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HP Deskjet 6980 Printer Series - 'Printer Not Found' Error Message Displays on the Computer During a Wireless Network Installation in Windows XP and Vista
Issue
When you install the HP software on a wireless network, the following error message displays on the computer: 'Printer Not Found
.'
Figure 1: Example of a wireless network
1 - Connection to the Internet, through an Internet service provider
2 - Modem
3 - Wireless access point (here shown as a wireless router)
4 - Computer, connected wirelessly
5 - HP product, connected wirelessly
Illustration of a wireless network setup. Tips for avoiding wireless communication issues
The following tips can help you avoid wireless communication issues. Try the tips separately or in combination. You might have to experiment a bit to get a successful wireless signal.
Move the product and the computer or access point (router) closer together.
Remove any metal objects between the product and the computer or access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless transmission.
Move any device that emits radio signals farther away from the product. Devices such as microwaves and cordless telephones can interfere with wireless transmission.
Accept or allow any firewall pop-up messages that appear during software installation.
See the VPN software documentation for how to temporarily turn off the VPN during software installation.
Follow these steps in the order presented to resolve the issue.
|
NOTE:
|
Some of the following steps require restarting the computer. Consider bookmarking or printing this page for ease of reference. |
Step one: Keep the error message open
Keep the Install Wizard window open with the 'Printer Not Found
' error message.
If you have already closed the installation window, use one of the following methods to reopen the window, depending on how you installed the software when the issue occurred. This step is necessary for you to begin troubleshooting.
Method one: Reinsert the software CD
Follow these steps if you used the product software CD to install the software.
Remove the software CD from the CD drive, and then close the CD drive.
Open the CD drive, reinsert the software CD, and then close the CD drive. The software installer starts automatically.
Follow the on-screen instructions to install the software.
When the 'Printer Not Found
' error message opens, leave the installation screen open, and then continue to the next step.
Method two: Reopen the downloaded software file
Follow these steps if you download the software from the HP Web site.
Double-click the icon for the software file you downloaded.
When the installation screen opens, click Install
, and then follow the on-screen instructions to finish installing the software.
When the 'Printer Not Found
' error message opens, leave the installation screen open, and then continue to the next step.
Step two: Get the SSID, the WEP key, and the WPA passphrase
The best way to get your network information is to ask the person who set up your network. However, you can follow these steps to gather the Service Set Identifier (SSID) and the Wireless Encryption Protocol (WEP) key or the WPA (Wi-Fi Protected Access) passphrase of the wireless access point.
|
NOTE:
|
HP cannot set up or change the network SSID, the WEP key, or WPA passphrase. You must get this information from the access point before you connect your product to the infrastructure network. |
Option one: Gather network information from the Embedded Web Server
See the documentation provided with the access point (router) and make note of the access point (router) IP address.
|
NOTE:
|
The access point IP address is often 192.168.0.1. However, this is not the address for every access point (router), and you can change the IP address after you connect the access point (router) and it is running. If the IP address is not 192.168.0.1, see the access point (router) documentation. |
Open a new Web browser window, type the access point (router) IP address in the address bar, and then press Enter
on your keyboard. The Embedded Web Server (EWS) of the access point (router) opens.
Figure 2: Example IP address in browser address line
Example IP address in browser address line Type the user name and password to access the access point (router) page.
|
NOTE:
|
The user name and password of the access point (router) are established during access point (router) setup. |
When the access point (router) configuration page opens, make note of the SSID. The SSID is the name of the infrastructure network. Leave the access point (router) page open so that you can find other access point (router) information.
|
NOTE:
|
The SSID is often on the first page of the access point (router) configuration page. |
Make note of the WEP key or the WPA passphrase, which you can often find on a Security tab or in a menu on the access point (router) configuration page. If the Security tab is not available, see the access point (router) documentation.
|
NOTE:
|
If more than one WEP key is in the list, make note of the first one (index 1) |
Option two: Gather the network information using the Network Diagnostic Utility
If you have difficulty gathering your network information, you can try running the Network Diagnostic Utility
to retrieve your network name and password. The retrieval feature only works if
the computer has a wireless connection to the network, and if
the Windows operating system was used to configure the wireless settings.
Follow these steps to open a new window to download and run the Network Diagnostic utility:
-
Read the requirements and description, click the Download only
button, and then click Save
to save the utility to your computer.
Browse to the location where you saved the utility, and then double-click the USERHPNDU_2017.exe
file to run it. If you get a firewall security alert, click Unblock, Accept, Continue, Yes, Allow, or Permit.
When the Welcome window displays, click Show Advanced Tools
, and then click Retrieve WPA/WEP Key
.
When the window appears showing the SSID, Encryption, and Network Key information, click the Show Network Key
button to display the actual network key.
|
Step three: Print an HP Report page
Follow these steps to print an HP Report page (network configuration page) to gather information about the product's wireless connections.
Press the Power button ( 
) to turn on the product, if it is not already on. - Press the Report Page button (
) once.Figure 3: Report Page button on the product
Report Page button location The HP Report page prints
Figure 4: Example HP Report page (in English)
Example HP Report page |
NOTE:
|
Your product's printed report page might look different than this example. |
Find the IP address on the HP Report page.
Figure 5: Example IP address on the network configuration page
Example IP address on the network configuration page Set the page aside to reference in the next steps.
If the product IP address on the HP Report page is 0.0.0.0 or 169.254.XXX.XXX
(where XXX is any combination of numbers), continue to the next step to set up the product on a wireless network.
If the product IP address on the HP Report page is NOT 0.0.0.0 or 169.254.XXX.XXX
(where XXX is any combination of numbers), skip to Step five
in this document to check communication between the product and the computer.
Step four: Connect to the wireless network
Follow these steps to temporarily connect an Ethernet cable to configure the printer for
your wireless network:
|
NOTE:
|
Once the printer is configured for wireless communication, the setup
wizard prompts you to remove the cable. |
Connect the Ethernet cable to the rear of the HP product, and then to the Ethernet port on your network. This might be a port on a router, or one directly on your computer.
Figure 6: Connect the Ethernet cable
Illustration of connecting the Ethernet cable Examine the control panel on the front of the product and make sure that the Network icon ( 
) illuminates. Figure 7: Check the Network icon
Illustration of the Network icon on the printer When you get to the steps later in this document to reinstall the HP software, select the wireless network option. The HP installer prompts you to remove the Ethernet cable when necessary.
Step five: Check the communication between the printer and the computer
Use the following steps to check the communication between the product and the computer by accessing the Embedded Web Server (EWS).
|
NOTE:
|
You need the network configuration page printed earlier. |
Open a new Web browser window or tab.
In the address bar, type the product IP address given on the network configuration page, and then press Enter
on your keyboard.
The EWS\Printer information page for the product opens and confirms that the product is communicating with the computer.
Continue to the next step.
Step six: Search for the printer with the product IP address
In the Install Wizard
window, select the Show Advanced Search Options
check box.
Type the product IP address, and then click Search
.
|
NOTE:
|
You can find the product IP address listed on the HP Report page that you printed earlier in this document. |
If the printer is found, continue the software installation. When the installation is complete, you can stop troubleshooting.
If the printer is not found, click Cancel
to stop the software installation, and then continue to the next step.
Step seven: Disable startup programs and services
Follow these steps to turn off any startup programs or services that start when you turn on the computer.
Open the Run
or Start Search
dialog box.
In the Run
or 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.
In the System Configuration
window, click the Startup
tab, and then click Disable All
.
Click the Services
tab, click the Hide all Microsoft services
checkbox, and then click Disable All
.
Click Apply
, and then click OK
.
When prompted to restart the computer, click Restart later
.
Step eight: Restart the network devices
Follow these steps to restart all the devices on the network.
These steps include turning off the computer. Consider bookmarking this page for easy reference.
Press the Power button ( 
) to turn off the product. Turn off the computer.
Turn off the wireless access point.
Turn on the wireless access point.
Press the Power button (
) to turn on the product. Press the power button on the computer to turn it on.
When the computer turns on, a System Configuration Utility
message opens on the computer. Select the Do not show this message again
check box, and then click OK
.
Step nine: Temporarily disable the firewall
Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily turn off any third-party firewalls.
Look in the lower-right corner of the computer (systems tray) to find the icon for the third-party software.
|
NOTE:
|
The appearance of the icon varies depending on the manufacturer of the software.
|
Figure 8: Example of the systems tray on the computer
Image of a systems tray. |
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. |
Right-click the icon for the third-party software, and then click Disable
.
|
NOTE:
|
The option to turn off the software might not be 'Disable
'. Look for a similar menu option, such as Stop
or Turn off
.
|
Step ten: Uninstall any HP software
Even if the HP software installation failed, some HP components might be partially installed on your computer. Follow these steps to remove the components.
Remove the software:
Windows XP: Click Start
, click Control Panel
, and then click Add or Remove Programs
. Click the following HP software components, click Remove/Change
, and then click Next
to remove the software.
Windows Vista: On the Windows taskbar, click the Windows icon ( 
), click Control Panel
, and then double-click Programs and Features
. Click the following HP software components, click Uninstall
near the top of the window, and then click Next
to remove the software. Components to remove
HP Deskjet/Photosmart/printer software
HP Imaging device functions
HP Customer Participation program
HP Solution Center
HP Photosmart Essentials
Restart the computer.
Step eleven: Reinstall the HP software
Use one of the following methods to reinstall the software, depending on how you installed the software when the issue occurred.
|
NOTE:
|
Accept or allow any firewall pop-up messages that appear during software installation. |
Method one: If the software CD is still in the CD drive
Remove the software CD from the CD drive, and then close the CD drive.
Open the CD drive, insert the software CD, and then close the CD drive. The software installer starts automatically.
If the Install Wizard does not open automatically, follow these steps to open it:
Follow the on-screen instructions to finish installing the software.
Method two: If the software CD is not in the CD drive
Insert the software CD into the CD drive. The software installer starts automatically.
If the Install Wizard does not open automatically, follow these steps to open it:
Follow the on-screen instructions to finish installing the software.
Method three: If you downloaded the software from the HP Web site
Double-click the icon for the software file you downloaded.
When the installation screen opens, click Install
, and then follow the on-screen instructions to finish installing the software.
Step twelve: Restart the firewall
In the systems tray, right-click the icon for the third-party software, and then click Enable
.
Figure 9: Example of the systems tray on the computer
Image of a systems tray. |
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. |
For steps to configure the firewall, click the document link next to the firewall icon in the following table, and then follow the steps in the linked document.
|
NOTE:
|
Consider printing this page, or bookmarking it on your Web browser, so that you can reference it after you configure the firewall. |
Step thirteen: Re-enable startup programs and services
Open the Run
or Start Search
dialog box.
In the Run
or 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.
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. |
If no changes should be made to startup programs or services, click the General
tab, and then select the Normal Startup
checkbox.
Click Apply
, and then click OK
.
When prompted to restart the computer, click Restart
.
Cause
The issue can be caused by any of the following situations.
A firewall is preventing the product from accessing the computer.
A Virtual Private Network (VPN) is preventing the product from accessing the computer.
The software failed to find the product.
The product is assigned an Auto IP (169.254.x.y) address instead of a DHCP.
The product is on the wrong subnet or gateway.
The product is not turned on.
The network connection is not active.
Auto IP/DHCP has not finished running.
The wrong network is selected.
The access point (router) hardware address and the MAC address do not match.
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Printable version
