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The wireless product loses communication when connected to a VPN

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The wireless product loses communication when connected to a VPN ● Typically, you cannot connect to a VPN and other networks at the same time. The network does not appear in the wireless networks list ● Make sure the wireless router is turned on and has power. ● The network might be hidden. However, you can still connect to a hidden network. The wireless network is not functioning 1. To verify if the network has lost communication, try connecting other devices to the network. 2. Test network communication by pinging the network. a. Open a command-line prompt on your computer. For Windows, click Start , click Run, and then type cmd. b. Type ping followed by the service set identifier (SSID) for your network. c. If the window displays round-trip times, the network is working. 3. To make sure that the router or product connects to the same network that your computer connects to, print the Network Configuration Page. For instructions, see Information pages. Product software issues (Windows) Problem Solution A printer driver for the ● product is not visible in the Printer folder ● An error message was ● displayed during the software installation ● ● The product is in Ready ● mode, but nothing prints ● ● Reinstall the product software. NOTE: Close any applications that are running. To close an application that has an icon in the system tray, rightclick the icon, and select Close or Disable. Try plugging the USB cable into a different USB port on the computer. Reinstall the product software. NOTE: Close any applications that are running. To close an application that has an icon in the task bar, rightclick the icon, and select Close or Disable. Check the amount of free space on the drive where you are installing the product software. If necessary, free up as much space as you can, and reinstall the product software. If necessary, run the Disk Defragmenter, and reinstall the product software. Print a configuration page from the control panel, and verify the product functionality. Verify that all of the cables are correctly seated and within specifications. This includes the USB and power cables. Try a new cable. Verify the IP Address on the Configuration Page matches the IP address for the software port. Use one of the following procedures: ◦ Windows XP, Windows Server 2003, Windows Server 2008, and Windows Vista, installed without using the fully featured installer (such as Add Printer Wizard in Windows): 1. Click Start. 2. Click Settings. 96 Chapter 7 Solve problems ENWW

Section	Page
Product basics	13
Product features	14
Environmental features	15
Accessibility features	15
Product views	16
Front view	16
Back view	17
Cartridge door view	17
Power on and off	18
Turn the product on	18
Manage power	18
Turn the product off	19
Use the control panel	20
Control panel buttons	20
Control panel home screen	21
Control panel dashboard	22
Control panel application folders	22
Control panel shortcuts	22
Help features	23
Printer information	23
Help animations	24
Quiet Mode	25
To turn Quiet Mode on or off from the control panel	25
To turn Quiet Mode on or off from the EWS	25
Connect the product	26
Connect the product to a computer or a network	27
To connect the product using a USB cable	27
To connect the product to a network	28
Supported network protocols	28
Connect the product using a wired network	28
Connect the product using a wireless network (wireless models only)	28
To connect the product to a wireless network using the Wireless Setup Wizard	29
To connect the product to a wireless network using WPS	29
To connect the product to a wireless network manually	30
Use Wi-Fi Direct to connect a computer or device to the product	31
To turn on Wi-Fi Direct	31
To print from a wireless-capable mobile device	31
To print from a wireless-capable computer (Windows)	32
To print from a wireless-capable computer (OS X)	32
Install HP printer software for a wireless product already on the network	33
Open the printer software (Windows)	33
Manage network settings	33
View or change network settings	33
Set or change the product password	34
Manually configure TCP/IP parameters from the control panel	34
Link speed and duplex settings	34
Printer management and services	36
HP Embedded Web Server	37
About the EWS	37
About cookies	37
Open the EWS	38
Features	38
Home tab	38
Web Services tab	39
Network tab	39
Tools tab	39
Settings tab	40
Web Services	40
What are Web Services?	40
HP ePrint	40
Print apps	41
Set Up Web Services	41
Use Web Services	42
HP ePrint	42
Print apps	43
Remove Web Services	43
HP Web Jetadmin software	44
Product security features	44
Security statements	44
Firewall	44
Security settings	45
Firmware updates	46
HP Printer Assistant in the printer software (Windows)	46
Open the HP Printer Assistant	46
Features	46
Connected tab	46
Print tab	46
Shop tab	47
Help tab	47
Tools tab	47
Estimated Levels tab	47
HP Utility (OS X)	47
AirPrint™ (OS X)	48
Paper and print media	49
Understand paper use	50
Supported media sizes	51
Supported paper and print media sizes	51
Supported envelope sizes	52
Supported card and label sizes	52
Supported photo media sizes	52
Supported paper types and tray capacity	53
Tray 1 (multipurpose) on left side of the product	53
Tray 2 (default tray) and Trays 3 and 4 (accessory trays)	54
Configure trays	54
Load media	55
Load Tray 1	55
Load Tray 2	56
Load optional Tray 3	57
Load optional Tray 4	59
Load envelopes	59
Load letterhead or preprinted forms	61
Tips for selecting and using paper	62
Cartridges	63
HP PageWide cartridges	64
HP policy on non-HP cartridges	64
Counterfeit HP cartridges	64
Manage cartridges	64
Store cartridges	65
Print with General Office mode	65
Print when a cartridge is at estimated end of life	65
Check the estimated cartridge levels	65
Order cartridges	66
Recycle cartridges	67
Replace cartridges	67
Tips for working with cartridges	69
Print	70
Print from a computer	71
To print from a computer (Windows)	71
To print from a computer (OS X)	72
To set up printing shortcuts (Windows)	73
To set up printing presets (OS X)	73
To adjust or manage colors	74
Choose a preset color theme for a print job	74
Adjust the color options for a print job manually	74
Match colors to your computer screen	75
Control access to color printing	76
Print from the control panel	76
Print using job storage	76
To enable job storage	76
Disable or enable job storage (Windows)	76
Disable or enable job storage (OS X)	76
To apply job storage to one or all print jobs	76
Apply job storage to one or all print jobs (Windows)	77
Apply job storage to one or all print jobs (OS X)	77
To print a job stored on the printer	78
To delete a job stored on the printer	78
Print from a USB device	79
Print with NFC	79
Print with HP ePrint	79
Print off site by sending an email with the HP ePrint app	79
Print from an on-site computer or mobile device	80
Print with AirPrint (OS X)	80
Tips for print success	81
Cartridge tips	81
Paper loading tips	81
Printer settings tips (Windows)	81
Printer settings tips (OS X)	82
Solve problems	83
Problem-solving checklist	84
Check that the product power is on	84
Check the control panel for error messages	84
Test print functionality	84
Try sending a print job from a computer	84
Test the plug-and-print USB functionality	85
Factors that affect product performance	85
Information pages	85
Factory-set defaults	86
Cleaning routines	87
Clean the printhead	87
Clean the touch screen	87
Jams and paper-feed issues	88
The product does not pick up paper	88
The product picks up multiple sheets of paper	88
Prevent paper jams	88
Clear jams	89
Jam locations	89
Clear jams in Tray 1 (multipurpose tray)	89
Clear jams in Tray 2	90
Clear jams in optional Tray 3	91
Clear jams in optional Tray 4	92
Clear jams in the left door	93
Clear jams in the output bin	94
Clear jams in the duplexer	94
Cartridge issues	96
Refilled or remanufactured cartridges	96
Interpret control panel messages for cartridges	96
Cartridge Depleted	96
Cartridge Low	96
Cartridge Very Low	97
Counterfeit or used [color] cartridge installed	97
Do not use SETUP cartridges	97
Genuine HP cartridge installed	97
Incompatible [color]	97
Incompatible cartridges	97
Install [color] cartridge	98
Non-HP cartridges installed	98
Printer Failure	98
Problem with Print System	98
Problem with Printer Preparation	99
Problem with SETUP cartridges	99
Use SETUP cartridges	99
Used [color] installed	99
Printing issues	99
The product does not print	99
The product prints slowly	100
Plug-and-print USB issues	100
The Memory Device Options menu does not open when you insert the USB accessory	101
The file does not print from the USB storage device	101
The file that you want to print is not listed in the Memory Device Options menu	101
Improve print quality	101
Check for genuine HP cartridges	102
Use paper that meets HP specifications	102
Use the correct paper type setting in the printer driver	102
Change the paper type and size setting (Windows)	103
Change the paper type and size setting (OS X)	103
Use the printer driver that best meets your printing needs	103
Align the printhead	104
Print a print-quality report	104
Connectivity issues	104
Solve USB direct-connect problems	104
Solve network problems	104
Poor physical connection	104
The computer is using the incorrect IP address for the product	105
The computer is unable to communicate with the product	105
The product is using incorrect link and duplex settings for the network	105
New software programs might be causing compatibility problems	105
The computer or workstation might be set up incorrectly	105
The product is disabled, or other network settings are incorrect	106
Wireless network issues	106
Wireless connectivity checklist	106
The product does not print, and the computer has a third-party firewall installed	106
The wireless connection does not work after moving the wireless router or product	106
Cannot connect more computers to the wireless product	107
The wireless product loses communication when connected to a VPN	108
The network does not appear in the wireless networks list	108
The wireless network is not functioning	108
Product software issues (Windows)	108
Product software issues (OS X)	109
A print job was not sent to the product that you wanted	109
You are using a generic printer driver when using a USB connection	109
Service and support	111
Customer support	112
HP limited warranty statement	113
UK, Ireland, and Malta	114
Austria, Belgium, Germany, and Luxemburg	114
Belgium, France, and Luxemburg	115
Italy	116
Spain	116
Denmark	117
Norway	117
Sweden	117
Portugal	118
Greece and Cyprus	118
Hungary	118
Czech Republic	119
Slovakia	119
Poland	119
Bulgaria	120
Romania	120
Belgium and the Netherlands	120
Finland	121
Slovenia	121
Croatia	121
Latvia	121
Lithuania	122
Estonia	122
Russia	122
Technical information	123
Product specifications	124
Print specifications	124
Physical specifications	124
Power consumption and electrical specifications	124
Acoustic emission specifications	124
Environmental specifications	124
Environmental product stewardship program	126
Protecting the environment	127
Ozone production	127
Power consumption	127
European Union Commission Regulation 1275/2008	127
Paper	127
HP PageWide printing supplies	127
Plastics	127
Electronic hardware recycling	128
Material restrictions	128
General battery information	128
Battery disposal in Taiwan	128
California Perchlorate Material Notice	128
EU Battery Directive	128
Battery notice for Brazil	129
Chemical substances	129
EPEAT	129
Disposal of waste equipment by users	129
Toxic and hazardous substance table (China)	130
Restriction on hazardous substances statement (Turkey)	130
Restriction on hazardous substances statement (Ukraine)	130
Restriction of hazardous substance statement (India)	130
China energy label for printer, fax, and copier	131
China SEPA Eco Label user information	131
Regulatory information	132
Regulatory notices	132
Regulatory model identification number	132
FCC statement	132
VCCI statement (Japan)	133
Power cord instructions	133
Power cord statement (Japan)	133
EMC statement (Korea)	133
Visual display workplaces statement for Germany	133
European Union Regulatory Notice	134
European Union Regulatory Notice	134
Wireless models only	134
Additional statements for wireless products	135
Exposure to radio frequency radiation	135
Notice to users in Brazil	135
Canadian statements	135
Japan statement	136
Notice to users in Korea	136
Taiwan statement	136
Mexico statement	136

Match case Limit results 1 per page

The wireless product loses communication when connected to a VPN

●

Typically, you cannot connect to a VPN and other networks at the same time.

The network does not appear in the wireless networks list

●

Make sure the wireless router is turned on and has power.

●

The network might be hidden. However, you can still connect to a hidden network.

The wireless network is not functioning

To verify if the network has lost communication, try connecting other devices to the network.

Test network communication by pinging the network.

Open a command-line prompt on your computer. For Windows, click

Start

, click

Run

, and then

type

cmd

Type

ping

followed by the service set identiﬁer (SSID) for your network.

If the window displays round-trip times, the network is working.

To make sure that the router or product connects to the same network that your computer connects to,

print the Network Conﬁguration Page. For instructions, see

Information pages

Product software issues (Windows)

Problem

Solution

A printer driver for the

product is not visible in the

Printer

folder

●

Reinstall the product software.

NOTE:

Close any applications that are running. To close an application that has an icon in the system tray, right-

click the icon, and select

Disable

●

Try plugging the USB cable into a diﬀerent USB port on the computer.

An error message was

displayed during the

software installation

●

Reinstall the product software.

NOTE:

Close any applications that are running. To close an application that has an icon in the task bar, right-

click the icon, and select

Disable

●

Check the amount of free space on the drive where you are installing the product software. If necessary, free up

as much space as you can, and reinstall the product software.

●

If necessary, run the Disk Defragmenter, and reinstall the product software.

The product is in Ready

mode, but nothing prints

●

Print a conﬁguration page from the control panel, and verify the product functionality.

●

Verify that all of the cables are correctly seated and within speciﬁcations. This includes the USB and power

cables. Try a new cable.

●

Verify the IP Address on the Conﬁguration Page matches the IP address for the software port. Use one of the

following procedures:

◦

Windows XP, Windows Server 2003, Windows Server 2008, and Windows Vista

, installed without using

the fully featured installer (such as Add Printer Wizard in Windows):

Click

Start

Click

Settings

Chapter 7

Solve problems

ENWW