Wireless printing center

Troubleshooting issues

Your printer was working over the network before, and now isn’t.

  • First, try restarting your computer, printer and wireless router.
  • Is your printer connected to your network?  Read more

    To check if your printer is connected to your network:

    • Print a Wireless Network Test report from the printer control panel. On many printers pressing the Wireless button allows direct access to printing this report. Consult your manual for instructions.
    • On the Wireless Network Test report check the following:
      1. In the Diagnostic Results "Connectivity" area, is Connected indicated as PASS?
      2. If not, your printer is not connected to any network at this time. Ensure your wireless router is turned on and functioning properly.
      3. You may need to connect your printer to your network again. Follow these instructions
      4. Check any messages at the top of the report that can help you correct the problem, and follow the instructions shown.
      5. In the "Current Configuration" area, does the "Network Name (SSID)" match your network name?
      6. If your printer is not connected to your network, you will need to reconnect the printer to your network. Follow these instructions
  • Is your computer connected to your network?  Read more
    • Windows – Download and run the HP Print and Scan Doctor
    • Mac – To check for a wireless connection, click the Wi-FI icon in the upper right of the menu bar. Is your network checked?
  • Was anything changed on your computer recently?  Read more
    • If you have installed or updated security software, this may block communication. Follow these troubleshooting practices
    • If you have installed new software or updated your operating system recently, consider restoring your system back to a complete system backup or a recently created restore point when the printer worked.
  • Was anything changed or updated on your wireless router recently?  Read more
    • If you have replaced your router, you may need to reconfigure your printer to work with the new router settings.
      1. To reconfigure your printer, follow these instructions.
      2. If your new router was provided to you by your Internet Service Provider (ISP), you may need to take special steps to connect your printer. Follow these instructions.
    • If you have changed the following wireless settings, you may need to reconfigure your printer to work with the new router settings.
      1. If you have changed the security type or password, follow these instructions.
      2. If you have changed the network name (SSID), or hid the name from being broadcast, follow these instructions.
      3. If you have enabled MAC address filtering, follow these instructions.
      4. If you have enabled Wireless or AP Isolation, this setting will keep wireless devices from communicating with each other over the network. Disable this setting and try again.
  • Are you connected to a Virtual Private Network (VPN)?   Read more

    A VPN is used to make a secure connection to a remote network (for example, if you access your work network from home). You will probably not be able to print to your wireless printer while actively connected to a VPN. Temporarily disable your VPN connection and try to print again.

  • Has the IP address on your printer changed?  Read more
    • Windows – Run the Update IP Address utility, if it is available for your model
      1. Windows XP, Windows Vista or Windows 7:
      2. Start -> Programs -> HP -> 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
      3. Compare the Printer’s Previous IP Address with the IP Address on the Wireless Network Test report. If they do not match:
        • Enter the IP Address from the Wireless Network Test report in the Printer's Current IP Address field on the computer.
        • Click Search to ensure the printer can be found, and then click Save to update your software.
      4. In this case, it is recommended that you set a static IP Address on your printer. follow these instructions. If you do set a static IP address on the printer, you will have to run the Update IP Address utility again to update the software with the new address.
      5. If the Update IP Address program is not available on your computer or did not run successfully, download and install the HP Print and Scan Doctor, select your printer, then click Next, then Fix Printing. Repeat the process for Fix Scanning.
    • Mac – Remove and re-add your printer:
      1. In System Preferences, click Print & Fax or Print & Scan or Printers & Scanners
      2. Select the printer and click the minus sign (-) to delete it.
      3. Click the plus sign (+) and add the printer again
    • Set a static IP address (one that will not change)

Your printer has never worked over the network

  • First, try power cycling your wireless router, printer and computer.
  • Is the printer connected to your network?  Read more
    • Print a Wireless Network Test report from the printer control panel to confirm. On many printers pressing the wireless button allows direct access to this report. Consult your manual for instructions.
    • On the report check the following:
      1. In the Diagnostic Results “Connectivity” area, is Connected indicated as PASS? If not, your printer is not connected to any network at this time. Ensure your wireless router is turned on and functioning properly. You may need to connect your printer to your network again. Follow these instructions.
      2. Check any messages at the top of the report that can help you correct the problem, and follow the instructions indicated.
      3. In the "Current Configuration" section, is the Network Name (SSID) your network name indicated? If your printer is not connected or not connected to your network, you will need to reconnect the printer to your network. Follow these instructions.
  • Have you installed the printer software yet? If not, follow these instructions.
  • What router settings are you using?  Read more
    • Check your router settings. Some advanced router settings may be incompatible with your printer.

      To access your router’s settings, open a web browser, type in the router’s IP address, and press Return. See the documentation that came with your router for the router’s default IP address. If you haven’t changed the router’s username and password from the default, see the documentation that came with your router. Many times the default username is admin and the password is password.

      Check the following settings for your router: These settings might be listed under a section called "Wireless" or "Security"; however every router is different so consult your router documentation or manufacturer for specific details.

      • MAC Address Filtering – If  MAC address filtering is enabled, follow these instructions.
      • 802.11n only mode – If  802.11n only mode is selected, change to a setting that includes (at least) 802.11g. Other modes may be present, but ensure that 802.11g is among them.
      • 5GHz only mode – HP printers can connect to the 2.4GHz frequency band but not the 5GHz frequency band. If you have a dual band router you must provide a 2.4GHz frequency for the printer to connect to.
      • Channel – By default most routers have the channel selection set to Auto which allows the router to select the channel. Print the Network Configuration Page available on your HP printer. The last page will show networks detected in your area and which channels they are using. It’s best to use a channel least used by other networks and is at least 5 channels from the nearest channel. Channels 1, 6 and 11 are usually good choices. Manually set the channel on your router to the best channel.
      • Wireless Isolation – If enabled, this setting will keep wireless devices from communicating with each other over the network. Disable this setting and try again.
      • DHCP – If  DHCP is disabled, the printer will not be able to acquire an IP address which is required for the printer to communicate over the network. Enable the DHCP setting and try again.
      • Guest mode – if your wireless router provides a Guest connection, make sure that neither the printer nor the computer is connected as a Guest. Devices connected to the Guest connection are isolated from other devices.

      You may also want to check for any firmware updates to your router. Consult your router documentation or manufacturer for details on how to do this.

      If your new router was provided to you by your Internet Service Provider (ISP), you may need to take special steps to connect your printer. Follow these instructions.

  • Are you running a firewall or other software security application on your computer?  Read more