Wireless Printer Installation Troubleshooting

Choose your operating system below to receive customized troubleshooting guidance.

WindowsWindows

Follow these steps to troubleshoot problems when installing a printer on a wireless network.

NOTE: Microsoft designed the Windows 8 interface for use with touchscreen monitors. In some areas of this document, the instructions direct you to "click" an element on the screen. In Windows 8, users with touchscreens can also tap those elements to perform the task.

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

NOTE: The HP Printer Install Wizard is only available on Windows 7 and Windows 8.

Step one: Print a test page

If you have problems setting up your printer, the first thing to do is print a Network Configuration page and Wireless Network Test report (if the printer has a wireless network connection) from the printer control panel. Consult your manual for instructions.

This information will allow you to troubleshoot the installation. Also, have your wireless router's network name (SSID) and, if your wireless network uses either WEP or WPA security, the wireless password.

Step two: Determine if your printer is connected to your wireless router

Refer to the Network Configuration page or Wireless Network Test report and check the following:

Step three: If your printer is connected to your wireless router, but you cannot print (and/or scan)

  1. Download and run HP's Print and Scan Doctor. See the TROUBLSHOOTING TOOLS section on this page for a link to the utility.

  2. Make sure your operating system is current. (In Windows, use Windows Update. For Mac OS, use Software Update.)

  3. Make sure that your computer is free from viruses, malware, etc.

  4. Make sure your computer is not connected through a VPN (Virtual Private Network). You cannot access devices on your wireless network while connected to a VPN.

  5. Disable your operating system's firewall and your security system's firewall and re-test.
    If this fixes the problem, open ports in the firewall. See the firewall manufacturer for more information.

  6. Download and install the latest software for your specific printer and operating system from Get Software and Drivers.
    It is important that you download the software specific to your HP printer model. The software shipped on your CD may have been updated since it was created. If you are reinstalling or uninstalling, use the HP Uninstall software to remove previous software installations or partial installations first.

  7. Look for software updates for your specific software while you are the Software and Driver web site.

Additional HP diagnostic toolsAdditional HP diagnostic tools

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


Mac OS X 10.6 Snow LeopardMac OS X 10.6 Snow Leopard

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

Introduction

The following solutions contain general troubleshooting steps to help you restore the wireless connection on your HP product.

 
Solution one: Verify your network configuration

To troubleshoot wireless connectivity issues, first print a network configuration page or a wireless network test report from the control panel on your HP product. Follow these steps to obtain instructions for printing a network configuration page (or wireless network test report) that are specific to your product:
  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "network configuration page" or "wireless network test" to find a document containing the specific steps for your product.

    NOTE: You might also find the steps in the product user guide. From the product support page, click Manuals to view a list of the available guides for your HP product, and then click on a guide to open and view it.

After you have printed a network configuration page or wireless network test report, check for the following:

  • Does the network configuration page or wireless network test report indicate any problems? If so, follow the recommendations on the report to try to resolve the issue.

  • Do the reports indicate that the HP product is connected to your wireless network? The network name that the HP product is connected to shows on the network configuration page or the wireless network test report.

    NOTE: Make sure that the product is connected to the correct wireless network, and not another wireless network in the area (such as your neighbor's).
  • Compare the HP product's IP address to the gateway IP address. They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check to see if the wireless light on the HP product control panel is illuminated, or refer to the wireless network test report to see if it indicates that the wireless radio is off. Are there any unexpected blinking lights or error messages on the HP product control panel? Consult the HP product user guide for information on troubleshooting errors or blinking lights. Visit HP Customer Care , type your product number in the search field, and then browse for the appropriate support document or the user guide to troubleshoot the issue.
  • Check the network configuration page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show a good signal strength? Make sure that your network is listed, and that your network shows a strong signal.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

    • If your HP product is not connected to your wireless network, continue to the next solution.

    • If your HP product is connected to your wireless network, move onto the next solution.

Solution two: Restart your HP product, wireless router, and computer.

 
Follow these steps to reset your HP printer, your wireless router, and your computer.

  1. Press the Power button on the HP printer to turn it off.

  2. Disconnect the power cord from the rear of the HP printer.

  3. Disconnect the power cord from the wireless router.

  4. Turn off the computer.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the wireless router.

  7. Wait 30 seconds, or until the router is fully on and ready.

  8. Turn the computer back on.

  9. Wait for the computer to reload.

  10. Reconnect the power cord to the rear of the HP printer.

  11. Turn the printer back on.

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 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.

  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 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 four: Attempt to print or scan

Try to print or scan a document again. 

Solution four: Perform a product update from the printer control panel

 
Perform a product update to ensure that Web Services are up to date on your product, including all ePrint apps so that they are available for scheduled prints. The steps for performing a product update vary depending on which type of HP product that you have. Follow these steps to find instructions on how to perform a product update from the control panel on your HP product.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "product updates" or "getting product updates" to find a document containing the specific steps for performing a product update on your HP product.

Solution five: Download any firmware updates for your HP printer

A firmware update might help to resolve wireless connectivity issues. Firmware updates are available for download on the Web. Follow these steps to obtain a firmware update for your product:
 
NOTE: Firmware updates are different from product updates (that were referenced in the previous step). Make sure to perform both types of updates to guarantee that your HP product has the most up-to-date functionality.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products. The product support page displays.

  3. Click Software & Driver Downloads, select your operating system, and then click Next.

  4. Click the Plus sign (Plus Sign) next to Firmware to view the firmware updates.

  5. Click the firmware update, and then follow the on-screen instructions to download and install the firmware.

Solution six: Reconnect your printer to the wireless network

For general information on reconnecting your HP product to a wireless network, refer to these steps for preparing your wireless printer. Or, for instructions to install your HP product on a wireless network, visit HP Customer Care. On HP Customer Care, type your product number in the search field, and then browse for the appropriate support document for installing your HP product on a wireless network.

Solution seven: Assign your HP product a static IP address

If your computer regularly loses communication with your wireless HP product, it can help to give the HP product a static IP address. This address will not change over time and your computer might have an easier time recognizing the HP product after long periods of printer inactivity.


Follow these steps to assign a static IP address to your HP product.

  • Refer to the network configuration page or the wireless network test report that you printed in Step one, and locate the IP address of the HP product.

  • Open a new Internet browser window, and type the IP address of the HP product in the browser's address bar, and then press Enter. A web page displays, showing the internal settings of the HP product.

  • Click the Networking tab, click the Wireless tab, and then click the IPv4 tab. (Your menu path might be slightly different, depending on your HP product model.) A new settings page displays.

  • On the page that displays, make the following changes:

  1. Set a Manual IP: Your wireless router automatically sets an IP address within a specific range (called the DHCP range). If you know what the DHCP range is, set an IP address in which the last set of numbers is outside that range, but no higher than 254. Keep the first three sets of numbers the same. If you do not know the DHCP range, select a fairly high IP address, like 250 (again, for the last set of numbers). To learn about your router's DHCP range, contact your Internet Service Provider (ISP) or wireless router manufacturer.

  2. Set subnet address: Use 255.255.255.0, unless you know that it is different, in which case you should use that number.

  3. Set the gateway address and the first DNS : Enter your router's IP (can be found on the network configuration page or the wireless network test report).
     
    NOTE: Leave the second DNS field blank.

  • Click Apply. The screen will not refresh. If you changed the HP product's IP address from what you typed into your Internet browser, you will have to type in the new IP address to access the HP product. If you did not change the HP product's IP address, wait 30 seconds after clicking Apply, and then click the Refresh button in your browser.

  • Print another network configuration page (or wireless network test report) from the control panel on your HP product to verify that the product's IP address is what you assigned.

  • Turn off the wireless router. If the wireless router does not have a power button, disconnect the power cord on the router to turn it off.

  • Press the Power button on the HP printer to turn it off.

  • Turn the wireless router back on. If the wireless router does not have a power button, reconnect the power cord to the router to turn it on.

  • Press the Power button on the HP printer to turn it on again.

OS X 10.7 LionOS X 10.7 Lion

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

Introduction

The following solutions contain general troubleshooting steps to help you restore the wireless connection on your HP product.

Solution one: Verify your network configuration

To troubleshoot wireless connectivity issues, first print a network configuration page or a wireless network test report from the control panel on your HP product. Follow these steps to obtain instructions for printing a network configuration page (or wireless network test report) that are specific to your product:
  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "network configuration page" or "wireless network test" to find a document containing the specific steps for your product.

    NOTE: You might also find the steps in the product user guide. From the product support page, click Manuals to view a list of the available guides for your HP product, and then click on a guide to open and view it.

After you have printed a network configuration page or wireless network test report, check for the following:

  • Does the network configuration page or wireless network test report indicate any problems? If so, follow the recommendations on the report to try to resolve the issue.

  • Do the reports indicate that the HP product is connected to your wireless network? The network name that the HP product is connected to shows on the network configuration page or the wireless network test report.

    NOTE: Make sure that the product is connected to the correct wireless network, and not another wireless network in the area (such as your neighbor's).
  • Compare the HP product's IP address to the gateway IP address. They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check to see if the wireless light on the HP product control panel is illuminated, or refer to the wireless network test report to see if it indicates that the wireless radio is off. Are there any unexpected blinking lights or error messages on the HP product control panel? Consult the HP product user guide for information on troubleshooting errors or blinking lights. Visit HP Customer Care , type your product number in the search field, and then browse for the appropriate support document or the user guide to troubleshoot the issue.

  • Check the network configuration page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show a good signal strength? Make sure that your network is listed, and that your network shows a strong signal.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

    • If your HP product is not connected to your wireless network, continue to the next solution.

    • If your HP product is connected to your wireless network, move onto the next solution.

Solution two: Restart your HP product, wireless router, and computer.

 
Follow these steps to reset your HP printer, your wireless router, and your computer.

  1. Press the Power button on the HP printer to turn it off.

  2. Disconnect the power cord from the rear of the HP printer.

  3. Disconnect the power cord from the wireless router.

  4. Turn off the computer.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the wireless router.

  7. Wait 30 seconds, or until the router is fully on and ready.

  8. Turn the computer back on.

  9. Wait for the computer to reload.

  10. Reconnect the power cord to the rear of the HP printer.

  11. Turn the printer back on.

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 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. 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 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 four: Try to print or scan

Try to print or scan a document again. 

Solution four: Perform a product update from the printer control panel

 
Perform a product update to ensure that Web Services are up to date on your product, including all ePrint apps so that they are available for scheduled prints. The steps for performing a product update vary depending on which type of HP product that you have. Follow these steps to find instructions on how to perform a product update from the control panel on your HP product.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "product updates" or "getting product updates" to find a document containing the specific steps for performing a product update on your HP product.

Solution five: Download any firmware updates for your HP printer

A firmware update might help to resolve wireless connectivity issues. Firmware updates are available for download on the Web. Follow these steps to obtain a firmware update for your product:
 
NOTE: Firmware updates are different from product updates (that were referenced in the previous step). Make sure to perform both types of updates to guarantee that your HP product has the most up-to-date functionality.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products. The product support page displays.

  3. Click Software & Driver Downloads, select your operating system, and then click Next.

  4. Click the Plus sign (Plus Sign) next to Firmware to view the firmware updates.

  5. Click the firmware update, and then follow the on-screen instructions to download and install the firmware.

Solution six: Reconnect your printer to the wireless network

For general information on reconnecting your HP product to a wireless network, refer to these steps for preparing your wireless printer. Or, for instructions to install your HP product on a wireless network, visit HP Customer Care. On HP Customer Care, type your product number in the search field, and then browse for the appropriate support document for installing your HP product on a wireless network.

Solution seven: Assign your HP product a static IP address

If your computer regularly loses communication with your wireless HP product, it can help to give the HP product a static IP address. This address will not change over time and your computer might have an easier time recognizing the HP product after long periods of printer inactivity.


Follow these steps to assign a static IP address to your HP product.

  • Refer to the network configuration page or the wireless network test report that you printed in Step one, and locate the IP address of the HP product.

  • Open a new Internet browser window, and type the IP address of the HP product in the browser's address bar, and then press Enter. A web page displays, showing the internal settings of the HP product.

  • Click the Networking tab, click the Wireless tab, and then click the IPv4 tab. (Your menu path might be slightly different, depending on your HP product model.) A new settings page displays.

  • On the page that displays, make the following changes:

  1. Set a Manual IP: Your wireless router automatically sets an IP address within a specific range (called the DHCP range). If you know what the DHCP range is, set an IP address in which the last set of numbers is outside that range, but no higher than 254. Keep the first three sets of numbers the same. If you do not know the DHCP range, select a fairly high IP address, like 250 (again, for the last set of numbers). To learn about your router's DHCP range, contact your Internet Service Provider (ISP) or wireless router manufacturer.

  2. Set subnet address: Use 255.255.255.0, unless you know that it is different, in which case you should use that number.

  3. Set the gateway address and the first DNS : Enter your router's IP (can be found on the network configuration page or the wireless network test report).
     
    NOTE: Leave the second DNS field blank.

  • Click Apply. The screen will not refresh. If you changed the HP product's IP address from what you typed into your Internet browser, you will have to type in the new IP address to access the HP product. If you did not change the HP product's IP address, wait 30 seconds after clicking Apply, and then click the Refresh button in your browser.

  • Print another network configuration page (or wireless network test report) from the control panel on your HP product to verify that the product's IP address is what you assigned.

  • Turn off the wireless router. If the wireless router does not have a power button, disconnect the power cord on the router to turn it off.

  • Press the Power button on the HP printer to turn it off.

  • Turn the wireless router back on. If the wireless router does not have a power button, reconnect the power cord to the router to turn it on.

  • Press the Power button on the HP printer to turn it on again.

OS X 10.8 Mountain LionOS X 10.8 Mountain Lion

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

Introduction

The following solutions contain general troubleshooting steps to help you restore the wireless connection on your HP product.

Solution one: Verify your network configuration

To troubleshoot wireless connectivity issues, first print a network configuration page or a wireless network test report from the control panel on your HP product. Follow these steps to obtain instructions for printing a network configuration page (or wireless network test report) that are specific to your product:
  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "network configuration page" or "wireless network test" to find a document containing the specific steps for your product.

    NOTE: You might also find the steps in the product user guide. From the product support page, click Manuals to view a list of the available guides for your HP product, and then click on a guide to open and view it.

After you have printed a network configuration page or wireless network test report, check for the following:

  • Does the network configuration page or wireless network test report indicate any problems? If so, follow the recommendations on the report to try to resolve the issue.

  • Do the reports indicate that the HP product is connected to your wireless network? The network name that the HP product is connected to shows on the network configuration page or the wireless network test report.

    NOTE: Make sure that the product is connected to the correct wireless network, and not another wireless network in the area (such as your neighbor's).

  • Compare the HP product's IP address to the gateway IP address. They should have a similar format. For example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5. If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check to see if the wireless light on the HP product control panel is illuminated, or refer to the wireless network test report to see if it indicates that the wireless radio is off. Are there any unexpected blinking lights or error messages on the HP product control panel? Consult the HP product user guide for information on troubleshooting errors or blinking lights. Visit HP Customer Care , type your product number in the search field, and then browse for the appropriate support document or the user guide to troubleshoot the issue.

  • Check the network configuration page for a list of all the wireless networks detected in your area. Is your network listed? Does your network show a good signal strength? Make sure that your network is listed, and that your network shows a strong signal.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

    • If your HP product is not connected to your wireless network, continue to the next solution.

    • If your HP product is connected to your wireless network, move onto the next solution.

Solution two: Restart your HP product, wireless router, and computer.

 
Follow these steps to reset your HP printer, your wireless router, and your computer.

  1. Press the Power button on the HP printer to turn it off.

  2. Disconnect the power cord from the rear of the HP printer.

  3. Disconnect the power cord from the wireless router.

  4. Turn off the computer.

  5. Wait 30 seconds.

  6. Reconnect the power cord to the wireless router.

  7. Wait 30 seconds, or until the router is fully on and ready.

  8. Turn the computer back on.

  9. Wait for the computer to reload.

  10. Reconnect the power cord to the rear of the HP printer.

  11. Turn the printer back on.

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: Attempt to print or scan

Try to print or scan a document. 

Solution four: Perform a product update from the printer control panel

 
Perform a product update to ensure that Web Services are up to date on your product, including all ePrint apps so that they are available for scheduled prints. The steps for performing a product update vary depending on which type of HP product that you have. Follow these steps to find instructions on how to perform a product update from the control panel on your HP product.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products.
    The product support page displays.

  3. In the search box, type "product updates" or "getting product updates" to find a document containing the specific steps for performing a product update on your HP product.

Solution five: Download any firmware updates for your HP printer

 A firmware update might help to resolve wireless connectivity issues. Firmware updates are available for download on the Web. Follow these steps to obtain a firmware update for your product:
 
NOTE: Firmware updates are different from product updates (that were referenced in the previous step). Make sure to perform both types of updates to guarantee that your HP product has the most up-to-date functionality.

  1. Click this link, HP Customer Care, to go to the HP Customer Care Support page.

  2. Type your product number in the search field, and then click Next. You might also need to click your model in a list of similar products. The product support page displays.

  3. Click Software & Driver Downloads, select your operating system, and then click Next.

  4. Click the Plus sign (Plus Sign) next to Firmware to view the firmware updates.

  5. Click the firmware update, and then follow the on-screen instructions to download and install the firmware.

Solution six: Reconnect your printer to the wireless network

For general information on reconnecting your HP product to a wireless network, refer to these steps for preparing your wireless printer. Or, for instructions to install your HP product on a wireless network, visit HP Customer Care. On HP Customer Care, type your product number in the search field, and then browse for the appropriate support document for installing your HP product on a wireless network.

Solution seven: Assign your HP printer a static IP address

If your computer regularly loses communication with your wireless HP printer, it can help to give the HP product a static IP address. This address will not change over time and your computer might have an easier time recognizing the HP printer after long periods of printer inactivity.


Follow these steps to assign a static IP address to your HP printer.

  • Refer to the network configuration page or the wireless network test report that you printed in Step one, and locate the IP address of the HP printer.

  • Open a new Internet browser window, and type the IP address of the HP printer in the browser's address bar, and then press Enter. A web page displays, showing the internal settings of the HP product.

  • Click the Networking tab, click the Wireless tab, and then click the IPv4 tab. (Your menu path might be slightly different, depending on your HP product model.) A new settings page displays.

  • On the page that displays, make the following changes:

  1. Set a Manual IP: Your wireless router automatically sets an IP address within a specific range (called the DHCP range). If you know what the DHCP range is, set an IP address in which the last set of numbers is outside that range, but no higher than 254. Keep the first three sets of numbers the same. If you do not know the DHCP range, select a fairly high IP address, like 250 (again, for the last set of numbers). To learn about your router's DHCP range, contact your Internet Service Provider (ISP) or wireless router manufacturer.

  2. Set subnet address: Use 255.255.255.0, unless you know that it is different, in which case you should use that number.

  3. Set the gateway address and the first DNS : Enter your router's IP (can be found on the network configuration page or the wireless network test report).
     
    NOTE: Leave the second DNS field blank.

  • Click Apply. The screen will not refresh. If you changed the HP product's IP address from what you typed into your Internet browser, you will have to type in the new IP address to access the HP product. If you did not change the HP product's IP address, wait 30 seconds after clicking Apply, and then click the Refresh button in your browser.

  • Print another network configuration page (or wireless network test report) from the control panel on your HP product to verify that the product's IP address is what you assigned.

  • Turn off the wireless router. If the wireless router does not have a power button, disconnect the power cord on the router to turn it off.

  • Press the Power button on the HP printer to turn it off.

  • Turn the wireless router back on. If the wireless router does not have a power button, reconnect the power cord to the router to turn it on.

  • Press the Power button on the HP printer to turn it on again.

Additional steps for troubleshooting wireless connectivity issuesAdditional steps for troubleshooting wireless connectivity issues

If you continue to experience wireless connectivity issues with your HP product after trying all of the previous steps, try these additional troubleshooting steps:

  • Make sure that your operating system has the most current updates. For Mac OS X users, run the Software Update.

  • Make sure that your computer is free from viruses, malware, etc.

  • Download and install the latest software for your specific HP product and operating system. Visit HP Customer Care , type your product number in the search field, click Software & Driver Downloads, select your operating system, and then select the software to download and install.

    NOTE: It is important that you download the software specific to your HP printer model. The software shipped on your CD may have been updated since it was created. If you are reinstalling or uninstalling, use the HP Uninstall software to remove previous software installations or partial installations first.

 
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If you are still experiencing an error related to wireless setup, visit HP's Wireless Printing Center. You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.

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