Wired (Ethernet) Network Printer Installation Troubleshooting

Choose your operating system below to receive customized troubleshooting guidance.

Windows XPWindows XP

Solution one: Restart all network devices, add the product to the network, and reinstall the HP software

Follow these steps to restart all network devices, add the HP product to the network, and then reinstall the HP software.

Step one: Let the setup program complete and reboot all network devices

Often, it helps to reboot your computer and try again from the beginning. Follow these steps.

  1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

  2. Reboot your computer.

  3. Turn the product and the network router off, and then turn them on again.

  4. Verify that your network router is on and functioning.

  5. Make sure you can view an Internet Web page from a Web browser on your computer.

Step two: Plug in the Ethernet cable and print a network test report to verify that the product is on the network

  1. Plug the Ethernet cable into the product and ensure that the other end is plugged into a live network port.

    • If your product has a control panel display, follow these steps:

      1. On the product control panel, press the Setup button (Setup_icn).

      2. Press the Down Arrow button (DownArrow_icn) to select Network, and then press OK.

      3. Press the Down Arrow button (DownArrow_icn) to select Network Test or Network Configuration Page, and then press OK.

      4. Follow any troubleshooting steps for issues identified on the report.

  2. If the report shows a valid IP address for the product, it means that the product is on the network. Continue to the next step in this document to check the communication.

  3. If the report does not show a valid IP address for the product (for example, 0.0.0.0 or 169.254.xxx.xxx) it means that the product is not on the network. Follow these steps:

    1. Ensure that the Ethernet cable is plugged into a live port.

    2. Try using a different Ethernet cable.

    3. Print a report again and review the results.

    4. If the report shows a valid IP address, continue to the next step.

Step three: Check the communication between the product and the computer

Let's make sure that your computer and the product are on the same network and that they can communicate.

  1. In a Web browser (such as Internet Explorer), open an Internet Web page to verify that you can access the network.

  2. In the Web browser, type the product IP address in the address bar and press Enter. For example, type http://192.168.0.1. The product's internal home page displays.

  • If you can access the product's internal home page, continue to the next step to reinstall the HP software.

  • If you cannot access the product's internal home page, verify that the product and the computer are on the same network.

Step four: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to open.
    If the installer does not start automatically, click the Start (XP_Start_icn), click My Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

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

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

Solution two: Disable startup services, disable the firewall, and reinstall the HP software

If you were unable to install your HP product successfully, you may need to disable startup services and/or your firewall temporarily. Windows allows many programs and processes to run immediately upon startup. These programs and your firewall may be preventing you from installing the HP software. These directions explain how to disable these programs and processes while installing the HP software.

Step one: Disable startup software

  1. Click Start (XP_Start_icn), and then click Run.

  2. Type msconfig in the Run dialog box, and then click OK. The System Configuration Utility dialog box opens.

    • If Normal Startup is currently selected, follow these steps:

      1. Select Selective Startup, and then clear the Load Startup Items check box.

      2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      3. Click Disable All.

    • If Selective Startup is currently selected, follow these steps:

      1. Click the Startup tab.

      2. Make a list of the items that are selected. You will need this list to reset your computer startup items later.

      3. Click the General tab.

      4. Clear the Load StartupItems check box.

      5. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      6. Make a list of the items that are selected. You will need this list to rest your computer startup items later.

      7. Click Disable All.

  3. Click Apply.

  4. Click OK. A new window displays. Click Restart to continue.

  5. Upon restarting your computer, the System Configuration Utility window displays. Select the Don't show this message... check box, and then click OK.

Step two: Disable or configure the firewall on your computer

Follow these steps to disable firewalls, or configure the firewall to allow a connection with the HP product.

Option one: Temporarily disable firewalls

  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 (XP_Start_icn), and then click Control Panel. The Control Panel opens in a new window.

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

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

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

Option two: Configure the firewall to allow a connection with the HP product

  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.

  2.  XP_Systems_Tray

  3. When you have identified the firewall installed on your computer, contact the manufacturer of the firewall for specific instructions on configuring the settings. Then, return to this document to continue troubleshooting.

  4. If you were unable to find specific steps for your firewall, continue to the next step.

  5. Click Start (XP_Start_icn), and then click Run. Type C:\Program Files\HP\Digital Imaging\Bin in the Open box, and then click OK. The Bin folder opens.

  6. Make a note of or copy the file path for each of the following programs. The file paths will look similar to this example: C:\windows\system32\hpzipm12.exe.

    • hpoews01.exe

    • hpofxm08.exe

    • hposid01.exe

    • hpqkygrp.exe

    • hpqste08.exe

    • hpqtra08.exe

    • hposfx08.exe

    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.

    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.

  7. Open the C:\windows\system32 directory, and then locate and make a note of or copy the file path for each of the following programs:

    • hpzwiz01.exe

    • hpznui01.exe

  8. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.
    NOTE: The name of the list might vary, depending on the firewall program.

  9. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.

  10. Click OK or Save to save the changes to the trusted or allowed program list.

  11. Follow these steps to unblock the internet ports by creating new rules in the firewall software. NOTE: Each rule opens one port, so create a rule for each port.

  12. The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Your computer's firewall uses each piece of this information in creating the rule to open the port.

    • UDP 427 inbound

    • UDP 427 outbound

    • UDP 161 outbound

    • UDP 139 outbound

    • TCP 139 outbound

    • TCP 9220 outbound

    • TCP 9500 outbound

    • TCP 9290 outbound

      1. Open the network or rules section of the firewall software.

      2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound for unblocking the UDP 137 inbound port.

        •  If prompted to select the type of rule, select All IP Addresses.

        • If prompted to select the type of IP address, select IPv4 and IPv6.

      3. When you have created each rule, click OK or Save to apply the changes

  13. When you have disabled or configured the firewall, restart your computer.

Step three: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to open.
    If the installer does not start automatically, click the Start (XP_Start_icn), click My Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

Step four: Enable the startup service

IMPORTANT: Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

  1. Click Start (XP_Start_icn), and then click Run.

  2. Type msconfig in the Run dialog box, and then click OK. The System Configuration Utility dialog box opens.

    • If you followed the instructions to disable a Normal Startup configuration (or if you want to return to that configuration), select Normal Startup.

    • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

      1. Click the Startup tab.

      2. Select every item that is on your list of selected items for the Startup tab.

      3. Click the Services tab.

      4. Select the Hide All Microsoft Services check box at the bottom of the screen.

      5. Select every item that is on your list of selected items for the Services tab.

  3. Click Apply.

  4. Click OK. a new window displays.

  5. Click Restart to continue.

Step five: Enable your firewall software

  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Start or Enable. If there is no start option, open the firewall software and select the option to start or enable it. The firewall icon may change to show that it is enabled.

  2. If the firewall was disabled during the installation of the product software, it might be blocking HP programs or ports that are required for scanning. If pop-up screens requesting access to the network appear when you attempt to scan, click Yes to permit access.

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

  • If the issue persists, select the outcome from the following options for more information.

The HP printer installation was successful, but the printer does not work.The HP printer installation was successful, but the printer does not work.

If the printer installed successfully, but the printer isn't working as expected, we have a solution for you. HP has designed automated utilities (tools) to diagnose and resolve common printing, network, and scanning issues. Select from the following options to download and run the utility for your printer problem.


NDU_icn

HP Network Diagnostic Utility. If you are unable to set your HP product up over your wired (Ethernet) or wireless network, try the HP Network Diagnostic Utility. It can help identify and fix common problems when installing or using HP printers on your home network.

Download the Network Diagnostic Utility


SDU_icn

HP Scan Diagnostic Utility. HP recommends that you download and install the Scan Diagnostic Utility any time you need to troubleshoot a scanning problem.

Download the Scan Diagnostic Utility


HDU_icn

HP Hardware Diagnostic Utility. Hardware problems can prevent printing, scanning, or copying. HP recommends that you download and install the Hardware Diagnostic Utility any time you need to troubleshoot a hardware problem.

Download the Hardware Diagnostic Utility


PDU_icn

HP Print Diagnostic Utility.HP recommends that you download and install the Print Diagnostic Utility any time you need to troubleshoot a printing problem.

 Download the Print Diagnostic Utility


The HP printer installation was not successful. The HP printer installation was not successful.

If the HP printer installation was not successful even after performing the previous steps, go to HP Customer Care for more information.

Windows VistaWindows Vista

Solution one: Restart all network devices, add the product to the network, and reinstall the HP software

Often it helps to reboot your computer and try again from the beginning. Follow these steps.

Step one: Let the setup program complete and reboot all network devices

  1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

  2. Click the Windows icon (Windows_icn), and then click Control Panel.

  3. In the Security area, click Checkfor updates.

  4. On the Windows Update screen, click Check for updates.

  5. Accept all updates, or at least all critical updates.

  6. When prompted, reboot your computer.

  7. Turn the product and the network router off, and then turn them on again.

  8. Verify that your network router is on and functioning.

  9. Make sure you can view an Internet Web page from a Web browser on your computer.

Step two: Plug in the Ethernet cable and print a network test report to verify that the product is on the network

  1. Plug the Ethernet cable into the product and ensure that the other end is plugged into a live network port.

    • If your product has a control panel display, follow these steps:

      1. On the product control panel, press the Setup button (Setup_icn).

      2. Press the Down Arrow button (DownArrow_icn) to select Network, and then press OK.

      3. Press the Down Arrow button (DownArrow_icn) to select Network Test or Network Configuration Page, and then press OK.

      4. Follow any troubleshooting steps for issues identified on the report.

  2. If the report shows a valid IP address for the product, it means that the product is on the network. Continue to the next step in this document to check the communication.

  3. If the report does not show a valid IP address for the product (for example, 0.0.0.0 or 169.254.xxx.xxx) it means that the product is not on the network. Follow these steps:

    1. Ensure that the Ethernet cable is plugged into a live port.

    2. Try using a different Ethernet cable.

    3. Print a report again and review the results.

    4. If the report shows a valid IP address, continue to the next step.

Step three: Check the communication between the product and the computer

Let's make sure that your computer and the product are on the same network and that they can communicate.

  1. In a Web browser (such as Internet Explorer), open an Internet Web page to verify that you can access the network.

  2. In a Web browser, type the product IP address in the address bar and press Enter. For example, type http://192.168.0.1. The product's internal home page displays.

  • If you can access the product's internal home page, continue to the next step to reinstall the HP software.

  • If you cannot access the product's internal home page, verify that the product and the computer are on the same network.

Step four: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.
    If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click My Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

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

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

Solution two: Disable startup services, disable the firewall, and reinstall the HP software

If you were unable to install your HP product successfully, you may need to disable startup services and/or your firewall temporarily. Windows allows many programs and processes to run immediately upon startup. These programs and your firewall may be preventing you from installing the HP software. These directions explain how to disable these programs and processes while installing the HP software.

Step one: Disable startup software

  1. Click the Windows icon (Windows_icn).

  2. Type msconfig in the Start search box, and then press Enter. The MSconfig window opens. If the User Account Control window opens with the message, Windows needs your permission to continue, click Continue to close the window.

    • If Normal Startup is currently selected, follow these steps:

      1. Select Selective Startup, and then clear the Load Startup Items check box.

      2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      3. Click Disable All.

    • If Selective Startup is currently selected, follow these steps:

      1. Click the Startup tab.

      2. Make a list of the items that are selected. You will need this list to reset your computer startup items later.

      3. Click the General tab.

      4. Clear the Load StartupItems check box.

      5. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      6. Make a list of the items that are selected. You will need this list to rest your computer startup items later.

      7. Click Disable All.

  3. Click Apply.

  4. Click OK. A new window displays. Click Restart to continue.

  5. Upon restarting your computer, the System Configuration Utility window displays. Select the Don't show this message... check box, and then click OK.

Step two: Disable or configure the firewall on your computer

Follow these steps to disable firewalls, or configure the firewall to allow a connection with the HP product.

Option one: Temporarily disable firewalls

  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. Click the Windows icon (Windows_icn), and then click Control Panel. The Control Panel opens in a new window.

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

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

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

Option two: Configure the firewall to allow a connection with the HP product

  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.

  2.  Vista_Systems_Tray

  3. When you have identified the firewall installed on your computer, contact the manufacturer of the firewall for specific instructions on configuring the settings. Then, return to this document to continue troubleshooting.

  4. If you were unable to find specific steps for your firewall, continue to the next step.

  5. Click the Windows icon (Windows_icn), type C:\Program Files\HP\Digital Imaging\Bin in the Start search box, and then press Enter.

  6. Make a note of or copy the file path for each of the following programs. The file paths will look similar to this example: C:\windows\system32\hpzipm12.exe.

    • hpoews01.exe

    • hpofxm08.exe

    • hposid01.exe

    • hpqkygrp.exe

    • hpqste08.exe

    • hpqtra08.exe

    • hposfx08.exe

    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.

    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.

  7. Open the C:\windows\system32 directory, and then locate and make a note of or copy the file path for each of the following programs:

    • hpzwiz01.exe

    • hpznui01.exe

  8. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.
    NOTE: The name of the list might vary, depending on the firewall program.

  9. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.

  10. Click OK or Save to save the changes to the trusted or allowed program list.

  11. Follow these steps to unblock the internet ports by creating new rules in the firewall software. NOTE: Each rule opens one port, so create a rule for each port.

  12. The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Your computer's firewall uses each piece of this information in creating the rule to open the port.

    • UDP 427 inbound

    • UDP 427 outbound

    • UDP 161 outbound

    • UDP 139 outbound

    • TCP 139 outbound

    • TCP 9220 outbound

    • TCP 9500 outbound

    • TCP 9290 outbound

      1. Open the network or rules section of the firewall software.

      2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound for unblocking the UDP 137 inbound port.

        •  If prompted to select the type of rule, select All IP Addresses.

        • If prompted to select the type of IP address, select IPv4 and IPv6.

      3. When you have created each rule, click OK or Save to apply the changes

  13. When you have disabled or configured the firewall, restart your computer.

Step three: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.
    If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click My Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

Step four: Enable startup software

IMPORTANT: Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

  1. Click the Windows icon (Windows_icn).

  2. Type msconfig in the Start search box, and then press Enter. The MSConfig window opens.

    • If you followed the instructions to disable a Normal Startup configuration (or if you want to return to that configuration), select Normal Startup.

    • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

      1. Click the Startup tab.

      2. Select every item that is on your list of selected items for the Startup tab.

      3. Click the Services tab.

      4. Select the Hide All Microsoft Services check box at the bottom of the screen.

      5. Select every item that is on your list of selected items for the Services tab.

  3.  Click Apply.

  4. Click OK. a new window displays.

  5. Click Restart to continue.

Step five: Enable your firewall software

  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Start or Enable. If there is no start option, open the firewall software and select the option to start or enable it. The firewall icon may change to show that it is enabled.

  2. If the firewall was disabled during the installation of the product software, it might be blocking HP programs or ports that are required for scanning. If pop-up screens requesting access to the network appear when you attempt to scan, click Yes to permit access.

  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, select the outcome from the following options for more information.

The HP printer installation was successful, but the printer does not work.The HP printer installation was successful, but the printer does not work.

If the printer installed successfully, but the printer isn't working as expected, we have a solution for you. HP has designed automated utilities (tools) to diagnose and resolve common printing, network, and scanning issues. Select from the following options to download and run the utility for your printer problem.


NDU_icn

HP Network Diagnostic Utility. If you are unable to set your HP product up over your wired (Ethernet) or wireless network, try the HP Network Diagnostic Utility. It can help identify and fix common problems when installing or using HP printers on your home network.

Download the Network Diagnostic Utility


SDU_icn

HP Scan Diagnostic Utility. HP recommends that you download and install the Scan Diagnostic Utility any time you need to troubleshoot a scanning problem.

Download the Scan Diagnostic Utility


HDU_icn

HP Hardware Diagnostic Utility. Hardware problems can prevent printing, scanning, or copying. HP recommends that you download and install the Hardware Diagnostic Utility any time you need to troubleshoot a hardware problem.

Download the Hardware Diagnostic Utility


PDU_icn

HP Print Diagnostic Utility.HP recommends that you download and install the Print Diagnostic Utility any time you need to troubleshoot a printing problem.

 Download the Print Diagnostic Utility


The HP printer installation was successful, but the printer does not work.The HP printer installation was successful, but the printer does not work.

If the HP printer installation was not successful even after performing the previous steps, go to HP Customer Care for more information.

Windows 7Windows 7

Windows 7 users: Try HP's free diagnostic utility to help find the best driver!

PIW_small_Icon HP Windows 7 Printer Install Wizard  (<1MB)

Solution one: Restart all network devices, add the product to the network, and reinstall the HP software

Often it helps to reboot your computer and try again from the beginning. Follow these steps.

Step one: Let the setup program complete and reboot all network devices

  1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

  2. Click the Windows icon (Windows_icn), and then type Windows update in the Search programs and files box.

  3. In the Security area, click Check for updates.

  4. On the Windows Update screen, click Check for updates.

  5. Accept all updates, or at least all critical updates.

  6. When prompted, reboot your computer.

  7. Turn the product and the network router off, and then turn them on again.

  8. Verify that your network router is on and functioning.

  9. Make sure you can view an Internet Web page from a Web browser on your computer.

Step two: Plug in the Ethernet cable and print a network test report to verify that the product is on the network

  1. Plug the Ethernet cable into the product and ensure that the other end is plugged into a live network port.

    • If your product has a control panel display, follow these steps:

      1. On the product control panel, press the Setup button (Setup_icn).

      2. Press the Down Arrow button (DownArrow_icn) to select Network, and then press OK.

      3. Press the Down Arrow button (DownArrow_icn) to select Network Test or Network Configuration Page, and then press OK.

      4. Follow any troubleshooting steps for issues identified on the report.

  2. If the report shows a valid IP address for the product, it means that the product is on the network. Continue to the next step in this document to check the communication.

  3. If the report does not show a valid IP address for the product (for example, 0.0.0.0 or 169.254.xxx.xxx) it means that the product is not on the network. Follow these steps:

    1. Ensure that the Ethernet cable is plugged into a live port.

    2. Try using a different Ethernet cable.

    3. Print a report again and review the results.

    4. If the report shows a valid IP address, continue to the next step.

Step three: Check the communication between the product and the computer

Let's make sure that your computer and the product are on the same network and that they can communicate.

  1. In a Web browser (such as Internet Explorer), open an Internet Web page to verify that you can access the network.

  2. In a Web browser, type the product IP address in the address bar and press Enter. For example, type http://192.168.0.1. The product's internal home page displays.

  • If you can access the product's internal home page, continue to the next step to reinstall the HP software.

  • If you cannot access the product's internal home page, verify that the product and the computer are on the same network.

Step four: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.
    If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

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

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

Solution two: Disable startup services, disable the firewall, and reinstall the HP software

If you were unable to install your HP product successfully, you may need to disable startup services and/or your firewall temporarily. Windows allows many programs and processes to run immediately upon startup. These programs and your firewall may be preventing you from installing the HP software. These directions explain how to disable these programs and processes while installing the HP software.

Step one: Disable startup software

  1. Click the Windows icon (Windows_icn).

  2. Type msconfig in the Search programs and files box, and then press Enter. The System Configuration Utility window opens. NOTE: If the User Account Control window opens with the message, Windows needs your permission to continue, click Continue to close the window.

    • If Normal Startup is currently selected, follow these steps:

      1. Select Selective Startup, and then clear the Load Startup Items check box.

      2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      3. Click Disable All.

    • If Selective Startup is currently selected, follow these steps:

      1. Click the Startup tab.

      2. Make a list of the items that are selected. You will need this list to reset your computer startup items later.

      3. Click the General tab.

      4. Clear the Load StartupItems check box.

      5. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

      6. Make a list of the items that are selected. You will need this list to rest your computer startup items later.

      7. Click Disable All.

  3. Click Apply.

  4. Click OK. A new window displays. Click Restart to continue.

  5. Upon restarting your computer, the System Configuration Utility window displays. Select the Don't show this message... check box, and then click OK.

Step two: Disable or configure the firewall on your computer

Follow these steps to disable firewalls, or configure the firewall to allow a connection with the HP product.

Option one: Temporarily disable firewalls

  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. Click the Windows icon (Windows_icn), and then click Control Panel. The Control Panel opens in a new window.

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

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

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

Option two: Configure the firewall to allow a connection with the HP product

  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.

  2.  Win7_Systems_Tray

  3. When you have identified the firewall installed on your computer, contact the manufacturer of the firewall for specific instructions on configuring the settings. Then, return to this document to continue troubleshooting.

  4. If you were unable to find specific steps for your firewall, continue to the next step.

  5. Click the Windows icon (Windows_icn), type C:\Program Files\HP\Digital Imaging\Bin in the Search programs and files box, and then press Enter.

  6. Make a note of or copy the file path for each of the following programs. The file paths will look similar to this example: C:\windows\system32\hpzipm12.exe.

    • hpoews01.exe

    • hpofxm08.exe

    • hposid01.exe

    • hpqkygrp.exe

    • hpqste08.exe

    • hpqtra08.exe

    • hposfx08.exe

    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.

    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.

  7. Open the C:\windows\system32 directory, and then locate and make a note of or copy the file path for each of the following programs:

    • hpzwiz01.exe

    • hpznui01.exe

  8. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.
    NOTE: The name of the list might vary, depending on the firewall program.

  9. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.

  10. Click OK or Save to save the changes to the trusted or allowed program list.

  11. Follow these steps to unblock the internet ports by creating new rules in the firewall software. NOTE: Each rule opens one port, so create a rule for each port.

  12. The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Your computer's firewall uses each piece of this information in creating the rule to open the port.

    • UDP 427 inbound

    • UDP 427 outbound

    • UDP 161 outbound

    • UDP 139 outbound

    • TCP 139 outbound

    • TCP 9220 outbound

    • TCP 9500 outbound

    • TCP 9290 outbound

      1. Open the network or rules section of the firewall software.

      2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound for unblocking the UDP 137 inbound port.

        •  If prompted to select the type of rule, select All IP Addresses.

        • If prompted to select the type of IP address, select IPv4 and IPv6.

      3. When you have created each rule, click OK or Save to apply the changes

  13. When you have disabled or configured the firewall, restart your computer.

Step three: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

  2. Turn the product on.

  3. Right-click this link: Get Software and Drivers, and then click Open in new window.

  4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

  5. Click Software & Driver Downloads.

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

  7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

  8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

  9. This option allows you to install the software at any time after the download completes.

  10. Click Save, and then browse to the location on your computer where you want to save the file.

  11. Click Save. The software downloads to your computer.

Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

Method two: Use the software CD

Follow these steps to install the software with the product CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.
    If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click Computer, and then double-click the CD drive.

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

IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

Step four: Enable startup software

IMPORTANT: Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

  1. Click the Windows icon (Windows_icn).

  2. Type msconfig in the Search programs and files box, and then press Enter. The System Configuration Utility window opens.

    • If you followed the instructions to disable a Normal Startup configuration (or if you want to return to that configuration), select Normal Startup.

    • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

      1. Click the Startup tab.

      2. Select every item that is on your list of selected items for the Startup tab.

      3. Click the Services tab.

      4. Select the Hide All Microsoft Services check box at the bottom of the screen.

      5. Select every item that is on your list of selected items for the Services tab.

  3.  Click Apply.

  4. Click OK. a new window displays.

  5. Click Restart to continue.

Step five: Enable your firewall software

  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Start or Enable. If there is no start option, open the firewall software and select the option to start or enable it. The firewall icon may change to show that it is enabled.

  2. If the firewall was disabled during the installation of the product software, it might be blocking HP programs or ports that are required for scanning. If pop-up screens requesting access to the network appear when you attempt to scan, click Yes to permit access.

  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, select the outcome from the following options for more information.

The HP printer installation was successful, but the printer does not work.The HP printer installation was successful, but the printer does not work.

If the printer installed successfully, but the printer isn't working as expected, we have a solution for you. HP has designed automated utilities (tools) to diagnose and resolve common printing, network, and scanning issues. Select from the following options to download and run the utility for your printer problem.


NDU_icn

HP Network Diagnostic Utility. If you are unable to set your HP product up over your wired (Ethernet) or wireless network, try the HP Network Diagnostic Utility. It can help identify and fix common problems when installing or using HP printers on your home network.

Download the Network Diagnostic Utility


SDU_icn

HP Scan Diagnostic Utility. HP recommends that you download and install the Scan Diagnostic Utility any time you need to troubleshoot a scanning problem.

Download the Scan Diagnostic Utility


HDU_icn

HP Hardware Diagnostic Utility. Hardware problems can prevent printing, scanning, or copying. HP recommends that you download and install the Hardware Diagnostic Utility any time you need to troubleshoot a hardware problem.

Download the Hardware Diagnostic Utility


PDU_icn

HP Print Diagnostic Utility.HP recommends that you download and install the Print Diagnostic Utility any time you need to troubleshoot a printing problem.

 Download the Print Diagnostic Utility


The HP printer installation was not successful. The HP printer installation was not successful.

If the HP printer installation was not successful even after performing the previous steps, go to HP Customer Care for more information.

 
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