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HP Deskjet 3510 and HP Deskjet Ink Advantage 3510 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  • The network connection is no longer active, or has low signal strength.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 XP

Important : You must follow these solutions in the order presented to resolve the issue.

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. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the 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 1: 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, then type a search term based on the error message in the lower window, and then press.

    4. Press Enter on the computer keyboard, and then browse for the appropriate support document to troubleshoot the issue. 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.

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

  2. If a Sign Up Required message displays, press OK to continue, and then follow the steps to enable Web Services.

  3. Press OK to select Print Info . An information page prints that includes the web address for the HP ePrint service and your unique printer code. Use this information page to register at the HP ePrint service.

  4. Press the button ( ) next to Settings .

  5. Use the Down Arrow ( ) to select Product Updates , and then press OK . The printer checks for updates.

  6. Select Check Update , and then press OK .

  7. Turn the Automatic Updates on or off :

    1. Use the Down Arrow ( ) to select Automatic Updates .

    2. Make sure the control panel displays yes to turn Automatic Updates on , or select Automatic Updates again to turn Automatic Updates off .

    3. Press OK to confirm your selection.

  8. Press the Back Arrow ( ) repeatedly to return to the home screen.

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: Select the wireless connection setup option

Depending on the option that displays on your printer, select from the following wireless setup options:

Option one: The 'HP Auto Wireless Connect' screen displays

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: The 'Connect using Wi-Fi Protected Setup (WPS)' screen displays
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button

Follow these instructions to connect using the Push button method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN

Follow these instructions to connect using the PIN method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
  • If these steps resolved the issue , there is no need to continue troubleshooting.

  • If the issue persists , see the next step.

Step six: Update the printer's IP address

Follow these steps to update the printer's IP address.

  1. On the Windows taskbar, click Start ( ), click All Programs , click HP , and then click the folder for your printer.

  2. Click Update IP Address .

  3. Type the IP address that you noted on the Wireless Network Test page in a previous step, and then click Search .

  4. When the network finds the printer, follow the control panel instructions to complete the IP address update.

Step seven: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Test Report , and then press OK .

      The printer prints the test page.

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 then reinstall the printer software

Follow these steps to uninstall and then 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 step to download and install the printer 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 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 Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The software and driver results page displays when the printer model is identified.

    Figure 2: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Driver - Product Installation Software , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 3: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver 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

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: Connect using Wi-Fi Protected Setup (WPS)
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.

Step four: Print another Wireless Network Test page

  1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the test page.

  4. 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 step.

    • 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.

  1. Print a Network Configuration Page.

    1. On the printer control panel press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Configuration Page , and then press OK . The printer prints a test page.

      Figure 4: Example of a Network Configuration Page

      Image: Example of a Network Configuration Page
  2. Open a new web browser window or tab.

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

    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 EWS will not open.

    Figure 5: Example of an IP address in a web browser address window

    Image: Example of an IP address in a web browser address window.

    The Embedded Web Server (EWS) for the printer opens, and then confirms that the printer 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 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.

  4. Click the Network tab.

  5. Click Networking , and then click Network Address (IP) .

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

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

    NOTE: Keep a record of the manual IP address for reference.
  8. 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

      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 .

  9. Click Exit or close the browser to exit the EWS.

  10. Update the IP address in the printer software.

    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 .

  • 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.

  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.

  • 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, install, and then run an automated tool to help resolve the issue

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 then running an automated tool

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

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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 and install the automated tool

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor ( ) to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

Step two: Run the automated 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.

Windows Vista

Important : You must follow these solutions in the order presented to resolve the issue.

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. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the 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 6: 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, then type a search term based on the error message in the lower window, and then press.

    4. Press Enter on the computer keyboard, and then browse for the appropriate support document to troubleshoot the issue. 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.

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

  2. If a Sign Up Required message displays, press OK to continue, and then follow the steps to enable Web Services.

  3. Press OK to select Print Info . An information page prints that includes the web address for the HP ePrint service and your unique printer code. Use this information page to register at the HP ePrint service.

  4. Press the button ( ) next to Settings .

  5. Use the Down Arrow ( ) to select Product Updates , and then press OK . The printer checks for updates.

  6. Select Check Update , and then press OK .

  7. Turn the Automatic Updates on or off :

    1. Use the Down Arrow ( ) to select Automatic Updates .

    2. Make sure the control panel displays yes to turn Automatic Updates on , or select Automatic Updates again to turn Automatic Updates off .

    3. Press OK to confirm your selection.

  8. Press the Back Arrow ( ) repeatedly to return to the home screen.

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: Select the wireless connection setup option

Depending on the option that displays on your printer, select from the following wireless setup options:

Option one: The 'HP Auto Wireless Connect' screen displays

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: The 'Connect using Wi-Fi Protected Setup (WPS)' screen displays
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button

Follow these instructions to connect using the Push button method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN

Follow these instructions to connect using the PIN method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
  • If these steps resolved the issue , there is no need to continue troubleshooting.

  • If the issue persists , see the next step.

Step six: Update the printer's IP address

Follow these steps to update the printer's IP address.

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

  2. Click Update IP Address .

  3. Type the IP address that you noted on the Wireless Network Test page in a previous step, and then click Search .

  4. When the network finds the printer, follow the control panel instructions to complete the IP address update.

Step seven: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Test Report , and then press OK .

      The printer prints the test page.

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 then reinstall the printer software

Follow these steps to uninstall and then 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 step to download and install the printer 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 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 Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The software and driver results page displays when the printer model is identified.

    Figure 7: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Driver - Product Installation Software , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 8: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver 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

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: Connect using Wi-Fi Protected Setup (WPS)
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.

Step four: Print another Wireless Network Test page

Print another test page.

  1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the test page.

  4. 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 step.

    • 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.

  1. Print a Network Configuration Page.

    1. On the printer control panel press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Configuration Page , and then press OK . The printer prints a test page.

      Figure 9: Example of a Network Configuration Page

      Image: Example of a Network Configuration Page.
  2. Open a new web browser window or tab.

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

    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 EWS will not open.

    Figure 10: Example of an IP address in a web browser address window

    Image: Example of an IP address in a web browser address window.

    The Embedded Web Server (EWS) for the printer opens, and then confirms that the printer 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 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.

  4. Click the Network tab.

  5. Click Networking , and then click Network Address (IP) .

  6. Click Manual IP , and then click Suggest a Manual IP Address .

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

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

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

    • Method one: Use a publicly available DNS address

      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 addresses, type the DNS 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 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 .

  9. Click Exit or close the browser to exit the EWS.

  10. Update the IP address in the printer software.

    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 .

  • 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.

  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.

  • 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, install, and then run an automated tool to help resolve the issue

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 then running an automated tool

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

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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 and install the automated tool

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor ( ) to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

Step two: Run the automated 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.

Windows 7

Important : You must follow these solutions in the order presented to resolve the issue.

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. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the 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 11: 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, then type a search term based on the error message in the lower window, and then press.

    4. Press Enter on the computer keyboard, and then browse for the appropriate support document to troubleshoot the issue. 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.

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

  2. If a Sign Up Required message displays, press OK to continue, and then follow the steps to enable Web Services.

  3. Press OK to select Print Info . An information page prints that includes the web address for the HP ePrint service and your unique printer code. Use this information page to register at the HP ePrint service.

  4. Press the button ( ) next to Settings .

  5. Use the Down Arrow ( ) to select Product Updates , and then press OK . The printer checks for updates.

  6. Select Check Update , and then press OK .

  7. Turn the Automatic Updates on or off :

    1. Use the Down Arrow ( ) to select Automatic Updates .

    2. Make sure the control panel displays yes to turn Automatic Updates on , or select Automatic Updates again to turn Automatic Updates off .

    3. Press OK to confirm your selection.

  8. Press the Back Arrow ( ) repeatedly to return to the home screen.

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: Select the wireless connection setup option

Depending on the option that displays on your printer, select from the following wireless setup options:

Option one: The 'HP Auto Wireless Connect' screen displays

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: The 'Connect using Wi-Fi Protected Setup (WPS)' screen displays
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button

Follow these instructions to connect using the Push button method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN

Follow these instructions to connect using the PIN method on your printer control panel.

  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
  • If these steps resolved the issue , there is no need to continue troubleshooting.

  • If the issue persists , see the next step.

Step six: Update the printer's IP address

Follow these steps to update the printer's IP address.

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

  2. Click Update IP Address .

  3. Type the IP address that you noted on the Wireless Network Test page in a previous step, and then click Search .

  4. When the network finds the printer, follow the control panel instructions to complete the IP address update.

Step seven: Print another Wireless Network Test page

Print another test page.

  • How to print a Wireless Network Test page

    1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Test Report , and then press OK .

      The printer prints the test page.

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 then reinstall the printer software

Follow these steps to uninstall and then 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 step to download and install the printer 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 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 Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The software and driver results page displays when the printer model is identified.

    Figure 12: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Driver - Product Installation Software , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 13: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver 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

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup.
  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 connection' screen displays
  • If the Wireless Setup Using a USB connection displays:

    Connect the USB cable, and then click next .

  • If your printer is already connected to your network:

    Select the checkbox next to The Printer is already connected to the wireless network .

Option three: Connect using Wi-Fi Protected Setup (WPS)
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.

Step four: Print another Wireless Network Test page

Print another test page.

  1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the test page.

  4. 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 step.

    • 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.

  1. Print a Network Configuration Page.

    1. On the printer control panel press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Configuration Page , and then press OK . The printer prints a test page.

      Figure 14: Example of a Network Configuration Page

      Image: Example of a Network Configuration Page.
  2. Open a new web browser window or tab.

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

    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 EWS will not open.

    Figure 15: Example of an IP address in a web browser address window

    Image: Example of an IP address in a web browser address window.

    The Embedded Web Server (EWS) for the printer opens, and then confirms that the printer 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 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.

  4. Click the Network tab.

  5. Click Networking , and then click Network Address (IP) .

  6. Click Manual IP , and then click Suggest a Manual IP Address .

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

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

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

    • Method one: Use a publicly available DNS address

      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 addresses, type the DNS 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 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 .

  9. Click Exit or close the browser to exit the EWS.

  10. Update the IP address in the printer software.

    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 .

  • 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.

  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.

  • 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, install, and then run an automated tool to help resolve the issue

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 then running an automated tool

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

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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 and install the automated tool

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor ( ) to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

Step two: Run the automated 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 v10.6 Snow Leopard

Important : You must follow these solutions in the order presented to resolve the issue.

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. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the 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 16: 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.

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

  2. If a Sign Up Required message displays, press OK to continue, and then follow the steps to enable Web Services.

  3. Press OK to select Print Info . An information page prints that includes the web address for the HP ePrint service and your unique printer code. Use this information page to register at the HP ePrint service.

  4. Press the button ( ) next to Settings .

  5. Use the Down Arrow ( ) to select Product Updates , and then press OK . The printer checks for updates.

  6. Select Check Update , and then press OK .

  7. Turn the Automatic Updates on or off :

    1. Use the Down Arrow ( ) to select Automatic Updates .

    2. Make sure the control panel displays yes to turn Automatic Updates on , or select Automatic Updates again to turn Automatic Updates off .

    3. Press OK to confirm your selection.

  8. Press the Back Arrow ( ) repeatedly to return to the home screen.

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.

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

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

Solution two: Uninstall and then reinstall 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 step to download and install the printer software.

Step one: Uninstall 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 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 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 Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The software and driver results page displays when the printer model is identified.

    Figure 17: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Driver - Product Installation Software , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 18: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver file, and then follow the on-screen instructions to install the software.

Step three: Select the wireless connection setup option

Depending on the screen that displays on your printer, select from the following wireless setup options:

Option one: The 'HP Auto Wireless Connect' screen displays

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays on the computer.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup. After that time, the installation defaults to the Wi-Fi Protected Setup (WPS).
  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 'Connect using Wi-Fi Protected Setup (WPS)' screen displays
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Option three: Connect using a USB cable

Follow these instructions to connect using a USB cable when the Wireless network connection screen displays on your printer control panel.

  1. Select the configure the HP product wirelessly checkbox.

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

Step four: Print another Wireless Network Test page

Print another test page.

  1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the test page.

  4. 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.

  1. Print a Network Configuration Page.

    1. On the printer control panel press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Configuration Page , and then press OK . The printer prints a test page.

      Figure 19: Example of a Network Configuration Page

      Image: Example of a Network Configuration Page.
  2. Open a new web browser window or tab.

  3. In the address bar, type the printer IP address given on the test page, and then press Enter .

    The Embedded Web Server (EWS) for the printer opens and confirms that the printer is communicating with the computer.

  4. Click the Network tab.

  5. Click Networking , and then click Network Address (IP) .

  6. Click Manual IP , and then click Suggest a Manual IP Address .

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

    NOTE: Keep a record of the manual IP address for reference.
  8. 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 server addresses are not listed on the Network Configuration Page , or if you have trouble accessing the network or Internet with the original DNS server addresses, use one of the following methods to obtain DNS server addresses.

    • Method one: Use a publicly available DNS address

      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 DNS server 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 .

  • 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.

  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.

Mac OS X v10.7 Lion

Important : You must follow these solutions in the order presented to resolve the issue.

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. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the 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 20: 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.

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

  2. If a Sign Up Required message displays, press OK to continue, and then follow the steps to enable Web Services.

  3. Press OK to select Print Info . An information page prints that includes the web address for the HP ePrint service and your unique printer code. Use this information page to register at the HP ePrint service.

  4. Press the button ( ) next to Settings .

  5. Use the Down Arrow ( ) to select Product Updates , and then press OK . The printer checks for updates.

  6. Select Check Update , and then press OK .

  7. Turn the Automatic Updates on or off :

    1. Use the Down Arrow ( ) to select Automatic Updates .

    2. Make sure the control panel displays yes to turn Automatic Updates on , or select Automatic Updates again to turn Automatic Updates off .

    3. Press OK to confirm your selection.

  8. Press the Back Arrow ( ) repeatedly to return to the home screen.

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.

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

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

Solution two: Uninstall and then reinstall 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 step to download and install the printer software.

Step one: Uninstall 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 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 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 Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The software and driver results page displays when the printer model is identified.

    Figure 21: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Driver - Product Installation Software , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 22: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver file, and then follow the on-screen instructions to install the software.

Step three: Select the wireless connection setup option

Depending on the screen that displays on your printer, select from the following wireless setup options:

Option one: The 'HP Auto Wireless Connect' screen displays

HP Auto Wireless Connect 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. Follow these steps to set up your wireless connection when the HP Auto Wireless Connect screen displays on the computer.

NOTE: HP Auto Wireless Connect is offered for up to 120 minutes after initial printer setup. After that time, the installation defaults to the Wi-Fi Protected Setup (WPS).
  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 'Connect using Wi-Fi Protected Setup (WPS)' screen displays
NOTE: The following WPS methods might not be compatible with your router. If your router does not offer the WPS feature, then follow the steps to connect using a USB cable.

Select from the following wireless methods when the Wireless network connection screen displays on your printer control panel.

Method one: Push button
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press OK to select Push Button Setup , and then press OK to start.

  5. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Method two: PIN
  1. On the printer control panel press the Down Arrow ( ) to select Settings , and then press OK .

  2. Press the Down Arrow ( ) to select Wireless , and then press OK .

  3. Press the Down Arrow ( ) to select Wi-Fi Protected Setup , and then press OK .

  4. Press the Down Arrow ( ) to select PIN Setup , and then press OK .

  5. Press OK to start.

  6. Follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
Option three: Connect using a USB cable

Follow these instructions to connect using a USB cable when the Wireless network connection screen displays on your printer control panel.

  1. Select the configure the HP product wirelessly checkbox.

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

Step four: Print another Wireless Network Test page

Print another test page.

  1. On the printer control panel, press the Wireless button ( ), and then press the button ( ) next to Settings .

  2. Press the Down Arrow ( ) to select Print Report , and then press OK .

  3. Press the Down Arrow ( ) to select Test Report , and then press OK .

    The printer prints the test page.

  4. 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 does 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.

  1. Print a Network Configuration Page.

    1. On the printer control panel press the Wireless button ( ), and then press the button ( ) next to Settings .

    2. Press the Down Arrow ( ) to select Print Report , and then press OK .

    3. Press the Down Arrow ( ) to select Configuration Page , and then press OK . The printer prints a test page.

      Figure 23: Example of a Network Configuration Page

      Image: Example of a Network Configuration Page.
  2. Open a new web browser window or tab.

  3. In the address bar, type the printer IP address given on the test page, and then press Enter .

    The Embedded Web Server (EWS) for the printer opens and confirms that the printer is communicating with the computer.

  4. Click the Network tab.

  5. Click Networking , and then click Network Address (IP) .

  6. Click Manual IP , and then click Suggest a Manual IP Address .

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

    NOTE: Keep a record of the manual IP address for reference.
  8. 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 server addresses are not listed on the Network Configuration Page , or if you have trouble accessing the network or Internet with the original DNS server addresses, use one of the following methods to obtain DNS server addresses.

    • Method one: Use a publicly available DNS address

      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 DNS server 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 .

  • 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.

  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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