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HP Deskjet Ink Advantage 6520 e-All-in-One and HP Photosmart 6520 e-All-in-One Printer Series - Printer Does Not Maintain Wireless Connection

Introduction

This document contains information about the possible causes of a lost wireless connection, tips for avoiding the issue, and troubleshooting steps to help you restore the wireless connection on your printer.

Important: The information in this document pertains to printers that have already been set up and configured for a wireless connection and that have been working wirelessly for a period of time. If you have not yet set up your printer to work over a wireless network connection, see the wireless installation steps for your printer.

Click the plus sign ( ) for more information.

Causes

The following factors can cause the printer to lose the wireless connection:

  • The network connection is no longer active, or has low signal strength.

  • The printer goes into sleep mode or standby mode.

  • The printer is either too far away from the wireless router, or too close to it. The recommended distance between the printer and the router is 1.0 meter to 1.5 meters (3 ft to 5 ft).

  • A firewall prevents the printer from accessing the computer and wireless network.

  • A nearby device that emits radio signals (such as a microwave or cordless telephone) might interfere with the wireless connection.

  • A virtual private network (VPN) prevents the printer from accessing the computer and wireless network.

Tips for preventing wireless connection issues

The following tips can help prevent wireless connection issues:

  • Move the printer and the computer or access point (router) closer together.

  • Remove any metal objects between the printer 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 printer. Devices such as microwaves and cordless telephones can interfere with wireless transmission.

  • Consult the router manufacturer for updates and configuration of your router.

  • Make sure that your computer is not connected through a VPN. You cannot access your printer on your wireless network while connected to a VPN.

Windows

Important: You must follow these solutions in the order presented to resolve the issue in Windows XP, Windows Vista, Windows 7, and Windows 8.

NOTE: If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.

Solution one: Restore the wireless connection

Follow these steps to restore the wireless connection on your printer.

Step one: Print a Wireless Network Test page

Follow these steps to print a Wireless Network Test page.

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Wireless icon (), and then touch Settings.

  3. Use your finger to scroll down the menu, and then touch Print Wireless Test Report. The printer prints the page.

    Figure 1: Example of a Wireless Network Test page

    Image: Example of a Wireless Network Test page.

Step two: Evaluate the Wireless Network Test page

Check the test page that you printed for the following:

  • Does the test page indicate any problems? If so, follow the recommendations on the test page to try to resolve the issue.

  • Does the test page indicate that the printer is connected to your wireless network? The network name that the printer is connected to is listed on the test page.

    NOTE: Make sure that the printer is connected to the correct wireless network and not another wireless network in the area (such as your neighbor's).
  • Compare the printer's IP address to the gateway IP address. They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check the test page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show good signal strength? Make sure that your network is listed and that your network shows a strong signal.

  • Check to see if the wireless light on the printer control panel is lit, or refer to the test page to see if it indicates that the wireless radio is off. The wireless light is next to the Wireless button (). If the wireless radio is off, follow these steps to turn it on:

    On the printer control panel, touch the Wireless button (), and then touch OK.

  • Is there an error message on the printer control panel? If there is an error message, follow these steps:

    1. Scroll to the top of the current web page and find the Search boxes.

      Figure 2: Product and Question Search boxes

      Image: Product and Question Search boxes on HPCC.
    2. Type the name of your HP product in the Product search box.

    3. In the Question or keywords search box, type the error message that displays on your printer control panel, and then press Enter.

    4. A support document for the error should display on the screen. Click the document link, and then follow the document's instructions.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least five channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

    • If your printer is not connected to your wireless network, continue to the next step.

    • If your printer is connected to your wireless network, you can stop troubleshooting.

Step three: Update the printer

HP regularly releases printer updates, as well as new Web Services apps and new features to existing Web Services apps. Follow these steps to update your printer to make sure that you have the latest firmware installed, and that all Web Services apps are current.

Follow these steps to manually check for the latest firmware and product updates.

  1. On the printer control panel, touch the ePrint icon ().

    • If Web Services is already enabled, continue to the next step.

    • If the control panel displays a message that says Sign Up Required, touch Print Info. An information page prints. Follow the instructions on the page to enable Web Services, and then continue to the next step.

  2. Touch Settings. The Web Services Settings menu opens.

  3. Touch Product Update, and then touch Check Product Update.

  4. Wait while the printer checks for any available updates.

    • If the printer does not find an update, the control panel returns to the home screen.

    • If the printer does find an update, the update automatically installs. The printer might power off and then on depending on the update being installed.

  5. Optional: To set the printer to automatically check for product updates, return to the Product Update screen, touch Automatic Product Update, and then touch On.

Step four: Reset the printer and wireless router, and then restart the computer

NOTE: Consider bookmarking this page on your web browser so that you can reference it after restarting the computer.

Follow these steps to reset your printer, your wireless router, and your computer.

  1. Press the Power button on the printer to turn it off.

  2. Disconnect the power cord from the rear of the printer.

  3. Disconnect the power cord from the wireless router.

  4. Turn off the computer.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the wireless router.

  7. Wait 30 seconds, or until the router is fully on and ready.

  8. Turn the computer back on.

  9. Wait for the computer to reload.

  10. Reconnect the power cord to the rear of the printer.

  11. Turn the printer back on.

Step five: Reconnect to the wireless network

Follow these steps to reconnect your printer to the wireless network.

Important: You might need to reconfigure network devices that were connected to the previous network setup.

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

  2. Touch Settings.

  3. Touch Wireless Setup Wizard.

    The Wireless Setup Wizard searches for networks, and then displays them in a list.

  4. Touch the name of your network.

    NOTE: The printer wireless setup wizard provides instructions to configure the wireless connection. Follow the instructions on the printer control panel, or continue with the following steps.

    If the list of available networks does not include your network, use the following steps to add your network manually:

    1. Touch Enter New Network Name.

    2. Enter your network name using the printer control panel, and then touch Done.

      NOTE: Make sure that you touch the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection will fail to connect.

      If the printer does not find the network, the printer provides an option to use the network anyway. This option allows you to try troubleshooting the wireless network later.

    3. Touch Infrastructure.

    4. Touch Encryption Type.

  5. If prompted, enter the security key (WEP or WPA), and then touch Done.

    NOTE: Make sure that you touch the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection will fail to connect.
  6. Make sure that the printer successfully connects to the network.

  7. On the control panel, touch the Wireless icon (), and then make a note of the IP address. You need the IP address for the next step.

Step six: Update the printer's IP address

Select your operating system, and then follow the steps to update the printer's IP address.

  • Windows XP

    1. Click Start (), click All Programs, click HP, click the folder for your printer, and then click Update IP address.

    2. Type the new IP address, and then click Save.

  • Windows Vista and Windows 7

    1. Click the Windows icon (), click All Programs, click HP, click the folder for your printer, and then click Update IP address.

    2. Type the new IP address, and then click Save.

  • Windows 8

    1. Right-click the lower left corner of the screen, and then click Search from the menu.

    2. Type HP in the search box.

    3. Click your printer ().

    4. Click Utilities, and then click Update IP Address.

    5. Type the new IP address, and then click Save.

Step seven: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

    2. On the printer control panel, touch the Wireless icon ().

    3. Touch Print Wireless Test Report. The printer prints the report.

Step eight: Evaluate the Wireless Network Test page

On the test page, check the Connectivity section. The result should say 'Connected.' Under Current Configuration, the Network Name (SSID) should be the correct wireless network for your networked printer.

  • If your printer is not connected to your wireless network, continue to the next solution.

  • If your printer is connected to the wireless network, and you are able to print and scan, you can stop troubleshooting.

Solution two: Uninstall and reinstall the printer software

Follow these steps to Uninstall and reinstall the printer software.

Step one: Uninstall the printer software

If you previously installed the printer software on a computer that is on the network, follow these steps to uninstall the software, and then reinstall it.

If you did not previously install the printer software on a computer that is on the network, skip to the next steps to download, and then install the printer software.

Windows XP
  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.

Windows Vista and Windows 7
  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.

Windows 8
  1. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.

  2. Right-click your HP printer's name, and then click Uninstall. Follow the on-screen instructions to uninstall the software.

    NOTE: If you do not see any HP software in the list, there is no software to remove from your computer.
  3. Repeat the preceding step to remove other HP printer software titles.

  4. Restart the computer before starting to reinstall the driver.

Step two: Download and install the printer software

Follow these steps to download and install the software, even if the software is already installed on your printer. The installation includes steps to connect to the network.

NOTE: To install the printer software, the printer must be connected to a computer that is connected to the network. The printer connects to the network through the software. If you do not have a computer that is currently connected to the network, you can temporarily install a computer on the network to connect the printer. You can use either a Windows or Mac computer.
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  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 3: 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

Use the option that applies to your installation screen.

Option one: The 'HP Auto Wireless Connect' screen displays
NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup. After that time, the installation defaults to the USB wireless setup option.
  1. Select Yes, send my wireless settings to the printer, and then click Next.

  2. Follow the on-screen instructions to complete the software installation and wireless network setup for the printer.

Option two: The 'Wireless Setup Using a USB Connect' screen displays
  1. Temporarily connect a USB cable from your printer to your computer when prompted so that your network information can be communicated to the printer.

  2. Follow the on-screen instructions to complete the software installation and wireless network setup for the printer.

Step four: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

    2. On the printer control panel, touch the Wireless icon ().

    3. Touch Print Wireless Test Report. The printer prints the report.

Step five: Evaluate the Wireless Network Test page

On the test page, check the Connectivity section. The result should say 'Connected.' Under Current Configuration, the Network Name (SSID) should be the correct wireless network for your networked printer.

  • If your printer is not connected to your wireless network, continue to the next solution.

  • If your printer is connected to the wireless network, and you are able to print and scan, you can stop troubleshooting.

Solution three: Assign the printer a static IP address

If your computer regularly loses communication with your wireless printer, it can help to assign the printer a static IP address. This address will not change over time and your computer might have an easier time recognizing the printer after long periods of printer inactivity.

Follow these steps to assign a static IP address to your printer.

Video of assigning the printer a static IP address

The following video demonstrates how to assign the printer a static IP address.

NOTE: This video shows the HP Photosmart 7510 (C311a) e-All-in-One printer, but the steps are the same for your printer.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube Non-HP site .

  1. Print a Network Configuration Page, and then find your printer's IP address.

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

    2. Touch Print Info. The printer prints a test page.

      Figure 4: Example Network Configuration Page

      Image: Example Network Configuration Page.
  2. Open a new web browser window or tab, type the IP address in the web browser's address bar, and then press Enter.

    NOTE: Make sure that you type the IP address into the browser's address box. If you type it into a tool bar search box, the Embedded Web Server (EWS) will not open.

    Figure 5: Example of an IP address in a browser address line

    Image: Example of an IP address in a browser address line.
    • 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 printer. If you encounter this error outside of your printer'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. The EWS information page for the printer opens and confirms that the printer is communicating with the computer.

  4. In the EWS, click the Network tab, click Networking, and then click Network Address (IP) or IPv6 depending on your connection type.

  5. Click Manual IP, and then click Suggest a Manual IP Address. A manual IP address, Subnet Mask, and Default Gateway displays.

  6. After the manual IP address populates, click Manual DNS Server.

    NOTE: Keep a record of the manual IP address for reference.
  7. On the Network Configuration Page you printed earlier, locate the DNS Server addresses, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

    If the DNS addresses are not listed on the Network Configuration Page, or if you have trouble accessing the network or Internet with the original DNS addresses, use one of the following methods to obtain DNS addresses.

    • Method one: Use publicly available DNS server addresses

      Configure the printer using publicly available DNS server addresses. To find available DNS server addresses, search online for 'public DNS servers'.

      After you find public DNS server addresses, type the addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

    • Method two: Get the network DNS information via your computer

      Select your operating system, and then follow the directions to obtain the DNS server addresses.

      • Windows XP

        1. Click Start (), and then click Run. The Run dialog box opens.
        2. Type cmd, and then press Enter.

        3. When the command window opens, type ipconfig /all. Information about the computer's network displays.

        4. Scroll to and locate the DNS Server addresses.

        5. In the EWS, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

      • Windows Vista and Windows 7

        1. Click the Windows icon (), and then click Run. The Run dialog box opens.
        2. Type cmd, and then press Enter.

        3. When the command window opens, type ipconfig /all. Information about the computer's network displays.

        4. Scroll to and locate the DNS Server addresses.

        5. In the EWS, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

      • Windows 8

        1. Right-click the bottom left corner of the screen, and then click Run. The Run dialog box opens.
        2. Type cmd, and then click OK.

        3. When the command window opens, type ipconfig /all. Information about the computer's network displays.

        4. Scroll to and locate the DNS Server addresses.

        5. In the EWS, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

  8. Print another test page to make sure that the printer's IP address is the same as you assigned.

    • How to print a Network Configuration Page

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

      2. Touch Print Info. The printer prints a test page.

  9. Update the IP address in the printer software.

    • Windows XP

      1. Click Start (), click All Programs, click HP, click the folder for your printer, and then click Update IP address.

      2. Type the new IP address, and then click Save.

    • Windows Vista and Windows 7

      1. Click the Windows icon (), click All Programs, click HP, click the folder for your printer, and then click Update IP address.

      2. Type the new IP address, and then click Save.

    • Windows 8

      1. Right-click the lower left corner of the screen, and then click Search from the menu.

      2. Type HP in the search box.

      3. Click your printer ().

      4. Click Utilities, and then click Update IP Address.

      5. Type the new IP address, and then click Save.

  • If your printer is connected to the wireless network, and you are able to print and scan, you can stop troubleshooting.

  • If your printer is connected to the wireless network, but you are still not able to print or scan, continue to the next solution.

Solution four: Update your operating system

Follow these steps to make sure that your operating system has the most current updates.

Windows XP

  1. On the Windows taskbar, click Start (), click Control Panel, and then click Security Center.

  2. Under Resources, click Check for the latest updates from Windows Update.

  3. Click Express or Custom, and then follow the on-screen instructions to install all non-optional Windows updates.

Windows Vista

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

  2. Click Check for updates, and then follow the on-screen instructions to install all non-optional Windows updates.

Windows 7

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

  2. Click Check for updates, and then follow the on-screen instructions to install all non-optional Windows updates.

Windows 8

  1. Right-click the Start button () in the lower left corner of the screen, click Control Panel, and then click Windows Update.

  2. Click Check for updates, and then follow the on-screen instructions to install all non-optional Windows updates.

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

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

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

Image: Print and Scan Doctor icon
HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor.
HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:
  • 'Printer is Offline' or print jobs stuck in the print queue

  • Missing or corrupt drivers

  • Connectivity issues

  • Firewall issues

  • Scan error messages

  • Copy or scan mechanism issues (not available for all printers)

  • Carriage stalls or carriage jams (not available for all printers)

  • Ink and print quality issues (not available for all printers)

The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:

  • Connectivity:

    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.

    • Network: Verifies that the network connection between your computer and your network is working correctly.

  • Device Status Test: Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.

  • Driver Check: Checks for missing or corrupt driver files.

  • Device Manager: Checks for problems in Device Manager that would prevent printing.

  • Device Online: Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.

  • Print Queue: Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).

  • Port Match: Checks the port settings for the HP product.

  • Device Conflicts: Checks for conflicts with other drivers, such as other printer brands.

  • Ink Issues: Checks the cartridges and ink levels for issues that affect print quality.

  • Print Settings: Checks and adjusts the print quality settings.

  • Test Print: Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.

  • Scan Tests: Checks the scan mechanism, drivers, and registry entries.

You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.

Video of downloading, installing, and using the tool

The following video demonstrates how to download and run the HP Print and Scan Doctor.

.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube Non-HP site .

Step one: Download the tool

The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.

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

  2. Click Download, and then follow the on-screen instructions to save the software to your computer.

  3. Open the folder where the computer saved the software file (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

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

  2. From the Product column in the Print and Scan Doctor, select your HP product.

    If your product is not in the list, turn it off and back on, and then click Retry.

  3. Click Next. The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.

  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Mac OS X

Important: You must follow these solutions in the order presented to resolve the issue in Mac OS X v10.6 Snow Leopard, OS X v10.7 Lion, and OS X v10.8 Mountain Lion.

Solution one: Restore the wireless connection

Follow these steps to restore the wireless connection on your printer.

Step one: Print a Wireless Network Test page

Follow these steps to print a test page.

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Wireless icon (), and then touch Settings.

  3. Use your finger to scroll down the menu, and then touch Print Wireless Test Report. The printer prints the page.

    Figure 6: Example of a Wireless Network Test page

    Image: Example of a Wireless Network Test page.

Step two: Evaluate the Wireless Network Test page

Check the test page for the following:

  • Does the test page indicate any problems? If so, follow the recommendations on the test page to try to resolve the issue.

  • Does the test page indicate that the printer is connected to your wireless network? The network name that the printer is connected to is listed on the test page.

    NOTE: Make sure that the printer is connected to the correct wireless network and not another wireless network in the area (such as your neighbor's).
  • Compare the printer's IP address to the gateway IP address. They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check the test page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show good signal strength? Make sure that your network is listed and that your network shows a strong signal.

  • Check to see if the wireless light on the printer control panel is lit, or refer to the test page to see if it indicates that the wireless radio is off. The wireless light is next to the Wireless button (). If the wireless radio is off, follow these steps to turn it on:

    On the printer control panel, touch the Wireless button (), and then touch OK.

  • Is there an error message on the printer control panel? If there is an error message, follow these steps:

    1. Scroll to the top of the current web page and find the Search boxes.

      Figure 7: Product and Question Search boxes

      Image: Product and Question Search boxes on HPCC.
    2. Type the name of your HP product in the Product search box.

    3. In the Question or keywords search box, type the error message that displays on your printer control panel, and then press Enter.

    4. A support document for the error should display on the screen. Click the document link, and then follow the document's instructions.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

    • If your printer is not connected to your wireless network, continue to the next step.

    • If your printer is connected to your wireless network, you can stop troubleshooting.

Step three: Update the printer

HP regularly releases printer updates, as well as new Web Services apps and new features to existing Web Services apps. Follow these steps to update your printer to make sure that you have the latest firmware installed, and that all Web Services apps are current.

Follow these steps to manually check for the latest firmware and product updates.

  1. On the printer control panel, touch the ePrint icon ().

    • If Web Services is already enabled, continue to the next step.

    • If the control panel displays a message that says Sign Up Required, touch Print Info. An information page prints. Follow the instructions on the page to enable Web Services, and then continue to the next step.

  2. Touch Settings. The Web Services Settings menu opens.

  3. Touch Product Update, and then touch Check Product Update.

  4. Wait while the printer checks for any available updates.

    • If the printer does not find an update, the control panel returns to the home screen.

    • If the printer does find an update, the update automatically installs. The printer might power off and then on depending on the update being installed.

  5. Optional: To set the printer to automatically check for product updates, return to the Product Update screen, touch Automatic Product Update, and then touch On.

Step four: Reset the printer and wireless router, and then restart the computer

Follow these steps to reset your printer and your wireless router, and then restart your computer.

NOTE: Consider bookmarking this page on your web browser so that you can reference it after restarting the computer.

Follow these steps to reset your printer, your wireless router, and your computer.

  1. Press the Power button on the printer to turn it off.

  2. Disconnect the power cord from the rear of the printer.

  3. Disconnect the power cord from the wireless router.

  4. Turn off the computer.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the wireless router.

  7. Wait 30 seconds, or until the router is fully on and ready.

  8. Turn the computer back on.

  9. Wait for the computer to reload.

  10. Reconnect the power cord to the rear of the printer.

  11. Turn the printer back on.

Step five: Uninstall the printer software

If you previously installed the printer software on a computer that is on the network, follow these steps to uninstall the software, and then reinstall it.

If you did not install the printer software previously on a computer that is on the network, skip to the steps to download, and then install the printer software.

  1. On the desktop, double-click the Macintosh HD icon ().

  2. Click Applications, and then click the Hewlett-Packard folder.

  3. Double-click the HP Uninstaller. The HP Uninstaller opens.

  4. Click Continue.

  5. Select the printer to remove, and then click Uninstall.

  6. When prompted, type the Administrator name and Password, and then click OK.

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

  8. When the uninstall is complete, continue to the next step to download and install the printer software.

Step six: Download and install the printer software

Follow these steps to download and install the software, even if the software is already installed on your printer. The installation includes steps to connect to the network.

NOTE: To install the printer software, the printer must be connected to a computer that is connected to the network. The printer connects to the network through the software. If you do not have a computer that is currently connected to the network, you can temporarily install a computer on the network in order to connect the printer. You can use either a Windows or Mac computer.
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  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 8: 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 seven: Select the wireless connection setup option

When the options for setting up your printer display in the installation window, select the wireless setup option that works best for you.

NOTE: The USB setup option does not allow your printer to establish a wireless connection to the network.
  • Which network setup option should I select?

    • HP Auto Wireless Connect (Recommended) automatically gathers your current network information from your computer, and then applies it to your printer through the wireless connection in order to connect the printer to the same network.

    • USB Setup of Wireless automatically gathers your current network information from your computer, and then applies it to your printer over a USB connection in order to connect the printer to the same network.

Option one: HP Auto Wireless Connect
NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup. After that time, the installation defaults to the USB wireless setup option.
  1. Click Continue.

  2. Click Agree or Allow to allow HP Setup Assistant to transfer the wireless settings from your Mac to your printer.

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

Option two: Wireless Setup Using a USB Connect
  1. Check the box to configure the printer wirelessly.

  2. Follow the on-screen instructions to set up the wireless connection.

Step eight: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

    2. On the printer control panel, touch the Wireless icon ().

    3. Touch Print Wireless Test Report. The printer prints the report.

Step nine: Evaluate the Wireless Network Test page

On the test page, check the Connectivity section. The result should say 'Connected.' Under Current Configuration, the Network Name (SSID) should be the correct wireless network for your networked printer.

  • If your printer is not connected to your wireless network, continue to the next solution.

  • If your printer is connected to the wireless network, and you are able to print and scan, you can stop troubleshooting.

Solution two: Assign the printer a static IP address

If your computer regularly loses communication with your wireless printer, it can help to give the printer a static IP address. This address will not change over time and your computer might have an easier time recognizing the printer after long periods of printer inactivity.

Follow these steps to assign a static IP address to your printer.

Video of assigning the printer a static IP address

The following video demonstrates how to assign the printer a static IP address.

NOTE: This video shows the HP Photosmart 7510 (C311a) e-All-in-One printer, but the steps are the same for your printer.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube Non-HP site .

  1. Print a Network Configuration Page, and then find your printer's IP address.

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

    2. Touch Print Info. The printer prints a test page.

      Figure 9: Example Network Configuration Page

      Image: Example Network Configuration Page.
  2. Open a new web browser window or tab, type the IP address in the web browser's address bar, and then press Enter.

    NOTE: Make sure that you type the IP address into the browser's address box. If you type it into a tool bar search box, the Embedded Web Server (EWS) will not open.
  3. The EWS information page for the printer opens and confirms that the printer is communicating with the computer.

  4. Click the Network tab, click Networking, and then click Network Address (IP) or IPv6 depending on your connection type.

  5. Click Manual IP, and then click Suggest a Manual IP Address. A manual IP address, Subnet Mask, and Default Gateway displays.

  6. After the manual IP address populates, click Manual DNS Server.

    NOTE: Keep a record of the manual IP address for reference.
  7. On the Network Configuration Page you printed earlier, locate the DNS Server addresses, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

    If the DNS addresses are not listed on the Network Configuration Page, or if you have trouble accessing the network or Internet with the original DNS addresses, use one of the following methods to obtain DNS server addresses.

    • Method one: Use publicly available DNS server addresses

      Configure the printer using publicly available DNS server addresses. To find available DNS server addresses, search online for 'public DNS servers'.

      After you find public DNS server addresses, type the addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

    • Method two: Get the network DNS information via your computer

      1. Click the Apple icon (), and then click System Preferences.
      2. Click Network, select your network, and then click Advanced.

      3. Click DNS. The DNS addresses display.

      4. In the EWS, type the DNS addresses in the Manual Preferred DNS Server and Manual Alternate DNS Server fields, and then click Apply.

  8. Print another test page to make sure that the printer's IP address is the same as you assigned.

    • How to print a Network Configuration Page

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

      2. Touch Print Info. The printer prints a test page.

  • If your printer is connected to the wireless network, and you are able to print and scan, you can stop troubleshooting.

  • If your printer is connected to the wireless network, but you are still not able to print or scan, continue to the next solution.

Solution three: Update your operating system

Follow these steps to make sure that your operating system has the most current updates.

  1. Click the Apple icon (), and then click Software Updates. The Mac checks for new software.

  2. Follow the on-screen instructions to complete the update.

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