Troubleshooting

A. 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? 

    To check if your printer is connected to your network:

    1. 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.
    2. On the Wireless Network Test report check the following:
      • 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

      • Check any messages at the top of the report that can help you correct the problem, and follow the instructions indicated.
      • In the "Current Configuration" area, does the "Network Name (SSID)" indicate your network name?

        If your printer is not connected or 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? 

    • Windows – Download and run the HP Print and Scan Doctor
    • Mac – To check for a wireless connection, click the Airport icon in the upper right of the menu bar. Is your network checked?
  • Was anything changed on your computer recently? 

    • 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? 

    • If you have replaced your router, you may need to reconfigure your printer to work with the new router settings.
    • If you have changed the following wireless settings, you may need to reconfigure your printer to work with the new router settings.
    • If you have changed the following wireless settings, you may need to reconfigure your router to work with the new router settings.
      • If you have enabled MAC address filtering, follow these instructions.
      • If you have enabled Wireless or AP Isolation, this setting may keep wireless devices from communicating with each other over the network. Disable this setting and try again.
    • Re-configure your router
  • Are you connected to a Virtual Private Network (VPN)? 

    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? 

    • Restart your printer and check if the original IP Address is available again.
    • Windows – Run the Update IP Address program, if it is available for your model
      1. Windows XP, Windows Vista or Windows 7:
        Start -> Programs -> HP -> <your printer model> -> Update IP address.
        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
      2. Compare the Printer’s Previous IP Address with the IP Address on the Wireless Network Test report.

        If the IP Addresses do not match:

        1. Enter the IP Address from the Wireless Network Test report in the Printer's Current IP Address field on the computer.
        2. Click Search to ensure the printer can be found, and then click Save to update your software.

        In this case, it is recommended that you set a static IP Address on your printer. Follow these instructions.

      3. 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.
      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)

B. Your printer has never worked over the network

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

    1. 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.

    2. On the report check the following:
      • 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.

      • Check any messages at the top of the report that can help you correct the problem, and follow the instructions indicated.
      • 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? 

    • Check your router settings. Some advanced router settings may be incompatible with your printer.
      1. To access your router’s settings, open a web browser, type in your gateway address, and press Return.

        To find the gateway address in Windows:

        1. Download and install the HP Print and Scan Doctor.
        2. In the menu bar, go to Network -> Show Advanced Info.
        3. The Default Gateway is listed in the Network section.

        To find the gateway address on a Mac:

        1. From the Apple menu, choose System Preferences, and click Network.
        2. Choose your connection type in the left panel. Your gateway address is listed next to "Router:" in the center of the window. NOTE: Your router may require a user name and password. If you have set your router's user name and password, enter it now. If you have not set this, or you are not sure, consult your router documentation or manufacturer (or just search the web) for the default user name and password.
      2. 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 filtering is enabled, follow these instructions.
        • 802.11n only mode – If n 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 – If 5GHz only mode is selected or if you are using a 5GHz channel (any channel higher than 13), change to a setting that includes 2.4GHz mode and ensure you are using a channel in the range from 1-13.
        • WEP Shared Security – If you are using security, we recommend changing it to or WPA2. For the encryption type select (Advanced Encryption Standard). AES is the newest and most secure way of encrypting data on your wireless network. Create a WPA passphrase that is at least 13 characters. Use numbers, letters, upper and lower case and punctuation to ensure strong network security. If you must use WEP, set the mode to "Open", not "Shared". Learn more about security.
        • Wireless Isolation – If enabled, this setting may keep wireless devices from communicating with each other over the network. Disable this setting and try again.
        • DHCP – If 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.
    • 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?  

    Some security programs will block communication between your printer and your computer. Follow these firewall troubleshooting practices.

  • Are you changing the printer from a USB connection to a wireless connection? If so, follow these instructions.

Need more help troubleshooting?

Other topics to consider

Select from the following list to access related wireless content.

Security information and firewalls

Connecting your wireless printer

Installing printer software