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A 'Connection Error' or 'No Computer Detected' Error Message Displays When Scanning for HP Officejet Pro 8600 e-All-in-One Printer Series (N911)

This document is for the Officejet Pro 8600 e-All-in-One printer series.

When you try to scan, a 'Connection Error' or 'No Computer Detected' message displays and the scan fails.

Select your operating system and review the solutions to troubleshoot the issue.

Windows 8

Follow these steps for the Windows 8 operating system.

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

Network

Follow these steps to troubleshoot scan connection issues on a wired (Ethernet) or wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.

Step one: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.

  2. Open the HP software using one of the following methods:

    • From the desktop

      Double-click the printer icon () on your desktop.

    • From the HP folder

      Right-click the Start button () or the lower left corner of the screen, click Search, type HP, and then click your printer.

    NOTE: If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.

  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.

  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Step two: Maintain the connnection between the printer and computer (optional)

When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.

Follow these steps to change your computer power options.

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

  2. Click Power Options, and then click Change when the computer sleeps.

  3. In the dropdown menu next to Put the computer to sleep, select Never.

  4. Click Change advanced power settings and change the following settings.

    • Double-click Hard disk, double-click Turn off hard disk after, click Setting, and then click the down arrow until Never displays.

    • Double-click Sleep, double-click Allow hybrid sleep, click Setting, and then select Off in the dropdown menu.

    • Double-click Sleep, double-click Hibernate after, click Setting, and then click the down arrow until Never displays.

    • Click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution three: Check connectivity

A functioning network connection is required to complete a scan. Follow these steps to check for Ethernet and wireless connection issues.

Step one: Restart the computer, printer, and network router
NOTE: Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, click Next or Finish on any remaining screens to make sure that the setup and installation completed. If you don't see any software setup screens, the software installation completed.

  2. Restart your computer.

  3. Press the Power button on your HP printer to turn it off.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.

  5. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.

  6. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  7. Click Enable to activate the Scan to Computer function.

  8. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  9. If you are still unable to scan, continue to the next step.

Step two: Print a Network Configuration Page

Print a configuration page to troubleshoot the network connection. Follow these steps to print a configuration page. First, select your connection type.

Wired
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 1: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to check the connection:

    1. Examine the Ethernet cable that is connected to the rear of the printer. Make sure that it is not a phone cable (Ethernet cables and phone cables look similar).

      Figure 2: Do not use a phone cable

      Image: Do not use a phone cable.
    2. Make sure that the cable connects to the printer Ethernet jack. The Ethernet icon () marks the correct jack.

    3. Check that the cable is plugged into a live network router.

    4. Try using a different Ethernet cable.

    5. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Wireless

Follow these steps to check your wireless network connection.

Step one: Print the Network Configuration Page
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 3: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to troubleshoot the wireless connection:

    1. Move the printer and the router closer together.

    2. Make sure that there are not any metal objects between the printer and the router. Objects such as refrigerators or metal bookcases can interfere with wireless transmission.

    3. Move any device that emits radio signals farther away from the printer. Devices such as microwave ovens and cordless telephones can interfere with wireless transmission.

    4. Make sure that you are connecting to the correct SSID/network profile for your network.

    5. Check with the router manufacturer to make sure that the router is functioning properly.

    6. Try changing the network channel.

Step two: Reconnect to the wireless network

Follow these steps to reconnect the printer to your network with the Wireless Setup Wizard.

NOTE: To use the Wireless Setup Wizard, you must have a wireless network set up and running.
  1. Set up the printer (see the getting started guide or the setup poster that came with your printer).

  2. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch Network. The Network menu displays.

  4. Touch Wireless Setup Wizard, and then touch Continue.

  5. Wait while the printer searches for routers that are within range of the printer. The Select Network (SSID) menu displays.

  6. Touch the Down Arrow () to scroll through the list of network names until you find the name of your network.

  7. Touch the name of your network.

    NOTE: Your network name does not display on the Select Network (SSID) menu if your network settings have SSID broadcasting turned off or if a network problem exists.
  8. If the list does not contain your network name, follow these steps to enter it manually:

    1. On the Select Network (SSID) screen, touch the Down Arrow () to scroll through the options, and then touch Enter New Network Name. A touch keypad displays on the screen.

    2. Touch the appropriate letters and numbers on the touch keypad to enter the network name (SSID).

      NOTE: Make sure that you enter the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
    3. When you finish entering the new network name, touch OK. The printer searches for that specific SSID.

      NOTE: If the SSID is not found after manually entering the network name, contact your network administrator or the person who set up the wireless network to confirm the network’s SSID/network settings. Once the SSID is found, the printer determines if the network has a security key and what type of key it is.
  9. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the touch keypad to enter the key.

      NOTE: You must enter the exact uppercase (capital) and lowercase (small) letters. Otherwise, the wireless connection fails.
    2. When you finish entering the WEP key or WPA key, touch OK, and then touch OK again to confirm that you entered the key correctly. The printer attempts to connect to the network.

  10. Wait for the printer to connect to the network, and then continue to the next step.

    NOTE: If a connection error message displays, make sure that the network name and security key are correct. Follow the prompts to enter the information again.
  11. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Step three: Enable Scan to Computer connection

Follow these steps to enable the Scan to Computer connection.

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

  2. Open the HP software using one of the following methods.

    • Use the printer icon

      Double-click the printer icon () on your desktop.

    • Check the apps list

      Right-click the Start button () in the lower left corner of the screen, click Search, type the name of your printer, and then click the printer icon.

  3. Click Manage Scan to Computer.

  4. If you see the message Scan to Computer is currently not available, skip to the next solution.

  5. If you see the message Scan to Computer is disabled at the top of the window click the Enable button.

    NOTE: To ensure the Scan to feature is activated every time the computer is started, place a check in the box beside the words Automatically start Scan to Computer when I log onto Windows.
Step four: Try to scan

Try to scan the document again.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  6. Click Firmware, Update, Patch, or Software, if these items are available.

  7. If there is a Critical option listed in each of the items, click it.

  8. Click Download, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.

Step one: Uninstall the software

Follow these steps to uninstall the software.

NOTE: Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.

  2. Right-click your HP printer's name, and then click Uninstall.

  3. Follow the on-screen instructions to uninstall the software.

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.

  2. Click Free up disk space by deleting unnecessary files.

  3. Select the drive containing the operating system and click OK.

  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  6. After you select the components that you want to remove, click OK.

Step three: Restart the computer

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type restart.

  2. Click Restart in the results.

  3. Click Power.

  4. Click Restart.

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

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

  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.

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

  4. Click Apply, and then click OK.

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

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

Step five: Configure the firewall

Follow these steps to configure the firewall.

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 4: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

  • Firewall not in the table?

    1. Open your firewall software, and then locate the configuration settings.

      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.

    2. Set your firewall to unblock the following port range:

      • UDP port range 1000-65535

      NOTE: You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step six: Reinstall the software

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

  • Download from the Web: Click or tap HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

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

  2. In the System Configuration window, click the option button beside Normal Startup.

  3. Click Apply, and then click OK.

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

USB

Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.

Figure 5: An example of a USB connection

Image: An example of a USB connection

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution two: Make sure that the HP software is installed

Use one of the following methods to check if the software has been installed on your computer.

Step one: Check to see if the HP Scan software is installed

Choose one of the following methods to see if you have HP Scan software installed.

  • Check the Windows desktop

    If the HP software is installed, the icon for your printer () or the scan icon () displays on the Windows desktop.

  • Check the apps list

    Right-click the Start button () in the lower left corner of the screen, click Search, and then type the name of your printer. If the HP software is installed, your printer will display in the results.

Step two: Restart the computer, printer, and any network devices

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

Follow these steps to restart the computer, printer, and any network devices.

  1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.

  2. Click Settings.

  3. Click Power.

  4. Hold the Shift key down, and then click or tap Shut down.

    NOTE: When you hold the Shift key down while clicking Shut down, it causes the computer to fully shut down, which clears network settings from the computer.
  5. Turn off any routers and network devices.

  6. Press the Power button to turn off the printer.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  7. Turn on any routers and any other network devices. Wait for them to completely turn back on.

  8. Turn on the computer.

  9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

  10. In the Unable to Find the Printer installation window, type the printer's new IP address into the IP Address or Host Name field, and then click Search.

Step three: Try the scan again

Try scanning the document again.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.

NOTE: HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

  1. Connect the small end of the USB cable to the rear of the printer.

    The icon on the USB cable () faces up when the cable is connected correctly to the printer.

    Figure 6: Connect the small end of the USB cable to the rear of the printer

    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.

    Figure 7: Connect the other end of the USB cable to the computer

    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

  • Option one: The USB cable connects directly from the printer to the computer

    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

  • Option two: The USB cable connects to a USB hub or a laptop docking station

    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

      NOTE: If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable

Follow these steps to try a different USB cable.

  1. Try using a different USB cable.

  2. Try scanning the document again.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.

  2. Try scanning the document again.

    NOTE: If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  6. Click Firmware, Update, Patch, or Software, if these items are available.

  7. If there is a Critical option listed in each of the items, click it.

  8. Click Download, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

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

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

  3. Right-click the Start button () or the lower left corner of the screen, and then click Programs and Features.

  4. Right-click your HP printer's name, and then click Uninstall.

  5. Follow the on-screen instructions to uninstall the software.

  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.

  • What if an error message displays during the uninstall?

    If an error message displays while you are uninstalling the software, follow these steps.

    1. Click OK to close the error message.

    2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type administrative tools.

    3. Click Administrative Tools in the results.

    4. Double-click Print Management, and then double-click All Drivers.

    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete.

    6. Close the Print Management window, return to Programs and Features, and then continue uninstalling the remaining printer software.

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.

  2. Click Free up disk space by deleting unnecessary files.

  3. Select the drive containing the operating system and click OK.

  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  6. After you select the components that you want to remove, click OK.

Step four: Restart the computer

Follow these steps to restart the computer.

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type restart.

  2. Click Restart in the results.

  3. Click Power.

  4. Click Restart.

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

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

  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.

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

  4. Click Apply, and then click OK.

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

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

Step six: Reinstall the software

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

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 8: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

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

  2. In the System Configuration window, click the option button beside Normal Startup.

  3. Click Apply, and then click OK.

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

Windows 7

Follow these steps for the Windows 7 operating system.

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

Network connection

Follow these steps to troubleshoot scan connection errors on a wired or wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.

Step one: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.

  2. Open the HP software using one of the following methods:

    • From the desktop

      Double-click the printer icon () on your desktop.

    • From the HP folder

      Click the Windows icon (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

    NOTE: If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.

  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.

  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Step two: Maintain the connnection between the printer and computer (optional)

When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.

Follow these steps to change your computer power options.

  1. In the Windows task bar, click the Windows icon (), and then click Control Panel.

  2. Click System and Security.

  3. Click Power Options, and then click Change when the computer sleeps.

  4. In the dropdown menu next to Put the computer to sleep, select Never.

  5. Click Change advanced power settings and change the following settings.

    • Double-click Hard disk, double-click Turn off hard disk after, click Setting, and then click the down arrow until Never displays.

    • Double-click Sleep, double-click Allow hybrid sleep, click Setting, and then select Off in the dropdown menu.

    • Double-click Sleep, double-click Hibernate after, click Setting, and then click the down arrow until Never displays.

    • Click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution three: Check connectivity

Follow these steps to troubleshoot Ethernet and wireless network connections.

Step one: Restart the computer, printer, and network router
NOTE: Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, click Next or Finish on any remaining screens to make sure that the setup and installation completed. If you don't see any software setup screens, the software installation completed.

  2. Restart your computer.

  3. Press the Power button on your printer to turn it off.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.

  5. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.

  6. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  7. Click Enable to activate the Scan to Computer function.

  8. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  9. If you are still unable to scan, continue to the next step.

Step two: Print a Network Configuration Page

Follow these steps to troubleshoot a network connection by printing a configuration page. First, select your connection type.

Wired
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 9: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 0.0.0.0 or 169.254.xxx.xxx), the printer is not on a network. Follow these steps to check the connection:

    1. Examine the Ethernet cable attached to the rear of the printer. Make sure that it is not a phone cable (Ethernet cables and phone cables look similar).

      Figure 10: Do not use a phone cable

      Image: Do not use a phone cable.
    2. Make sure that the cable connects to the printer Ethernet jack. The Ethernet icon () marks the correct jack.

    3. Check that the cable is plugged into a live network router.

    4. Try using a different Ethernet cable.

    5. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Wireless

Follow these steps to check your wireless network connection.

Step one: Print the Network Configuration Page
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 11: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to troubleshoot the wireless connection:

    1. Move the printer and the router closer together.

    2. Make sure that there are not any metal objects between the printer and the router. Objects such as refrigerators or metal bookcases can interfere with wireless transmission.

    3. Move any device that emits radio signals farther away from the printer. Devices such as microwave ovens and cordless telephones can interfere with wireless transmission.

    4. Make sure that you are connecting to the correct SSID/network profile for your network.

    5. Check with the router manufacturer to make sure that the router is functioning properly.

    6. Try changing the network channel.

Step two: Reconnect to the wireless network

Follow these steps to reconnect the printer to your network with the Wireless Setup Wizard.

NOTE: To use the Wireless Setup Wizard, you must have a wireless network set up and running.
  1. Set up the printer (see the getting started guide or the setup poster that came with your printer).

  2. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch Network. The Network menu displays.

  4. Touch Wireless Setup Wizard, and then touch Continue.

  5. Wait while the printer searches for routers that are within range of the printer. The Select Network (SSID) menu displays.

  6. Touch the Down Arrow () to scroll through the list of network names until you find the name of your network.

  7. Touch the name of your network.

    NOTE: Your network name does not display on the Select Network (SSID) menu if your network settings have SSID broadcasting turned off or if a network problem exists.
  8. If the list does not contain your network name, follow these steps to enter it manually:

    1. On the Select Network (SSID) screen, touch the Down Arrow () to scroll through the options, and then touch Enter New Network Name. A touch keypad displays on the screen.

    2. Touch the appropriate letters and numbers on the touch keypad to enter the network name (SSID).

      NOTE: Make sure that you enter the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
    3. When you finish entering the new network name, touch OK. The printer searches for that specific SSID.

      NOTE: If the SSID is not found after manually entering the network name, contact your network administrator or the person who set up the wireless network to confirm the network’s SSID/network settings. Once the SSID is found, the printer determines if the network has a security key and what type of key it is.
  9. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the touch keypad to enter the key.

      NOTE: You must enter the exact uppercase (capital) and lowercase (small) letters. Otherwise, the wireless connection fails.
    2. When you finish entering the WEP key or WPA key, touch OK, and then touch OK to confirm that you entered the key correctly. The printer attempts to connect to the network.

  10. Wait for the printer to connect to the network, and then continue to the next step.

    NOTE: If a connection error message displays, make sure that the network name and security key are correct. Follow the prompts to enter the information again.
  11. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Step three: Try to scan

Follow these steps to enable the Scan to Computer connection and try scanning again.

  1. Open the HP software using one of the following methods:

    • Double-click the printer icon () on your desktop.

    • Click the Windows icon (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

  2. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  3. Click Enable to activate the Scan to Computer function.

  4. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  5. If you are still unable to scan, continue to the next section for additional tips and resources.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.

Step one: Uninstall the software

Follow these steps to uninstall the software.

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

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

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. On the Windows taskbar, click the Windows icon (), click All Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step three: Restart the computer

On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

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

  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step five: Configure the firewall

Follow these steps to configure the firewall.

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 12: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

  • Firewall not in the table?

    1. Open your firewall software, and then locate the configuration settings.

      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.

    2. Set your firewall to unblock the following port range:

      • UDP port range 1000-65535

      NOTE: You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step six: Reinstall the software

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  5. Click Apply, and then click OK.

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

USB

Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.

Figure 13: Example USB connection

Image: USB connection.

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.

Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer:

    • Check the Windows desktop

      If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.

    • Check the HP folder

      Click the Windows icon (), click All Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important: You must follow these steps in the order presented.

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

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

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.

  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.

NOTE: HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

  1. Connect the small end of the USB cable to the rear of the printer.

    The icon on the USB cable () faces up when the cable is connected correctly to the printer.

    Figure 14: Connect the small end of the USB cable to the rear of the printer

    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.

    Figure 15: Connect the other end of the USB cable to the computer

    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

  • Option one: The USB cable connects directly from the printer to the computer

    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

  • Option two: The USB cable connects to a USB hub or a laptop docking station

    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

      NOTE: If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable

Follow these steps to try a different USB cable.

  1. Try using a different USB cable.

  2. Try scanning the document again.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.

  2. Try scanning the document again.

    NOTE: If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

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

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

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. On the Windows taskbar, click the Windows icon (), click All Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step four: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

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

  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step six: Reinstall the software

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  5. Click Apply, and then click OK.

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

Windows Vista

Follow these steps for the Windows Vista operating system.

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

Network connection

Follow these steps to troubleshoot scan connection errors on a wired or wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.

Step one: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.

  2. Open the HP software using one of the following methods:

    • From the desktop

      Double-click the printer icon () on your desktop.

    • From the HP folder

      Click the Windows icon (), click Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

    NOTE: If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.

  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.

  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Step two: Maintain the connnection between the printer and computer (optional)

When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.

Follow these steps to change your computer power options.

  1. In the Windows task bar, click the Windows icon (), and then click Control Panel.

  2. Click System and Maintenance.

  3. Click Power Options, and then click Change when the computer sleeps. The Edit Plan Settings window opens.

  4. In the dropdown menu next to Put the computer to sleep, select Never.

  5. Click Change advanced power settings.

  6. Double-click Hard disk, double-click Turn off hard disk after, click Setting, click the down arrow until Never displays, and then click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution three: Check connectivity

Follow these steps to troubleshoot Ethernet and wireless network connections.

Step one: Restart the computer, printer, and network router
NOTE: Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, click Next or Finish on any remaining screens to make sure that the setup and installation completed. If you don't see any software setup screens, the software installation completed.

  2. Restart your computer.

  3. Press the Power button on your printer to turn it off.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.

  5. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.

  6. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  7. Click Enable to activate the Scan to Computer function.

  8. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  9. If you are still unable to scan, continue to the next step.

Step two: Print a Network Configuration Page

Follow these steps to troubleshoot a network connection by printing a configuration page. First, select your connection type.

Wired
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 16: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 0.0.0.0 or 169.254.xxx.xxx), the printer is not on a network. Follow these steps to check the connection:

    1. Examine the Ethernet cable attached to the rear of the printer. Make sure that it is not a phone cable (Ethernet cables and phone cables look similar).

      Figure 17: Do not use a phone cable

      Image: Do not use a phone cable.
    2. Make sure that the cable connects to the printer Ethernet jack. The Ethernet icon () marks the correct jack.

    3. Check that the cable is plugged into a live network router.

    4. Try using a different Ethernet cable.

    5. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Wireless

Follow these steps to check your wireless network connection.

Step one: Print the Network Configuration Page
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 18: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to troubleshoot the wireless connection:

    1. Move the printer and the router closer together.

    2. Make sure that there are not any metal objects between the printer and the router. Objects such as refrigerators or metal bookcases can interfere with wireless transmission.

    3. Move any device that emits radio signals farther away from the printer. Devices such as microwave ovens and cordless telephones can interfere with wireless transmission.

    4. Make sure that you are connecting to the correct SSID/network profile for your network.

    5. Check with the router manufacturer to make sure that the router is functioning properly.

    6. Try changing the network channel.

Step two: Reconnect to the wireless network

Follow these steps to reconnect the printer to your network with the Wireless Setup Wizard.

NOTE: To use the Wireless Setup Wizard, you must have a wireless network set up and running.
  1. Set up the printer (see the getting started guide or the setup poster that came with your printer).

  2. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch Network. The Network menu displays.

  4. Touch Wireless Setup Wizard, and then touch Continue.

  5. Wait while the printer searches for routers that are within range of the printer. The Select Network (SSID) menu displays.

  6. Touch the Down Arrow () to scroll through the list of network names until you find the name of your network.

  7. Touch the name of your network.

    NOTE: Your network name does not display on the Select Network (SSID) menu if your network settings have SSID broadcasting turned off or if a network problem exists.
  8. If the list does not contain your network name, follow these steps to enter it manually:

    1. On the Select Network (SSID) screen, touch the Down Arrow () to scroll through the options, and then touch Enter New Network Name. A touch keypad displays on the screen.

    2. Touch the appropriate letters and numbers on the touch keypad to enter the network name (SSID).

      NOTE: Make sure that you enter the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
    3. When you finish entering the new network name, touch OK. The printer searches for that specific SSID.

      NOTE: If the SSID is not found after manually entering the network name, contact your network administrator or the person who set up the wireless network to confirm the network’s SSID/network settings. Once the SSID is found, the printer determines if the network has a security key and what type of key it is.
  9. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the touch keypad to enter the key.

      NOTE: You must enter the exact uppercase (capital) and lowercase (small) letters. Otherwise, the wireless connection fails.
    2. When you finish entering the WEP key or WPA key, touch OK, and then touch OK again to confirm that you entered the key correctly. The printer attempts to connect to the network.

  10. Wait for the printer to connect to the network, and then continue to the next step.

    NOTE: If a connection error message displays, make sure that the network name and security key are correct. Follow the prompts to enter the information again.
  11. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Step three: Try to scan

Follow these steps to enable the Scan to Computer connection and try scanning again.

  1. Open the HP software using one of the following methods:

    • Double-click the printer icon () on your desktop.

    • Click the Windows icon (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

  2. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  3. Click Enable to activate the Scan to Computer function.

  4. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  5. If you are still unable to scan, continue to the next section to review additional resources.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software.

Step one: Uninstall the software

Follow these steps to uninstall the software.

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

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

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

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. On the Windows taskbar, click the Windows icon (), click Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step three: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

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

  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step five: Configure the firewall

Follow these steps to configure the firewall.

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 19: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

  • Firewall not in the table?

    1. Open your firewall software, and then locate the configuration settings.

      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.

    2. Set your firewall to unblock the following port range:

      • UDP port range 1000-65535

      NOTE: You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step six: Reinstall the software

After you complete the previous steps, reinstall the printer software and drivers.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 20: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  5. Click Apply, and then click OK.

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

USB connection

Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.

Figure 21: Example USB connection

Image: USB connection.

Connection errors while scanning over a USB connection occur for the following reasons:

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.

Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer.

    • Check the Windows desktop

      If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.

    • Check the HP folder

      Click the Windows icon (), click All Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important: You must follow these steps in the order presented.

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

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

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.

  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.

NOTE: HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

  1. Connect the small end of the USB cable to the rear of the printer.

    The icon on the USB cable () faces up when the cable is connected correctly to the printer.

    Figure 22: Connect the small end of the USB cable to the rear of the printer

    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.

    Figure 23: Connect the other end of the USB cable to the computer

    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

  • Option one: The USB cable connects directly from the printer to the computer

    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

  • Option two: The USB cable connects to a USB hub or a laptop docking station

    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

      NOTE: If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable

Follow these steps to try a different USB cable.

  1. Try using a different USB cable.

  2. Try scanning the document again.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.

  2. Try scanning the document again.

    NOTE: If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

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

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

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

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

  1. On the Windows taskbar, click the Windows icon (), click Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step four: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

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

  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step six: Reinstall the software

After you complete the previous steps, reinstall the printer software and drivers.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 24: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  5. Click Apply, and then click OK.

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

Windows XP

Follow these steps for the Windows XP operating system.

Network connection

Follow these steps to troubleshoot scan connection issues on a wired or wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.

Step one: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.

  2. Select one of the following methods to open the HP software:

    • From the desktop

      Double-click the printer icon () on your desktop.

    • From the HP folder

      Click Start (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

    NOTE: If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.

  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.

  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Step two: Maintain the connnection between the printer and computer (optional)

When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.

Follow these steps to change your computer power options.

  1. On the Windows task bar, click Start (), and then click Control Panel.

  2. Click Power Options.

  3. On the Power Schemes tab, select Always On from the drop down menu under Power schemes, and then click Apply.

  4. On the Hibernate tab, uncheck the box next to Enable hibernation, and then click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution three: Check connectivity

A functioning network connection is required to complete a scan. Follow these steps to check for Ethernet and wireless connection issues.

Step one: Restart the computer, printer, and network router
NOTE: Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, click Next or Finish on any remaining screens to make sure that the setup and installation completed. If you don't see any software setup screens, the software installation completed.

  2. Restart your computer.

  3. Press the Power button on your HP printer to turn it off.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  4. Press the Power button to turn on the printer.

  5. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.

  6. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  7. Click Enable to activate the Scan to Computer function.

  8. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  9. If you are still unable to scan, continue to the next step.

Step two: Print a Network Configuration Page

Print a configuration page to troubleshoot the network connection. Follow these steps to print a configuration page. First, select your connection type.

Wired
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 25: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to check the connection:

    1. Examine the Ethernet cable that is connected to the rear of the printer. Make sure that it is not a phone cable (Ethernet cables and phone cables look similar).

      Figure 26: Do not use a phone cable

      Image: Do not use a phone cable.
    2. Make sure that the cable connects to the printer Ethernet jack. The Ethernet icon () marks the correct jack.

    3. Check that the cable is plugged into a live network router.

    4. Try using a different Ethernet cable.

    5. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Wireless

Follow these steps to check your wireless network connection.

Step one: Print the Network Configuration Page
  1. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  2. Touch the Down Arrow (), and then touch Reports. The Reports menu displays.

  3. Touch Network Configuration Page. The configuration page prints.

  4. Look on the configuration page to find the network IP address assigned to the printer.

    Figure 27: Printer IP address on the network configuration page

    Image: Printer IP address on the network configuration page.
  5. If there is not a valid printer IP address on the page (for example, 192.168.xx.xxx), the printer is not on a network. Follow these steps to troubleshoot the wireless connection:

    1. Move the printer and the router closer together.

    2. Make sure that there are not any metal objects between the printer and the router. Objects such as refrigerators or metal bookcases can interfere with wireless transmission.

    3. Move any device that emits radio signals farther away from the printer. Devices such as microwave ovens and cordless telephones can interfere with wireless transmission.

    4. Make sure that you are connecting to the correct SSID/network profile for your network.

    5. Check with the router manufacturer to make sure that the router is functioning properly.

    6. Try changing the network channel.

Step two: Reconnect to the wireless network

Follow these steps to reconnect the printer to your network with the Wireless Setup Wizard.

NOTE: To use the Wireless Setup Wizard, you must have a wireless network set up and running.
  1. Set up the printer (see the getting started guide or the setup poster that came with your printer).

  2. From the home screen on the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch Network. The Network menu displays.

  4. Touch Wireless Setup Wizard, and then touch Continue.

  5. Wait while the printer searches for routers that are within range of the printer. The Select Network (SSID) menu displays.

  6. Touch the Down Arrow () to scroll through the list of network names until you find the name of your network.

  7. Touch the name of your network.

    NOTE: Your network name does not display on the Select Network (SSID) menu if your network settings have SSID broadcasting turned off or if a network problem exists.
  8. If the list does not contain your network name, follow these steps to enter it manually:

    1. On the Select Network (SSID) screen, touch the Down Arrow () to scroll through the options, and then touch Enter New Network Name. A touch keypad displays on the screen.

    2. Touch the appropriate letters and numbers on the touch keypad to enter the network name (SSID).

      NOTE: Make sure that you enter the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
    3. When you finish entering the new network name, touch OK. The printer searches for that specific SSID.

      NOTE: If the SSID is not found after manually entering the network name, contact your network administrator or the person who set up the wireless network to confirm the network’s SSID/network settings. Once the SSID is found, the printer determines if the network has a security key and what type of key it is.
  9. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the touch keypad to enter the key.

      NOTE: You must enter the exact uppercase (capital) and lowercase (small) letters. Otherwise, the wireless connection fails.
    2. When you finish entering the WEP key or WPA key, touch OK, and then touch OK again to confirm that you entered the key correctly. The printer attempts to connect to the network.

  10. Wait for the printer to connect to the network, and then continue to the next step.

    NOTE: If a connection error message displays, make sure that the network name and security key are correct. Follow the prompts to enter the information again.
  11. Print another configuration page, and then locate the printer IP address.

  • If the page still does not list a valid IP address, use the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues.

  • If there is a valid printer IP address on the page, continue to the next step.

Step three: Try to scan

Follow these steps to enable the Scan to Computer connection and try scanning again.

  1. Open the HP software using one of the following methods:

    • Double-click the printer icon () on your desktop.

    • Click Start (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.

  2. In the HP software, double-click Scanner Actions, and then double-click Manage Scan to Computer. The Scan to Computer window displays.

  3. Click Enable to activate the Scan to Computer function.

  4. Try to scan from the printer control panel.

    NOTE: If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  5. If you are still unable to scan, continue to the next section for additional tips and resources.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.

Step one: Uninstall the software

Follow these steps to uninstall the software.

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

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

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

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

Video of how to use Disk Cleanup

The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.

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

  1. On the Windows taskbar, click Start (), click All Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step three: Restart the computer

Follow these steps to restart the computer.

  1. On the Windows taskbar, click Start (), and then click Shut Down ().

  2. From the What do you want the computer to do? drop-down list, click Restart, and then click OK.

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

Video of how to turn off programs that run in the background

The following video demonstrates how to turn off programs that run in the background in Windows XP.

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

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. Click Start, and then click Run. The Run dialog box appears.

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

  3. Click the General tab.

  4. Click Selective Startup.

  5. If there is a check mark next to Load Startup items, click to clear the check box.

  6. Click the Services tab and select the Hide All Microsoft Services check box.

  7. Click Disable all.

  8. Click Apply, and then click Close.

  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.

  10. Click Restart.

    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.

  11. Select the Do not show this message again check box, and then click OK.

Step five: Configure the firewall

Follow these steps to configure the firewall.

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 28: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

  • Firewall not in the table?

    1. Open your firewall software, and then locate the configuration settings.

      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.

    2. Set your firewall to unblock the following port range:

      • UDP port range 1000-65535

      NOTE: You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step six: Reinstall the software

After you complete the previous steps, reinstall the printer software and drivers.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 29: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  6. Click Enable all.

  7. Click Apply, and then click OK.

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

USB connection

Follow these steps to troubleshoot issues with the scan connection when the printer connects to the computer with a USB cable.

Figure 30: Example USB connection

Image: USB connection.

Connection errors while scanning over a USB connection occur for the following reasons:

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.

Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer:

    • Check the Windows desktop

      If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.

    • Check the HP folder

      Click Start (), click All Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important: You must follow these steps in the order presented.

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

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

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.

  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.

NOTE: HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

  1. Connect the small end of the USB cable to the rear of the printer.

    The icon on the USB cable () faces up when the cable is connected correctly to the printer.

    Figure 31: Connect the small end of the USB cable to the rear of the printer

    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.

    Figure 32: Connect the other end of the USB cable to the computer

    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

  • Option one: The USB cable connects directly from the printer to the computer

    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

  • Option two: The USB cable connects to a USB hub or a laptop docking station

    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.

    2. Restart the computer and the printer.

    3. Try scanning the document again.

      NOTE: If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable

Follow these steps to try a different USB cable.

  1. Try using a different USB cable.

  2. Try scanning the document again.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.

  2. Try scanning the document again.

    NOTE: If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

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

    1. Type your printer model number.

    2. Click Go.

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

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

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

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

  9. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

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

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

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

Step three: Remove temporary files and folders with Disk Cleanup

Follow these steps to remove temporary files and folders with Disk Cleanup.

Video of how to use Disk Cleanup

The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.

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

  1. On the Windows taskbar, click Start (), click All Programs, and then click Accessories.

  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  4. After you select the components that you want to remove, click OK.

Step four: Restart the computer

Follow these steps to restart the computer.

  1. On the Windows taskbar, click Start (), and then click Shut Down ().

  2. From the What do you want the computer to do? drop-down list, click Restart, and then click OK.

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

Video of how to turn off programs that run in the background

The following video demonstrates how to turn off programs that run in the background in Windows XP.

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

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. Click Start, and then click Run. The Run dialog box appears.

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

  3. Click the General tab.

  4. Click Selective Startup.

  5. If there is a check mark next to Load Startup items, click to clear the check box.

  6. Click the Services tab and select the Hide All Microsoft Services check box.

  7. Click Disable all.

  8. Click Apply, and then click Close.

  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.

  10. Click Restart.

    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.

  11. Select the Do not show this message again check box, and then click OK.

Step six: Reinstall the software

After you complete the previous steps, reinstall the printer software and drivers.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 33: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

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

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

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

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

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

  6. Click Enable all.

  7. Click Apply, and then click OK.

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

OS X v10.10 Yosemite, OS X v10.9 Mavericks and OS X v10.8 Mountain Lion

Follow these steps for a computer running OS X v10.10 Yosemite, OS X v10.9 Mavericks or OS X v10.8 Mountain Lion operating system.

NOTE: If you are having difficulty scanning with HP Scan, you can use the instructions in the Scanning workaround section to scan using Apple drivers and software.

Network connection

Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check to see if other users are using the scanner

NOTE: If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner

Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.

Step two: Try the scan again

Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.

Step one: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Scan.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup or Settings. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the printer to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the printer software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find your printer in the printer list, and then right-click your printer and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Scan.

    14. In the Printers list, click your HP printer, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 34: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

USB connection

Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.

Figure 35: Example of a USB connection

Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.

Step one: Check the USB cable

Follow these steps to check the USB cable.

  1. Turn on the computer.

  2. Check the USB cable in the following ways:

    • Make sure that the USB cable is connected to the computer and to the printer.

    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.

    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.

    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.

Step two: Make sure that the computer detects the printer correctly

Follow these steps to make sure that the computer detects the printer correctly.

  1. On the menu bar, click GO, and then click Utilities.

  2. From the sub menu on the right, double-click System Information.

  3. On the left navigation pane, under Hardware, click USB.

  4. Look under the USB Device Tree for your printer name.

    • If your printer is listed, continue to the next step.

    • If your printer is not listed, continue troubleshooting the USB cable.

      NOTE: If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again

Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.

Step one: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Scan.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup or Settings. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the printer to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the printer software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find your printer in the printer list, and then right-click your printer and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Scan.

    14. In the Printers list, click your HP printer, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 36: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Scanning workarounds

If you cannot scan with HP Scan, you can still scan by using the Apple Software Update driver and Image Capture software.

Scan from Apple Preview

Follow these steps to use Apple Preview to scan images and documents to your Mac.

NOTE: Apple Preview does not support scanning from the control panel.
Step one: Run Apple Software Update

Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.

Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.

Step two: Scan from Apple Preview

Follow these steps to scan from Apple Preview.

Video of scanning from Apple Preview

The following video demonstrates how to scan from Apple Preview in OS X v10.9 Mavericks.

NOTE: This video shows an HP Photosmart 7510 printer, but the steps are the same for your printer.

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

  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.

  2. In the Applications folder or from the Dock, click Preview.

  3. From the Preview File menu, select Import from Scanner.

  4. Select your printer from the list. The details of the scan display.

  5. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

  6. Click Show Details to view scan settings and options.

    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  7. Change any settings as necessary, and then click Scan.

  8. When the preview image displays on left side, use the mouse to draw a box around the image or area of the image you actually want to save or crop out.

  9. Once the preview image has dotted lines around the image, the scan button should be clickable. Click the Scan button, and then click File / Save to save the image in a variety of formats.

    Tip
    If you hold down the Option key when you select File / Save, the Save As option displays. This allows you to select the desired destination and format. This is an Apple feature of the Preview and TextEdit applications.

Scan from Apple Image Capture

Follow these steps to use Apple Image Capture to scan images and documents to your Mac.

NOTE: Apple Image Capture does not support scanning from the control panel.
Step one: Run Apple Software Update

Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.

Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.

Step two: Scan from Apple Image Capture

Follow these steps to scan from Apple Image Capture.

Video of scanning from Apple Image Capture

The following video demonstrates how to scan from Apple Image Capture in OS X v10.9 Mavericks.

NOTE: This video shows an HP Photosmart 7510 printer, but the steps are the same for your printer.

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

  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.

  2. In the Applications folder or from the Dock, click Image Capture.

  3. Select your printer from the list. If your printer connects to a network, select it from the Shared list. The details of the scan display.

  4. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

  5. Click Show Details to view scan settings and options.

    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  6. Change any settings as necessary, and then click Scan.

OS X v10.7 Lion

Follow these steps for a computer running OS X v10.7 Lion.

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

Network connection

Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Make sure no other networked users are currently using the scanner

NOTE: If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner

Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.

Step two: Try the scan again

Try scanning the document again to see if the issue is resolved.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.

Step one: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Scan.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup or Settings. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I used the CD to install the product software, or I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the product to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the product software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find you product in the product list, and then right-click on your product and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Scan.

    14. In the Printers list, click your HP product, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

Choose one of the following methods to install the printer software.

Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.

NOTE: If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Method one: Download and install the software from the HP website
  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 37: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Method two: Use Apple Software Updates

Important: To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.

  1. Click the Apple menu (), and then click Software Update. Software Update checks for available updates.

  2. In the Software Update window, select the software you want to install, and then click Install.

    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.

  4. After the software updates complete, restart the computer (if required).

USB connection

Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.

Figure 38: Example of a USB connection

Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.

Step one: Check the USB cable

Follow these steps to check the USB cable.

  1. Turn on the computer.

  2. Check the USB cable in the following ways:

    • Make sure that the USB cable is connected to the computer and to the printer.

    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.

    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.

    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.

Step two: Make sure that the computer detects the printer correctly

Follow these steps to make sure that the computer detects the printer correctly.

  1. On the menu bar, click GO, and then click Utilities.

  2. From the sub menu on the right, double-click System Information.

  3. On the left navigation pane, under Hardware, click USB.

  4. Look under the USB Device Tree for your printer name.

    • If your printer is listed, continue to the next step.

    • If your printer is not listed, continue troubleshooting the USB cable.

      NOTE: If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again

Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.

Step one: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Scan.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup or Settings. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I used the CD to install the product software, or I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the product to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the product software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find you product in the product list, and then right-click on your product and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Scan.

    14. In the Printers list, click your HP product, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

Choose one of the following methods to install the printer software.

NOTE: If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Method one: Download and install the software from the HP website
  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 39: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Method two: Use Apple Software Updates

Important: To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.

  1. Click the Apple menu (), and then click Software Update. Software Update checks for available updates.

  2. In the Software Update window, select the software you want to install, and then click Install.

    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.

  4. After the software updates complete, restart the computer (if required).

Mac OS X v10.6 Snow Leopard

Follow these steps for a computer running Mac OS X v10.6 Snow Leopard.

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

Network connection

Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Make sure no other networked users are currently using the scanner

NOTE: If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner

Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.

Step two: Try the scan again

Try scanning the document again to see if the issue is resolved.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.

Step one: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Fax.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to Repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I used the CD to install the product software, or I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the product to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the product software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find you product in the product list, and then right-click on your product and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Fax.

    14. In the Printers list, click your HP product, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

Choose one of the following methods to install the printer software.

Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.

NOTE: If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Method one: Download and install the software from the HP website
  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 40: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Method two: Use Apple Software Updates

Important: To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.

  1. Click the Apple menu (), and then click Software Update. Software Update checks for available updates.

  2. In the Software Update window, select the software you want to install, and then click Install.

    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.

  4. After the software updates complete, restart the computer (if required).

USB connection

Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.

Figure 41: Example of a USB connection

Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.

Step one: Check the USB cable

Follow these steps to check the USB cable.

  1. Turn on the computer.

  2. Check the USB cable in the following ways:

    • Make sure that the USB cable is connected to the computer and to the printer.

    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.

    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.

    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.

Step two: Make sure that the computer detects the printer correctly

Follow these steps to make sure that the computer detects the printer correctly.

  1. On the menu bar, click GO, and then click Utilities.

  2. From the sub menu on the right, double-click System Profiler.

  3. On the left navigation pane, under Hardware, click USB.

  4. Look under the USB Device Tree for your printer name.

    • If your printer is listed, continue to the next step.

    • If your printer is not listed, continue troubleshooting the USB cable.

      NOTE: If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again

Try scanning the document again.

Solution two: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.

Step one: Check the Scan to Computer setting

  1. On the main menu, click the Apple icon (), and then click System Preferences.

  2. Click Print & Fax.

  3. Under Printers, click your printer, if you see more than one printer.

  4. Click Open Print Queue. The print queue for your printer opens.

  5. Click Printer Setup. A new window opens.

  6. Click the Utility tab, and then click Open Printer Utility. The HP Utility window opens.

  7. Under Scan Settings, click Scan to Computer.

  8. At the top of the screen, click the check box next to Enable Scan to Computer, if it is not already checked. Scan to Computer is enabled.

Step two: Try the scan again

Try scanning the document again.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.

Step one: Repair Disk Permissions

  1. On the Apple menu bar, click Go, and then click Utilities.

  2. From the sub menu on the right, double-click Disk Utility.

  3. From the list on the left, select your drive or active partition.

  4. Click the First Aid tab, and then click Repair Disk Permissions.

  5. Restart your computer.

Step two: Try the scan again

Try scanning the document again.

Solution four: Uninstall and then reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.

Step one: Uninstall the printer software

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.

  • I used the CD to install the product software, or I downloaded and installed the Full Feature software from HP.com

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the product to uninstall, and then click Uninstall.

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

    6. From the Macintosh HD menu, click Users.

    7. Click the correct user name.

    8. Click Library.

    9. Click Preferences.

    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."

    11. Close out of Preferences.

    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Updates to install the product software

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find you product in the product list, and then right-click on your product and select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the computer desktop, click the Apple menu icon (), and then click System Preferences on the drop-down menu.

    13. Click Print & Fax.

    14. In the Printers list, click your HP product, and then click the Minus button () to delete it.

Step two: Reinstall the printer software

Choose one of the following methods to install the printer software.

NOTE: If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Method one: Download and install the software from the HP website
  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 42: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Method two: Use Apple Software Updates

Important: To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.

  1. Click the Apple menu (), and then click Software Update. Software Update checks for available updates.

  2. In the Software Update window, select the software you want to install, and then click Install.

    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.

  4. After the software updates complete, restart the computer (if required).

Related links

If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.

HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resource for more information.

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

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