HP Officejet 6500 Wireless User Manual

							
Solve network problems
NOTE:After correcting any of the following, run the installation program again.
General network troubleshooting
• If you are unable to install the device software, verify that:
◦All cable connections to the computer and the device are secure.
◦ The network is operational and the network hub is turned on.
◦ All applications, including virus prot ection programs, spyware protection
programs, and firewalls, are closed or disabled for computers running Windows.
◦ Make sure the device is installed on the same subnet as the computers that will
be using the device.
◦ If the installation program cannot discover the device, print the network
configuration page, and enter the IP address manually in the installation program.
For more information, see 
Understand the network configuration page
• If you are using a computer running Windows, make sure that the network ports created in the device driver match the device IP address:
◦Print the device’s network configuration page.
◦ Click  Start, point to  Settings, and then click  Printers or Printers and Faxes .
- Or -
Click  Start, click  Control Panel , and then double-click  Printers.
◦ Right-click the de vice icon, click Properties, and then click the  Ports tab.
◦ Select the TCP/IP port for  the device, and then click Configure Port.
◦ Compare the IP address listed in the dialog box and make sure it matches the IP
address listed on the network configuration page. If the IP addresses are different,
change the IP address in the dialog box to match the address on the network
configuration page.
◦ Click  OK twice to save the settings and close the dialog boxes.
Problems connecting to a wired network
• If the Link light on the network connector does not turn on, make sure that all of the “General network troubleshooting” conditions are met.
• Though it is not recommended that you assign the device with a static IP address, you might resolve some installation problems (such as a conflict with a personal
firewall) by doing so.
Solve wireless problems (some models only)
If the device is unable to communicate with the network after completing the wireless
setup and software  installation, perform o ne or more of the following tasks in the order
shown below.
•
Basic wireless troubleshooting
•
Advanced wireless troubleshooting
Solve wireless problems (some models only) 217
 
						

							
Basic wireless troubleshooting
Perform the following steps in the order presented.
NOTE:If this is the first time you are setting up the wireless connection, and you are
using the included software, make sure that the USB cable is connected to the device
and the computer.
Step 1 - Make sure the wireless (802.11) light is turned on
If the blue light near the HP devices wireless button is not lit, the wireless capabilities
might not have been turned on. To turn on wireless, press and hold the  Wireless button
for three seconds.
NOTE: If your HP device supports Ethernet networking, make sure that an Ethernet
cable has not been connected to the device. Connecting an Ethernet cable turns off
the HP devices wireless capabilities.
Step 2 - Restart components of the wireless network
Turn off the router and the HP device, and then turn them back on in this order: router
first and then the HP device. If you still are unable to connect, turn off the router, HP
device, and your computer. Sometimes, turning off the power and then turning it back on
will recover a network communication issue.
Step 3 - Run the Wireless Network Test
For wireless networking issues, run the Wireless Network Test. To print a Wireless
Network Test page, press the  Wireless button. If a problem is detected, the printed test
report will include recommendations that might help solve the problem.
Advanced wireless troubleshooting
If you have tried the suggestions provided in the Basic troubleshooting section and are
still unable to connect to your HP device to the wireless network, try the following
suggestions in the order presented:
•
Make sure your computer is connected to your network
•
Make sure that the HP device is connected to your network
•
Check to see if the firewall software is blocking communication
•
Make sure the HP device is online and ready
•
Your wireless router is using a hidden SSID
•
Make sure the wireless versio n of the HP device is set as the default printer driver
(Windows only)
•
Make sure the HP Network  Devices Support service is running (Windows only)
•
Add hardware addresses to  a wireless access point (WAP)
Chapter 9
218 Maintain and troubleshoot
 
						

							
Make sure your computer is connected to your network
To check a wired (Ethernet) connection
▲Many computers have indicator lights beside the port where the Ethernet cable from
the router connects to your computer. Usually there are two indicator lights, one that
is on and another that blinks. If your computer has indicator lights, check to see if the
indicator lights are on. If the lights are not on, try reconnecting the Ethernet cable to
the computer and the router. If you still do not see lights, there might be a problem
with the router, the Ethernet cable, or your computer.
NOTE: Macintosh computers do not have indicator lights. To check the Ethernet
connection on a Macintosh computer, click  System Preferences in the Dock, and
then click  Network. If the Ethernet connection is working correctly,  Built-in
Ethernet  appears in the list of connections, along with the IP address and other
status information. If  Built-in Ethernet does not appear in the list, there might be
a problem with the router, the Ethernet cable, or your computer. For more
information, click the Help button in the window.
To check a wireless connection
1. Make sure that your computers wireless has been turned on. (For more information,
see the documentation that came with your computer.)
2. If you are not using a unique network name (SSID), then it is possible that your
wireless computer could be connected to a nearby network that is not yours.
The following steps can help you determine if your computer is connected to your
network.
Windows
a. Click  Start, click  Control Panel , point to Network Connections , and then click
View Network Status  and Tasks .
Or
Click  Start, select  Settings , click Control Panel , double-click Network
Connections , click the View menu, and then select  Details.
Leave the network dialog box open while you continue to the next step.
b . Disconnect the power cord from the wireless router. The connection status of your
computer should change to  Not Connected.
c . Reconnect the power cord to the wireless router. The connection status should
change to  Connected.
Mac OS X
▲ Click the  AirPort icon in the menu bar at the top of the screen. From the menu
that appears, you can determine if the AirPort is turned on and which wireless
network your computer  is connected to.
NOTE:For more detailed information about your AirPort connection, click
System Preferences  in the Dock, and then click  Network. If the wireless
connection is working correctly, a green dot appears next to AirPort in the list
of connections. For more information, click the Help button in the window.
Solve wireless problems (some models only) 219
 
						

							
If you are unable to get your computer connected to your network, contact the person
who set up your network or the router manufacturer as there might be a hardware issue
with either your router or computer.
If you are able to access the Internet and are using a computer running Windows, you
can also access HP Network Assistant at 
www.hp.com/sbso/wireless/tools-setup.html?
jumpid=reg_R1002_USEN  for help in setting up a network. (This Web site is only
available in English.)
Make sure that the HP device is connected to your network
If your device is not connected to the same network as your computer, you will not be
able to use the HP device over the network. Follow the steps described in this section to
find out if your device is actively connected to the correct network.
Make sure the HP device is on the network
1. If the HP device supports Ethernet networking and is connected to an Ethernet
network, make sure an Ethernet cable is not plugged into the back of the device. If
an Ethernet cable is plugged into the back, then wireless connectivity is disabled.
2. If the HP device is connected to a wireless network, print the devices Wireless
Configuration page. For more information, see 
Understand the network configuration
page .
▲ After the page has been printed, check the Network Status and URL:
Network Status•If the Network Status is Ready, the HP
device is actively connected to a
network.
•If the Network Status is Offline, the HP
device is not connected to a network.
Run the Wireless Network Test (using
the instructions at the beginning of this
section) and follow any
recommendations.
URLThe URL shown here is the network
address assigned to the HP device by your
router. You will need this to connect to the
embedded Web server.
Chapter 9
220 Maintain and troubleshoot
 
						

							
Check to see if you can access the embedded Web server (EWS)
▲After you establish that the computer and the HP device both have active connections
to a network, you can verify if they are on the same network by accessing the devices
embedded Web server (EWS). For more information, see 
Embedded Web server .
To access the EWS
a . On your computer, open the Web browser you normally use to access the Internet
(for example, Internet Explorer or Safari). In the address box, type the URL of the
HP device as it was shown on the Network Configuration Page (for example,
http://192.168.1.101).
NOTE: If you are using a proxy server in your browser, you might need to
disable it to  access the EWS.
b. If you can access the EWS, try using the HP device over the network (such as to
print) to see if your ne twork setup was successful.
c . If you cannot access the EWS or are still having problems using the HP device
over the network, continue to the next section regarding firewalls.
Check to see if the firewall software is blocking communication
If you cannot access the EWS and are sure both the computer and HP device have active
connections to the same network, the firewall security software might be blocking
communication. Temporarily turn off any firewall security software running on your
computer and then try to access the EWS again. If you can access the EWS, try using
the HP device (for printing).
If you are able to access the EWS and use your HP device with the firewall turned off,
you will need to reconfigure your firewall settings to allow the computer and HP device
to communicate with each other over the network.
If you are able to access the EWS, but are still unable to use the HP device even with the
firewall turned off, try enabling the firewall software to recognize the HP device.
Make sure the HP device is online and ready
If you have the HP software installed, you can check the HP device’s status from your
computer to see if the device is paused or offline, preventing you from using it.
To check the HP device’s status, complete the following steps:
Windows
1. Click  Start, point to  Settings, and then click  Printers or Printers and Faxes .
- Or -
Click  Start, click  Control Panel , and then double-click  Printers.
2. If the printers on your computer are not being displayed in Details view, click the
View  menu, and then click  Details.
3. Do one of the following, depending on the printer status:
a. If the HP device is  Offline, right-click the device, and click  Use Printer Online.
b . If the HP device is  Paused, right-click the  device, and click  Resume Printing .
4. Try using the HP device over the network.
Solve wireless problems (some models only) 221
 
						

							
Mac OS X
1.Click  System Preferences  in the Dock, and then click  Print & Fax.
2. Select the HP device, and the click  Print Queue.
3. If Jobs Stopped  appears in the window that appears, click  Start Jobs.
If you can use the HP device after performing the steps above but find that the symptoms
persist as you continue to use the device, your firewall might be interfering. If you still
cannot use the HP device over the network, continue to the next section for additional
troubleshooting help.
Your wireless router is using a hidden SSID
If your wireless router or Apple AirPort Base Station is using a hidden SSID, your HP
device will not automatically detect the network.
Make sure the wireless version of the HP device is set as the default printer driver
(Windows only)
If you install the software again, the installer might create a second version of the printer
driver in your  Printers or Printers and Faxes  folder. If you have di fficulties printing or
connecting to the HP device, make sure the correct version of the printer driver is set as
the default.
1. Click  Start, point to  Settings, and then click  Printers or Printers and Faxes .
- Or -
Click  Start, click  Control Panel , and then double-click  Printers.
2. Determine if the version of the printer driver in the  Printers or Printers and Faxes
folder is connected wirelessly:
a . Right-click the printer icon, and then click  Properties, Document Defaults , or
Printing Preferences .
b .On the  Ports tab, look for a port in the list  with a checkmark. The version of the
printer driver that is connected wirelessly has  Standard TCP/IP Port as the Port
description, next to the checkmark.
3. Right-click the printer icon for the version of the printer driver that is connected
wirelessly, and select  Set as Default Printer .
NOTE:If there is more than one icon in the folder for the HP device, right-click the
printer icon for the version of the printer driver that is connected wirelessly, and select
Set as Default Printer .
Make sure the HP Network Devices Support service is running (Windows only)
To restart the HP Network Device Support service
1.Delete any print jobs currently in the print queue.
2. On the desktop,  right-click My Computer  or Computer , and then click  Manage.
3. Double-click  Services and Applications , and then click Services.
4. Scroll down the list of  services, right click HP Network Devices Support , and then
click  Restart .
5. After the service restarts, try using the HP device over the network again.
If you are able to use the HP device over the network, your network setup was successful.
Chapter 9
222 Maintain and troubleshoot
 
						

							
If you still cannot use the HP device over the network or if you have to periodically perform
this step in order to use your device over the network, your firewall might be interfering.
If this still does not work, there might be a problem with your network configuration or
router. Contact the person who set up your network or the router manufacturer for help.
Add hardware addresses to a wireless access point (WAP)
MAC filtering is a security feature in whic h a wireless access point (WAP) is configured
with a list of MAC addresses (also called “hardware addresses”) of devices that are
allowed to gain access to the network through the WAP. If the WAP does not have the
hardware address of a device attempting to access the network, the WAP denies the
device access to the network. If the WAP filters MAC addresses, then the device’s MAC
address must be added to the WAP’s list of accepted MAC addresses.
• Print the network configuration page. For more information, see 
Understand the
network configuration page .
• Open the WAP’s configuration utility, and add the device’s hardware address to the list of accepted MAC addresses.
Solve photo (memory card) problems
If the following topics do not help, see Support and warranty  for information about HP
support.
NOTE: If you are starting a memory card operation from a computer, see the
software Help for troubleshooting information.
•The device cannot read the memory card
•
The device cannot read photos on the memory card
The device cannot read the memory card
• Check the memory card
◦Make sure that the memory card is one of the supported types. For more
information, see 
Insert a memory card .
◦ Some memory cards have a switch that controls how they can be used. Make
sure that the switch is set so that the memory card can be read.
Solve photo (memory card) problems 223
 
						

							
◦Inspect the ends of the memory card for dirt or material that closes a hole or spoils
a metal contact. Clean the contacts with a lint-free cloth and small amounts of
isopropyl alcohol.
◦ Assure that the memory card is working properly by testing it with other devices.
• Check the memory card slot
◦Make sure that the memory card is full y inserted into the correct slot. For more
information, see 
Insert a memory card .
◦ Remove the memory card (when the light is not blinking) and shine a flashlight
into the empty slot. See if any of the small pins inside are bent. When the computer
is off, you can straighten slightly bent pins by using the tip of a thin, retracted
ballpoint pen. If a pin has bent in such a way that it touches another pin, replace
the memory card reader or have the devi ce serviced. For more information, see
Support and warranty.
◦ Make sure that only one memory card has been inserted at a time in the slots. An
error message should appear on the control-panel display if more than one
memory card is inserted.
The device cannot read photos on the memory card
Check the memory card
The memory card might be corrupt.
Solve device management problems
This section provide solutions to common problems that involve managing the device.
This section contains the following topic:
Embedded Web server cannot be opened
Embedded Web server cannot be opened
Check your network setup
• Make sure you are not using a phone cord or a cross cable to connect the device to
the network. For more  information, see 
Configure the device (Windows)  or Configure
the device (Mac OS X).
• Make sure the network cable is securely connected to the device.
• Make sure the network hub, switch, or router is turned on and working properly.
Check the computer
Make sure the computer that you are using is connected to the network.
Check your Web browser
Make sure the Web browser meets the minimum system requirements. For more
information, see 
System requirements .
Chapter 9
224 Maintain and troubleshoot
 
						

							
Check the device IP address
• To check the IP address of the device from the control panel (color display modelsonly), touch the  Setup button, select  Network, select View Network Settings , and
then select either  Display Wired Summary  or Display Wireless Summary .
For devices with a two-line display, the user must obtain the IP address by printing a
network configuration page. Press the  Setup button, select  Network, select Network
Settings , and then select  Print Network Configuration Page .
• Ping the device using the IP address from the command prompt. For example, if the IP address is 123.123.123.123, type the following at the MS-DOS
prompt:
C:\Ping 123.123.123.123
If a reply appears, the IP address is correct. If a time-out response appears, the IP
address is incorrect.
Troubleshoot installation issues
If the following topics do not help, see Support and warranty  for information about HP
support.
•
Hardware installation suggestions
•
Software installation suggestions
Hardware installation suggestions
Check the device
• Make sure that all packing tape and material have been removed from outside and inside the device.
• Make sure that the device is loaded with paper.
• Make sure that no lights are on or blinking except the Ready light, which should be on. If the Attention light is blinking, check for messages on the device control panel.
Check the hardware connections
• Make sure that any cords and cables that you are using are in good working order.
• Make sure that the power cord is connected securely to both the device and to a working power outlet.
• Make sure that the phone cord is connected to the 1-LINE port.
Check the ink cartridges
Make sure that all latches and covers are closed properly.
Check the computer system
• Make sure that your computer is runni ng one of the supported operating systems.
• Make sure that the computer meets at  least the minimum system requirements.
Troubleshoot installation issues 225
 
						

							
Check the device to ensure the following
• Power light is on and not blinking. When the device is first turned on, it takesapproximately 45 seconds to warm up.
• The device is in the Ready state, and no other lights on the device control panel are lit or blinking. If lights are lit or blinking, see the message on the device control panel.
• Ensure power cord and other cables are working, and are firmly connected to the device.
• All packing tapes and materials are removed from the device.
• Duplexer is locked into place.
• Paper is loaded correctly in the tray, and is not jammed in the device.
• All latches and covers are closed.
Software installation suggestions
Verify installation preliminaries
• Make sure to use the Starter CD that contains the correct installation software for your operating system.
• Before installing software, make sure that all other programs are closed.
• If the computer does not recognize the path to the CD-ROM drive that you type, make sure that you are specifying the correct drive letter.
• If the computer cannot recognize the Star ter CD in the CD-ROM drive, inspect the
Starter CD for damage. You can download the device driver from the HP Web site
(
www.hp.com/support ).
Check or perform the following
• Make sure the computer me ets the system requirements.
• Before installing software on a Windows computer, ensure all other programs are closed.
• If the computer does not recognize the path to the CD drive that you typed, ensure you are specifying the correct drive letter.
• If the computer cannot recognize the Starter CD in the CD drive, inspect the CD for damage. You can download the device driver from the HP Web site (
www.hp.com/
support ).
• In the Windows device manager, make sure that the USB drivers have not been disabled.
• If you are using a computer running Windows, and the computer cannot detect the device, run the uninstall ation utility (util\ccc\uninstall. bat on the Starte r CD) to perform
a clean uninstallation of the device driver. Restart your computer, and reinstall the
device driver.
Check the computer system
• Make sure that your computer is runn ing one of the supported operating systems.
• Make sure that the comput er meets at least the minimum system requirements.
Chapter 9
226 Maintain and troubleshoot