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A 'Printer Not Found' Error Displays for the HP Officejet 6600 e-All-in-One and 6700 Premium e-All-in-One Printer Series

This document applies to the HP Officejet 6600 e-All-in-One and 6700 Premium e-All-in-One printer series for Windows XP and later and Mac OS X v10.6 and later.

The HP product is not found when you try to install it on your computer on a wired (Ethernet) or wireless network. An error message, such as the following, might display on the computer:

  • 'Printer not found'

  • 'Search complete, no configured printers found'

Windows XP

Follow these steps for the Windows XP operating system. Next, choose your connection type.

  • Tell me more about network connection types.

    • Wired (Ethernet) network ()

      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.

      Figure 1: Example of an Ethernet connection

      Image: Example of an Ethernet connection.
    • Wireless network ()

      A wireless connection is a network connection where the printer is not physically connected with a cable to the computers on the network.

      Figure 2: Example of a wireless connection

      Image: Example of a wireless connection.
    • Hybrid network () ()

      In a hybrid network, some devices are attached by Ethernet and others are attached by wireless.

      Figure 3: Example of a hybrid connection

      Image: Example of a hybrid network connection.
      NOTE: For install purposes, you can determine your connection type in a hybrid connection by checking how the printer is connected to the router.

Wired (Ethernet) network

If your printer connects to a network using a wired (Ethernet) connection, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

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

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

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

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

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

    Figure 4: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool
Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Follow these steps to manually resolve the issue.

Step one: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 5: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should be blinking. If the lights operate as expected, continue to the step to temporarily disable third-party firewalls.

    • If the lights do not operate as expected, continue with the following items in this step.

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

    Figure 6: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

    • If trying the new Ethernet cable resolved the issue, continue to the step to temporarily disable third-party firewalls.

    • If the new Ethernet cable did not resolve the issue, continue with the following steps.

NOTE: Make sure that the Ethernet cable is not connected to a router port designated for Internet access. Consult your router's documentation for more information.
Step two: Temporarily disable Windows Firewall

Windows XP has firewall settings that can interfere with the HP software installation. If you are running Windows XP SP2 (Service Pack 2) or later, skip this step and proceed to the next step. If you are running Windows XP SP1 or earlier, follow these steps to temporarily disable the firewall.

NOTE: To check the version of Windows you are running click Start, right-click My Computer, click Properties. The Windows version is shown in the General tab in the System Properties window.
  1. Disconnect the Ethernet cable from the router, modem, or gateway.

    NOTE: If you are unsure where the router, modem, or gateway is for the networked product, consult your system administrator.
  2. On the Windows taskbar, click Start, and then click Control Panel. The Control Panel opens in a new window.

  3. Double-click Security Center (). Windows Security Center opens in a new window.

  4. Click Windows Firewall (). The Windows Firewall Settings dialog box opens.

  5. From the General tab, select Off (not recommended) (), and then click OK.

Step three: Temporarily disable third-party firewalls

Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.

  1. To disable Internet access, make sure the Ethernet cable is disconnected from the router, modem, or gateway.

    NOTE: Leaving the network connected to the Internet while the firewall is disabled exposes your computer to outside access.
  2. Look in the lower-right corner of the computer (systems tray) to find the icon representing the third-party software.

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

    Figure 7: The systems tray on the computer

  3. Right-click the icon for the third-party software, and then click Disable.

    NOTE: The option to disable the software might not be called "Disable." Look for a similar menu option, such as Stop or Turn off.
Step four: Print a Network Configuration Page

The Network Configuration Page shows the network or wireless settings for the printer. Follow these steps to print the Network Configuration Page from the printer control panel.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 8: An example of a network configuration page

    Image: Sample of a network configuration page.
Step five: Open the Embedded Web Server (EWS)

An Embedded Web Server (EWS) is an interface, like a Web page, that allows you to view printer status information, change settings, and manage the printer from your computer. Follow these steps to open the EWS.

  1. On the Network Configuration Page, find the IP address. The set of numbers listed next to it is the Internet Protocol address (IP address).

    Figure 9: Example of an IP address

    Image: Example of the IP address
  2. On your computer, open a web browser (for example, Internet Explorer or Firefox).

  3. In the browser's address line, type http:// followed by the IP address exactly as it is listed on the Network Configuration Page you printed in a previous step.

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

    Image: Example of an IP address in browser window
  4. Press Enter. The printer's EWS home page opens.

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

Step six: Assign the printer a static IP address

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

  1. In the EWS screen, click the Network tab.

  2. Click IPv4, and then click Manual IP. The Manual IP Address box opens.

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

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

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

    • Method one: Use a publicly available DNS address

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

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

    • Method two: Get network DNS information via your computer

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

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

      4. Scroll to and locate the DNS Server addresses.

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

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

  6. Print another test page from the printer control panel to make sure that the printer's IP address is the one you assigned.

How to print a Network Configuration Page

Follow these steps to print a test page.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step seven: Uninstall the HP software

Even if the HP software installation failed, the product software might have partially installed on the computer. Follow these steps to remove the HP software, and then continue to the next step to reinstall it.

  1. On the Windows taskbar, click Start, click All Programs, click HP, point to the folder for the HP product, and then click Uninstall.

    The software uninstaller opens in a new window.

  2. Follow the on-screen instructions to remove the software.

    CAUTION: If asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
Step eight: Reinstall the HP software

Use one of the following methods to install the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  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 11: 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: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step nine: Test the printer functionality

Follow these steps to test the printer functions.

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

  2. Print any document to make sure that the printer works.

  3. Restart Windows Firewall and any third-party firewall programs in the same way you disabled them earlier in this document.

  4. Print a document again to make sure that the functions still work after restarting the firewalls.

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

    • If the printer does not work, continue with these steps to manually configure the ports to the appropriate IP address.

  5. On the Windows taskbar, click Start, and then click Control Panel. The Control Panel opens in a new window.

  6. Double-click Printers and faxes. The Printers and faxes folder opens in a new window.

  7. Right-click the icon for the printer (), and then click Properties. The printer Properties dialog box opens.

  8. Click the Ports tab.

  9. In the list of ports, find the port with the checkmark (), click it, and then click Configure Port.

  10. Click Always print to this device, even if its IP address changes.

  11. In the Printer Name or IP Address text box, type the printer IP address that you established earlier in this document.

  12. Click OK.

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resource for more information.

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

Wireless network

If your printer connects to a wireless network, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

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

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

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

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

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

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

    Image: Example list of HP printers found by the tool
Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

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

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

Method one: Reinsert the software CD

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

  1. Remove the software CD from the CD drive, and then close the CD drive.

  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.

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

Method two: Reopen the downloaded software file

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

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

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

Step two: Check these items before continuing

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

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

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

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

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

      Graphic: Wireless network connection

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

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

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

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

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

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

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

Step three: Print a Wireless Network Test page to determine if the printer is connected to your home network
Tip
After you print the Wireless Network Test Results page, set it aside so you can easily refer to it later in this document.
  1. Press the Power button to turn on the printer.

  2. Touch the Right Arrow () to display the second navigation screen.

  3. Touch Setup, and then touch Network.

  4. Touch Print Wireless Network Test. The test page prints.

  5. On the test page, find the IP address.

    Figure 14: Example of the IP address on a test page

    Image: Example of the Wireless Network Test Results IP address.
    • If the printer IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the printer is not connected to the network. Continue to the next step to set up the printer on the wireless network.

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

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

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

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

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

    Figure 15: Example IP address in browser address line

    Example IP address in browser address line

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

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

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

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

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).
Step five: Connect to the wireless network

Follow these steps to connect the product to your wireless network.

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

  2. Touch the Right Arrow () to display the second navigation screen.

  3. Touch Setup (). and then touch Network.

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

  5. Touch the name of your network.

    • What if my network name is not in the list?

      If your network name is not listed on the product control panel, follow these steps to enter it manually.

      1. Touch the Down Arrow () until you see Enter New Network Name (SSID)

      2. Touch Enter New Network Name (SSID).

      3. On the on-screen keyboard, touch the appropriate letters and numbers to type the network name (SSID) into the Enter Network Name window.

        NOTE: Make sure that you type the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
      4. When you finish typing the new network name, touch OK.

      5. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

        If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to step 6.

  6. If prompted, type the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must type the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished typing the WEP key or WPA key, touch Done, and then touch OK to confirm.

      The product attempts to connect to the network.

  7. Make sure that the product successfully connects to the network before continuing to the next step.

    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to enter the information again.
Step six: Check the communication between the printer and the computer

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

Tip
Get the test page that you printed earlier.
  1. Check the IP address on the test page.

    Figure 16: Example of the Wireless Network Test Results IP address

    Image: Example of the Wireless Network Test Results IP address
    • If the printer IP address is not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another Network Configuration Page. Continue with these steps.

    • If the printer IP address is 0.0.0.0 or 169.254. XXX. XXX, you must first print another Wireless Network Test Results page now that the printer is connected to the network.

      • How to print a Wireless Network Test page

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

        2. Touch the Right Arrow () to display the second navigation screen.

        3. Touch Setup, and then touch Network.

        4. Touch Print Wireless Network Test. The test page prints.

        5. On the test page, find the IP address.

          Figure 17: Example of the IP address on a test page

          Image: Example of the Wireless Network Test Results IP address.
      • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another test report.

  2. Open a new web browser window or tab.

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

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

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

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

  4. Continue to the next step.

Step seven: Search for the printer with the printer IP address

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

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

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

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

Step eight: Disable startup programs and services

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

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

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

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

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

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

  5. Click Apply, and then click OK.

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

Step nine: Restart the network devices

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

These steps include turning off the computer. Consider bookmarking this page on your web browser, so that you can reference it after you restart the computer.

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

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

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

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

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

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

Step ten: Temporarily disable the firewall

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

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

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

    Figure 18: Example of the systems tray on the computer

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

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

Step eleven: Uninstall any printer software

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

  1. Unplug the USB cable from the printer.

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

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

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

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

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Photosmart Essentials

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

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

Step twelve: Reinstall the HP software

Use one of the following methods to reinstall the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 19: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Method two: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step thirteen: Restart and configure the firewall

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 20: Examples of the notification area on the computer

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

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

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

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

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

  • Firewall not in the table?

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

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

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

      • UDP port range 1000-65535

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

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step fourteen: Re-enable startup programs and services
  1. Click Start (), and then click Run. The Run dialog box opens.

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

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

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

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

  5. Click Apply, and then click OK.

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

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.

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

Windows Vista

Follow these steps for the Windows Vista operating system. Next, choose your connection type.

  • Tell me more about network connection types.

    • Wired (Ethernet) network ()

      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.

      Figure 21: Example of an Ethernet connection

      Image: Example of an Ethernet connection.
    • Wireless network ()

      A wireless connection is a network connection where the printer is not physically connected with a cable to the computers on the network.

      Figure 22: Example of a wireless connection

      Image: Example of a wireless connection.
    • Hybrid network () ()

      In a hybrid network, some devices are attached by Ethernet and others are attached by wireless.

      Figure 23: Example of a hybrid connection

      Image: Example of a hybrid network connection.
      NOTE: For install purposes, you can determine your connection type in a hybrid connection by checking how the printer is connected to the router.

Wired (Ethernet) network

If your printer connects to a network using a wired (Ethernet) connection, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

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

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

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

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

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

    Figure 24: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool
Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Follow these steps to manually resolve the issue.

Step one: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 25: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should be blinking. If the lights operate as expected, continue to the step to temporarily disable third-party firewalls.

    • If the lights do not operate as expected, continue with the following items in this step.

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

    Figure 26: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

    • If trying the new Ethernet cable resolved the issue, continue to the step to temporarily disable third-party firewalls.

    • If the new Ethernet cable did not resolve the issue, continue with the following steps.

NOTE: Make sure that the Ethernet cable is not connected to a router port designated for Internet access. Consult your router's documentation for more information.
Step two: Temporarily disable third-party firewalls

Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.

  1. Make sure the Ethernet cable is disconnected from the router, modem, or gateway.

  2. Look in the lower-right corner of the computer (systems tray) to find the icon representing the third-party software.

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

    Figure 27: The systems tray on the computer

    Image: The Vista systems tray on the computer
  3. Right-click the icon for the third-party software, and then click Disable.

    NOTE: The option to disable the software might not be called "Disable." Look for a similar menu option, such as Stop or Turn off.
Step three: Print a Network Configuration Page

The Network Configuration Page shows the network or wireless settings for the printer. Follow these steps to print the Network Configuration Page from the printer control panel.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 28: An example of a network configuration page

    Image: Sample of a network configuration page.
Step four: Open the Embedded Web Server

An Embedded Web Server (EWS) is an interface, like a Web page, that allows you to view printer status information, change settings, and manage the printer from your computer. Follow these steps to open the EWS.

  1. On the configuration page, find the IP address.

    Figure 29: Example of the printer IP address

    Image: Example of the printer IP address
  2. On your computer, open a web browser (for example, Internet Explorer or Firefox).

  3. In the browser's address line, type the IP address listed on the Network Configuration Page that you printed in a previous step, and then press Enter. Type the IP address exactly as it appears on the Network Configuration Page.

    Figure 30: Example of an IP address in a browser window

    Image: Example of an IP address in a browser window

    The Embedded Web Server opens.

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

Step five: Assign the printer a static IP address

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

  1. In the EWS screen, click the Network tab.

  2. Click IPv4, and then click Manual IP. The Manual IP Address box opens.

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

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

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

    • Method one: Use a publicly available DNS address

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

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

    • Method two: Get network DNS information via your computer

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

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

      4. Scroll to and locate the DNS Server addresses.

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

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

  6. Print another test page from the printer control panel to make sure that the printer's IP address is the one you assigned.

How to print a Network Configuration Page

Follow these steps to print a test page.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step six: Uninstall the HP software

Even if the HP software installation failed, the printer software might have partially installed on the computer. Follow these steps to remove the HP software, and then continue to the next step to reinstall it.

  1. On the Windows taskbar, click the Windows icon (), click Programs, click HP, point to the folder for the printer, and then click Uninstall.

    The software uninstaller opens in a new window.

  2. Follow the on-screen instructions to remove the software.

    CAUTION: If asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
Step seven: Reinstall the HP software

Use one of the following methods to reinstall the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  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 31: 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: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step eight: Test the printer functionality

Follow these steps to test the printer.

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

  2. Print any document to make sure that the printer works.

  3. Restart Windows Firewall and any third-party firewall programs in the same way you disabled them earlier in this document.

  4. Print a document again to make sure that the functions still work after restarting the firewalls.

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

    • If the printer does not work, continue with these steps to manually configure the ports to the appropriate IP address.

  5. On the Windows taskbar, click the Windows icon (), and then click Control Panel. The Control Panel opens in a new window.

  6. Under Hardware and Sound (), click Printer. The folder opens in a new window.

  7. Right-click the icon for the printer (), and then click Properties. The printer Properties dialog box opens.

  8. Click the Ports tab.

  9. In the list of ports, find the port with the checkmark (), click it, and then click Configure Port.

  10. Click Always print to this device, even if its IP address changes.

  11. In the Printer Name or IP Address text box, type the printer IP address that you established earlier in this document.

  12. Click OK.

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resource for more information.

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

Wireless network

If your printer connects to a wireless network, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

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

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

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

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

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

    Figure 32: Example list of HP printers found by the tool

    Image: Example list of HP printers found by the tool
Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

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

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

Method one: Reinsert the software CD

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

  1. Remove the software CD from the CD drive, and then close the CD drive.

  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.

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

Method two: Reopen the downloaded software file

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

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

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

Step two: Check these items before continuing

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

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

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

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

      Figure 33: Mouse over the Wireless icon to show the wireless network connection

      Graphic: Wireless network connection

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

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

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

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

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

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

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

Step three: Print a Wireless Network Test page to determine if the printer is connected to your home network
Tip
After you print the Wireless Network Test Results page, set it aside so you can easily refer to it later.
  1. Press the Power button to turn on the printer.

  2. Touch the Right Arrow () to display the second navigation screen.

  3. Touch Setup, and then touch Network.

  4. Touch Print Wireless Network Test. The test page prints.

  5. On the test page, find the IP address.

    Figure 34: Example of the IP address on a test page

    Image: Example of the Wireless Network Test Results IP address.
Step four: Get the SSID, the WEP key, and the WPA passphrase

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

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

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

    Figure 35: Example IP address in browser address line

    Example IP address in browser address line

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

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

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

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

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).
Step five: Connect to the wireless network

Follow these steps to connect the printer to your wireless WLAN 802.11 network.

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

  2. Touch the Right Arrow () to display the next navigation screen.

  3. Touch Setup (), and then touch Network.

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

  5. Touch the name of your network.

    • What if my network name is not in the list?

      If your network name is not listed on the printer control panel, follow these steps to enter it manually.

      1. Touch the Down Arrow () to scroll to Enter New Network Name (SSID)

      2. Touch Enter New Network Name (SSID).

      3. On the on-screen keyboard, touch the appropriate letters and numbers to type the network name (SSID) into the Enter Network Name window.

        NOTE: Make sure that you type the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
      4. When you finish typing the new network name, touch OK.

      5. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

        If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to step 6.

  6. If prompted, type the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must type the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished typing the WEP key or WPA key, touch Done, and then touch OK to confirm.

      The printer attempts to connect to the network.

  7. Make sure that the printer successfully connects to the network before continuing to the next step.
    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to type the information again.
Step six: Check the communication between the printer and the computer

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

Tip
Get the test page that you printed earlier.
  1. Check the IP address on the test page.

    Figure 36: Example of the Wireless Network Test Results IP address

    Image: Example of the Wireless Network Test Results IP address
    • If the printer IP address is not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another Network Configuration Page. Continue with these steps.

    • If the printer IP address is 0.0.0.0 or 169.254. XXX. XXX, you must first print another Wireless Network Test Results page now that the printer is connected to the network.

      • How to print a Wireless Network Test page

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

        2. Touch the Right Arrow () to display the second navigation screen.

        3. Touch Setup, and then touch Network.

        4. Touch Print Wireless Network Test. The test page prints.

        5. On the test page, find the IP address.

          Figure 37: Example of the IP address on a test page

          Image: Example of the Wireless Network Test Results IP address.
      • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another test report.

  2. Open a new web browser window or tab.

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

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

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

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

  4. Continue to the next step.

Step seven: Search for the printer with the printer IP address

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

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

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

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

Step eight: Disable startup programs and services

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

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

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

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

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

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

  5. Click Apply, and then click OK.

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

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network. These steps include turning off the computer. Consider bookmarking this page on your web browser, so that you can reference it after you restart the computer.

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

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

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

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

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

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

Step ten: Temporarily disable the firewall

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

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

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

    Figure 38: Example of the systems tray on the computer

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

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

Step eleven: Uninstall any printer software

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

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

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

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

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Photosmart Essentials

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

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

Step twelve: Reinstall the HP software

Use one of the following methods to install the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  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: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step thirteen: Restart and configure the firewall

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 40: Examples of the notification area on the computer

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

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

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

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

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

  • Firewall not in the table?

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

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

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

      • UDP port range 1000-65535

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

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step fourteen: Re-enable startup programs and services
  1. On the Windows taskbar, click the Windows icon ().

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

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

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

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

  5. Click Apply, and then click OK.

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

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.

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

Windows 7

Follow these steps for the Windows 7 operating system. Next, choose your connection type.

  • Tell me more about network connection types.

    • Wired (Ethernet) network ()

      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.

      Figure 41: Example of an Ethernet connection

      Image: Example of an Ethernet connection.
    • Wireless network ()

      A wireless connection is a network connection where the printer is not physically connected with a cable to the computers on the network.

      Figure 42: Example of a wireless connection

      Image: Example of a wireless connection.
    • Hybrid network () ()

      In a hybrid network, some devices are attached by Ethernet and others are attached by wireless.

      Figure 43: Example of a hybrid connection

      Image: Example of a hybrid network connection.
      NOTE: For install purposes, you can determine your connection type in a hybrid connection by checking how the printer is connected to the router.

Wired (Ethernet) network

If your printer connects to a network using a wired (Ethernet) connection, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Follow these steps to manually resolve the issue.

Step one: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 44: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should be blinking. If the lights operate as expected, continue to the step to temporarily disable third-party firewalls.

    • If the lights do not operate as expected, continue with the following items in this step.

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

    Figure 45: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

    • If trying the new Ethernet cable resolved the issue, continue to the step to temporarily disable third-party firewalls.

    • If the new Ethernet cable did not resolve the issue, continue with the following steps.

NOTE: Make sure that the Ethernet cable is not connected to a router port designated for Internet access. Consult your router's documentation for more information.
Step two: Temporarily disable third-party firewalls

Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.

  1. Make sure the Ethernet cable is disconnected from the router, modem, or gateway.

  2. Look in the lower-right corner of the computer (systems tray) to find the icon representing the third-party software.

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

    Figure 46: The systems tray on the computer

    Image: The Vista systems tray on the computer
  3. Right-click the icon for the third-party software, and then click Disable.

    NOTE: The option to disable the software might not be called "Disable." Look for a similar menu option, such as Stop or Turn off.
Step three: Print a Network Configuration Page

The Network configuration page shows the network or wireless settings for the printer. Follow these steps to print a Network Configuration Page from the printer.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 47: An example of a network configuration page

    Image: Sample of a network configuration page.
Step four: Open the Embedded Web Server

An Embedded Web Server (EWS) is an interface, like a Web page, that allows you to view printer status information, change settings, and manage the printer from your computer. Follow these steps to open the EWS.

  1. On the configuration page, find the IP address.

    Figure 48: Example of the printer IP address

    Image: Example of a printer IP address
  2. On your computer, open a web browser (for example, Internet Explorer or Firefox).

  3. In the browser's address line, type the IP address listed on the Network Configuration Page that you printed in a previous step, and then press Enter. Type the IP address exactly as it appears on the Network Configuration Page.

    Figure 49: Example of an IP address in a browser window

    Image: Example of an IP address in a browser window

    The Embedded Web Server opens.

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

Step five: Assign the printer a static IP address

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

  1. In the EWS screen, click the Network tab.

  2. Click IPv4, and then click Manual IP. The Manual IP Address box opens.

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

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

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

    • Method one: Use a publicly available DNS address

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

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

    • Method two: Get network DNS information via your computer

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

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

      4. Scroll to and locate the DNS Server addresses.

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

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

  6. Print another test page from the printer control panel to make sure that the printer's IP address is the one you assigned.

How to print a Network Configuration Page

Follow these steps to print a test page.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step six: Uninstall the HP software

Even if the HP software installation failed, the printer software might have partially installed on the computer. Follow these steps to remove the HP software, and then continue to the next step to reinstall it.

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

    The software uninstaller opens in a new window.

  2. Follow the on-screen instructions to remove the software.

    CAUTION: If asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
Step seven: Reinstall the HP software

Use one of the following methods to install the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  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 50: 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: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step eight: Test the printer functionality

Follow these steps to test the printer.

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

  2. Print any document to make sure that the printer works.

  3. Restart Windows Firewall and any third-party firewall programs in the same way you disabled them earlier in this document.

  4. Print a document again to make sure that the functions still work after restarting the firewalls.

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

    • If the printer does not work, continue with these steps to manually configure the ports to the appropriate IP address.

  5. On the Windows taskbar, click the Windows icon (), and then click Control Panel. The Control Panel opens in a new window.

  6. Under Hardware and Sound (), click View devices and printers. The folder opens in a new window.

  7. Right-click the icon for the printer (), and then click Properties. The printer Properties dialog box opens.

  8. Click the Ports tab.

  9. In the list of ports, find the port with the checkmark (), click it, and then click Configure Port.

  10. Select Always print to this device, even if its IP address changes.

  11. In the Printer Name or IP Address text box, type the printer IP address that you established earlier in this document.

  12. Click OK.

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resource for more information.

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

Wireless network

If your printer connects to a wireless network, follow these steps.

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

Solution one: Download and run an automated tool to help resolve the issue

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

Step one: Download the automated tool

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

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

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

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

Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Do not cancel the Install Wizard window.

Step one: Keep the installation window open

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

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

Method one: Reinsert the software CD

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

  1. Remove the software CD from the CD drive, and then close the CD drive.

  2. Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.

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

Method two: Reopen the downloaded software file

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

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

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

Step two: Check these items before continuing

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

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

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

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

      Figure 51: Mouse over the Wireless icon to show the wireless network connection

      Graphic: Wireless network connection

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

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

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

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

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

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

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

Step three: Print a Wireless Network Test page to determine if the printer is connected to your home network
Tip
After you print the Wireless Network Test Results page, set it aside so you can easily refer to it later in this document.
  1. Press the Power button to turn on the printer.

  2. Touch the Right Arrow () to display the second navigation screen.

  3. Touch Setup, and then touch Network.

  4. Touch Print Wireless Network Test. The test page prints.

  5. On the test page, find the IP address.

    Figure 52: Example of the IP address on a test page

    Image: Example of the Wireless Network Test Results IP address.
    • If the printer IP address on the test page is 0.0.0.0 or 169.254. XXX. XXX, this means that the printer is not connected to the network. Continue to the next step to set up the printer on the wireless network.

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

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

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

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

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

    Figure 53: Example IP address in browser address line

    Example IP address in browser address line

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

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

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

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

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).
Step five: Connect to the wireless network

Follow these steps to connect the printer to your wireless WLAN 802.11 network.

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

  2. Touch the Right Arrow () to display the next navigation screen.

  3. Touch Setup (), and then touch Network.

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

  5. Touch the name of your network.

    • What if my network name is not in the list?

      If your network name is not listed on the printer control panel, follow these steps to enter it manually.

      1. Touch the Down Arrow () to scroll to Enter New Network Name (SSID)

      2. Touch Enter New Network Name (SSID).

      3. On the on-screen keyboard, touch the appropriate letters and numbers to type the network name (SSID) into the Enter Network Name window.

        NOTE: Make sure that you type the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.
      4. When you finish typing the new network name, touch OK.

      5. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

        If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to step 6.

  6. If prompted, type the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must type the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished typing the WEP key or WPA key, touch Done, and then touch OK to confirm.

      The printer attempts to connect to the network.

  7. Make sure that the printer successfully connects to the network before continuing to the next step.
    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to enter the information again.
Step six: Check the communication between the printer and the computer

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

Tip
Get the test page that you printed earlier.
  1. Check the IP address on the test page.

    Figure 54: Example of the Wireless Network Test Results IP address

    Image: Example of the Wireless Network Test Results IP address
    • If the printer IP address is not 0.0.0.0 or 169.254. XXX. XXX, you do not need to print another Network Configuration Page. Continue with these steps.

    • If the printer IP address is 0.0.0.0 or 169.254. XXX. XXX, you must first print another Wireless Network Test Results page now that the printer is connected to the network.

      • How to print a Wireless Network Test Results page

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

        2. Touch the Right Arrow () to display the second navigation screen.

        3. Touch Setup, and then touch Network.

        4. Touch Print Wireless Network Test. The test page prints.

        5. On the test page, find the IP address.

          Figure 55: Example of the IP address on a test page

          Image: Example of the Wireless Network Test Results IP address.
      • If the IP address does not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another test report.

  2. Open a new web browser window or tab.

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

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

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your printer. If you encounter this error outside of your printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

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

  4. Continue to the next step.

Step seven: Search for the printer with the printer IP address

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

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

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

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

Step eight: Disable startup programs and services

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

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

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

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

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

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

  5. Click Apply, and then click OK.

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

Step nine: Restart the network devices

Follow these steps to restart all the devices on the network. These steps include turning off the computer. Consider bookmarking this page on your web browser, so that you can reference it after you restart the computer.

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

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

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

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

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

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

Step ten: Temporarily disable the firewall

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

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

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

    Figure 56: Example of the systems tray on the computer

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

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

Step eleven: Uninstall any printer software

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

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

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

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

    • HP Imaging device functions

    • HP Customer Participation program

    • HP Photosmart Essentials

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

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

Step twelve: Reinstall the HP software

Use one of the following methods to reinstall the software.

Method one: Download and install the HP software

If you no longer have the software CD that shipped with the printer or want to install the most recent printer software, follow these steps to download the software from the Web.

  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 57: 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: Reinstall the HP software using the printer CD

Follow these steps to reinstall the software with the CD that came with the printer.

NOTE: If you get any firewall messages during installation, click unblock or accept or the installation will fail.
  1. Insert the software CD into the CD drive of the computer. The software installer starts automatically.

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

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

Step thirteen: Restart and configure the firewall

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 58: Examples of the notification area on the computer

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

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

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

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

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

  • Firewall not in the table?

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

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

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

      • UDP port range 1000-65535

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

      • TCP port 80

      • TCP port 443

      • TCP port 8080

      • TCP port 9220

      • TCP port 9500

      NOTE: Set one port rule for all these individual TCP ports.
Step fourteen: Re-enable startup programs and services
  1. On the Windows taskbar, click the Windows icon ().

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

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

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

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

  5. Click Apply, and then click OK.

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

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.

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

Windows 8

Use these solutions and tips for resolving wired or wireless connection issues when installing your printer software.

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.

Wired (Ethernet) network

Use these solutions and tips for resolving wired connection issues when installing your printer software.

Solution one: Download and run an automated tool to help resolve the issue

Try this tool to help identify and fix common problems when installing or using printers on your home network.

Step one: Download the automated tool

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

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

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

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

Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Follow these steps in the order presented to manually resolve the connection issue.

NOTE: Microsoft designed the Windows 8 interface for use with touchscreen monitors. In some areas of this document, the instructions direct you to "click" an element on the screen. In Windows 8, users with touchscreens can also tap those elements to perform the task.
Step one: Keep the installation window open

If you have already closed the installation window, follow these steps to reopen it.

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

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check the connection

Follow these steps to inspect the printer's Ethernet cable and check the network connection.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 59: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should blink. If the lights operate as expected, skip to the step to temporarily disable the firewalls.

    • If the lights do not operate as expected, continue these steps.

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

    Figure 60: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router. Make sure that the cable is not connected to a router port designated for Internet access.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

  8. In the 'Unable to Find the Printer' installation window, click Search.

  • If you can complete the software installation after checking the Ethernet cable and the link lights, there is no need to continue troubleshooting.

  • If you cannot complete the software installation after checking the Ethernet cable and the link lights, continue to the next step.

Step three: Reset any connected devices

Follow these steps to reset the printer and any other devices that the printer connects to, such as a router. Then, try to search for the printer again.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

  6. In the 'Unable to Find the Printer' installation window, click Search.

  • If restarting the network devices did not resolve the issue and the link lights on the port are not on, there might be a problem with the printer or network hardware. Do not continue with the steps in this document. Contact HP support or contact your router manufacturer.

  • If restarting the network devices resolved the issue and you can complete the software installation, you no longer need to continue troubleshooting.

  • If restarting the network devices resolved the issue but you cannot complete the software installation, continue to the next step.

Step four: Temporarily disable third-party firewalls

Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.

  1. To disable Internet access, disconnect the Ethernet cable from the router, modem, or gateway.

    NOTE: Leaving the network connected to the Internet while the firewall is disabled exposes your computer to outside access.
  2. Find the notification area in the lower right corner of the desktop, near the clock to find the icon representing the firewall software installed on your computer. The icon varies by software developer.

    Figure 61: Examples of the notification area on the computer

    Image: One example of the notification area on the computer.
    Image:  Another example of the notification area on the computer.
  3. Right-click the firewall icon, and then click Disable, Stop, or Turn off, depending on what displays in the menu.

    Having trouble disabling the software? Go to Disabling and Re-enabling Your Firewall Software in Windows for detailed steps.

  4. Return to the software installation, and then try to install the software again.

  • If the computer finds the printer, there is no need to continue troubleshooting. Finish the software installation, and then skip to the step to restart and configure the firewall .

  • If the computer does not find the printer, continue to the next step.

Step five: Print a Network Configuration Page

The Network Configuration Page shows the network or wireless settings for the printer. Follow these steps to print a Network Configuration Page from the printer.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 62: An example of a network configuration page

    Image: Sample of a network configuration page.
Step six: Assign the printer a static IP address

Many third-party software firewalls reassign a new IP address to the printer, which interferes with network installation. Follow these steps to assign an unchanging IP address to the printer through the Embedded Web Server (EWS).

Video of assigning the printer a static IP address

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

NOTE: This video shows the Windows 8 operating system and the HP Photosmart 7510 (C311a) e-All-in-One printer. The steps for navigating your operating system might be slightly different, but the steps to assign the printer a static IP address are the same.

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. From the Desktop, open a new web browser window.

  2. Find the printer's IP address on the Network Configuration Page that you printed earlier in these steps.

  3. Type the IP address in your web browser's address window.

    NOTE: Make sure that you type the IP address into the web browser address window. If you type it into a tool bar search box by mistake, the EWS does not open.

    Figure 63: Example of an IP address in a web browser address window

    Image: Example of an IP address in a web browser address window.
  4. Press Enter. The EWS opens.

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

      If the message 'There is a problem with this website's security certificate' appears in the web browser when you try to open the Embedded Web Server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP printer. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  5. In the EWS screen, click the Network tab.

  6. Click IPv4, and then click Manual IP. The Manual IP Address box opens.

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

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

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

    • Method one: Use a publicly available DNS address

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

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

    • Method two: Get network DNS information via your computer

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

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

      4. Scroll to and locate the DNS Server addresses.

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

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

  10. Print another test page from the printer control panel to make sure that the printer's IP address is what you assigned.

How to print a Network Configuration Page
  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step seven: Stop the software installation and uninstall the HP software

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

  1. If the HP installation software is still running or displays on your desktop, try to cancel the installation. If the installation does not cancel or end, press the Ctrl, Alt, and Delete keys on your keyboard at the same time to open Task Manager.

  2. Under Apps, click your printer name, and then click End Task.

  3. Right-click and hold the bottom left corner of the screen, and then click Programs and Features. The Programs and Features window opens with a list of installed programs.

    NOTE: If you do not see any HP software in the list, there is no software to remove from your computer.
  4. In the list of programs, click an HP software title with the name of your printer, click Uninstall, and then click Yes. Follow the on-screen instructions to uninstall the software.

  5. Repeat the preceding step to remove other HP printer software titles.

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

Step eight: Reinstall the HP software
NOTE: If you get any firewall messages during installation, click unblock or accept, or the installation will fail.
  1. If you were trying to install the software that you recently downloaded from the HP website, locate the file in the computer Downloads folder, or in the folder that you chose to save the file

  2. Double-click the file. The installer starts automatically.

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

  • If these steps resolved the issue, continue to the next step to restart and configure the firewall.

  • If the issue persists, continue to the next step. Make sure to leave the Unable to Find the Printer installation window open.

Step nine: Restart and configure the firewall

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 64: Examples of the notification area on the computer

    Image: Notification area.
  3. On the Desktop 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.
  • If the computer finds the printer, there is no need to continue troubleshooting. Follow the on-screen instructions to finish installing the software.

  • If the computer does not find the printer, continue to the next step.

Solutions did not resolve the issue?

If you have tried all of the preceding steps 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 .

Wireless network

Use these solutions and tips for resolving wireless connection issues when installing your printer software.

Solution one: Download and run an automated tool to help resolve the issue

Try this tool to help identify and fix common problems when installing or using printers on your home network.

Step one: Download the automated tool

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

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

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

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

Step two: Run the automated tool

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

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

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

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

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

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

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

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

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

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

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

Solution two: Manually resolve the issue

Follow these steps in the order presented to manually troubleshoot and resolve the connection issue.

NOTE: Some of these steps require restarting the computer. Consider bookmarking this page on your web browser so that you can reference it after the restart.
Step one: Keep the installation window open

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

If you have already closed the installation window, follow these steps to open it.

  1. Double-click or double-tap the icon for the software file that you downloaded.

  2. When the installation screen opens, click or tap Install, and then follow the on-screen instructions to start installing the software. When the 'Unable to Find Printer' error message displays, leave the installation screen open, and then continue to the next step.

Step two: Make sure that the computer is on the correct network

  1. Right-click the Start button () or the lower left corner of the screen, and then click Desktop to open the Desktop.

  2. Click the Wireless icon in the notification area near the clock.

    Figure 65: The Wireless icon in the notification area

    Image: The Wireless icon in the notification area
    • If the wireless network shown as connected is yours, continue to the next solution.

    • If the Wireless icon has been replaced by an airplane symbol, then Airplane Mode is enabled. Click the airplane icon, slide the Airplane mode slider to Off, and then connect to your wireless network.

      Figure 66: Example of Airplane Mode enabled

      Image: Example of Airplane Mode enabled
    • If the wireless network shown as connected is not yours (for instance, if you are connected to another local network), reconnect to your own network.

Step three: Check the printer's network connection status

Follow these steps to check if the printer is connected to the network by printing a Network Configuration Page.

Tip
You will refer to this test page later in this document. Keep the page for easy reference.
  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

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

  • If the IP address on the page is 192.168.0.5 (for example), this means that the printer is connected to the network. Review the steps in this document to check communication between the printer and the computer .

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

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

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

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

    Figure 67: Example IP address in browser address line

    Example IP address in browser address line

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

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

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

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

    NOTE: If more than one WEP key is in the list, make note of the first one (index 1).
Step five: Connect to the wireless network

Follow these steps to connect the product to your wireless WLAN 802.11 network.

  1. Touch Setup () on the touch screen.

  2. Scroll down in the Setup menu, and then touch Network.

  3. Scroll down in the Network menu, and then touch Wireless Setup Wizard. The Wireless Setup Wizard searches for networks, and then displays them in a list.

  4. Touch the name of your network.

    If the list does not contain your network name, follow these steps to enter it manually:

    1. Touch Enter New Network Name (SSID).

    2. On the on-screen keyboard, touch the appropriate letters and numbers 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 Done, and then touch OK.

    4. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

      If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to step 6.

  5. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must enter the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished entering the WEP key or WPA key, touch Done and then touch OK to confirm.

      The product attempts to connect to the network.

  6. Make sure the product successfully connects to the network before continuing to the next step.
    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to enter the information again.
Step six: Check if the printer's IP address changed

If the IP address on the Network Configuration Page that you printed earlier was 0.0.0.0 or 169.254. XXX. XXX, you must first print another Network Configuration Page. Now that the printer is connected to the network, the new page will show the correct IP address.

NOTE: If the IP address was not 0.0.0.0 or 169.254. XXX. XXX on the earlier page, you do not need to print another page now. Continue to the next step to check the communication between the printer and the computer.
How to print another Network Configuration Page
  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

  • If the IP address did not change, unplug the power cord from the wireless router, wait 30 seconds, and then reconnect the power cord. Wait until the router is ready (usually after the lights stop blinking), and then print another configuration page.

  • If the IP address did change, continue to the next step.

Step seven: Check the communication between the printer and the computer

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

Tip
Get the test page you printed earlier.
  1. From the Desktop, open a new Web browser window or tab.

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

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

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

      If the message 'There is a problem with this website's security certificate' appears in the Web browser when you try to open the embedded web server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP product. If you encounter this error outside of your HP product's EWS, your computer could be at risk.

      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  3. Continue to the next step.

NOTE: If the computer cannot communicate with the printer, review steps to temporarily disable any firewalls that might be blocking the communication .
Step eight: Search for the printer with the printer IP address

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.

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

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

Step nine: Disable startup programs and services

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

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 ten: Restart the network devices

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

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

  1. 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 eleven: Temporarily disable the firewall

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

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

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

    Figure 68: Example of the systems tray on the computer

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

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

  • If the computer finds the printer, there is no need to continue troubleshooting. Finish the software installation, and then skip to the step to restart and configure the firewall .

  • If the computer does not find the printer, continue to the next step.

Step twelve: Uninstall the printer software

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

NOTE: If the HP installation software is still running or displays on your desktop, try to cancel the installation. If the installation does not cancel or end, press the Ctrl, Alt, and Delete keys on your keyboard at the same time to open Task Manager. Under Applications, click your printer name, and then click End Task.
  1. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.

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

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

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

Step thirteen: Reinstall the HP software

  1. If you were trying to install the software that you recently downloaded from the HP website, locate the file in the computer Downloads folder, or in the folder that you chose to save the file

  2. Double-click the file. The installer starts automatically.

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

Step fourteen: Restart and configure the firewall

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

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

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

    • Restore any custom firewall settings to their default settings.

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

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

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

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

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

    Figure 69: Examples of the notification area on the computer

    Image: Notification area.
  3. On the Desktop 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 fifteen: 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.

Additional information: Tips for troubleshooting wireless connection issues

The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.

  • Move the printer and the computer closer to the access point (router), but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.

  • If you are experiencing a slow or intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.

  • Make sure that the printer is connected to the same network as the computer that you are installing the software on.

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

  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.

  • Your firewall software might prevent the printer from accessing the computer. Make sure to accept or allow any firewall messages that display during the printer software download and installation.

  • If you downloaded the software from the HP website, make sure that you are installing the software that was designed for your specific model, and for the operating system running on your computer. For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. Incorrect software might result in a failed installation.

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

Solutions and tips did not resolve the issue?

If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.

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

Mac OS X v10.6 Snow Leopard

Use these solutions and tips for resolving wired or wireless connection issues when installing your printer software.

Wired (Ethernet) network

Follow these solutions in the order presented to resolve wired connection issues when installing your printer software.

Solution one: Check the connection

Keep the installation window open, and then follow these steps to check the Ethernet cable, reset any connected devices, and then search for the printer again.

Step one: Keep the installation window open

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

Method one: Reinsert the software CD

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

  1. Open the CD drive, and then close the CD drive. The software installer starts automatically.

  2. Follow the on-screen instructions to install the software. If the 'Unable to find printer' error message opens, leave the installation screen open, and then continue to the next step.

Method two: Reopen the downloaded software file

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

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

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 70: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should blink. If the lights operate as expected, skip to the next step.

    • If the lights do not operate as expected, continue these steps.

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

    Figure 71: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router. Make sure that the cable is not connected to a router port designated for Internet access.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

  • If you can complete the software installation after checking the Ethernet cable and the link lights, there is no need to continue troubleshooting.

  • If you cannot complete the software installation after checking the Ethernet cable and the link lights, continue to the next step.

Step three: Reset any connected devices, and then search for the printer again

Follow these steps to reset the printer and any other devices that the printer connects to, such as a router. Then, try to search for the printer again.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

  • If these steps did not resolve the issue and the link lights on the port are not on, there might be a problem with the printer or network hardware. Do not continue with the steps in this document. Contact HP support or contact your router manufacturer.

  • If these steps resolved the issue and you can complete the software installation, you no longer need to continue troubleshooting.

  • If these steps resolved the issue but you cannot complete the software installation, continue to the next solution.

Solution two: Make sure that you have the most current driver

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

Step one: Download and install the driver from the HP website

Follow these steps to download the driver.

  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 72: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step two: Add the printer

After successful printer installation, add the printer to the list of available printers if necessary.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

  • If the issue persists, cancel the software installation process, restart the computer, and then continue to the next solution.

Solution three: Install the software using the printer's IP address

Follow these steps to install the printer using the Internet Protocol (IP) address. The IP address is a unique number for identifying the printer on a network. It is a sequence of numbers separated by dots in four sections, for example 192.168.0.3.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 73: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the software installation

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

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

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

Step three: Install the software using the IP address

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

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

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

  3. When prompted, click Print & Scan or Print & Fax, and then click the Plus icon () in the lower left corner of the window to add the printer.

  4. In the Add Printer window, click the IP Printer icon (). A text box displays.

  5. Select HP Jetdirect-Socket as the protocol.

  6. Type the printer IP address in the text box.

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

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

Solutions did not resolve the issue?

If you have tried all of the preceding steps 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 .

Wireless network

Use these solutions and tips to resolve wireless connection issues when installing your printer software.

Manually resolve the issue

Follow these solutions in the order presented to manually troubleshoot and resolve the wireless connection issue.

Solution one: Make sure that you have the most current driver

Then follow these steps to make sure that you have the most current print driver.

Step one: Connect the printer to the wireless network

Follow these steps to connect to the wireless network. These steps will help ensure that the printer is on the same network as your Mac.

  1. On the printer control panel, touch the Right Arrow () to display the second navigation screen.

  2. Touch Setup (), and then touch Network.

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

  4. Touch the name of your network.

    If the list does not contain your network name, follow these steps to enter it manually:

    1. Touch the Down Arrow () until you see Enter New Network Name (SSID).

    2. Touch Enter New Network Name (SSID).

    3. On the on-screen keyboard, touch the appropriate letters and numbers 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.
    4. When you finish entering the new network name, touch OK.

    5. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

      If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to the next step 6.

  5. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must enter the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished entering the WEP key or WPA key, touch Done and then touch OK to confirm.

      The printer attempts to connect to the network.

  6. Make sure that the printer successfully connects to the network before you continue to the next step.
    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to enter the information again.
Step two: Find and install the most current driver 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 74: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step three: Add the printer

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

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

Solution two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.

Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.
  • If your router supports Bonjour, continue to the next solution in this document.

  • If your router does not support Bonjour, contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.

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

If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full usage of all the printer's functionality. For example, you will not be able to scan using this method. Consider this a temporary workaround only.

Follow these steps to find the printer IP address and then install using that IP address.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 75: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the installation process and add the printer

  1. Restart the installation process.

    • CD installation

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

    • Web installation

      Go to the folder where you saved the downloaded installation file, double-click the disk image, and then double-click the HP Installer icon.

  2. Review and accept the terms of the HP Software License Agreement, and then click Next.

  3. In the printer selection window, click My device is not listed, and then click OK.

  4. Select your printer from the list of products supported by the HP Installer.

  5. Review and select the install options, and then click Install.

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

  7. When prompted, click the Print & Fax button, and then click the Plus icon () in the lower left corner of the window to add the printer.

  8. In the Add Printer window, click the IP icon.

  9. In the Protocol drop-down, click HP Jetdirect-Socket.

  10. In the text box, type the product's new IP address, and then click Add.

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

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

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

Solution three: Restart the printer and the router

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

Step one: Restart the printer and the router

Follow these steps to turn off the printer, the router, and any network devices.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

Step two: Print a Network Configuration Page
  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

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

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

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

  • Make sure that the IP address is valid.

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

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

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

Follow these steps to re-add the printer to the queue.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

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

Step one: Restart the printer

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

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

Step two: Reprint a Network Configuration Page
  1. Print another Network Configuration Page from the printer control panel.

    1. Load plain, white paper in the input tray.

    2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

    3. Touch the Down Arrow (), and then touch Reports.

    4. Touch Network Configuration Page. The printer prints a test page.

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

Step three: Re-add the printer

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

Additional information: Tips for troubleshooting wireless connection issues

The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.

  • Move the printer and the computer closer to the access point (router), but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.

  • If you are experiencing a slow or intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.

  • Make sure that the printer is connected to the same network as the computer that you are installing the software on.

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

  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.

  • Your firewall software might prevent the printer from accessing the computer. Make sure to accept or allow any firewall messages that display during the printer software download and installation.

  • If you downloaded the software from the HP website, make sure that you are installing the software that was designed for your specific model, and for the operating system running on your computer. For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. Incorrect software might result in a failed installation.

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

Solutions and tips did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.

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

OS X v10.7 Lion

Use these solutions and tips for resolving wired or wireless connection issues when installing your printer software.

Wired (Ethernet) network

Follow these solutions in the order presented to resolve wired connection issues when installing your printer software.

Solution one: Check the connection

Keep the installation window open, and then follow these steps to check the Ethernet cable, reset any connected devices, and then search for the printer again.

Step one: Keep the installation window open

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

Method one: Reinsert the software CD

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

  1. Open the CD drive, and then close the CD drive. The software installer starts automatically.

  2. Follow the on-screen instructions to install the software. If the 'Unable to find printer' error message opens, leave the installation screen open, and then continue to the next step.

Method two: Reopen the downloaded software file

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

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

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 76: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should blink. If the lights operate as expected, skip to the next step.

    • If the lights do not operate as expected, continue these steps.

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

    Figure 77: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router. Make sure that the cable is not connected to a router port designated for Internet access.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

  • If you can complete the software installation after checking the Ethernet cable and the link lights, there is no need to continue troubleshooting.

  • If you cannot complete the software installation after checking the Ethernet cable and the link lights, continue to the next step.

Step three: Reset any connected devices, and then search for the printer again

Follow these steps to reset the printer and any other devices that the printer connects to, such as a router. Then, try to search for the printer again.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

  • If these steps did not resolve the issue and the link lights on the port are not on, there might be a problem with the printer or network hardware. Do not continue with the steps in this document. Contact HP support or contact your router manufacturer.

  • If these steps resolved the issue and you can complete the software installation, you no longer need to continue troubleshooting.

  • If these steps resolved the issue but you cannot complete the software installation, continue to the next solution.

Solution two: Make sure that you have the most current driver

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

Step one: Download and install the driver from the HP website

Follow these steps to download the driver.

  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 78: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step two: Add the printer

After successful printer installation, add the printer to the list of available printers if necessary.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

  • If the issue persists, cancel the software installation process, restart the computer, and then continue to the next solution.

Solution three: Install the software using the printer's IP address

Follow these steps to install the printer using the Internet Protocol (IP) address. The IP address is a unique number for identifying the printer on a network. It is a sequence of numbers separated by dots in four sections, for example 192.168.0.3.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 79: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the software installation

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

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

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

Step three: Install the software using the IP address

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

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

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

  3. When prompted, click Print & Scan or Print & Fax, and then click the Plus icon () in the lower left corner of the window to add the printer.

  4. In the Add Printer window, click the IP Printer icon (). A text box displays.

  5. Select HP Jetdirect-Socket as the protocol.

  6. Type the printer IP address in the text box.

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

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

Solutions did not resolve the issue?

If you have tried all of the preceding steps 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 .

Wireless network

Use these solutions and tips to resolve wireless connection issues when installing your printer software.

Manually resolve the issue

Follow these solutions in the order presented to manually troubleshoot and resolve the wireless connection issue.

Solution one: Make sure that you have the most current driver

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

Step one: Connect to the wireless network

Follow these steps to connect to the wireless network. These steps will help ensure that the printer is on the same network as your Mac.

  1. On the printer control panel, touch the Right Arrow () to display the second navigation screen.

  2. Touch Setup (), and then touch Network.

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

  4. Touch the name of your network.

    If the list does not contain your network name, follow these steps to enter it manually:

    1. Touch the Down Arrow () until you see Enter New Network Name (SSID).

    2. Touch Enter New Network Name (SSID).

    3. On the on-screen keyboard, touch the appropriate letters and numbers 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.
    4. When you finish entering the new network name, touch OK.

    5. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

      If you do not want to use encryption (a security password), touch No, my network does not use encryption, and then go to the next step 6.

  5. If prompted, enter the WEP or WPA key:

    1. Touch the appropriate letters or numbers on the on-screen keyboard.

      NOTE: You must enter the exact uppercase and lowercase letters. Otherwise, the wireless connection fails.
    2. When you are finished entering the WEP key or WPA key, touch Done and then touch OK to confirm.

      The printer attempts to connect to the network.

  6. Make sure that the printer successfully connects to the network before you continue to the next step.
    NOTE: If a connection error message displays, make sure that the network name and security key are correct, and then follow the prompts to enter the information again.
Step two: Find and install the most current driver on 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 80: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step three: Add the printer

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

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

Solution two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.

Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.
  • If your router supports Bonjour, continue to the next solution in this document.

  • If your router does not support Bonjour, contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.

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

If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full usage of all the printer's functionality. For example, you will not be able to scan using this method. Consider this a temporary workaround only.

Follow these steps to find the printer IP address and then install using that IP address.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 81: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the installation process and add the printer

  1. Restart the installation process.

    • CD installation

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

    • Web installation

      Go to the folder where you saved the downloaded installation file, double-click the disk image, and then double-click the HP Installer icon.

  2. Review and accept the terms of the HP Software License Agreement, and then click Next.

  3. In the printer selection window, click My device is not listed, and then click OK.

  4. Select your printer from the list of products supported by the HP Installer.

  5. Review and select the install options, and then click Install.

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

  7. When prompted, click the Print & Scan button, and then click the Plus icon () in the lower left corner of the window to add the printer.

  8. In the Add Printer window, click the IP icon.

  9. In the Protocol drop-down, click HP Jetdirect-Socket.

  10. In the text box, type the product's new IP address, and then click Add.

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

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

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

Solution three: Restart the printer and the router

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

Step one: Restart the printer and the router

Follow these steps to turn off the printer, the router, and any network devices.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

Step two: Print a Network Configuration Page
  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

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

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

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

  • Make sure that the IP address is valid.

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

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

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

Follow these steps to re-add the printer to the queue.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

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

Step one: Restart the printer

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

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

Step two: Reprint the test page
  1. Print another Network Configuration Page from the printer control panel.
    1. Load plain, white paper in the input tray.

    2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

    3. Touch the Down Arrow (), and then touch Reports.

    4. Touch Network Configuration Page. The printer prints a test page.

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

Step three: Re-add the printer

Follow these steps to re-add the printer to the queue.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

Additional information: Tips for troubleshooting wireless connection issues

The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.

  • Move the printer and the computer closer to the access point (router), but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.

  • If you are experiencing a slow or intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.

  • Make sure that the printer is connected to the same network as the computer that you are installing the software on.

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

  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.

  • Your firewall software might prevent the printer from accessing the computer. Make sure to accept or allow any firewall messages that display during the printer software download and installation.

  • If you downloaded the software from the HP website, make sure that you are installing the software that was designed for your specific model, and for the operating system running on your computer. For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. Incorrect software might result in a failed installation.

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

Solutions and tips did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.

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

OS X v10.10 Yosemite, OS X v10.9 Mavericks and OS X v10.8 Mountain Lion

Use these solutions and tips for resolving wired or wireless connection issues when installing your printer software.

Wired (Ethernet) network

Follow these solutions in the order presented to resolve wired connection issues when installing your printer software.

Solution one: Check the connection

Keep the installation window open, and then follow these steps to check the Ethernet cable, reset any connected devices, and then search for the printer again.

Step one: Keep the installation window open

If you have already closed the installation window, follow these steps to reopen it.

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

  2. When the installation screen opens, click Install, and then follow the on-screen instructions to finish installing the software. When the 'Unable to Find Printer' error message opens, leave the installation screen open, and then continue to the next step.

Step two: Check the Ethernet cable

Follow these steps to inspect the Ethernet cable.

  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.

    Figure 82: The two link lights on the printer's Ethernet port

    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.

    • If the cable is connected, the green link light should be steady and the orange activity light should blink. If the lights operate as expected, skip to the next step.

    • If the lights do not operate as expected, continue these steps.

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

    Figure 83: Example of an Ethernet cable (do not use a phone cable)

    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().

  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.

  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router. Make sure that the cable is not connected to a router port designated for Internet access.

  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.

  • If you can complete the software installation after checking the Ethernet cable and the link lights, there is no need to continue troubleshooting.

  • If you cannot complete the software installation after checking the Ethernet cable and the link lights, continue to the next step.

Step three: Reset any connected devices, and then search for the printer again

Follow these steps to reset the printer and any other devices that the printer connects to, such as a router. Then, try to search for the printer again.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

  • If these steps did not resolve the issue and the link lights on the port are not on, there might be a problem with the printer or network hardware. Do not continue with the steps in this document. Contact HP support or contact your router manufacturer.

  • If these steps resolved the issue and you can complete the software installation, you no longer need to continue troubleshooting.

  • If these steps resolved the issue but you cannot complete the software installation, continue to the next solution.

Solution two: Make sure that you have the most current driver

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

Step one: Download and install the driver from the HP website

Follow these steps to download the driver.

  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 84: Example of the link to your printer homepage

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

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

    A list of drivers and other downloads display.

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

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

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

Step two: Add the printer

After successful printer installation, add the printer to the list of available printers if necessary.

  1. Open System Preferences from the Dock.

  2. Select Print & Fax or Print & Scan in the Hardware section.

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

    NOTE: To access a locked window, click the lock icon on the bottom of the window to identify the user.
  4. Select the printer name from the list of printers with the Bonjour connection type.

  5. Click Add.

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

  • If the issue persists, cancel the software installation process, restart the computer, and then continue to the next solution.

Solution three: Install the software using the printer's IP address

Follow these steps to install the printer using the Internet Protocol (IP) address. The IP address is a unique number for identifying the printer on a network. It is a sequence of numbers separated by dots in four sections, for example 192.168.0.3.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 85: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the software installation

Follow these steps to install the printer software.

Step three: Install the software using the IP address

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

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

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

  3. When prompted, click Print & Scan or Print & Fax, and then click the Plus icon () in the lower left corner of the window to add the printer.

  4. In the Add Printer window, click the IP Printer icon (). A text box displays.

  5. Select HP Jetdirect-Socket as the protocol.

  6. Type the printer IP address in the text box.

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

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

Solutions did not resolve the issue?

If you have tried all of the preceding steps 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 .

Wireless network

Use these solutions and tips to resolve wireless connection issues when installing your printer software.

Manually resolve the issue

Follow these solutions in the order presented to manually troubleshoot and resolve the wireless connection issue.

Solution one: Make sure that you have the most current driver

Follow these steps to download and install the latest software from the HP website.

  1. Turn on the printer.

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

  3. Go to HP Drivers & Downloads .

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

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

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

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

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

      Figure 86: 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.

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

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

Solution two: Restart the computer and check your router for Bonjour compatibility

Follow these steps to restart the computer and check your router for Bonjour compatibility.

NOTE: Consider bookmarking this page on your web browser, so that you can reference it after you restart the computer.
Step one: Restart the computer

Restart the computer.

Step two: Check your router for Bonjour compatibility

Not all wireless routers support Bonjour or all of Bonjour's features. Since Bonjour is the default method for discovering printers on a network, you must first make sure that your wireless router supports Bonjour.

Check the specifications or support documentation for your router, or contact the router manufacturer, to make sure that your router supports Bonjour. It must also support forwarding Bonjour packets.
  • If your router supports Bonjour, continue to the next solution in this document.

  • If your router does not support Bonjour, contact the router manufacturer for options. Alternatively, you can work around the issue by adding the printer with the printer IP address.

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

If your router does not support Bonjour, you can follow these steps to install the printer using the printer IP address. However, this method does not allow full usage of all the printer's functionality. For example, you will not be able to scan using this method. Consider this a temporary workaround only.

Follow these steps to find the printer IP address and then install using that IP address.

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

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

    Figure 87: An example of a network configuration page

    Image: Sample of a network configuration page.
Step two: Restart the installation process and add the printer

  1. Go to the folder where you saved the downloaded installation file, double-click the disk image, and then double-click the HP Installer icon.

  2. Review and accept the terms of the HP Software License Agreement, and then click Next.

  3. In the printer selection window, click My device is not listed, and then click OK.

  4. Select your printer from the list of printers supported by the HP Installer.

  5. Review and select the install options, and then click Install.

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

  7. When prompted, click the Print & Scan button, and then click the Plus icon () in the lower left corner of the window.

  8. Click Add Printer or Scanner, and then click the IP icon.

  9. In the Protocol drop-down, click HP Jetdirect-Socket.

  10. In the text box, type the printer's new IP address, and then click Add.

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

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

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

Solution three: Restart the printer and the router

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

Step one: Restart the printer and the router

Follow these steps to turn off the printer, the router, and any network devices.

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

  2. Turn off the router and any other network devices.

  3. Wait for the router lights to turn off.

  4. Turn on the router and any other network devices.

    NOTE: Wait for the router and other network devices to completely turn back on.
  5. Press the Power button to turn on the printer.

Step two: Print a Network Configuration Page

The test page shows the network or wireless settings for the printer. Follow these steps to print a test page from the printer.

  1. Load plain, white paper in the input tray.

  2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

  3. Touch the Down Arrow (), and then touch Reports.

  4. Touch Network Configuration Page. The printer prints a test page.

Step three: Check the network settings

Review the following sections on the test page.

  • No Filtering: Pass or Fail

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

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

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

  • Make sure that the IP address is valid.

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

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

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

Follow these steps to re-add the printer to the queue.

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

  2. Make sure that the printer is connected to the wired or wireless network, or is connected to the USB port of a Time Capsule or AirPort Base Station.

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

  4. Click Print & Scan.

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

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

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

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

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

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

Step one: Restart the printer

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

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

Step two: Print another Network Configuration Page
  1. Print another Network Configuration Page from the printer control panel.
    1. Load plain, white paper in the input tray.

    2. On the printer control panel, touch the Right Arrow (), and then touch Setup. The Setup menu displays.

    3. Touch the Down Arrow (), and then touch Reports.

    4. Touch Network Configuration Page. The printer prints a test page.

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

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

Step three: Re-add the printer

Follow these steps to re-add the printer to the queue.

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

  2. Make sure that the printer is connected to the wired or wireless network, or is connected to the USB port of a Time Capsule or AirPort Base Station.

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

  4. Click Print & Scan.

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

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

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

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

Additional information: Tips for troubleshooting wireless connection issues

The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.

  • Move the printer and the computer closer to the access point (router), but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.

  • If you are experiencing a slow or intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.

  • Make sure that the printer is connected to the same network as the computer that you are installing the software on.

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

  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.

  • Your firewall software might prevent the printer from accessing the computer. Make sure to accept or allow any firewall messages that display during the printer software download and installation.

  • If you downloaded the software from the HP website, make sure that you are installing the software that was designed for your specific model, and for the operating system running on your computer. For example, if your product is the HP Photosmart C309, you must determine the specific model number (C309g or C309h) before you download the software. Incorrect software might result in a failed installation.

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

Solutions and tips did not resolve the issue?

If you have tried all of the preceding solutions in the order presented, and the issue is not resolved, try the following resources for more information.

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

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