HP Officejet Pro 8500A User Manual

							
Step 3 - Run the Wireless Network Test
For wireless networking issues, run the Wireless Network Test. To print a Wireless
Network Test page, touch right arrow 
, touch Network , touch Wireless , and then
select  Wireless Network Test . If a problem is detected, the printed test report
includes 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 printer to the wireless network, try the following
suggestions in the order presented:
•
Step1:Makesureyourcomputerisconnectedtoyournetwork
•
Step2:Makesurethattheprinterisconnectedtoyournetwork
•
Step3:Checktoseeifthefirewallsoftwareisblockingcommunication
•
Step4:Makesuretheprinterisonlineandready
•
Step5:Makesurethewirelessversionoftheprinterissetasthedefaultprinter
driver(Windowsonly)
•
Step6:MakesuretheHPNetworkDevicesSupportserviceisrunning(Windows
only)
•
Addhardwareaddressestoa wirelessaccesspoint(WAP)
Step 1: Make sure your computer is connected to your network
To check a wired (Ethernet) connection

x 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.
Solve wireless problems 137
 
						

							
To check a wireless connection
1.Make sure that your computer's 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

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.
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.)
Step 2: Make sure that the printer is connected to your network
If your printer is not connected to the same network as your computer, you cannot use
the printer over the network. Follow the steps described in this section to find out if
your printer is actively connected to the correct network.
NOTE: If your wireless router or Apple AirPort Base Station is using a hidden
SSID, your printer cannot automatically detect the network.
Chapter 9
138 Solve a problem 
 
						

							
A: Make sure the printer is on the network
1.If the printer supports Ethernet networking and is connected to an Ethernet
network, make sure an Ethernet cable is not plugged into the back of the printer. If
an Ethernet cable is plugged into the back, then wireless connectivity is disabled.
2. If the printer is connected to a wireless network, print the printer's Wireless
Configuration page. For more information, see 
Understandthenetwork
configurationpage.

x After the page has been printed, check the Network Status and URL:
Network Status•If the Network Status is Ready, the
printer is actively connected to
a network.
•If the Network Status is Offline, the
printer 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 printer by your
router. You need this to connect to the
embedded Web server.
B: Check to see if you can access the EWS

xAfter you establish that the computer and the printer both have active connections
to a network, you can verify if they are on the same network by accessing the
printer's EWS. For more information, see 
EmbeddedWebserver.
To access the EWS
a . On your computer, open the Web browser you typically use to access the
Internet (for example, Internet Explorer or Safari). In the address box, type the
URL of the printer 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 printer over the network (such as to
print) to see if your network setup was successful.
c . If you cannot access the EWS or are still having problems using the printer
over the network, continue to the next section regarding firewalls.
Step 3: Check to see if the firewall software is blocking communication
If you cannot access the EWS and are sure both the computer and printer 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 printer (for printing).
Solve wireless problems 139
 
						

							
If you are able to access the EWS and use your printer with the firewall turned off, you
need to reconfigure your firewall settings to allow the computer and printer to
communicate with each other over the network. For more information, see 
Configure
yourfirewalltoworkwithprinters.
If you are able to access the EWS, but are still unable to use the printer even with the
firewall turned off, try enabling the firewall software to recognize the printer.
Step 4: Make sure the printer is online and ready
If you have the HP software installed, you can check the printer’s status from your
computer to see if the printer is paused or offline, preventing you from using it.
To check the printer’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 printer is  Offline, right-click the printer, and click  Use Printer Online.
b . If the printer is  Paused, right-click the printer, and click  Resume Printing.
4. Try using the printer over the network.
Mac OS X
1. Click System Preferences  in the Dock, and then click  Print & Fax.
2. Select the printer, and the click  Print Queue.
3. IfJobs Stopped  appears in the window that appears, click  Start Jobs.
If you can use the printer after performing the steps above but find that the symptoms
persist as you continue to use the printer, your firewall might be interfering. If you still
cannot use the printer over the network, continue to the next section for additional
troubleshooting help.
Step 5: Make sure the wireless version of the printer is set as the default printer
driver (Windows only)
If you install the HP software again, the installer might create a second version of the
printer driver in your  Printers or Printers and Faxes  folder. If you have difficulties
Chapter 9
140 Solve a problem 
 
						

							
printing or connecting to the printer, 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 printer, right-click the
printer icon for the version of the printer driver that is connected wirelessly, and
select  Set as Default Printer .
Step 6: 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 printer over the network again.
If you are able to use the printer over the network, your network setup was successful.
If you still cannot use the printer over the network or if you have to periodically perform
this step in order to use your printer 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 which a 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
Solve wireless problems 141
 
						

							
access to the network. If the WAP filters MAC addresses, then the printer’s MAC
address must be added to the WAP’s list of accepted MAC addresses.
• Print the network configuration page. For more information, see 
Understandthe
networkconfigurationpage.
• Open the WAP’s configuration utility, and add the printer’s hardware address to the list of accepted MAC addresses.
Configure your firewall to work with printers
A personal firewall, which is security software running on your computer, can block
network communication between your printer and your computer.
If you are having problems such as:
• Printer not found when installing HP software
• Unable to print, print job stuck in queue or printer goes offline
• Scan communication errors or scanner busy messages
• Unable to see printer status on your computer
The firewall might be preventing your printer from notifying computers on your network
where it can be found. If the HP software cannot find the printer during installation
(and you know the printer is on the network), or you have already successfully
installed HP software and experience problems, try the following:
1.If you are using a computer running Windows, in the firewall configuration utility,
look for an option to trust computers on the local subnet (sometimes called the
“scope“ or “zone“). By trusting all computers on the local subnet, computers and
devices in your home or office can communicate with each other while still being
protected from the internet. This is the easiest approach to use.
2. If you do not have the option to trust computers on the local subnet, add incoming
UDP port 427 to your firewall’s list of allowed ports.
NOTE: Not all firewalls require you to differentiate between incoming and
outgoing ports, but some do.
Another common problem is that HP software is not set as a trusted software by your
firewall to access the network. This can happen if you answered “block“ to any firewall
dialog boxes that appeared when you installed the HP software.
If this occurs, and if you are using a computer running Windows, check that the
following programs are in your firewall’s list of trusted applications; add any that are
missing.
• hpqkygrp.exe , located in C:\program files\HP digital imaging\bin
• hpqscnvw.exe , located in C:\program files\HP\ digital imaging\bin
- or -
hpiscnapp.exe , located in C:\program files\HP\ digital imaging\bin
• hpqste08.exe , located in C:\program files\HP\ digital imaging\bin
• hpqtra08.exe , located in C:\program files\HP\ digital imaging\bin
• hpqthb08.exe , located in C:\program files\HP\ digital imaging\bin
Chapter 9
142 Solve a problem 
 
						

							
NOTE:Refer to your firewall documentation on how to configure the firewall port
settings and how to add HP files to the “trusted“ list.
Some firewalls continue to cause interference even after you disable them. If you
continue to have problems after configuring the firewall as described above and if
you are using a computer running Windows, you might need to uninstall the firewall
software in order to use the printer over the network.
Advanced firewall information
The following ports are also used by your printer and might need to be opened on your
firewall configuration. Incoming ports (UDP) are destination ports on the computer
while outgoing ports (TCP) are destination ports on the printer.
• Incoming (UDP) ports:  137, 138, 161, 427
• Outgoing (TCP) ports:  137, 139, 427, 9100, 9220, 9500
The ports are used for the following functions:
Printing
• UDP ports:  427, 137, 161
• TCP port:  9100
Photo card upload
• UDP ports:  137, 138, 427
• TCP port:  139
Scanning
• UDP port:  427
• TCP ports:  9220, 9500
HP printer status
UDP port:  161
Faxing
• UDP port:  427
• TCP port:  9220
HP printer installation
UDP port:  427
Solve printer management problems
This section provides solutions to common problems that involve managing the printer.
This section contains the following topic:
•
EmbeddedWebservercannotbeopened
Solve printer management problems 143
 
						

							
NOTE:To use the embedded EWS, the printer must be connected to a network
using either an Ethernet or a wireless connection. You cannot use the embedded
Web server if the printer is connected to a computer with a USB cable.
Embedded Web server cannot be opened
Check your network setup
• Make sure you are not using a phone cord or a crossover cable to connect the printer to the network.
• Make sure the network cable is securely connected to the printer.
• Make sure the network hub, switch, or router is turned on and working correctly.
Check the computer
Make sure the computer that you are using is connected to the network.
NOTE: To use the EWS, the printer must be connected to a network using either
an Ethernet or a wireless connection. You cannot use the embedded Web server if
the printer is connected to a computer with a USB cable.
Check your Web browser
• Make sure the Web browser meets the minimum system requirements. For more information, see 
Systemrequirements.
• If your Web browser uses any proxy settings to connect to the Internet, try turning off these settings. For more information, see the documentation available with your
Web browser.
• Make sure JavaScript and cookies are enabled in your Web browser. For more information, see the documentation available with your Web browser.
Check the printer IP address
• To check the IP address of the printer, obtain the IP address by printing a network configuration page. Touch  right arrow, select Setup , select  Network , and then
select Print Network Settings .
• Ping the printer 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
Or, in Mac OS X, use one of the following methods:

•Open Terminal (available in the Applications > Utilities folder) and type the
following: ping 123.123.123

• Open the Network Utility (available in the Applications > Utilities folder) and
click the  Ping tab.
If a reply appears, the IP address is correct. If a time-out response appears, the IP
address is incorrect.
Chapter 9
144 Solve a problem 
 
						

							
Troubleshoot installation issues
If the following topics do not help, see HPsupport for information about HP support.
•
Hardwareinstallationsuggestions
•
HPsoftwareinstallationsuggestions
•
Solvenetworkproblems
Hardware installation suggestions
Check the printer
• Make sure that all packing tape and material have been removed from outside and inside the printer.
• Make sure that the printer 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 printer 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 printer and to a working power outlet.
Check the printheads and ink cartridges
• Make sure that all of the printheads and ink cartridges are firmly installed in their correct, colorcoded slot. Press down firmly on each one to ensure proper contact.
The printer cannot work if they are not all installed.
• Make sure that the printhead latch is closed correctly.
• If the display shows a printhead error message, clean the contacts on the printheads.
HP software installation suggestions
Check the computer system
• Make sure that your computer is running one of the supported operating systems.
• Make sure that the computer meets at least the minimum system requirements.
• 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 printer, run the uninstallation utility (util\ccc\uninstall.bat on the installation CD) to
perform a clean uninstallation of the printer driver. Restart your computer, and
reinstall the printer driver.
Troubleshoot installation issues 145
 
						

							
Verify installation preliminaries
• Make sure to use the installation CD that contains the correct HP software for youroperating system.
• Before installing HP 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 installation CD in the CD-ROM drive, inspect the installation CD for damage. You can download the printer driver from the HP
Web site (
www.hp.com/support).
NOTE: After correcting any problems, run the installation program again.
Solve network problems
General network troubleshooting
• If you are unable to install the HP software, verify that:

•All cable connections to the computer and the printer are secure.

• The network is operational and the network hub is turned on.

• All applications, including virus protection programs, spyware protection
programs, and firewalls, are closed or disabled for computers running Windows.

• Make sure the printer is installed on the same subnet as the computers that
use the printer.

• If the installation program cannot discover the printer, print the network
configuration page and enter the IP address manually in the installation
program. For more information, see 
Understandthenetworkconfigurationpage.
• If you are using a computer running Windows, make sure that the network ports created in the printer driver match the printer IP address:

•Print the printer’s network configuration page.

• Click Start, then click  Printers or Printers and Faxes .
- Or -
Click Start, click  Control Panel , and then double-click  Printers.

• Right-click the printer icon, click  Properties, and then click the  Ports tab.

• Select the TCP/IP port for the printer, 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  Network light on the printer control panel 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 printer with a static IP address, you might resolve some installation problems (such as a conflict with a personal
firewall) by doing so.
Chapter 9
146 Solve a problem