Wireless printing center

Frequently asked questions

Wireless connection issues

Will setting a manual (or static IP) address on my printer keep my computer from losing communication with my wireless printer?

If your network router changes the printer’s IP address, the printer software installed on your computer may not get updated with the new IP address when trying to print. It can help to give the printer a manual (or static) IP address. Once set, this address will not change unless you change it. Once you set the manual IP address on the printer, you may need to use the Update IP Address utility from the HP printer software or uninstall and reinstall the software if the printer is not detected automatically when printing.

To give your printer a static IP address:

  1. From the control panel of your printer, print a Network Configuration page and Wireless Network Test report, and write down your printer's IP address. Compare the printer's IP address to the gateway IP address (which is the IP address of your router). 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 is not connected to your wireless network.
  2. Type the printer's IP address into your Internet browser's address bar, and press Return. The Printer Home Page should appear, displaying the printer's internal settings.
  3. Choose the Networking tab, then the Wireless tab, then the IPv4 tab (your menu path may be slightly different, depending on the model).
  4. On the page that appears, do the following:
    • 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.
    • For the subnet address, use 255.255.255.0, unless you know that it is different, in which case you should use that number.
    • For the gateway address and the first DNS, enter your router's IP (it is on the Network Configuration and Wireless Network Test reports). Leave the second DNS field blank.
  5. Click Apply. The screen will not refresh. If you changed the printer's IP address from what you typed into your Internet browser, you will have to type in the new IP address into your browser to access the printer. If you did not change your printer's IP address, wait 30 seconds after clicking Apply, and then click the Refresh button in your browser. Print another Network Configuration page from your printer to verify its IP address is what you assigned.
  6. Turn off both the wireless router and printer
  7. Restart the wireless router.
  8. After the wireless router restarts, restart the printer.

If you changed your printer's IP address, then there may be an additional step needed, depending on your printer model (and only for Windows users):

  1. Windows XP, Windows Vista or Windows 7:
    • Start -> Programs -> HP -> {your printer model} -> Update IP Address
  2. Windows 8:
    • Launch the Printer Software from the Start screen (icon for the printer model name) or from the tile named for your printer.
    • Select (click or touch) Utilities on the top of the Printer Software screen
    • Select Update IP Address
  3. If this entry exists, click it and enter the new manual IP Address that you created.

How do I set up my printer with an Internet Service Provider (ISP)-provided router?

If your router is provided by your ISP, you may have problems connecting your wireless printer to it. To connect a wireless printer with a ISP-provided router:

  1. Unplug the Internet cable that runs between the router and the wall.
  2. Remove the router’s power cord, wait 30 seconds, then reconnect the power cord.
  3. Connect the printer to the router using one of the three methods described in "Connecting your wireless printer". Try using the method you have previously attempted.
  4. From the control panel of your printer, print a Network Configuration page to locate the IP address of the printer. Consult your manual for details.
    • Compare the printer's IP address to the router's IP address. They should have a similar format (for example, the router's 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 is not connected to your wireless network.
  5. Type the printer IP address (like 192.168.1.5) into a browser (like Internet Explorer) to verify that it is connected. You should see the Printer's Homepage.
  6. Plug the Internet cable back into the router, restart the router and test your printer's connection.

How do I improve a weak signal from my wireless router?

In some cases your wireless printer may not be receiving a strong enough signal from your wireless network. The following solutions may help:

  • Proximity: Move the printer and wireless router closer to each other. On some models of wireless routers you can try adjusting the position of the antennas.
  • Obstructions: When choosing a location for your wireless router or wireless printer, avoid having the following items between the wireless router and wireless printer: long distances, walls, floors, other wireless devices (like cordless phones), and large appliances.
  • Wireless channel: Consider changing your wireless router's channel to 1, 6 or 11.
  • Network extension: You can extend the range of your wireless router's signal by adding a wireless access point. This is a device that shares the wireless settings with your wireless router and extends the wireless signal range in your home. We recommend buying a wireless access point (sometimes called a range extender) from the manufacturer of your wireless router.

What is MAC Address filtering and how does it work with my printer?

All network devices have a MAC (Media Access Control) address that uniquely identifies the device. This address is permanent and is assigned when the device is manufactured. An IP address also uniquely identifies a device on a given network, but is assigned by the wireless router and can change over time.

MAC address filtering is a method of securing your wireless network. If MAC address filtering is turned on, only devices whose MAC addresses are listed will be allowed onto your wireless network. This method is not recommended, however, because those seeking unwanted access to your network can easily obtain your MAC addresses and use them to gain access.

MAC address filtering is part of the configuration of your wireless router. To turn MAC address filtering on or off, or to add a device to the filter list, you need to access your wireless router configuration settings. For instructions on how to access your wireless router configuration settings, see your wireless router documentation or contact the manufacturer.

Once you access your wireless router configuration settings, you will need to do one of the following:

  • Turn off or disable MAC address filtering altogether (recommended).
  • Find your printer's MAC address and add it to the list of devices allowed to access your network.

Many HP wireless printers display the MAC address on the printer's control panel when you press the Wireless button or touch the Wireless icon from the printer's Home screen. If you do not see the printer's MAC address, print either a Wireless Network Test Report or a Network Configuration Page from the control panel of your printer. Either of these reports can usually be printed from the Wireless Settings menu. If your printer does not have a display or does not have an option to print either report, see your printer documentation to find the correct key sequence to print the Wireless Network Test Report or Network Configuration Page.

Printers that have both wireless and Ethernet capability will have a unique MAC address for the wireless network adapter and another for the Ethernet network adapter. If you are using your printer over a wireless connection, add the wireless MAC address. If you are using your printer over an Ethernet connection, add the Ethernet MAC address. If you aren't sure, add both to be safe.

What should I do if I have forgotten my wireless router login?

If you've forgotten your wireless router login to access the router’s configuration page (username and password), check the documentation that came with your wireless router for the default login. If you have never changed the login, then this should work. If you have created your own login and can't remember what it is, then you will have to refer to the wireless router documentation or manufacturer for instructions on how to reset your login. Most wireless routers provide a "reset" button that will restore all wireless router settings to their default state.

Why can’t I use the default network name (SSID) that came with my router?

When you setup your router, it is important to create your own unique network name. If you use the manufacturer’s default name there might be other networks close by using the same name. Your printer or computer might try to connect to the wrong network which will cause connectivity issues.

What should I do if I don't know my wireless network name (SSID)?

If your router is supplied by your Internet Service Provider (ISP), frequently the network name (SSID) is provided on a label attached to the router. You can also retrieve your wireless network name (SSID) from your wireless router. To do this you will need to log into your wireless router’s configuration page by first opening a web browser, such as Internet Explorer, and then entering the IP address of the wireless router in the address field of the browser (in place of http://www...). Consult the documentation that came with your router for the default IP address. You may be prompted for a username and password to log into the wireless router. For the default IP address and login of your wireless router, and further instructions on how to access your wireless router configuration settings, refer to your wireless router documentation or manufacturer.

Why do I not see my network name (SSID) listed when I’m trying to connect my printer to the network?

During wireless setup, when your printer searches for wireless networks in the area, it will display the network names of wireless networks it can detect in your area. If you do not see the name of your wireless network (or SSID) listed, one of the following may be the reason.

  • Your wireless router might be configured to not broadcast the SSID. In this case you will have to manually enter your network name or enable SSID broadcast on your router.
  • Your printer might be too far from your wireless router or access point. Try to bring your printer closer to your wireless router and, as much as possible, keep your wireless router away from walls, especially exterior walls.
  • Your wireless router may not be powered on. If your wireless router is on and reasonably close to your printer, run the search for wireless networks again, because search results can vary due to interference by other electronic devices such as microwaves and cordless phones.

For instructions on how to access your wireless router configuration settings, refer to your wireless router documentation or manufacturer.

What should I do if I don't know my network security password (WEP key or WPA/WPA2 passphrase)?

If your router is supplied by your Internet Service Provider (ISP), frequently the security password is provided on a label attached to the router. You also can retrieve your wireless network security password from your wireless router. To do this you will need to log into your wireless router:

  1. Open a web browser, such as Internet Explorer
  2. In the address field of the browser (in place of http://www...), enter the IP address of the wireless router. You may be prompted for a user ID and password to log into the wireless router. For the default IP address and login of your wireless router, and further instructions on how to access your wireless router configuration settings, refer to your wireless router documentation or manufacturer.

If your computer is uses a Windows operating system and has a wireless connection to your network, you can download (as an “.exe” file) and run the HP Print and Scan Doctor To find your security password, chose the Network tab at the top and “Show advanced Info”. Then select “Show Wireless Info” at the bottom.

Printing and Scanning issues

Why do I have trouble printing even after my printer has been successfully connected to my wireless network?

Your printer may no longer be connected to the network

  • Printer a Wireless Network Test Report from the printers’ control panel to check if there are any connection issues shown at the top of the report.
  • If no issues are shown on the Report, try accessing the Printer’s Homepage. To do this, find the printer’s IP address from the report and type that into a web browser (i.e. Internet Explorer). If you can’t access the Homepage, try power cycling the printer and your router and try again.

Your computer may no longer be connected to the same network as your printer

  • Make sure your computer is connected to the same network as the printer
  • The best way to check this is to open your web browser (for example Internet Explorer) and type the printer's IP address in the address box of the browser (for example, http://192.168.0.5) in order to access the printer's home page (also called an EWS or embedded web server). This web page comes directly from the printer. Being able to open and view this page proves the computer and printer are connected to the same network.

Security software installed on your computer (firewall and anti-virus) may be blocking communication

  • If you are using firewall software on your computer, it may be blocking your attempts to reach other devices on your network. Be sure that if you see pop-up dialogs from your firewall software related to HP programs, you choose to always allow these programs access.
  • See firewall help for more information.

Your computer is connected to a VPN (virtual private network)

  • If your computer uses a VPN connection to access an outside secure network, you may need to first disconnect from the VPN in order to use the printer on your wireless network.

The wireless router is in an improper operating state

  • Sometimes wireless routers can get into an improper operating state and restarting can help. To restart your wireless router, remove the power cord from the wireless router, wait 30 seconds and then plug the power cord back in.

The IP address of the printer may have changed

  • If your printer's IP address changed, the printer’s software may not be able to locate the printer over the network. Perform the steps below to update the software with the changed IP address by using the Update IP Address utility (only for Windows users):

    For Windows XP, Windows Vista or Windows 7:
    • Start -> Programs -> HP -> {your printer model} -> Update IP Address.


    For Windows 8/8.1:
    • Launch the Printer Software from the Start screen (icon for the printer model name) or from the tile named for your printer.
    • Select (click or touch) Utilities on the top of the Printer Software screen
    • Select Update IP Address
  • Enter the new IP Address.

What should I do if I cannot scan?

If you are having trouble scanning from your wireless printer, the following work-around is available on many models:

  1. From the control panel of your printer, print a Wireless Network Test Report, and write down your printer's IP address.
  2. Type the printer's IP address into your computer's Internet browser, and press Return. On the Information tab there is often a feature on the left side of the page called Webscan.
  3. Click Webscan and follow the directions to scan your document or picture.

Note: You may have to first enable Webscan from the Settings tab. From Settings, chose Security and then Administrator Settings. If you get a bowser warning message, chose to “continue to the site anyway”. Then enable Webscan.

How do I fix printing and scanning problems using Mac OS X?

If you recently upgraded your version of OS X, or installed software for your wireless printer from the CD in the printer box, you may have the wrong version of HP software installed on your Mac.

To properly install the correct software:

  1. Open a Finder window and go to the Applications / Hewlett-Packard folder.
  2. Open HP Uninstaller.
  3. In the HP Uninstaller window, click Continue.
  4. On the screen that appears, choose your printer.
  5. Press and hold the control, option and command keys and click Uninstall.
    • A dialog appears, asking if you are sure you want to uninstall all HP software.
  6. Click Continue.
  7. From the Apple menu, choose Software Update.
  8. From the Apple menu choose System Preferences.
  9. In the System Preferences window, click Print & Fax or Print & Scan or Printers & Scanners.
  10. In the list of printers on the left side of the window, select the wireless printer in question and click the minus sign (-) at the bottom of the list
  11. Click the plus sign (+) to re-add the printer.
  12. In the Add Printer window, select your printer, and click Add.

If your wireless printer is already connected to your wireless router, you may not need HP software because newer versions of OS X have both print & scan drivers built-in.

To be sure you have the built-in drivers, download and install this package:
http://support.apple.com/kb/DL907  .

If your wireless printer is not connected to your wireless router you may need the HP software. In your web browser, go to http://h10025.www1.hp.com/ewfrf/wc/siteHome?cc=us&lc=en.

  1. Select Download drivers and software (and firmware).
  2. Enter your wireless printer model number, and click Go.
  3. On the Select your operating system page, click Mac OS X.
  4. Next, click the software for your version of OS X.
  5. Then, download and install the software according to the installation software's instructions.

If you still have trouble printing or scanning, deleting and re-adding your printer and/or resetting the printing system is often an effective solution:

  1. From the Apple menu choose System Preferences.
  2. In the System Preferences window, click Print & Fax or Print & Scan or Printers & Scanners.
  3. In the list of printers on the left side of the window, select the wireless printer in question and click the minus sign (-) at the bottom of the list.
  4. Click the plus sign (+) to re-add the printer.
  5. In the Add Printer window, select your printer, and click Add.

If you still have trouble communicating with the printer, repeat this process, replacing the third step with:
> Right (or Control) click anywhere in the printer list and choose Reset Printing System.