled on your router, you will need to add the HP product's MAC address to the address filter list. You can find the MAC address on the Network Configuration Page. Follow instructions for your router to add the address.

Causes

The issue can be caused by any of the following situations.

  • A firewall is preventing the printer from accessing the computer.

  • A Virtual Private Network (VPN) is preventing the printer from accessing the computer.

  • The printer is assigned an Auto IP (169.254.x.y) address instead of a DHCP.

  • The printer is on the wrong subnet or gateway.

  • The printer is not turned on.

  • The network connection is not active.

  • Auto IP/DHCP has not finished running.

  • The wrong network is selected.

  • Your router has MAC address filtering enabled.

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.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Unable to find printer' 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. Open the CD drive, and then close the CD drive. The software installer starts automatically.

  2. Follow the on-screen instructions to install the software. If the 'Unable to find printer' 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 'Unable to Find Printer' 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 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 Wireless Network Test Report.

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

  7. Press the button next to OK. The test report prints.

  8. Check the product IP address on the test report.

  • If the product IP address on the report 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 the 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 of an IP address in a browser address line

    Image: Example of an IP address in a browser address line

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

  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.

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

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

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

Step 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. Click Setup to return to the HP Installation Wizard.

  2. Click 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, click the checkbox next to The Printer is already connected to the wireless network, and then click Next. 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.

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.

    1. On the product control panel, press the Setup button ().

    2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

    3. Press the button next to OK.

    4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

    5. Press the button next to OK.

    6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

    7. Press the button next to OK. The test report prints.

    8. Check the product IP address on the test report.

    • 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 report.

    • 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.

Step seven: Disable startup programs and services

Follow these steps to temporarily disable any startup programs or 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 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.

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

Step eight: Restart the network devices

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

NOTE: These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Turn off the access point (router).

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

  3. Click Start , click Shut Down, and then click Shut Down from the drop-down list.

  4. Turn on the access point (router).

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

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

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

Step nine: Temporarily disable the firewall

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 ten: Uninstall any HP All-in-One software

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

  1. On the Windows taskbar, click Start (), and then click All Programs. A list of programs installed on your computer displays.

  2. Click the HP folder, and then click the folder with the name and model number of your HP product.

  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.

Step eleven: Reinstall the HP software

Use one of the following methods to reinstall the product software and drivers.

Method one: Download and install the 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 6: 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 the product CD

During the installation, the Basic Device Software and Product Help are required to enable full product functionality. HP also includes valuable software to help you get the most out of your product.

Follow these steps to install the software with the product CD.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.

    If the installer does not start automatically, click Start (), click My Computer, and then double-click the CD drive.

    NOTE: If the User Account Control screen opens, click Allow to continue.
  4. When prompted to choose a connection type, select Network (Ethernet/Wireless), and then click Next.

  5. When prompted to choose a network type, select Wireless (802.11), and then click Next.

  6. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE: Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 7: 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 thirteen: Re-enable startup programs and services

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

  2. In the Open: box, type msconfig, and then click OK. The MSCONFIG Utility window opens.

  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 the Services tab, and then select the Hide All Microsoft Services check box.

  6. Click Enable all.

  7. Click Apply, and then click OK.

  8. 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 8: 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.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Unable to find printer' error message.

If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you installed the software when before 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. Open the CD drive, and then close the CD drive. The software installer starts automatically.

  2. Follow the on-screen instructions to install the software. If the 'Unable to find printer' 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 'Unable to Find Printer' 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 9: 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 Wireless Network Test Report.

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

  7. Press the button next to OK. The test report prints.

    • If the product IP address on the report 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 the 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 10: Example of an IP address in a browser address line

    Image: Example of an IP address in a browser address line

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

  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.

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

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

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

Step 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. Click Setup to return to the HP Installation Wizard.

  2. Click Wireless to select it 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, click the checkbox next to The Printer is already connected to the wireless network, and then click Next. 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 connect 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.

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

Like your wireless router, the product also has an Embedded Web Server (EWS) 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.

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

  7. Press the button next to OK. The test report prints.

  8. Check the product IP address on the test report.

  • 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 report.

  • 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.

Step seven: Disable startup programs and services

Follow these steps to temporarily disable any startup programs or 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 click Disable All.

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

  5. Click Apply, and then click OK.

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

Step eight: Restart the network devices

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

NOTE: These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Turn off the access point (router).

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

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

  4. Turn on the access point (router).

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

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

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

Step nine: Temporarily disable the firewall

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 11: 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 ten: Uninstall any HP All-in-One software

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

  1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.

  2. Click the HP folder, and then click the folder with the name and model number of your printer.

  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.

Step eleven: Reinstall the HP software

Use one of the following methods to reinstall the product software and drivers.

Method one: Download and install the software 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 12: 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 the product CD

During the installation, the required Basic Device Software and Product Help enable full product functionality. HP also includes valuable software to help you get the most out of your product.

Follow these steps to install the software with the product CD.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.

    If the installer does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.

    NOTE: If the User Account Control screen opens, click Allow to continue.
  4. When prompted to choose a connection type, select Network (Ethernet/Wireless), and then click Next.

  5. When prompted to choose a network type, select Wireless (802.11), and then click Next.

  6. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE: Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 13: 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 thirteen: Re-enable startup programs and services

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

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

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

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

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

  5. Click Apply, and then click OK.

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

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 products 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 14: 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.

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

Keep the Install Wizard window open with the 'Unable to find printer' 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. Open the CD drive, and then close the CD drive. The software installer starts automatically.

  2. Follow the on-screen instructions to install the software. If the 'Unable to find printer' 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 'Unable to Find Printer' 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 15: 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 Wireless Network Test Report.

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

  7. Press the button next to OK. The test report prints.

  8. Check the product IP address on the test report.

  • 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 the 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 16: Example of an IP address in a browser address line

    Image: Example of an IP address in a browser address line

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

  3. Type the user name and password to access the router's EWS. You can find these in the documentation that came with the router.

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

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

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

Step 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. Click Setup to return to the HP Installation Wizard.

  2. Click Wireless to select it 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, click to checkbox next to The Printer is already connected to the wireless network, and then click Next. 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 connect 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.

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.

    1. On the product control panel, press the Setup button ().

    2. Press the button () next to the Down Arrow () until Network displays in the box next to OK.

    3. Press the button next to OK.

    4. Press the button next to the Down Arrow () until Print Reports displays in the box next to OK.

    5. Press the button next to OK.

    6. Press the button next to the Down Arrow () until Wireless Test Report displays in the box next to OK.

    7. Press the button next to OK. The test report prints.

    8. Check the product IP address on the test report.

    • 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 report.

      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.

Step seven: Disable 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 click Disable All.

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

  5. Click Apply, and then click OK.

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

Step eight: Restart the network devices

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

NOTE: These steps include turning off the computer. Consider bookmarking this page for ease of reference.
  1. Turn off the access point (router).

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

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

  4. Turn on the access point (router).

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

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

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

Step nine: Temporarily disable the firewall

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 17: 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 ten: Uninstall any HP All-in-One software

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

  1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.

  2. Click the HP folder, and then click the folder with the name and model number of your printer.

  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.

Step eleven: Reinstall the HP software

Use one of the following methods to reinstall the product software and drivers.

Method one: Download and install the software 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.

Method two: Install the software with the product CD

During the installation, the required Basic Device Software and Product Help enable full product functionality. HP also includes valuable software to help you get the most out of your product.

Follow these steps to install the software with the product CD.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.

    If the installer does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.

    NOTE: If the User Account Control screen opens, click Allow to continue.
  4. When prompted to choose a connection type, select Network (Ethernet/Wireless), and then click Next.

  5. When prompted to choose a network type, select Wireless (802.11), and then click Next.

  6. Follow the on-screen instructions to finish installing the software.

Step twelve: Restart and configure the firewall

NOTE: Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 19: 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 thirteen: Re-enable startup programs and services

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

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

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

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

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

  5. Click Apply, and then click OK.

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

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 and 10.6

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: Download and install the most current driver

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

  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 20: 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 three: Select the wireless connection setup option

Click the Plus sign () for more information as it applies during your installation.

Option one: The 'HP Auto Wireless Connect' screen displays
  1. Click Continue.

  2. Click Allow or Always Allow to allow the software to configure the device using your Mac’s current wireless settings

  3. Follow the on-screen instructions to complete the software installation and wireless network setup for the HP product.

Option two: The 'Wireless Network Configuration' screen displays
  1. Check the box to configure the HP product wirelessly, and then click Continue.

  2. Follow the on-screen instructions.

Step four: 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 button () 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.

Solution two: Install the software using the All-in-One IP address

Follow these steps to install the product using the Internet Protocol (IP) address. The IP address is a unique number for identifying the HP product on a network.

Step one: Find the product IP address on the Network Configuration Page

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network scrolls to the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports scrolls to the box next to OK.
  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Network Configuration Page scrolls to the box next to OK.

  7. Press the button next to OK. The configuration page prints.

  8. Find the listing for URL(s) for Embedded Web Server. This is the product's IP address.

Step two: Restart the software installation

Use one of the following methods to restart the software installation.

  • Install the downloaded software: Browse to where you saved the software file on your computer, double-click the file, and then follow the on-screen instructions.

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

Step three: Install the software using the IP address

Follow these steps to install the software with the product IP address.

  1. Click Install (or Add Device if you have another HP device installed).

  2. Follow the on-screen instructions until you reach the Setup option to add a Printer Queue window.

  3. 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.

  4. In the Add Printer window, click the IP Printer tab.

  5. Type the product IP address in the designated text box.

  6. Make sure that the correct driver is found in the Print Using drop-down menu, and then click Add.

  7. Follow the on-screen instructions to complete the installation.

NOTE: Once you add your product to the queue, consider renaming it so you can recognize it more easily when selecting a printer.

Mac OS X 10.7

Follow these steps for Mac OS X 10.7.

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

First, bookmark this page or note the steps in this procedure. Then follow these steps to make sure you have the most current print driver.

Step one: Find and install the most current driver on 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 21: 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: Select the wireless connection setup option

Click the Plus sign () for more information as it applies to your installation.

Option one: The 'HP Auto Wireless Connect' screen displays
  1. Click Continue.

  2. Click Allow or Always Allow to allow the software to configure the device using your computer's current wireless settings.

  3. Follow the on-screen instructions to complete the software installation and wireless network setup for the HP product.

Option two: The 'Wireless Network Configuration' screen displays
  1. Check the box to configure the HP product wirelessly, and then click Continue.

  2. Follow the on-screen instructions.

Step three: Add the All-in-One

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

  1. Click System Preferences () on the Dock. The System Preferences window opens.

  2. In the Hardware section, click Print & Scan.

  3. Click the Plus icon () in the lower left corner of the Print & Scan 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.

Solution two: Install the product by using the printer IP address

Follow these steps to use the Internet Protocol (IP) address of the All-in-One to install the product.

Step one: Find the product IP address on the Network Configuration Page

  1. On the product control panel, press the Setup button ().

  2. Press the button () next to the Down Arrow () until Network scrolls to the box next to OK.

  3. Press the button next to OK.

  4. Press the button next to the Down Arrow () until Print Reports scrolls to the box next to OK.
  5. Press the button next to OK.

  6. Press the button next to the Down Arrow () until Network Configuration Page scrolls to the box next to OK.

  7. Press the button next to OK. The configuration page prints.

    Figure 22: Example of the Network Configuration Page

    Image: The Network Configuration Page
  8. Find the listing for URL(s) for Embedded Web Server. This is the product's IP address.

    Figure 23: Location of the IP address on Network Configuration Page

    Image: Location of the IP address on Network Configuration Page

Step two: Restart the printer

Follow these steps to restart the product.

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

    NOTE: If the product does not respond, disconnect the power cord from the rear of the product.
  2. If you disconnected the power cord from the product, reconnect the cord to the rear of the product, and then press the Power button to turn on the product.

  3. Print another configuration page.

    NOTE: Make a note of the IP address on the configuration page you just printed.

Step three: Start the installation process

  1. Start 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. Click Install.

  3. Follow the on-screen instructions until you reach the Setup option to add a Printer Queue window.

  4. 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.

  5. In the Add Printer window, click the IP Printer tab.

  6. Type the product's new IP address in the designated text box, and then click Add.

  7. Follow the on-screen instructions to complete the installation.

Step four: Add the All-in-One

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

NOTE: If your product is already listed in the printer queue, you do not need to follow these steps.
  1. Click System Preferences () on the Dock. The System Preferences window opens.

  2. In the Hardware section, click Print & Scan.

  3. Click the Plus icon () in the lower left corner of the Print & Scan 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.

NOTE: Once you add your product to the queue, consider renaming it so you can recognize it more easily when selecting a printer.

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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