HP Photosmart C4750 cannot connect to new router

[thejake]

I received  a new Comcast modem/router, and now I cannot get my HP Photosmart C4750 to connect to our home network.

I've run around and around in circles on these discussion boards and the HP online 'support' center, but cannot find anything that works.

- I'm using a Mac (10.9.5)

- I've installed the latest printer drivers (from here http://support.apple.com/kb/dl907)

When I connect the printer via USB, I get this message 

"The disk you inserted was not readable by this computer."

Please don't send me here http://www8.hp.com/au/en/campaigns/wireless-printing-center/reconfiguring-system-help3.html?jumpid=r...

Any help or advice would be greatly appreciated.

[X-23]

Hey @thejake,

I would like to assist you today with configuring your HP Photosmart C4750 All-in-One Printer wirelessly with your new Comcast modem/router. Because you only have basic Apple Update drivers available for your printer on your Mac OS X 10.9.5 Operating System you're going to be relying on the WPS setup to reconnect your printer to the network. Once the printer is successfully reconfigured it will be very easy to add the printer on your Mac for printing and scanning functionality.

Step 1: Configure Wireless:

Use the push button or PIN method to connect the printer to the wireless network.

Push Button Method:

1. On the control panel Home screen of your printer, touch the button next to Scan
2. Touch the button next to Wireless Menu.
3. Touch the button next to WPS.
4. Touch the button next to Push Button. The printer begins a timer that lasts approximately two minutes to allow time to press the WPS button on the router.
5. Press the WPS button on the router (usually a big grey button). The printer connects to the network.
6. Touch OK on the printer control panel.

Pin Method:

1. On the control panel Home screen, touch the button next to Scan.
2. Touch the button next to Wireless Menu.
3. Touch the button next to WPS.
4. Touch the button next to PIN. The PIN displays on the control panel. The printer begins a timer that lasts approximately two minutes to allow time to enter the WPS PIN.
5. Enter the PIN on the router.
6. Touch Start. The printer displays a PIN.
7. Touch OK on the printer control panel.

Once the wireless is configured, please follow the steps below to installing your printer.

Step 2: Install Software and Drivers:

1. Click the Apple menu (), and then click System Preferences. The System Preferences window opens.
2. Click Print & Scan. The Print & Scan window opens.
3. Click the plus sign (). The name of your printer displays.
4. Click Add Printer or Scanner.
5. Select your printer, and then click Add.
6. Click Install, and then click Agree on the software license agreement window to install the software and add the printer to the queue.
7. After the installation process completes, verify that your printer displays in the queue. If the product was not added to the queue, Click the plus sign (), select your printer, and then click Add.

Source: Setting Up the Printer for a Wireless Network for the HP Photosmart C4700 All-in-One Printer...

Please let me know if the steps I've provided resolve your wireless reconfiguration issue. Thanks for contacting the HP Support Forums. Good luck!

[thejake]

Thanks, I've already tried all of your suggestions and still cannot connect to the printer.

[X-23]

Hello @thejake,

Thanks for getting back to me regarding this issue. I'm sorry to hear that the steps I've provided failed to resolve your wireless connection issues.

Now you indicated that you have already attempted the steps I provided.

Does your router support the Push Button or Pin connection methods?

If so, does your printer indicate that it has connected to the network? You may see a solid blue wireless light display on you printer.

You may also want to print a Network Configuration Page to verify the connection status of your printer:

1. On the HP product control panel, touch the button () next to the Scan icon (). The Scan/Wireless Menu displays.
2. Touch the button () next to Wireless Menu. The Wireless Menu displays.
3. Touch the button () next to Wireless Settings. The Wireless Settings Menu displays.
4. Touch the Down Arrow () to scroll to Print Network Configuration Page, and then touch OK.
   The product prints the network configuration page.

Source: Printing a Network Configuration Page

Once I find out more information about what is actually failing: the wireless setup, or the installing of the printer, than I will be able to provide you with additional setup instructions. I look forward to hearing from you!

[thejake]

The router does support both Push Button & Pin Connection methods...I've tried both and both have failed.

The blue light that indicates the printer is connected wirelessly is on, and is solid...but the Network Config Page shows that the network is offline.

It also shows the Wireless Status is 'Disconnected.'

The network is working perfectly fine, all our other devices are working on it.

I've tried to re-setup this printer using both my Mac and PC, to no avail.

[X-23]

Hello @thejake,

The wireless setup is much easier with a Windows computer. For troubleshooting purposes, what Operating System are you using on the PC?

What's my OS?

In the meantime, can I have you Restore the Network Defaults on your printer so we have a clean slate to work with:

1. Select the top button on your printer display to access the Scan Option
2. Press the top button to go to the Wireless Menu
3. Select Restore Network Defaults

If you don't mind using the PC, please respond with the Operating System and I'll provide you guided instruction to configure the wireless 🙂

[thejake]

Sounds good...the PC is running Windows 7 64-bit.

[X-23]

Hey @thejake,

OK, so you will need a USB Cable temporarily for the initial wireless configuration on your Windows 7 computer. Should you have a USB Cable currently attached from your Windows computer to your printer, please disconnect that cable now.

Step 1: Run the Network Restore on your Printer:

Use the steps I provided in my prior post to run the Network Restore if you have not already done so.

Step 2: Uninstall Drivers:

1. Click on your Start menu
2. Select All Programs
3. Select the HP folder
4. Select your HP Photosmart
5. Select Uninstall

Run through any onscreen instructions to complete the uninstall process.

Step 3: Download and Install:

1. Please click here to download the appropriate Windows 7 drivers for your printer
2. Once you're at the website select the Download button on the top left
3. Allow the Download to Run when prompted
4. Once the download is complete an extraction will run and then the installation window will pop open
5. Follow the onscreen steps to install your printer
6. Choose the Wireless Connection or Network Connection as the connection type when prompted
7. Plug in your USB Cable only when the installation window prompts you to
8. The installer will grab the Network Name SSID and Wireless Network Password from your Windows 7 computer and send that information to the printer via the USB Cable connection. Should the installer not be able to automatically obtain your wireless credentials from the computer you will be prompted to manually type them in.
9. Once the wireless is successfully configured, the installer will prompt you to disconnect the USB Cable

Now print wirelessly!

1. On your Mac, simply click on your Apple and select System Preferences
2. Select Print & Scan
3. Click on the (+) plus to add your printer
4. You should see your HP Photosmart C4750 with Bonjour as the Kind now
5. Select the HP Photosmart Bonjour and ADD it

Now print wirelessly from your Mac!

Please let me know if these steps work for you. Fingers crossed! 🙂

[thejake]

I followed the steps, and everything went smoothly until I was prompted to the printer to the PC via USB (to set up the printer wirelessly with the PC's current router settings).

The Network Diagnostic windows runs to completion and then gives this message:

Your printer cannot detect your wireless router. Check that the network name (SSID) you entered matches exactly the network name of your router.

A couple of things to note...

1) this is the same message I got the other day, trying to set the printer up from the PC myself.

2) the router we are now using can operate on either 2.4 or 5ghz...would that cause a problem? 

[X-23]

Hey @thejake,

HP Printers support the 2.4ghz connection. Because of the connection issues that you're running into I'm going to provide you with the ports that need to be opened on your Comcast router and a few additional settings that may need to be altered. If you're not sure how to alter these settings on your own, you may need to speak to Comcast support to have this done for you.

Incoming (UDP) Ports to Open:

• 137, 138, 161, 427

Outgoing (TCP) Ports to Open:

• 137, 139, 427, 9100, 9220, 9500

Bonjour Ports to Open:

• UDP and TCP: 5353, 5297, and 5298

On the Router also ensure:

• Mac Filtering is OFF
• Firmware is updated on the Router
  
• Firewall may need to be OFF for testing
• For security, use WPA or WPA2
• Disable the 5ghz connection option so your router is only operating on 2.4ghz as this is what your printer supports

Source: Wireless printing center

Once these settings have been altered, please run the Wireless Setup of your HP Photosmart again. Should you still run into connection issues I may need you to run an ad hoc setup of wireless, which I will guide you through. I look forward to hearing from you. Happy New Year! 🙂