Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 1: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 2: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 3: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 4: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try scanning the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click Start ( ), click All Programs , and then click the HP folder.
  If the HP software is installed, the name of your printer displays in the list of folders.

• If the software is not installed , see the document for installing the software on a wireless connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer, printer, and any network devices

Follow these steps to restart the computer, printer, and any network devices.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click Start ( ), click Shutdown , select Shut Down from the drop-down list, and then click OK .
2. Turn off any access points (routers) and network devices.
3. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
5. Turn on the computer.
6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Check the Scan to Computer setting

1. Press the Power button to turn on the printer.
2. Choose one of the following methods to open the HP software:
   • Use the printer icon
     Double-click your printer icon ( ) on the Windows desktop.
   • Use the HP folder
     Click Start ( ), click All Programs , and then click the HP folder. Click the folder with the name of your printer series, and then click your printer.
3. Under Scan Options , click Manage Scan to Computer .
4. If Scan to Computer is not enabled, click the check box to enable it.

Step two: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your HP product.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. On the Windows taskbar, click Start ( ), click All Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step three: Restart the computer

Follow these steps to restart the computer.

1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
2. From the What do you want the computer to do? drop-down list, click Restart , and then click OK .

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

1. Click Start , and then click Run . The Run dialog box appears.
2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG Utility window appears.
3. Click the General tab.
4. Click Selective Startup .
5. If there is a check mark next to Load Startup items, click to clear the check box.
6. Click the Services tab and select the Hide All Microsoft Services check box.
7. Click Disable all .
8. Click Apply , and then click Close .
9. If an 'Access is denied' message appears on the computer while making changes, click OK . This message does not prevent you from making changes.
10. Click Restart .
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
11. Select the Do not show this message again check box, and then click OK .

Step five: Configure the firewall

Follow these steps to configure the firewall.

1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

   • Regularly check for new firewall software versions and security threat updates.
   • If available, select the Medium security setting when connected to your network.
   • If available, select the Trusted zone setting when connected to your network.
   • Restore any custom firewall settings to their default settings.
   • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. If an alert includes a Remember this action or Create a rule for this option, select it.
   • Do not run more than one firewall at a time.
   • Use a manual IP address to improve the connection between the computer and your HP product.
   If you are still experiencing connection issues, continue to the next step.
2. Find the notification area in the lower right corner of your computer, near the clock.
   Figure 5: Examples of the notification area on the computer

   Image of the notification area.
   Image of the notification area.
3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

   NOTE:

   The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

   Firewall program icons and document links
   	Agnitum Outpost Security Suite
   	AVG Internet Security (v 8.5) Windows Vista 32-bit only
   	AVG Internet Security (v 9.0 and 10.0)
   	Avira Premium Security Suite (v 9 and 10)
   	BitDefender Total Security 2010
   	Blink Personal Edition 4.7.1
   	CA Internet Security Suite Plus 2008
   	CA Internet Security Suite Plus 2010
   	Comodo Internet Security Pro 4.1
   	ESET Smart Security 4.0
   	F-Secure Internet Security 2010
   	Norton Internet Security 2009 and 2010
   	Panda Internet Security 2009
   or	PC Tools Internet Security 2010 and 2011
   	Privacyware Private Firewall
   	SoftPerfect Personal Firewall Software
   	ZoneAlarm Free Firewall 9.2
   	ZoneAlarm Free Firewall 10.2
   	ZoneAlarm Security Suite

• Firewall not in the table?
  1. Open your firewall software, and then locate the configuration settings.
     Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
  2. Set your firewall to unblock the following port range:
     • UDP port range 1000-65535

     NOTE:

     You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.

  3. Set your firewall to unblock the following individual ports:
     • TCP port 80
     • TCP port 443
     • TCP port 8080
     • TCP port 9220
     • TCP port 9500

     NOTE:

     Set one port rule for all these individual TCP ports.

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. Click Start ( ), and then click Run . The Run dialog box opens.
2. In the Run dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

How can I maintain the connection between my printer and computer?

To maintain the connection, follow these steps to adjust your computer power settings.

Visit the HP Wireless Printing Center or Consumer Forums

Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 7: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 8: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 9: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 10: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try scanning the document again to see if the problem is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click Start ( ), click All Programs , and then click the HP folder.
  If the HP software is installed, the name of your printer displays in the list of folders.

• If the software is not installed , see the document on installing the software for a USB connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click Start ( ), click Shutdown , select Shut Down from the drop-down list, and then click OK .
2. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

3. Turn on the computer.
4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

NOTE:

HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.

Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

1. Connect the small end of the USB cable to the rear of the printer.
   The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
   Figure 11: Connect the small end of the USB cable to the rear of the printer

   Image: Connect the small end of the USB cable to the rear of the printer.
2. Connect the other end of the USB cable to the computer.
   Figure 12: Connect the other end of the USB cable to the computer

   Image: Connect the other end of the USB cable to the computer.
3. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

• Option one: The USB cable connects directly from the printer to the computer
  1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.
• Option two: The USB cable connects to a USB hub or a laptop docking station
  1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.

     NOTE:

     If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step three: Try a different USB cable

Follow these steps to try a different USB cable.

1. Try using a different USB cable.
2. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
2. Try scanning the document again.

   NOTE:

   If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Image: Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your HP product.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step three: Remove temporary files and folders with Disk Cleanup

Follow these steps to remove temporary files and folders with Disk Cleanup.

1. On the Windows taskbar, click Start ( ), click All Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step four: Restart the computer

Follow these steps to restart the computer.

1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
2. From the What do you want the computer to do? drop-down list, click Restart , and then click OK .

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

1. Click Start , and then click Run . The Run dialog box appears.
2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG Utility window appears.
3. Click the General tab.
4. Click Selective Startup .
5. If there is a check mark next to Load Startup items, click to clear the check box.
6. Click the Services tab and select the Hide All Microsoft Services check box.
7. Click Disable all .
8. Click Apply , and then click Close .
9. If an 'Access is denied' message appears on the computer while making changes, click OK . This message does not prevent you from making changes.
10. Click Restart .
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
11. Select the Do not show this message again check box, and then click OK .

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. Click Start ( ), and then click Run . The Run dialog box opens.
2. In the Run dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.

HP Consumer Forums
Graphic and link to HP Consumer Forums	See what other customers are saying at the HP forums .

Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 14: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 15: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 16: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 17: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

• If the software is not installed , see the document for installing the software on a wireless connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer, printer, and any network devices

Follow these steps to restart the computer, printer, and any network devices.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
2. Turn off any access points (routers) and network devices.
3. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
5. Turn on the computer.
6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Check the Scan to Computer setting

1. Press the Power button to turn on the printer.
2. Choose one of the following methods to open the HP software:
   • Use the printer icon
     Double-click your printer icon ( ) on the Windows desktop.
   • Use the HP folder
     On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. Click the folder with the name of your printer series, and then click your printer.
3. Under Scan Options , click Manage Scan to Computer .
4. If Scan to Computer is not enabled, click the check box to enable it.

Step two: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click the Windows icon ( ), and then click Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your printer.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. On the Windows taskbar, click the Windows icon ( ), click Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step three: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

1. On the Windows taskbar click the Windows icon ( ).
2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
3. Click the General tab, and then select Selective Startup .
4. If there is a check mark next to Load Startup items , select the check mark to remove it.
5. Click the Services tab, and then click the Hide All Microsoft Services check box.
6. Click Disable all .
7. Click Apply , and then click Close .

   NOTE:

   If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

8. Select Restart to apply the changes to the computer during the next restart.

   NOTE:

   After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step five: Configure the firewall

Follow these steps to configure the firewall.

1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

   • Regularly check for new firewall software versions and security threat updates.
   • If available, select the Medium security setting when connected to your network.
   • If available, select the Trusted zone setting when connected to your network.
   • Restore any custom firewall settings to their default settings.
   • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. If an alert includes a Remember this action or Create a rule for this option, select it.
   • Do not run more than one firewall at a time.
   • Use a manual IP address to improve the connection between the computer and your HP product.
   If you are still experiencing connection issues, continue to the next step.
2. Find the notification area in the lower right corner of your computer, near the clock.
   Figure 18: Examples of the notification area on the computer

   Image of the notification area.
   Image of the notification area.
3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

   NOTE:

   The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

   Firewall program icons and document links
   	Agnitum Outpost Security Suite
   	AVG Internet Security (v 8.5) Windows Vista 32-bit only
   	AVG Internet Security (v 9.0 and 10.0)
   	Avira Premium Security Suite (v 9 and 10)
   	BitDefender Total Security 2010
   	Blink Personal Edition 4.7.1
   	CA Internet Security Suite Plus 2008
   	CA Internet Security Suite Plus 2010
   	Comodo Internet Security Pro 4.1
   	ESET Smart Security 4.0
   	F-Secure Internet Security 2010
   	Norton Internet Security 2009 and 2010
   	Panda Internet Security 2009
   or	PC Tools Internet Security 2010 and 2011
   	Privacyware Private Firewall
   	SoftPerfect Personal Firewall Software
   	ZoneAlarm Free Firewall 9.2
   	ZoneAlarm Free Firewall 10.2
   	ZoneAlarm Security Suite

• Firewall not in the table?
  1. Open your firewall software, and then locate the configuration settings.
     Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
  2. Set your firewall to unblock the following port range:
     • UDP port range 1000-65535

     NOTE:

     You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.

  3. Set your firewall to unblock the following individual ports:
     • TCP port 80
     • TCP port 443
     • TCP port 8080
     • TCP port 9220
     • TCP port 9500

     NOTE:

     Set one port rule for all these individual TCP ports.

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. On the Windows taskbar, click the Windows icon ( ).
2. In the Start Search dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

How can I maintain the connection between my printer and computer?

To maintain the connection, follow these steps to adjust your computer power settings.

Visit the HP Wireless Printing Center or Consumer Forums

Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 20: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 21: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 22: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 23: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

• If the software is not installed , see the document on installing the software for a USB connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
2. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

3. Turn on the computer.
4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

NOTE:

HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.

Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

1. Connect the small end of the USB cable to the rear of the printer.
   The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
   Figure 24: Connect the small end of the USB cable to the rear of the printer

   Image: Connect the small end of the USB cable to the rear of the printer.
2. Connect the other end of the USB cable to the computer.
   Figure 25: Connect the other end of the USB cable to the computer

   Image: Connect the other end of the USB cable to the computer.
3. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

• Option one: The USB cable connects directly from the printer to the computer
  1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.
• Option two: The USB cable connects to a USB hub or a laptop docking station
  1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.

     NOTE:

     If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step three: Try a different USB cable

Follow these steps to try a different USB cable.

1. Try using a different USB cable.
2. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
2. Try scanning the document again.

   NOTE:

   If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Image: Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click the Windows icon ( ), and then click Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your printer.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. On the Windows taskbar, click the Windows icon ( ), click Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step four: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

1. On the Windows taskbar click the Windows icon ( ).
2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
3. Click the General tab, and then select Selective Startup .
4. If there is a check mark next to Load Startup items , select the check mark to remove it.
5. Click the Services tab, and then click the Hide All Microsoft Services check box.
6. Click Disable all .
7. Click Apply , and then click Close .

   NOTE:

   If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

8. Select Restart to apply the changes to the computer during the next restart.

   NOTE:

   After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. On the Windows taskbar, click the Windows icon ( ).
2. In the Start Search dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.

HP Consumer Forums
Graphic and link to HP Consumer Forums	See what other customers are saying at the HP forums .

Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 27: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 28: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 29: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 30: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

• If the software is not installed , see the document for installing the software on a wireless connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer, printer, and any network devices

Follow these steps to restart the computer, printer, and any network devices.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
2. Turn off any access points (routers) and network devices.
3. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
5. Turn on the computer.
6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Check the Scan to Computer setting

1. Press the Power button to turn on the printer.
2. Choose one of the following methods to open the HP software:
   • Use the printer icon
     Double-click your printer icon ( ) on the Windows desktop.
   • Use the HP folder
     On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click the HP folder. Click the folder with the name of your printer series, and then click your printer.
3. Under Scan Options , click Manage Scan to Computer .
4. If Scan to Computer is not enabled, click the check box to enable it.

Step two: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step three: Restart the computer

On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

1. On the Windows taskbar click the Windows icon ( ).
2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
3. Click the General tab, and then select Selective Startup .
4. If there is a check mark next to Load Startup items , select the check mark to remove it.
5. Click the Services tab, and then click the Hide All Microsoft Services check box.
6. Click Disable all .
7. Click Apply , and then click Close .

   NOTE:

   If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

8. Select Restart to apply the changes to the computer during the next restart.

   NOTE:

   After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step five: Configure the firewall

Follow these steps to configure the firewall.

1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

   • Regularly check for new firewall software versions and security threat updates.
   • If available, select the Medium security setting when connected to your network.
   • If available, select the Trusted zone setting when connected to your network.
   • Restore any custom firewall settings to their default settings.
   • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. If an alert includes a Remember this action or Create a rule for this option, select it.
   • Do not run more than one firewall at a time.
   • Use a manual IP address to improve the connection between the computer and your HP product.
   If you are still experiencing connection issues, continue to the next step.
2. Find the notification area in the lower right corner of your computer, near the clock.
   Figure 31: Examples of the notification area on the computer

   Image of the notification area.
   Image of the notification area.
3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

   NOTE:

   The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

   Firewall program icons and document links
   	Agnitum Outpost Security Suite
   	AVG Internet Security (v 8.5) Windows Vista 32-bit only
   	AVG Internet Security (v 9.0 and 10.0)
   	Avira Premium Security Suite (v 9 and 10)
   	BitDefender Total Security 2010
   	Blink Personal Edition 4.7.1
   	CA Internet Security Suite Plus 2008
   	CA Internet Security Suite Plus 2010
   	Comodo Internet Security Pro 4.1
   	ESET Smart Security 4.0
   	F-Secure Internet Security 2010
   	Norton Internet Security 2009 and 2010
   	Panda Internet Security 2009
   or	PC Tools Internet Security 2010 and 2011
   	Privacyware Private Firewall
   	SoftPerfect Personal Firewall Software
   	ZoneAlarm Free Firewall 9.2
   	ZoneAlarm Free Firewall 10.2
   	ZoneAlarm Security Suite

• Firewall not in the table?
  1. Open your firewall software, and then locate the configuration settings.
     Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
  2. Set your firewall to unblock the following port range:
     • UDP port range 1000-65535

     NOTE:

     You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.

  3. Set your firewall to unblock the following individual ports:
     • TCP port 80
     • TCP port 443
     • TCP port 8080
     • TCP port 9220
     • TCP port 9500

     NOTE:

     Set one port rule for all these individual TCP ports.

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. On the Windows taskbar, click the Windows icon ( ).
2. In the Start Search dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

How can I maintain the connection between my printer and computer?

To maintain the connection, follow these steps to adjust your computer power settings.

Visit the HP Wireless Printing Center or Consumer Forums

Step one: Download the tool

1. Click the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click Download .
3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
   • Method one: Run the utility
     1. In the Security Warning dialog box, click Run .
     2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
   • Method two: Save the utility
     1. In the Security Warning dialog box, click Save .
     2. When the Save As window opens, browse to your Desktop, and then click Save .
     3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 33: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button ( ) to turn on the product, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP product.
   •  Product not in the list?
     If your product is not in the list, turn it off and back on, and then click Retry .
3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
   Figure 34: Example failed connection

   Graphic: Example failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click Fix Printing to begin a printing diagnosis.
   • Click Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function products.

   Figure 35: Select an action

   Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
   • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
     • Still experiencing scanning issues?
       Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
       Figure 36: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to check if the software is installed on your computer.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
• Check the HP folder
  On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.

• If the software is not installed , see the document on installing the software for a USB connection .
• If the software is installed , continue to the next step.

Step two: Restart the computer and the printer

Follow these steps to restart the computer and the printer.

Important : You must follow these steps in the order presented .

1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
2. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

3. Turn on the computer.
4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

NOTE:

HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.

Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

1. Connect the small end of the USB cable to the rear of the printer.
   The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
   Figure 37: Connect the small end of the USB cable to the rear of the printer

   Image: Connect the small end of the USB cable to the rear of the printer.
2. Connect the other end of the USB cable to the computer.
   Figure 38: Connect the other end of the USB cable to the computer

   Image: Connect the other end of the USB cable to the computer.
3. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

• Option one: The USB cable connects directly from the printer to the computer
  1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.
• Option two: The USB cable connects to a USB hub or a laptop docking station
  1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.

     NOTE:

     If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step three: Try a different USB cable

Follow these steps to try a different USB cable.

1. Try using a different USB cable.
2. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
2. Try scanning the document again.

   NOTE:

   If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Image: Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays.
2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click Accessories .
2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
4. After you select the components that you want to remove, click OK .

Step four: Restart the computer

Follow these steps to restart the computer.

On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.

1. On the Windows taskbar click the Windows icon ( ).
2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
3. Click the General tab, and then select Selective Startup .
4. If there is a check mark next to Load Startup items , select the check mark to remove it.
5. Click the Services tab, and then click the Hide All Microsoft Services check box.
6. Click Disable all .
7. Click Apply , and then click Close .

   NOTE:

   If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.

8. Select Restart to apply the changes to the computer during the next restart.

   NOTE:

   After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. On the Windows taskbar, click the Windows icon ( ).
2. In the Start Search dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

   CAUTION:

   Do not disable any Microsoft services.

4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.

HP Consumer Forums
Graphic and link to HP Consumer Forums	See what other customers are saying at the HP forums .

Wireless

Follow these steps for a wireless connection.

Wired

Follow these steps for a wired connection.

Step one: Download the tool

1. Click or tap the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click or tap Download .
3. When the Notification Bar opens, download and run the utility.
   • Run the utility
     1. Click or tap Run in the Notification bar to download and run the software.
     2. Click or tap Yes in the User Account Control window.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 43: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button to turn on the printer, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP printer.
   •  Printer not in the list?
     If your printer is not in the list, turn it off and back on, and then click or tap Retry .
3. Click or tap Next . The Print and Scan Doctor checks the connection for your printer and, if the connection fails, it offers options to help.
   Figure 44: Example of a failed connection

   Image: Example of a failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click or tap Fix Printing to begin a printing diagnosis.
   • Click or tap Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function printers.

     Figure 45: Select 'Fix Printing' or 'Fix Scanning'

     Image: Select Fix Printing or Fix Scanning.

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click or tap Test Scan or Skip .
   • If you click or tap Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click or tap Skip and are not experiencing additional issues, click or tap Quit to exit the tool.
     • Still experiencing scanning issues?
       Click or tap the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click or tap the HP Support Forum link for help from other HP printer users.
       Figure 46: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Make sure that the HP software is installed

Choose one of the following methods to see if you have HP Scan software installed.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) or the scan icon ( ) displays on the Windows desktop.
• Check the apps list
  1. Right-click or tap and hold the lower left corner of the screen, and then click or tap Search in the menu.
  2. Click or tap Apps ( ) if it is not already selected.
  3. Type the name of your printer in the search box.
     • If your printer displays in the results, continue to the next step.
     • If your printer does not display in the results, click here to go to the document on installing the software for a wireless connection .

Step two: Restart the computer, printer, and any network devices

Follow these steps to restart the computer, printer, and any network devices.

Important : You must follow these steps in the order presented .

1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.
2. Click or tap Settings .
3. Click or tap Power .
4. Hold the Shift key down, and then click or tap Shut down .

   NOTE:

   When you hold the Shift key down while clicking Shut down , it causes the computer to fully shut down, which clears network settings from the computer.

5. Turn off any access points (routers) and network devices.
6. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

7. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
8. Turn on the computer.
9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Enable the Scan to Computer connection

1. Press the Power button to turn on the printer.
2. Open the HP software using one of the following methods:
   • Use the printer icon
     Double-click or double-tap the printer icon ( ) on your desktop.
   • Check the apps list
     1. Right-click or tap and hold the lower left corner of the screen, and then click or tap Search in the menu.
     2. Click or tap Apps ( ) if it is not already selected.
     3. Type the name of your printer in the search box.
     4. Click or tap the printer icon.
3. Click or tap Manage Scan to Computer .
4. If you see the message Scan to Computer is currently not available , skip to the next solution.
5. If you see the message Scan to Computer is disabled at the top of the window click or tap the Enable button.

   NOTE:

   To ensure the Scan to feature is activated every time the computer is started, place a check in the box beside the words Automatically start Scan to Computer when I log onto Windows .

Step two: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Uninstall the software

Follow these steps to uninstall the software.

1. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
2. Click or tap your HP printer's name, and then click or tap Uninstall .
3. Follow the on-screen instructions to uninstall the software.

• What if an error message displays during the uninstall?
  If an error message displays while you are uninstalling the software, follow these steps.
  1. Click or tap OK to close the error message.
  2. Click or tap the bottom left corner of the screen to switch to the Start screen.
  3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
  4. Click or tap Settings .
  5. Click or tap Tiles .
  6. Move the slider bar under Show administrative tools to Yes .
  7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap Print Management .
  8. Click or tap All Printers .
  9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
  10. Close Print Management , return to Programs and Features , and then continue uninstalling the remaining printer software.

Step two: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. Right-click or tap and hold the bottom left corner of the screen.
2. Click or tap Search , and then click or tap Settings . The Settings search window opens.
3. Type Disk Cleanup in the Settings search window.
4. Click or tap Free up disk space by deleting unnecessary files .
5. Select the drive containing the operating system and click or tap OK .
6. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
7. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
8. After you select the components that you want to remove, click or tap OK .

Step three: Restart the computer

1. Move the mouse cursor or tap and hold the top right or bottom right of the screen to activate the Charms Bar.
2. Click or tap Settings .
3. Click or tap Power .
4. Click or tap Restart .

Step four: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

1. Right-click or tap and hold the bottom left corner of the screen.
2. Click or tap Run .
3. Type msconfig in the Run window, and then press Enter on the keyboard.
   If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
4. In the System Configuration window, click or tap the radio button next to Selective Startup , and then click or tap the box next to Load startup items to remove the checkmark.
5. Click or tap the Services tab, click or tap the Hide all Microsoft services checkbox, and then click or tap Disable All .
6. Click or tap Apply , and then click or tap OK .
7. When prompted to restart the computer, click or tap Restart .

Step five: Configure the firewall

Follow these steps to configure the firewall.

1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.

   • Regularly check for new firewall software versions and security threat updates.
   • If available, select the Medium security setting when connected to your network.
   • If available, select the Trusted zone setting when connected to your network.
   • Restore any custom firewall settings to their default settings.
   • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. If an alert includes a Remember this action or Create a rule for this option, select it.
   • Do not run more than one firewall at a time.
   • Use a manual IP address to improve the connection between the computer and your HP product.
   If you are still experiencing connection issues, continue to the next step.
2. Find the notification area in the lower right corner of your computer, near the clock.
   Figure 47: Examples of the notification area on the computer

   Image of the notification area.
   Image of the notification area.
3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

   NOTE:

   The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.

4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

   Firewall program icons and document links
   	Agnitum Outpost Security Suite
   	AVG Internet Security (v 8.5) Windows Vista 32-bit only
   	AVG Internet Security (v 9.0 and 10.0)
   	Avira Premium Security Suite (v 9 and 10)
   	BitDefender Total Security 2010
   	Blink Personal Edition 4.7.1
   	CA Internet Security Suite Plus 2008
   	CA Internet Security Suite Plus 2010
   	Comodo Internet Security Pro 4.1
   	ESET Smart Security 4.0
   	F-Secure Internet Security 2010
   	Norton Internet Security 2009 and 2010
   	Panda Internet Security 2009
   or	PC Tools Internet Security 2010 and 2011
   	Privacyware Private Firewall
   	SoftPerfect Personal Firewall Software
   	ZoneAlarm Free Firewall 9.2
   	ZoneAlarm Free Firewall 10.2
   	ZoneAlarm Security Suite

• Firewall not in the table?
  1. Open your firewall software, and then locate the configuration settings.
     Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
  2. Set your firewall to unblock the following port range:
     • UDP port range 1000-65535

     NOTE:

     You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.

  3. Set your firewall to unblock the following individual ports:
     • TCP port 80
     • TCP port 443
     • TCP port 8080
     • TCP port 9220
     • TCP port 9500

     NOTE:

     Set one port rule for all these individual TCP ports.

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click or tap HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. Right-click or tap and hold the lower left corner of the computer screen.
2. Click or tap Run .
3. Type msconfig in the Run window, and then press Enter on the keyboard.
   If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
4. In the System Configuration window, click or tap the radio button beside Normal Startup .
5. Click or tap Apply , and then click or tap OK .
6. When prompted to restart the computer, click or tap Restart .

If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resources for more information.

HP's Wireless Printing Center
Graphic and link to HP's Wireless Printing Center	Visit HP's Wireless Printing Center . You will find information on preparing your wireless network, setting up your printer, and reconfiguring your system.

HP Consumer Forums
Graphic and link to HP Consumer Forums	See what other customers are saying at the HP forums .

Step one: Download the tool

1. Click or tap the following link to download the HP Print and Scan Doctor.

   Link to tool	File size
   HP Print and Scan Doctor	3.5 MB

2. Make sure your computer meets the system requirements, and then click or tap Download .
3. When the Notification Bar opens, download and run the utility.
   • Run the utility
     1. Click or tap Run in the Notification bar to download and run the software.
     2. Click or tap Yes in the User Account Control window.
4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
   Figure 49: Example tool with list of HP products installed

   Graphic: HP Print and Scan Doctor

Step two: Run the tool

Follow these steps to run the tool on your computer.

1. Press the Power button to turn on the printer, if it is not already on.
2. From the Product column in the Print and Scan Doctor, select your HP printer.
   •  Printer not in the list?
     If your printer is not in the list, turn it off and back on, and then click or tap Retry .
3. Click or tap Next . The Print and Scan Doctor checks the connection for your printer and, if the connection fails, it offers options to help.
   Figure 50: Example of a failed connection

   Image: Example of a failed connection
4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
   • Click or tap Fix Printing to begin a printing diagnosis.
   • Click or tap Fix Scanning to begin a scanning diagnosis.

     NOTE:

     Fix Scanning is available only for multi-function printers.

     Figure 51: Select 'Fix Printing' or 'Fix Scanning'

     Image: Select Fix Printing or Fix Scanning.

Step three: Resolve any scan issues

Follow these steps to resolve any issues you find running the automated tool.

1. In the Print and Scan Doctor results screen, view the list of results.
   • If you see only green check marks ( ), the tool did not find any problems.
   • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
   • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
   • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
2. When you have finished fixing all the diagnosed problems, click or tap Test Scan or Skip .
   • If you click or tap Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click or tap Skip and are not experiencing additional issues, click or tap Quit to exit the tool.
     • Still experiencing scanning issues?
       Click or tap the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click or tap the HP Support Forum link for help from other HP printer users.
       Figure 52: Example of additional support options

       Graphic: Additional support options

Step four: Try the scan again

Try to scan the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Check to see if the HP Scan software is installed

Choose one of the following methods to see if you have HP Scan software installed.

• Check the Windows desktop
  If the HP software is installed, the icon for your printer ( ) or the scan icon ( ) displays on the Windows desktop.
• Check the apps list
  1. Right-click or tap and hold the lower left corner of the screen, and then click or tap Search in the menu.
  2. Click or tap Apps ( ) if it is not already selected.
  3. Type the name of your printer in the search box.
     • If your printer displays in the results, you are ready to begin. Continue to the next step.
     • If your printer does not display in the results, continue to the next section to get the latest HP software.

• If the software is not installed , click here to go to the document on installing the software for a USB connection . Once the software is installed, try scanning again.
• If the software is installed , continue to the next solution.

Step two: Restart the computer, printer, and any network devices

Follow these steps to restart the computer, printer, and any network devices.

Important : You must follow these steps in the order presented .

1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.
2. Click or tap Settings .
3. Click or tap Power .
4. Hold the Shift key down, and then click or tap Shut down .

   NOTE:

   When you hold the Shift key down while clicking Shut down , it causes the computer to fully shut down, which clears network settings from the computer.

5. Turn off any access points (routers) and network devices.
6. Press the Power button to turn off the printer.

   NOTE:

   If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

7. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
8. Turn on the computer.
9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

Step three: Try the scan again

Try scanning the document again.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

NOTE:

HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.

Step one: Make sure that the USB cable is connected correctly to the printer

Follow these steps to make sure that the USB cable is connected correctly to the printer.

1. Connect the small end of the USB cable to the rear of the printer.
   The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
   Figure 53: Connect the small end of the USB cable to the rear of the printer

   Image: Connect the small end of the USB cable to the rear of the printer.
2. Connect the other end of the USB cable to the computer.
   Figure 54: Connect the other end of the USB cable to the computer

   Image: Connect the other end of the USB cable to the computer.
3. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step two: Test the USB connection

Follow these steps to test the USB connection.

To test the USB connection, choose the option for your type of USB connection:

• Option one: The USB cable connects directly from the printer to the computer
  1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.
• Option two: The USB cable connects to a USB hub or a laptop docking station
  1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
  2. Restart the computer and the printer.
  3. Try scanning the document again.

     NOTE:

     If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step three: Try a different USB cable

Follow these steps to try a different USB cable.

1. Try using a different USB cable.
2. Try scanning the document again.

• If these steps resolved the issue , there is no need to continue troubleshooting.
• If the issue persists , see the next step.

Step four: Remove additional USB devices that connect to the computer

Follow these steps to remove additional USB devices that connect to the computer.

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.

1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
2. Try scanning the document again.

   NOTE:

   If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Disconnect the USB cable

Disconnect the USB cable from the printer.

Image: Disconnect the USB cable from the printer.

Step two: Uninstall the software

Follow these steps to uninstall the software.

1. Disconnect the USB cable from the rear of the printer (if it is connected).
2. Press the Power button to turn on the printer.
3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
4. Click or tap your HP printer's name, and then click or tap Uninstall .
5. Follow the on-screen instructions to uninstall the software.

• What if an error message displays during the uninstall?
  If an error message displays while you are uninstalling the software, follow these steps.
  1. Click or tap OK to close the error message.
  2. Click or tap the bottom left corner of the screen to switch to the Start screen.
  3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
  4. Click or tap Settings .
  5. Click or tap Tiles .
  6. Move the slider bar under Show administrative tools to Yes .
  7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap the Print Management tile.
  8. Double-click or double-tap All Printers .
  9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
  10. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.

Step three: Remove unnecessary files and folders with Disk Cleanup

Follow these steps to remove unnecessary files and folders with Disk Cleanup.

1. Right-click or tap and hold the bottom left corner of the screen.
2. Click or tap Search , and then click or tap Settings . The Settings search window opens.
3. Type Disk Cleanup in the Settings search window.
4. Click or tap Free up disk space by deleting unnecessary files .
5. Select the drive containing the operating system and click or tap OK .
6. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
7. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
   • Deletes temporary Internet files
   • Deletes downloaded program files
   • Empties the Recycle Bin
   • Deletes files from the Temporary folder
   • Deletes files created by other Windows tools
   • Removes optional Windows components that are not used
8. After you select the components that you want to remove, click or tap OK .

Step four: Restart the computer

Follow these steps to restart the computer.

1. Move the mouse cursor or tap and hold the top right or bottom right of the screen to activate the Charms Bar.
2. Click or tap Settings .
3. Click or tap Power .
4. Click or tap Restart .

Step five: Turn off programs that run in the background

Follow these steps to turn off programs that run in the background.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

1. Right-click or tap and hold the bottom left corner of the screen.
2. Click or tap Run .
3. Type msconfig in the Run window, and then press Enter on the keyboard.
   If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
4. In the System Configuration window, click or tap the radio button next to Selective Startup , and then click or tap the box next to Load startup items to remove the checkmark.
5. Click or tap the Services tab, click or tap the Hide all Microsoft services checkbox, and then click or tap Disable All .
6. Click or tap Apply , and then click or tap OK .
7. When prompted to restart the computer, click or tap Restart .

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:

• Download from the Web : Click or tap HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
• Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.

1. Right-click or tap and hold the lower left corner of the computer screen.
2. Click or tap Run .
3. Type msconfig in the Run window, and then press Enter on the keyboard.
   If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
4. In the System Configuration window, click or tap the radio button beside Normal Startup .
5. Click or tap Apply , and then click or tap OK .
6. When prompted to restart the computer, click or tap Restart .

HP Consumer Forums
Graphic and link to HP Consumer Forums	See what other customers are saying at the HP forums .

NOTE:

If there are no other users on your network, skip to the next solution.

Step one: Check to see if other users are using the scanner

Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.

Step two: Try the scan again

Try scanning the document again to see if the issue is resolved.

• If these steps resolved the issue , you do not need to continue troubleshooting.
• If the issue persists , continue to the next solution.

Step one: Check the Scan to Computer setting