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.


Print_and_Scan_Doctor

HP Print and Scan Doctor. HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer.

Download the HP Print and Scan Doctor


HDU_icn

HP Hardware Diagnostic Utility. HP designed a quick and easy tool that diagnoses and resolves many hardware problems: The HP Hardware Diagnostic Utility. 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


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.


Print_and_Scan_Doctor

HP Print and Scan Doctor. HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer.

Download the HP Print and Scan Doctor


HDU_icn

HP Hardware Diagnostic Utility. HP designed a quick and easy tool that diagnoses and resolves many hardware problems: The HP Hardware Diagnostic Utility. 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


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 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.


Print_and_Scan_Doctor

HP Print and Scan Doctor. HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer.

Download the HP Print and Scan Doctor


HDU_icn

HP Hardware Diagnostic Utility. HP designed a quick and easy tool that diagnoses and resolves many hardware problems: The HP Hardware Diagnostic Utility. 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


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 8Windows 8

You can also download HP's Printer Install Wizard utility to aid in installation and troubleshooting. 
PIW_iconHP Printer Install Wizard 

Use the following solutions to troubleshoot problems when installing a printer on a wired network.

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

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. Right click or touch and hold the bottom left corner of the screen and choose Search.

  3. Click or tap Settings then type Windows update in the Search box.

  4. Click or tap 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.

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

    3. Press the Down Arrow button 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.

  • 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 on the Desktop (such as Internet Explorer), open an Internet Web page to verify that you can access the network.

  2. In a Web browser on the Desktop, 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 or touch and hold this link: HP Customer Care, and then click or tap Open in new window.

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

  5. Click or tap Software & Driver Downloads.

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

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

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

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

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

  11. Click or tap 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, right click or touch and hold the bottom left corner of the screen. Click or tap File Explorer, 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 or tap “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. Right click or touch and hold the bottom left corner of the screen and select Run.

  2. Type msconfig in the Run 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 or tap 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 or tap the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    3. Click or tap Disable All.

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

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

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

    3. Click or tap Disable All.

    4. Click or tap Apply.

  3. Click or tap OK. A new window displays. Click or tap Restart to continue.

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. 

Method 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. Right click or touch and hold the bottom left corner of the screen. Click or tap Search.

  3. Click or tap Settings. Type "Windows Firewall" in the search box.

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

  5. Click or tap Turn Windows Firewallon or off.

  6. Click or tap Turn Off Windows Firewall(not recommended).

  7. Click or tap OK.

Method 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. 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.

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

  4. Right click or touch and hold the bottom left corner of the screen and choose File Explorer.

  5. For 64 bit Windows 8 OS Type C:\Program Files (x86)\HP\Digital Imaging\Bin in the Address Bar at the top of the screen and then press Enter.

  6. For 32 bit Windows 8 OS Type C:\Program Files\HP\Digital Imaging\Bin.

  7. 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:\program files (x86)\HP\Digital Imaging\bin\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.

  8. 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

  9. 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.

  10. 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.

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

  12. 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.

  13. 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.

  14. 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 or touch and hold this link: HP Customer Care, and then click or tap Open in new window.

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

  5. Click or tap Software & Driver Downloads.

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

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

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

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

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

  11. Click or tap 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, right click or touch and hold the bottom left corner of the screen and tap or click File Explorer, 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. Right click or touch and hold the bottom left corner of the screen and select Run.

  2. Type msconfig in the Run 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 or tap the Services tab.

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

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

  3. Click or tap Apply.

  4. Click or tap OK. A new window displays.

  5. Click or tap Restart to continue.

Step five: Enable your firewall software

  1. Right-click or touch and hold the firewall icon on the task bar (near the date and time on the computer), and click or tap 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 or tap Yes to permit access.

  3. Enable Windows Firewall

    1. Right click or touch and hold the bottom left corner of the screen. Click or tap Search.

    2. Click or tap Settings. Type "Windows Firewall" in the search box.

    3. Click Windows Firewall. The Windows Firewall Settings dialog box opens.

    4. Click or tap Turn Windows Firewall on or off.

    5. Click or tap Turn On Windows Firewall.

    6. Click or tap OK.


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.


Print_and_Scan_Doctor

HP Print and Scan Doctor. HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer.

Download the HP Print and Scan Doctor


HDU_icn

HP Hardware Diagnostic Utility. HP designed a quick and easy tool that diagnoses and resolves many hardware problems: The HP Hardware Diagnostic Utility. 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


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.

Mac OS X 10.6 Snow LeopardMac OS X 10.6 Snow Leopard

Solution one: Check the Ethernet cable and connection

  Follow these steps to inspect the Ethernet cable.

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

    Figure 1: Ethernet cable (do not use a phone cable)
    Ethernet_cable_example 
     

  2. Make sure that the Ethernet cable connects to the Ethernet jack and not a phone jack. The Ethernet icon (Ethernet_icn) marks the correct jack.

  3. Make sure that the Ethernet cable connects securely to the product, the computer, and any other devices, such as a router, it connects to.
     
    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.
     

  4. Attempt to print or scan.

    If this did not resolve your issue, continue to the next solution.

Solution two: Restart all network devices and add the product to the network

  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.

  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.


    • 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.

  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.

Solution three: Reinstall the HP software

Step one: Uninstall the software

Which uninstall method should I choose?

  • If you installed the HP software by downloading it from the HP website or by using the software CD, use the Scrubber: The Scrubber is the most thorough software removal process for HP software and drivers installed on a Mac. However, the Scrubber removes all HP software and drivers. If you have more than one HP printer, this method removes the software and drivers for each printer.

  • If you installed the HP software by using Apple Software Update (ASU), manually uninstall the software: This method removes only the software and drivers for the printer you select.

Method one: Uninstall using the Scrubber
CAUTION: The Scrubber removes all HP printers and related software from your computer. If you use more than one HP printer, this method will uninstall all of them.
 
  1. Open Finder, and then go to Applications/Hewlett-Packard/HP Uninstaller. A list of installed HP products displays.

  2. Select your printer from the list of products.

  3. Press and hold the Ctrl, Opt, and Apple keys and simultaneously click Uninstall. A message confirming if you want to uninstall all HP software displays.

  4. Authenticate with your username and password.

  5. When the Scrubber completes, click Finish.

Method two: Manually uninstall

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer. 
 
I used the CD to install the printer software, or I downloaded and installed the Full Feature software from HP.com

 

  1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

  2. Click the Hewlett-Packard folder.

  3. Double-click the HP Uninstaller, and then click Continue.

  4. Select the printer to uninstall, and then click Uninstall.

  5. When prompted, type the Administrator name and Password, and then click OK.

  6. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

    NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.  

     

 

I used Apple Software Updates to install the printer software

 

  1. From the computer desktop, double-click the Macintosh HD icon.

  2. Double-click the Library folder.

  3. Double-click the Printers folder.

  4. Right-click the HP folder, and then select Move to Trash.

  5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

  6. Double-click the PPDs folder.

  7. Double-click the Contents folder.

  8. Double-click the Resources folder.

  9. Find your printer in the printer list, right-click on your printer, and then select Move to Trash.

  10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

  11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

    NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.

  12. On the upper-left corner of the computer desktop, click the Apple icon (Apple_icon_black_white), and then click System Preferences.

  13. Double-click Print & Fax.

  14. In the Printers list, click your printer, and then click the Minus button (Minus_button_mac) to delete it.

Step two: Prepare for Installation

 

Choose which software installation method to use.

Method one: Download and install the software from the HP website.

The current full-feature HP software package for your product is available on the HP Software & Driver Downloads page. The download includes the HP print driver, HP Utility, and HP Installer to walk you through the installation steps. Depending on your product, the download might also include HP Scan software and the HP fax driver.
HP recommends this installation method for all new and older products.
Additionally, HP recommends that you use this installation method in the following cases:

  • You no longer have the product software CD

  • You updated your operating system to a version that released after your HP product released

NOTE: Updated full-feature HP software might not be immediately available on the HP Software & Driver Downloads page after the public release of a new operating system. A release delay might be required for full testing and quality assurance of the final version of the operating system. If the software is not available, you can download the latest software using Apple Software Updates.

 
Method two: Install the software with Apple Software Update.

Apple Software Updates is a quick and easy software download method available directly through the Mac.
You do not need to download a driver from the HP Software & Driver Downloads page if you use Apple Software Updates. This download method includes the HP print driver. Depending on your product, the download might also include HP Utility, scanning software, and the HP fax driver.

NOTE: If your product supports scanning, the software that you use to scan might be different than the software you used before installing Snow Leopard. Depending on your product driver update, use Preview, Image Capture, or the Scan icon from the print queue to scan.

Additionally, HP recommends that you use this installation method in the following cases:

  • You no longer have the product software CD

  • The updated full-feature HP software is not immediately available on the HP Software and Drivers page after the public release of a new operating system

  • You updated your operating system to a new version that released after your HP product released

Method three: Install the software using the product CD

Installing with the product CD is a quick and easy method. The CD includes the HP print driver, HP Utility, and HP Installer to walk you through the installation steps. Depending on your product, the CD might also include HP Scan software and the HP fax driver. This software is current to the date of the product release. 


Important: If you try installing the product on a computer running a newer version of the operating system that released AFTER your HP product released, the CD installation method might not work. Visit HP Software & Driver Downloads to install the latest product software for the newer operating system.

Step Three: Install the software

Choose one of the following methods to install the software.

Method one: Download and install the software from the HP website

 Follow these steps to download the software from the HP website. HP recommends this installation method for all printers.

  1. Turn on the printer.

  2. Click this link: Get Software and Drivers.

  3. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions.

 If prompted to enter your product in the window.
  1. Type your printer number in the window.

  2. Click Next. If necessary click your model in a list of similar printer.

  3. Click Software and Driver Downloads.

  4. Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  5. Click Next, and then continue to the next step.

  If prompted to select your operating system.

  1.  Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  2. Click Next, and then continue to the next step.

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

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

  5. Click the option that you want to download.

    A page opens with more information about that option and the specific items that it includes.
     
    NOTE: HP recommends the Full Feature type of download, if available, to take advantage of all your printer features.

  6. Click Download. If your browser opens a new dialog box, you might also need to click Save or Save File.
    The file downloads to your computer, and the HP Software window opens automatically.
     
    NOTE: If the HP Software window does not open, double-click the HP Software icon on the desktop.

    Figure 2: Example of an HP Software icon 
    HP_software_icon_mac
     

  7. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 3: Example of an HP Installer icon 
    HP_installer_icon_mac 

  8. Double-click the disk image file.

  9. Double-click the HP Installer icon.

  10. The HP Installer program opens.

  11. When prompted, select your printer, and then click Continue.

  12. Follow the on-screen instructions to complete the installation.

Method two: Install the software with Apple Software Update
  1. Connect the USB cable to the product and to any USB port on the computer.

  2. The computer automatically detects the product, and then prompts you to install the HP software package with Apple Software Updates.

  3. Follow the on-screen instructions to download and install the software, and add the product to the queue.

 
Can I install updated HP software with Apple Software Update at a later date?

 

HP might provide an update to your printer software after it releases. You can use Apple Software Update at any time to make sure that your drivers and software are up to date. Follow these steps to update the software.

  1. Important : Check the following prerequisites before continuing with the installation:


    • Turn on your HP product, if it is not already on.

    • Turn on your Mac, if it is not already on.

    • Connect the HP product to the Mac with a USB cable or make sure that there is an existing print queue for your HP product.

      NOTE: If you get a prompt to download software, click Not Now, and then continue with these instructions.

  2. Click the Apple menu (Apple_icon_black_white), and then click Software Update. Software Update checks for available updates.

  3. In the Software Update window, if you see an available HP software update, select it and then click Install.
     
    NOTE: Install all available HP software updates for best product performance and functionality.

  4. When prompted, enter your administrator account name and password.

  5. After the software updates complete, restart the computer (if required).   

Method three: Install the software with the product CD

Important: Depending on the release date of your printer, the product CD might not be supported in Mac OS X 10.6. To make sure that you install the most current software, HP recommends that you use the method in this document to download and install the software from the HP website.

  1. Insert the printer CD into the CD drive of the computer.

  2. Double-click the HP software disc icon that displays on the desktop. The HP Software window opens.

    Figure 4: Example of an HP Software icon
    HP_software_icon_mac
     

  3. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 5: Example of an HP Installer icon
    HP_installer_icon_mac
     

  4. Click Continue, and then click Agree to accept the Software License Agreement.

  5. When prompted, select your printer, and then click Continue.

  6. When prompted, select the installation option, and then click Install.

    NOTE: The HP Recommended software provides full support for your printer.

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

Step four: Attempt to print or scan

Try to print or scan a document again. 

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.

OS X 10.7 LionOS X 10.7 Lion

Solution one: Check the Ethernet cable and connection

  Follow these steps to inspect the Ethernet cable.

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

    Figure 1: Ethernet cable (do not use a phone cable)
    Ethernet_cable_example 
     

  2. Make sure that the Ethernet cable connects to the Ethernet jack and not a phone jack. The Ethernet icon (Ethernet_icn) marks the correct jack.

  3. Make sure that the Ethernet cable connects securely to the product, the computer, and any other devices, such as a router, it connects to.
     
    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.

  4. Attempt to print or scan.

    If this did not resolve your issue, continue to the next solution.

Solution two: Restart all network devices and add the product to the network

 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.

  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.

    • 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.

  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.

Solution three: Reinstall the HP software

Step one: Uninstall the software

 Which uninstall method should I choose?

  • If you installed the HP software by downloading it from the HP website or by using the software CD, use the Scrubber: The Scrubber is the most thorough software removal process for HP software and drivers installed on a Mac. However, the Scrubber removes all HP software and drivers. If you have more than one HP printer, this method removes the software and drivers for each printer.

  • If you installed the HP software by using Apple Software Update (ASU), manually uninstall the software: This method removes only the software and drivers for the printer you select.

Method one: Uninstall using the Scrubber
CAUTION: The Scrubber removes all HP printers and related software from your computer. If you use more than one HP printer, this method will uninstall all of them.
 
  1. Open Finder, and then go to Applications/Hewlett-Packard/HP Uninstaller. A list of installed HP products displays.

  2. Select your printer from the list of products.

  3. Press and hold the Ctrl, Opt, and Apple keys and simultaneously click Uninstall. A message confirming if you want to uninstall all HP software displays.

  4. Authenticate with your username and password.

  5. When the Scrubber completes, click Finish.

Method two: Manually uninstall

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer. 
 
I used the CD to install the printer software, or I downloaded and installed the Full Feature software from HP.com

 

  1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

  2. Click the Hewlett-Packard folder.

  3. Double-click the HP Uninstaller, and then click Continue.

  4. Select the printer to uninstall, and then click Uninstall.

  5. When prompted, type the Administrator name and Password, and then click OK.

  6. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

    NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.  

     

 I used Apple Software Updates to install the printer software

 

  1. From the computer desktop, double-click the Macintosh HD icon.

  2. Double-click the Library folder.

  3. Double-click the Printers folder.

  4. Right-click the HP folder, and then select Move to Trash.

  5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

  6. Double-click the PPDs folder.

  7. Double-click the Contents folder.

  8. Double-click the Resources folder.

  9. Find your printer in the printer list, right-click on your printer, and then select Move to Trash.

  10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for authentication to complete.

  11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.

    NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.

  12. On the upper-left corner of the computer desktop, click the Apple icon (Apple_icon_black_white), and then click System Preferences.

  13. Double-click Print & Scan.

  14. In the Printers list, click your printer, and then click the Minus button (Minus_button_mac) to delete it.

Step two: Prepare for installation

 

Choose which software installation method to use.

Method one: Download and install the software from the HP website.

The current full-feature HP software package for your product is available on the HP Software & Driver Downloads page. The download includes the HP print driver, HP Utility, and HP Installer to walk you through the installation steps. Depending on your product, the download might also include HP Scan software and the HP fax driver.
HP recommends this installation method for all new and older products.
Additionally, HP recommends that you use this installation method in the following cases:

  • You no longer have the product software CD

  • You updated your operating system to a version that released after your HP product released

NOTE: Updated full-feature HP software might not be immediately available on the HP Software & Driver Downloads page after the public release of a new operating system. A release delay might be required for full testing and quality assurance of the final version of the operating system. If the software is not available, you can download the latest software using Apple Software Updates.

Method two: Install the software with Apple Software Update.

Apple Software Updates is a quick and easy software download method available directly through the Mac operating system.
You do not need to download a driver from the HP Software & Driver Downloads page if you use Apple Software Updates.
This download method includes the HP print driver. Depending on your product, the download might also include HP Utility, scanning software, and the HP fax driver.

NOTE: If your product supports scanning, the software that you use to scan might be different than the software you used before installing Snow Leopard. Depending on your product driver update, use Preview, Image Capture, or the Scan icon from the print queue to scan.

Additionally, HP recommends that you use this installation method in the following cases:

  • You no longer have the product software CD

  • The updated full-feature HP software is not immediately available on the HP Software and Drivers page after the public release of a new operating system

  • You updated your operating system to a new version that released after your HP product released

  • You are doing a first time install of a new version Mac OS on a new Mac

  • You already installed HP software on a Mac running an earlier version of Mac OS and have updated to a new version of Mac OS

Method three: Install the software using the product CD.

Installing with the product CD is a quick and easy method. The CD includes the HP print driver, HP Utility, and HP Installer to walk you through the installation steps. Depending on your product, the CD might also include HP Scan software and the HP fax driver. This software is current to the date of the product release. 


Important: If you try installing the product on a computer running a newer version of the operating system that released AFTER your HP product released, the CD installation method might not work. Visit HP Software & Driver Downloads to install the latest product software for the newer operating system.

Step three: Install the software

Choose one of the following methods to install the software.

Method one: Download and install the software from the HP website

 Follow these steps to download the software from the HP website. HP recommends this installation method for all printers.

  1. Turn on the printer.

  2. Click this link: Get Software and Drivers.

  3. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions.

 If prompted to enter your product in the window.
  1. Type your printer number in the window.

  2. Click Next. If necessary click your model in a list of similar printer.

  3. Click Software and Driver Downloads.

  4. Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  5. Click Next, and then continue to the next step.

 If prompted to select your operating system.

  1. Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  2. Click Next, and then continue to the next step.

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

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

  5. Click the option that you want to download. A page opens with more information about that option and the specific items that it includes.
     
    NOTE: HP recommends the Full Feature type of download, if available, to take advantage of all your printer features.

  6. Click Download. If your browser opens a new dialog box, you might also need to click Save or Save File. The file downloads to your computer, and the HP Software window opens automatically.
     
    NOTE: If the HP Software window does not open, double-click the HP Software icon on the desktop.

    Figure 2: Example of an HP Software icon 
    HP_software_icon_mac 

  7. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 3: Example of an HP Installer icon 
    HP_installer_icon_mac
     

  8. Double-click the disk image file.

  9. Double-click the HP Installer icon. The HP Installer program opens.

  10. When prompted, select your printer, and then click Continue.

  11. Follow the on-screen instructions to complete the installation.

Method two: Install the software with Apple Software Update
  1. Connect the USB cable to the product and to any USB port on the computer.

  2. The computer automatically detects the product, and then prompts you to install the HP software package with Apple Software Updates.

  3. Follow the on-screen instructions to download and install the software, and add the product to the queue.

Can I install updated HP software with Apple Software Update at a later date?

 

HP might provide an update to your printer software after it releases. You can use Apple Software Update at any time to make sure that your drivers and software are up to date. Follow these steps to update the software.

  1. Important : Check the following prerequisites before continuing with the installation:


    • Turn on your HP product, if it is not already on.

    • Turn on your Mac, if it is not already on.

    • Connect the HP product to the Mac with a USB cable or make sure that there is an existing print queue for your HP product.

      NOTE: If you get a prompt to download software, click Not Now, and then continue with these instructions.

  2. Click the Apple menu (Apple_icon_black_white), and then click Software Update. Software Update checks for available updates.

  3. In the Software Update window, if you see an available HP software update, select it and then click Install.
     
    NOTE: Install all available HP software updates for best product performance and functionality.

  4. When prompted, enter your administrator account name and password.

  5. After the software updates complete, restart the computer (if required).   

Method three: Install the software with the product CD

Important: Depending on the release date of your printer, the product CD might not be supported in Mac OS X 10.6. To make sure that you install the most current software, HP recommends that you use the method in this document to download and install the software from the HP website.

  1. Insert the printer CD into the CD drive of the computer.

  2. Double-click the HP software disc icon that displays on the desktop. The HP Software window opens.

    Figure 4: Example of an HP Software icon
    HP_software_icon_mac 

  3. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 5: Example of an HP Installer icon
    HP_installer_icon_mac
     

  4. Click Continue, and then click Agree to accept the Software License Agreement.

  5. When prompted, select your printer, and then click Continue.

  6. When prompted, select the installation option, and then click Install.

    NOTE: The HP Recommended software provides full support for your printer.

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

Step four: Attempt to print or scan

Try to print or scan a document again. 

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.

OS X 10.8 LionOS X 10.8 Lion

Solution one: Check the Ethernet cable and connection

  Follow these steps to inspect the Ethernet cable.

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

    Figure 1: Ethernet cable (do not use a phone cable)
    Ethernet_cable_example 
     

  2. Make sure that the Ethernet cable connects to the Ethernet jack and not a phone jack. The Ethernet icon (Ethernet_icn) marks the correct jack.

  3. Make sure that the Ethernet cable connects securely to the product, the computer, and any other devices, such as a router, it connects to.
     
    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.

  4. Attempt to print or scan.

    If this did not resolve your issue, continue to the next solution.

Solution two: Restart all network devices and add the product to the network

 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.

  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.


    • 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.

  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.

Solution three: Reinstall the HP software

Step one: Uninstall the software

Which uninstall method should I choose?

  • If you installed the HP software by downloading it from the HP website or by using the software CD, use the HP Uninstaller: The HP Uninstaller will automatically remove all of the HP printer software from your computer. This method removes multiple printers.

  • If you installed the HP software by using Apple Software Update (ASU), manually uninstall the software: This method removes only the software and drivers for the printer you select.

Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer. 
 
I used the CD to install the printer software, or I downloaded and installed the Full Feature software from HP.com

 

  1. Open Finder, and then click Applications in the left pane.

  2. Click the Hewlett-Packard folder, and then double-click HP Uninstaller.

    NOTE: If the Hewlett-Packard folder is not listed in Applications, continue to the next method to uninstall software downloaded from Apple Software Update.

  3. Follow the instructions to uninstall the HP software. Repeat these steps until the Hewlett-Packard folder is no longer listed in Applications.

 

I used Apple Software Updates to install the printer software

 

  1. From the menu bar, click Go, and then click Go to folder.

  2. Type "Library," and then click Go.

  3. Open the Printers folder.

  4. Open the PPDs folder.

  5. Open the Contents folder.

  6. Open the Resources folder, and then delete any items that begin with HP.

Step two: Install the software

Choose one of the following methods to install the software.

Method one: Download and install the software from the HP website

 Follow these steps to download the software from the HP website. HP recommends this installation method for all printers.

  1. Turn on the printer.

  2. Click this link: Get Software and Drivers.

  3. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions.

 If prompted to enter your product in the window.
  1. Type your printer number in the window.

  2. Click Next. If necessary click your model in a list of similar printer.

  3. Click Software and Driver Downloads.

  4. Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  5. Click Next, and then continue to the next step.

 If prompted to select your operating system.

  1.  Click the drop-down arrow (Drop-down_arrow), and then click your operating system.

  2. Click Next, and then continue to the next step.

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

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

  5. Click the option that you want to download. A page opens with more information about that option and the specific items that it includes.
     
    NOTE: HP recommends the Full Feature type of download, if available, to take advantage of all your printer features.

  6. Click Download. If your browser opens a new dialog box, you might also need to click Save or Save File. The file downloads to your computer, and the HP Software window opens automatically.
     
    NOTE: If the HP Software window does not open, double-click the HP Software icon on the desktop.

    Figure 1: Example of an HP Software icon 
    HP_software_icon_mac
     

  7. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 2: Example of an HP Installer icon 
    HP_installer_icon_mac
     

  8. Double-click the disk image file.

  9. Double-click the HP Installer icon. The HP Installer program opens.

  10. When prompted, select your printer, and then click Continue.

  11. Follow the on-screen instructions to complete the installation.

Method two: Install the software with Apple Software Update
  1. Connect the USB cable to the product and to any USB port on the computer.

  2. The computer automatically detects the product, and then prompts you to install the HP software package with Apple Software Updates.

  3. Follow the on-screen instructions to download and install the software, and add the product to the queue.

 
Can I install updated HP software with Apple Software Update at a later date?

 

HP might provide an update to your printer software after it releases. You can use Apple Software Update at any time to make sure that your drivers and software are up to date. Follow these steps to update the software. 

  1. Click the Apple menu (Apple_icon_black_white), and then click Software Update. Software Update checks for available updates.

  2. Click Show Details, select any available HP software updates, and then click Install.
     
    NOTE: Install all available HP software updates for best product performance and functionality.

  3. When prompted, enter your administrator account name and password.

  4. After the software updates complete, restart the computer (if required).

    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.  

Method three: Install the software with the product CD

Important: Depending on the release date of your printer, the product CD might not be supported in Mac OS X 10.6. To make sure that you install the most current software, HP recommends that you use the method in this document to download and install the software from the HP website.

  1. Insert the printer CD into the CD drive of the computer.

  2. Double-click the HP software disc icon that displays on the desktop. The HP Software window opens.

    Figure 3: Example of an HP Software icon
    HP_software_icon_mac
     

  3. Double-click the HP Installer icon. The Welcome to the HP Installer window opens.

    Figure 4: Example of an HP Installer icon
    HP_installer_icon_mac 

  4. Click Continue, and then click Agree to accept the Software License Agreement.

  5. When prompted, select your printer, and then click Continue.

  6. When prompted, select the installation option, and then click Install.

    NOTE: The HP Recommended software provides full support for your printer.

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

Step three: Try to print or scan

Try to print or scan a document. 

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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