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HP Customer Support - Knowledge Base

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    Apache Log4j Update

    Please see this document here for current information regarding the Apache Log4j vulnerability.

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    Need Windows 11 help?

    Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

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HP printers – Wi-Fi setup using USB fails with the HP Smart app (Windows 11)

If the printer is not detected during the setup and you select Set Up a New Printer, when you use the Wireless setup using USB option, The printer could not connect to the Wi-Fi network displays or the printer successfully connects but you are repeatedly prompted to unplug the USB cable even though the cable is disconnected.

To resolve the issue, click Exit Setup, check the network setup requirements, restore network default settings on the printer, and then add the printer to HP Smart.

  1. Place the printer and the computer near the Wi-Fi router.

  2. Turn on Wi-Fi on your computer and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

  3. Enable Bluetooth on the computer so that HP Smart can detect the printer during the setup.

  4. Restore network default settings on the printer to prepare it for a Wi-Fi connection.

    • Most printers with a touchscreen: From the Wireless or Setup menu, select Network setup or Settings, and then select Restore Network Settings.

    • Most inkjet, Laser NS, and Neverstop printers without a touchscreen: Press and hold the Wireless and Cancel buttons until the Power button flashes, and then wait for the Wireless light to flash.

    • Most LaserJet printers without a touchscreen: Press and hold the Wireless button until the Attention light flashes, and then wait for the Wireless light to flash.

    • Envy 6000, 6000e, 6400e, ENVY Pro 6400, DeskJet Plus IA 6000, 6400, and Tango printers: Press and hold the Wireless button on the back of the printer for five seconds until the Status light flashes (blue or purple depending on the model).

    Go to Restore Wi-Fi setup mode on your HP printer for additional information and button presses for more printer models.

  5. Within two hours, restart the printer, close and re-open HP Smart, click Add Printer or the plus sign in HP Smart, and then follow the instructions to complete the setup.

To connect the printer to the network with a different device, download the HP Smart app from 123.hp.com (Android, Apple iOS, iPadOS) or HP Smart - Mac App Store (in English), and then follow the previous steps to complete the setup.


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