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HP Printers - Using Print and Scan Doctor to Help Resolve Printer Issues (Windows)

This document is for HP printers supported in Windows 10, 8, 7, Vista, and XP.

HP Print and Scan Doctor is a free tool for Windows to help resolve printing and scanning problems.

NOTE: HP Print and Scan Doctor is not available for Mac OS X operating systems. See the How do I resolve common printing and scanning issues if I have a Mac section in this document for more information.

Running Print and Scan Doctor

Download and run HP Print and Scan Doctor to resolve printing, scanning, and connection issues.

NOTE: HP Print and Scan Doctor 5.0 is compatible with Windows 7 and later operating systems. When downloading HP Print and Scan Doctor on a computer with Windows Vista or earlier, a message displays directing you to download version 4.9, which is similar.

  1. Download HP Print and Scan Doctor . When this link is clicked, HP Print and Scan Doctor is downloaded to your computer using your Internet browser. The file is approximately 10MB in size.

    After the download and installation completes, HP Print and Scan Doctor opens.

  2. Click Start on the Welcome screen.

  3. If your printer is not listed, make sure the printer is turned on and connected, click My product is not listed, and then click Retry.

  4. Select your printer, and then click Next.

    Figure 1: Select your printer

    Select your printer
  5. If a connection problem is detected, click the method being used to connect the printer, follow the instructions on the screen, and then click Retry.

  6. Depending on your issue, click either Fix Printing or Fix Scanning.

    Figure 2: Click Fix Printing or Fix Scanning

    Click Fix Printing or Fix Scanning

Fix printing problems

Resolve issues with printing using the HP Print and Scan Doctor.

You can use the HP Print and Scan Doctor to test the status of the printer spooler, print queue, device manager, and device conflicts.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 3: Select your printer

    Select your printer
  4. Click Fix Printing.

  5. In the HP Print and Scan Doctor results screen, view the list of actionable results.

    Figure 4: Example of the results screen with a problem detected

    Example of the results screen with a problem detected
    • If you see white checkmarks , the printer passed the tests. Click Test Print or click Skip.

    • If you see a white wrench , Print and Scan Doctor found an issue and repaired it. Click Test Print or click Skip.

    • If you see yellow exclamation points , the test failed and required user action, but the step was skipped. Click Test Print or click Skip.

    • If you see a red X , follow the on-screen instructions to resolve the issue.

Fix scanning problems

You can use the HP Print and Scan Doctor to test the status of the device manager, driver check, Windows (WIA) Scan, HP Twain Scan, and HP Scan.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 5: Select your printer

    Select your printer
  4. Click Fix Scanning.

  5. In the HP Print and Scan Doctor results screen, view the list of actionable results.

    Figure 6: Example of the results screen with no problems detected

    • If you see white checkmarks , the printer passed the tests. Click Test Scan or click Skip.

    • If you see a white wrench , Print and Scan Doctor found an issue and repaired it. Click Test Scan or click Skip.

    • If you see yellow exclamation points , the test failed and required user action, but the step was skipped. Click Test Scan or click Skip.

    • If you see a red X , follow the on-screen instructions to resolve the issue.

Additional features

HP Print and Scan Doctor has a number of additional tools and features to help you resolve printer issues or find information about your printer.

Check supply levels and cartridge information

You can use HP Print and Scan Doctor to check the printer's ink or toner levels and to view cartridge details such as install dates, warranty dates, and serial numbers.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

    HP Print and Scan Doctor searches for connected printers, and then opens the Choose Your Product screen.

  3. Select your printer, and then click Next.

    Figure 7: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Printer.

    Figure 8: Click Printer in the HP Print and Scan Doctor window

    Click Printer in the HP Print and Scan Doctor window.
  5. In the drop-down menu, select Supply Levels or Ink Levels.

    Figure 9: Click Supply Levels in the drop-down menu

    Click Supply Levels in the drop-down menu

    The tool displays the estimated ink or toner levels.

    Figure 10: Example of the estimated ink levels window

    Example of the estimated ink levels window

View information about the printer, such as serial number and warranty status

You can use HP Print and Scan Doctor to view your printer information, such as printer model and serial number, firmware and software versions, page count, warranty status, and printhead information.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 11: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Printer.

    Figure 12: Click Printer in the HP Print and Scan Doctor window

    Click Printer in the HP Print and Scan Doctor window.
  5. In the drop-down menu, select Advanced Printer Data.

    Figure 13: Click Advanced Printer Data in the drop-down menu

    Click Advanced Printer Data in the drop-down menu.
  6. Review the information that displays to find the printer serial number, warranty status, and other information about the printer, or click Update Firmware to update the printer firmware.

    Figure 14: Example of the Advanced Printer Data window

    Example of the Advanced Printer Data window

Printer diagnostic and cleaning services

You can use HP Print and Scan Doctor to print a print quality diagnostics page, clean or align the printhead, and print a printer diagnostic page.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 15: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Printer.

    Figure 16: Click Printer in the HP Print and Scan Doctor window

    Click Printer in the HP Print and Scan Doctor window.
  5. In the drop-down menu, select Printer Services.

    Figure 17: Click Printer Services in the drop-down menu

    Click Printer Services in the drop-down menu
  6. Click an icon to select the task you want HP Print and Scan Doctor to complete.

    The following list describes the HP Print and Scan Doctor printer services:

    • Print Quality Diagnostics Page

      Print a Print Quality Diagnostics Page to evaluate the print quality. You can use this information to help to troubleshoot print quality issues such as broken lines, faded or missing colors, and streaks.

    • Align Printheads

      If the alignment box and lines from a Print Quality Diagnostics Page are not straight and connected, align the printhead to resolve the issue.

    • Clean Printheads

      If the color blocks from a Print Quality Diagnostics Page display white lines or colors are faded or missing completely, clean the printhead. If the printhead is badly clogged, you might need to clean the printhead several times to restore normal print quality.

      When you need to turn off the printer, always turn the printer off with the Power button located on the printer to avoid issues that require cleaning the printhead.

    • Print Diagnostic Information

      Print a diagnostic report to view the condition of your printer.

    Figure 18: Click an icon to select a task

    Click an icon to select a task.

View printer network connection information

You can use HP Print and Scan Doctor to view the printer's IP address, Mac address, signal strength, connection, network, and security types.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 19: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Network.

    Figure 20: Click Network in the HP Print and Scan Doctor window

    Click Network in the HP Print and Scan Doctor window.
  5. In the drop-down menu, click Show Advanced Info.

    Figure 21: Click Show Advanced Info in the drop-down menu

    Click Show Advanced Info in the drop-down menu.
  6. Review the information that displays to find the IP address, Mac address, signal strength, connection, network, and security types, and other network information about the printer.

    Figure 22: Example of the Advanced Info window

     Example of the Advanced Info window
  7. If your printer is connected to a wireless network, you can click Show Wireless Info for more information about your wireless connection, such as the SSID name, wireless status, signal strength, and security type.

    Figure 23: Example of the Wireless Info window

     Example of the Wireless Info window

Troubleshoot firewall issues

Firewalls are intended to block threats from outside your network, but can sometimes block communication between devices on your network and cause problems when using network printers. Problems you might experience with firewalls include not being able print, the printer not being found on the network, or the printer status displays as being disconnected or offline, even though the printer is connected to the network. You can use the HP Print and Scan Doctor to troubleshoot issues with the firewall.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 24: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Network.

    Figure 25: Click Network in the HP Print and Scan Doctor window

    Click Network in the HP Print and Scan Doctor window.
  5. In the drop-down menu, click Troubleshooting Firewalls.

    Figure 26: Click Troubleshoot Firewalls in the drop-down menu

    Click Troubleshooting Firewalls in the drop-down menu.
  6. Follow the on-screen instructions to resolve firewall issues, or click Firewall Help or Online Firewall Help for more information.

    Figure 27: Example of the Troubleshooting Firewalls window

    Image: Example of the Advanced Info window

View ePrint information and print a claim code

You can use the HP Print and Scan Doctor to print the ePrint printer claim code that is required to register your printer with HP Connected.

  1. On the desktop, double-click the HP Print and Scan Doctor icon to open the tool.

  2. Click Start on the Welcome screen.

  3. Select your printer, and then click Next.

    The Finding and Fixing Problems screen displays.

    Figure 28: Select your printer

    Select your printer
  4. In the HP Print and Scan Doctor window, click Printer.

    Figure 29: Click Printer in the HP Print and Scan Doctor window

    Click Printer in the HP Print and Scan Doctor window.
  5. In the drop-down menu, click Web Services.

    Figure 30: Click Web Services in the drop-down menu

    Click Web Services in the drop-down menu
  6. Click Print ePrint Instruction Page.

    Figure 31: Click the Print ePrint Instruction Page button to get the printer claim code

    Click the Print ePrint Instruction Page button to get the printer claim code.

    A Web Services information page prints. It contains instructions on setting up your printer with HP Connected. Locate your printer’s claim code on the sheet, and then input it when you add your printer to the Devices tab in HP Connected.

    Figure 32: Example of an information page with the claim code

    Example of an information page with the claim code

Frequently asked questions (FAQs)

After you install the HP Print and Scan Doctor, review this list of frequently asked questions on using the tool.

I have a slow Internet connection. What can I do if HP Print and Scan Doctor prompts to install the software?

Installing or reinstalling printer software can resolve a wide variety of issues, especially when Windows has been upgraded. If HP Print and Scan Doctor prompts you to install HP's full feature software, then it has detected a problem that might be resolved by installing the latest software.

If you have the installation disc or have already downloaded the software and have saved the installation file to your computer, you can close HP Print and Scan Doctor and install the software using one of those methods.

How do I resolve common printing and scanning issues if I have a Mac?

HP Print and Scan Doctor is not available for Mac OS X operating systems. However, select one of the following items to resolve common printing, connection, or scanning issues.

What if the quality of a printed document or photo is not as expected?

If your printer is experiencing streaked or faded printouts, color or black ink not printing, documents with blurred or fuzzy text, ink streaks or smears, and other print quality problems, go to the HP Support page, enter your printer model, and then search for the document on fixing print quality problems.

What if my printer loses the network connection?

If your printer is experiencing connection issues or an error message displays, go to the HP Support page, enter your printer model, and then search for the document on installing your printer for a wired or wireless connection or for the error message that displays.

What if my printer does not scan to the computer from the control panel?

For more information on scanning from the control panel, go to the HP Support page, enter your printer model, and then search for the document on scan connection errors or for the error message that displays.

How do I scan with the built-in driver?

Depending on your printer and the type of driver update, you might need to scan in a different way than you did before. Go to How to Scan to a Mac (OS X) for information on scanning with a built-in driver.

What if my print jobs are stuck in the print queue?

If your printer doesn't print, is offline, or unresponsive, go to Print Jobs Stuck in Print Queue (Mac OS X) for more information about these issues.

What if my printer is not listed on the Choose Your Product screen?

If your printer does not display on the Choose Your Product screen, click My product is not listed, turn the printer off and back on, and then click Retry.

How do I troubleshoot connection issues?

HP Print and Scan Doctor can detect connection issues, but it might not be able to resolve them. For detailed information on how to connect your printer or if you get an error message when trying to connect, go to the HP Support page, enter your printer model, and then search for the document on installing your printer for a wired or wireless connection or for the error message that displays.

Check the following items to troubleshoot and resolve common connection issues, depending on your connection type.

Wireless network connection

Try these recommendations and procedures to help troubleshoot and avoid wireless connectivity issues.

  • Restart the printer and the computer: Restarting the computer and the printer can clear possible error conditions.

  • Confirm the printer connection and network name: On the printer, make sure that the blue light next to the Wireless icon () is on and steady, then touch the Wireless network menu to make sure that the printer is connected to the same network as your computer.

  • Move the printer and router closer together: Move the printer and the computer closer to your wireless router, but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.

  • Manually connect the printer to the network: Many HP printers have a wireless setup wizard tool available on the printer control panel network or wireless settings menus. Follow the on-screen instructions to type your network name and password to connect the printer to the network.

  • Restart 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.

  • Check the router band setting: Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.

  • Check your firewall software: Your firewall software might prevent the printer from accessing the computer. Accept or allow any firewall messages that display during the printer software download and installation, or configure the software to allow HP downloads and installations.

  • Check for obstructions between the printer and the router: 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 signals.

  • Check for other devices that emit radio and wireless signals: Move any devices that emit radio signals, such as microwaves and cordless telephones, farther away from the printer. They can interfere with wireless signals.

  • Set the IP address on the printer: Your printer can bypass automatic IP address assignment by DHCP and use any valid IP address you choose. Use the front panel menu to type an IP address that is valid for use on your local area network.

Wired (Ethernet) connection

Try these tips and procedures to help troubleshoot and avoid wired network connectivity issues.

  • Restart the printer and the computer: Restarting the computer and the printer can clear possible error conditions.

  • Confirm the network connection: Confirm that your printer is connected to the wired network by checking the cable and the lights on the printer’s Ethernet port. The green link light should be steady, and the orange activity light should blink when the cable is connected.

  • Check the cable: 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 but are different sizes).

    Figure 33: Example of an Ethernet cable and a phone cable

    Image: Example of an Ethernet cable and a phone cable.
    1 - Ethernet Cable
    2 - Phone Cable
  • Reconnect the cable: Disconnect and then reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the router.

  • Try a different cable: Try connecting a different Ethernet cable.

USB connection

Try these tips and procedures to help troubleshoot and avoid USB connectivity issues.

  • Restart the printer and the computer: Restarting the computer and the printer can clear possible error conditions.

  • Reconnect the cable: Disconnect and reconnect the USB cable from the printer and the computer.

  • Connect to a different USB port: Connect the cable to a different USB port on the computer.

  • Disconnect from a USB hub or docking station: If you are using a USB hub or docking station, try connecting the cable directly to the computer.

  • Try a different USB cable: Use a different USB cable. HP supports USB cables less than 3 m (9 ft 10 in) in length.

  • Disconnect other USB devices: If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them. Disconnect any other USB devices that are not in use.

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