Cannot get wireless light to come on and no connection yet test page says everything is ok

[tsl1]

I went to setting under printer utility and tried to deactivate scan from there. Remember I’m on a Mac. It said that my printer was not secure and wouldn’t let me enable scan. My printer is on a google network with a password in my condo. So I don’t get it but I cannot get it to scan. I did have to set up a new network address but it’s printing from all devices but scan is not set up, I guess. How do I do that? Do I really need to go buy a new printer???! Is there anyone at Hp I can get to. I’ll pay for help if necessary since my service agreement has expired.

[MKazi]

@tsl1

Thanks for reaching out to us.

HP Support Forums is a free service and you do not have to pay to seek assistance. 🙂

As I understand that the HP Photosmart 5520 e-All-in-One Printer can print but cannot scan over the network. 

Is the printer able to make a photocopy successfully? If yes then it indicates that the printer's hardware is working fine. 

Meanwhile, please try to scan using the Airprint by following the below steps:

• Start scans from the Print & Scan or Printers and Scanners window or from Image Capture when using AirPrint.

• Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

• Click Scan, and then click Open Scanner. If the Scan button is not available, open Image Capture from the list of Applications, which also supports scanning.

  Figure : Click Scan in the Printers & Scanners window

  

• In the Scanner window, click Show Details.

• After the overview scan completes, change any settings, and then click Scan.

  Figure : Scanner window with Show Details setting on

  

If the printer is still unable to scan then please perform the following steps from this HP document:

• Step 3: Remove multiple printers from the printer list.
• Step 4: Delete the existing print queue and add the printer.
• Step 5: Reset the printing system.

Hope this information helps. All the best! 🙂

[tsl1]

On the 1st sentence above I write “deactivate the scanner.” It was supposed to say activate the scanner. I read your suggestions and there is a major problem. The scanner is not showing up in the “printer and scanner” window. It just shows the print side. When I went into utilities, security, admin settings, enable for webcsan, and hit apply— it told me it did not have an appropriate certificate and could be vulnerable so I didn’t continue. I can’t do your steps as I don’t get those choices.

[tsl1]

The only choice I have is “open print queue.” No scan choices. I went to image capture & it says no camera or scanner connected. Somehow when I went to the new network when I installed my google Wi-Fi, the network isn’t finding the scanner — just like it didn’t originally find the printer until you had me reset the network and then it found it. On the printer and scanner page, it shows the icon for the printer but does not title it Photosmart 5520. It just shows the numbers of the new network IP address. Wish I could send you a screen shot. I know the forums are free but I need a way to get to someone specifically even if I have to pay.

[MKazi]

@tsl1

Thanks for the reply.

I have sent you a private message suggesting the next course of action. 

Hope that helps.

Good luck! 

[tsl1]

Could not open the private message and it had all kinds of warnings to be aware of fraudulent Msgs posing as Hp reps. I’m gone from that printer now for a month. Not sure how to get your msg.

[MKazi]

@tsl1

Hi,

the private message is absolutely safe and secure. It is a a genuine message from HP, so I'm not sure how these warning have occurred.

However, I'll send you one more private message and you may check it. 

You could also use another web browser and see if that helps. 

Cheers! 🙂

[tsl1]

Cannot find the new private msg anywhere???

[MKazi]

@tsl1

Next to your profile Name, you should see a little blue envelope, please click on it.

Cheers! 🙂