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Solution: Make sure you have an active network connection.
To make sure your network connection is active
1. If the connections are secure, turn off the power on the HP Photosmart, and then turn it on
again. Press the On button on the control panel to turn the HP Photosmart off, and press it
again to turn the device on. Also, turn off the power on your router or hub, and then turn it
on again.
2. Check the cable connections from the HP Photosmart to your gateway, router, or hub to
ensure connections are secure.
3. Make sure the HP Photosmart is connected to the network with a CAT-5 Ethernet cable.
Cause: Cables are not connected properly.
Solution: Check the following cables to ensure they are connected properly:
• Cables between the HP Photosmart and the hub or router
• Cables between the hub or router and your computer
• Cables to and from your modem or HP Photosmart Internet connection (if applicable)
Cause: A firewall, anti-virus, or anti-spyware application is preventing the HP Photosmart from
accessing your computer.
Solution: Uninstall the HP Photosmart software, and then reboot your computer. Temporarily
disable anti-virus or anti-spyware applications, and then reinstall the HP Photosmart software.
You can re-enable your anti-virus or anti-spyware applications after installation is complete. If
you see firewall pop-up messages, you must always accept or allow the pop-up messages.
If the screen still appears, try uninstalling the HP Photosmart software, rebooting your computer,
and temporarily disabling your firewall before reinstalling the HP Photosmart software. You can
re-enable your firewall application after installation is complete. If you still see firewall pop-up
messages, you must always accept or allow the pop-up messages.
For more information, see the documentation provided with the firewall software.
Cause: A Virtual Private Network (VPN) is preventing the HP Photosmart from accessing your
computer.
Solution: Try temporarily disabling the VPN before proceeding with the installation.
NOTE: The HP Photosmart is not accessible during VPN sessions. However, print jobs
are saved in the print queue. When you exit the VPN session, print jobs in the print queue
will be printed.
Wireless setup troubleshooting
This section addresses problems you might encounter setting up a network. Check the device display
for specific error messages.
NOTE: HP provides an online tool that might be able to find your wireless security settings
automatically. Go to:
www.hp.com/go/networksetup.
During wireless network setup you do not see the SSID (network name)
displayed
Cause: Your wireless router is not broadcasting its network name (SSID) because the
Broadcast SSID option is turned off.
Chapter 4
30 Troubleshooting and support
Troubleshooting and support