HP Printers - Printer Control Panel Menu App Issues

Close the printer app, and then reopen the printer app.

Try to use the printer app.

If the issue persists, continue to the next step.

Try to use the printer app later when HP Web Services is available.

If the issue persists, continue to the next step.

If your printer is not connected to an active Internet connection, printer apps do not work. Make sure the printer is connected to a wireless network with an active Internet connection.

note:

If you connect your printer with a USB cable, printer apps do not work.

On the printer, open the Wireless network or Settings menu to make sure the wireless signal is turned on. Some printers have a wireless icon and a blue light on the front of the printer. If the printer has a blue light, and the light is on and not blinking, your printer is connected to a wireless network.

Try to use the printer app.

If the issue persists, continue to the next step.

Use these recommendations and procedures to troubleshoot and avoid wireless connectivity issues.

• Restart the printer and the computer: Restarting the computer and the printer can clear error conditions.
• Confirm the printer connection and network name: On the printer, make sure the blue light next to the Wireless icon is on and steady. Open the Wireless network menu to make sure the printer is connected to the same network as your computer.
• Move the printer and router closer together: Move the printer and the computer closer to your wireless router, to within 6 ft (1.8 m). Wireless signals are weaker at greater distances between the printer and the router.
• Manually connect the printer to the network: Many HP printers have a Wireless Setup Wizard on the printer control panel network or wireless settings menus. Follow the on-screen instructions to connect the printer to the network.
• Restart the router: If you are experiencing a slow or intermittent wireless connection, restart your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.
• Check the router band setting: Many routers operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is turned on and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.
• Check your firewall software: Your firewall software might prevent the printer from accessing the computer. Accept or allow any firewall messages that display during the printer software download and installation. You can also configure the software to allow HP downloads and installations.
• Check for obstructions between the printer and the router: Remove any metal objects between the printer, the computer, and the access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless signals.
• Check for other devices that emit radio and wireless signals: Move any devices that emit radio signals, such as microwaves and cordless telephones, farther away from the printer.
• Set the IP address on the printer: Your printer can bypass automatic IP address assignment by DHCP and use any valid IP address you choose. Use the control panel menu to type an IP address that is valid for use on your local area network.

Try to use the printer app.

• If you continue to experience connectivity issues, go to Guided Solutions: Printer Does Not Maintain Wireless Connection for detailed troubleshooting steps.
• If the printer connects to the Internet and the error persists, continue to the next step.

Find and install printer firmware updates from the printer control panel.

1. Touch or press the HP ePrint icon or button or , touch or press Settings or Setup if necessary, then touch or press Product Update or Check Product Updates.
2. If you are prompted to sign up or accept terms of service, follow any on-screen instructions to enable Web Services and set up automatic updates. This procedure sets up the printer Internet connection so it can receive updates.
3. If the printer does not automatically start the update process, select Check for Updates or a similar menu to start the update.

   note:

   If updating firmware from the control panel does not work, go to Updating Firmware on the Printer for steps to download firmware updates from the HP website.

Close the printer app, then reopen the printer app.

Try to use the printer app.

If the issue persists, continue to the next step.

Try to use the printer app later. There might be a temporary issue with the HP Web Services at this time.

If the issue persists, continue to the next step.

To reset the printer apps for your printer, turn off and then turn on HP Web Services from the printer control panel.

1. Review the following services and features that do not work after you turn off Web Services.
   • HP ePrint: Removes your HP ePrint printer email address and allowed senders list.
     You can reuse a previous custom printer email address on the same HP Connected account or create a new custom email address for your printer when Web Services is turned on again.
   • HP Instant Ink: Removes the printer from your HP Connected account, but monthly enrollment and billing continues.
     Without Web Services, the HP server can no longer communicate with the printer to monitor ink levels and send new ink cartridges, and the printer might stop printing. If you enrolled in the HP Instant Ink service, you need to cancel your HP Instant Ink service separately. Go to How to Cancel Your HP Instant Ink Plan for more information.
     To continue using your HP Instant Ink service, you must turn on Web Services, and then follow the instructions on the information page to add your printer to HP Connected.
2. On your printer control panel, touch or press the HP ePrint icon or button, and then touch or press Settings.
   If your printer control panel does not have an HP ePrint icon or button, navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu, depending on your printer model.
3. Select Turn Off, Disable, or Remove, depending on your printer model.
4. Follow the on-screen instructions to turn off HP Web Services.
5. Turn on HP Web Services by repeating the same steps you used to turn it off.
6. After you turn on HP Web Services, a printer claim code prints that you can use to add your printer to HP Connected, in countries/regions that support HP Connected. Go to Setting Up an HP Connected Account for more information.

   note:

   For security purposes, the claim code expires 48 hours after the information sheet prints. Print the information sheet again if you need to re-enable the claim code for another 48 hours.

   • If the information page lists a string of numbers and letters, such as abc234vbn3434, that is the printer claim code.
   • If the information page lists an email, such as abc234vbn3434@hpeprint.com, the printer claim code is the number and characters before @hpeprint.com. For example, abc234vbn3434 would be the printer claim code.

   Examples of a Printer Claim Code

Try to use the printer app.

If the issue persists, continue to the next step.

If you are using your HP printer in a business environment, issues can occur if certain router ports have been closed by your network administrator. If the ports are closed, the HP printer cannot initiate outward connections to the Web Services servers. Check with your network administrator and confirm that ports 80, 443, 5222, and 5223 are open. When those ports are open, the HP printer connects to the Web Services servers.

note:

Do not use port forwarding to open any ports to external communication from the Internet to your printer. Doing so is a security risk and is unnecessary. Web Services connections are initiated by the HP printer from your network to the Web Services servers. Print data is transferred back to the HP printer through the connection initiated by the HP printer.

Try to use the printer app.

If the issue persists, continue to the next step.

To troubleshoot and resolve common connection issues, check the following items. If your printer is not connected to an active Internet connection, HP Printer Apps do not work.

note:

If you connect your printer with a USB cable, printer apps do not work.

For detailed information on how to connect your printer or if you get an error message when trying to connect, go to the HP Customer Support page. Type your printer model, and then search for the document on installing your printer for a wireless connection, or for the error message that displays.

Use these recommendations and procedures to troubleshoot and avoid wireless connectivity issues.

• Restart the printer and the computer: Restarting the computer and the printer can clear error conditions.
• Confirm the printer connection and network name: On the printer, make sure the blue light next to the Wireless icon is on and steady. Open the Wireless network menu to make sure the printer is connected to the same network as your computer.
• Move the printer and router closer together: Move the printer and the computer closer to your wireless router, to within 6 ft (1.8 m). Wireless signals are weaker at greater distances between the printer and the router.
• Manually connect the printer to the network: Many HP printers have a Wireless Setup Wizard on the printer control panel network or wireless settings menus. Follow the on-screen instructions to connect the printer to the network.
• Restart the router: If you are experiencing a slow or intermittent wireless connection, restart your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.
• Check the router band setting: Many routers operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is turned on and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.
• Check your firewall software: Your firewall software might prevent the printer from accessing the computer. Accept or allow any firewall messages that display during the printer software download and installation. You can also configure the software to allow HP downloads and installations.
• Check for obstructions between the printer and the router: Remove any metal objects between the printer, the computer, and the access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless signals.
• Check for other devices that emit radio and wireless signals: Move any devices that emit radio signals, such as microwaves and cordless telephones, farther away from the printer.
• Set the IP address on the printer: Your printer can bypass automatic IP address assignment by DHCP and use any valid IP address you choose. Use the control panel menu to type an IP address that is valid for use on your local area network.

If you continue to experience connectivity issues, go to Guided Solutions: Printer Does Not Maintain Wireless Connection for detailed troubleshooting steps.

Check with the router manufacturer for instructions on how to update your router with the most recent firmware.