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Networked printer troubleshooting
If you cannot connect the printer to your wireless network...
• Get help from HP Wireless Printing Center: The HP Wireless Printing Center
(www.hp.com/go/wirelessprinting) is an online reference guide to setting up your home network and
HP printer for wireless printing. On this website, you will find information that can help you prepare your
wireless network, set up or reconfigure your printer, and troubleshoot your setup (including using the
Network Diagnostic Utility on Windows only).
• Confirm that Wireless is enabled on your printer. From the printer's control panel, press the Wireless
button, if it shows Wireless Off, press Turn On.
• Confirm that your printer is connected to your network. To do this:
1. From your printer's control panel, press the Wireless button.
2. Select Settings to access the Wireless Settings menu.
3. Select Print Report, and then select Test Report.
4. The Wireless Test Report is automatically printed.
- Check the top of the report to see if something failed during the test.
- See the Diagnostics Results section for all tests that were performed, and whether or not your printer
passed.
- From the Current Configuration section, find out the Network Name (SSID) to which your printer is
currently connected. Make sure that the printer is connected to the same network as your computer.
Note: Your computer might be connected to a Virtual Private Network (VPN). Temporarily disable the VPN
before proceeding with the installation. Being connected to a VPN is like being on a different network;
you will need to disconnect the VPN to access the printer over the home network.
• Security software might be causing problems. Security software installed on your computer is designed
to protect your computer against threats that can come from outside your home network. A security
software suite can contain different types of software such as an anti-virus, anti-spyware, firewall and
child protection applications. Firewalls can block communication between devices connected on the
home network and can cause problems when using devices like network printers and scanners. A quick
troubleshooting technique is to disable your firewall and check if the problem goes away.
Problems that you might see include:
- The printer cannot be found over the network when installing the printer software.
- You suddenly cannot print to the printer even though you could the day before.
- The printer shows that it is OFFLINE in the Printers and Faxes folder.
- The software shows the printer status is "disconnected" even though the printer is connected to the
network.
- If you have an e-All-in-One, some functions work, like print, and others don't, like scan.
Tips for using security software:
- If your firewall has a setting called trusted zone, use it when your computer is connected to your
home network.
- Keep your firewall up to date. Many security software vendors provide updates which correct known
issues.
- If your firewall has a setting to not show alert messages, you should disable it. When installing
the HP software and using the HP printer, you may see alert messages from your firewall software.
You should allow any HP software which causes an alert. The alert message may provide options
to allow, permit, or unblock. Also, if the alert has a remember this action or create a rule for this
selection, make sure and select it. This is how the firewall learns what can be trusted on your home
network.
If you still cannot connect the printer to your network, go to the HP Wireless Printing Center at
www.hp.com/go/wirelessprinting, click Firewall Help, you can find more solutions there.
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