HP Envy 5530 - computer won't recognize that the printer is on the same network

[SarahD_07]

Product Name: HP ENVY 5530

OS: Windows 8.1

No changes made to system before issue occured

I bought this wireless printer last week (5-13-14). I have a working printer that was connected to my husband's work laptop via USB cable, but needed one to connect to our family computer, which is in a different room with the modem/router. My husband travels for work, so I want to be able to print without disturbing him and while he is away on business. I turned the printer on and connected it to my network with the password and printed out the network settings and the wireless report. There are about 8 other wireless networks in range of my printer (we're in a residential neighborhood), but we aren't having a problem with it connecting to someone elses stuff. I went online to download the driver software and it downloaded fine. I clicked on the desktop icon to launch the control panel for the printer and it opened up for me to install the printer. I went through every step and it won't recognize the IP address or the name of the printer, and therefore won't open up for me to do any scanning. Both the printer and PC are connected to the same network, but they won't recognize each other when it comes to going through the HP software to scan or print. I can go into word or something to print and it will let me print wirelessly, but it won't do anything from the control panel of the print software because it thinks the printer hasn't been installed. I've had Windows 8 on this computer since I bought it in 2012, but I have the computer defaulted to go to my desktop instead of the start screen, so I don't know if that makes a difference. I am going to go ahead and remove the device and uninstall everything so I can try again later. If I had known this was going to be a problem, I would have not bought the printer and just kept on doing what we'd been doing.

[JERENDS]

Hello SarahD_07,

Welcome to the HP Support Forums!

I understand you are having some troubles getting the Envy 5530 printing wireless on Windows 8.1. Are you able to take the I.P address of the 5530, type it into the address bar of your web browser and hit enter. Does it load a page about the printer?

Run the Print and Scan Dr to see if it can clear up the scanning issues if you can view that above page.

I will look out for your reply,

[SarahD_07]

Hi! Thanks for replying! I have tried to type the IP address in the browser and it's not connecting. When I first went through all the troubleshooting suggested by the troubleshooter that downloaded after it wouldn't connect, I did try that and it pulled up. But, since I've uninstalled everything, rebooted, and then re-installed everything, it won't pull up that printer webpage. Do you have any suggestions for getting that to work again?

[JERENDS]

Since the printer page will not load and you have checked that the printer and computer are on the same network a block such as a firewall, router setting or the I.P address is bad.

Try restoring the network defaults on the printer and re-connecting it to the network.

• Touch the Setup button (wrench icon)
• Go to Wireless
• Restore Network Defaults
• Go back to Wireless and run the Wireless Setup Wizard, select your network, enter password
• Gather the I.P address and try entering into the browser again, if it loads try the installer icon from your desktop to add the printer.

I will await your reply to see if the page loads.

[SarahD_07]

Sorry for taking so long to reply. I did all of that you listed and the IP page did load this time. So, since the IP page pulled up, I assumed that meant that the computer would recognize it, but I was wrong. I tried to use the installer from the desktop and it still doesn't recognize the IP address. I say that the wireless is working and the blue light is on and not blinking, so the dialogue box asks for the IP address or host name. I enter the exact IP address that shows on the wireless screen (which is the same one I use to pull up the IP page for the printer of course) and then I click next and the dialogue box then says that it's unable to find the printer. It tells me to verify that I've entered the IP address correctly (which I have), to verify that it's on the same network as the computer (which it is) and then to make sure a firewall isn't blocking the discovery of the printer. Now, on that aspect, I am unsure. I know I have a firewall on the computer, but I never do anything with it, so I don't know if that's the problem or not or how to fix it. That's the only thing that I haven't tried and I'm not sure what to do there.

[JERENDS]

The firewall would be something we need to look into next. I was able to come up with two ways to possibly help with the firewall.

You could run the HP Print and Scan Dr, after the list of printers loads select Network> Troubleshoot Firewalls then disable (if possible) the firewalls. Enabling them will be just as easy once done.

In this HP document: Wireless printing center under Specific security software and firewall vendor information, it has some troubleshooting guides for some models of firewalls.

I hope troubleshooting the firewall allows us to install the printer once.

[SarahD_07]

Again, so sorry for taking such a long time to answer. Life's busy here. I tried disabling the firewall and then tried to install the printer again and it still didn't work. I am pretty sure that it's probably some super simple issue that someone WAY more tech savvy than me would be able to figure out. I have the printer connected via USB to my husband's laptop and it does everything it's supposed to do there. I've done a test print from Word and it actually lets me select the printer and print something. It just won't open the printer console for me to do any scanning, which I guess isn't the end of the world. I do appreciate all the help you've given though.

[JERENDS]

I am glad that you have been sticking with this.

Try this solution to repair the software installer: HP Printer Assistant Opens the 'Printer Setup & Software' Window.

[sakputnam]

My mother has been having the exact same problem as being addressed in this thread.  My brother and I have worked through all the possible solutions listed in this thread but the problem still exists.   It says that it is connected to their router but will not connect to any of the computers wirelessly.  Thanks for any additional help!

[JERENDS]

Hello sakputnam,

Welcome to the HP Support Forums!

Let us see if the printer is able to be Pinged. Touch the Wireless button to the right of the display screen on the printer and make note of the I.P address. Try method 1 of 4 here: How to Ping an IP Address. Let me know the results.

Connect to the Wireless Direct feature of the printer (just for testing), touch the Wireless Direct icon on the printer's front display (for more information, page #57 of the User Guide), enable with no security. Connect the computer to this network and try printing.

If you are able to print when connected to Wireless Direct, an issue is present in the network.

Cheers,