can't print wirelessly from HP Photosmart C309a

[john811]

I have a HP Photosmart C309a printer that's connected to both a desktop computer and a wireless network.  I'm trying to print wirelessly from my laptop and it's not working.

My laptop (which runs Windows 7 in case it matters) can detect the printer, but when I send a document to print nothing happens.

I've tried resetting the printer's network settings to default and connecting it to my wireless network over again.  Now the printer says it's connected and the wireless light is lighting up.  My test page says the signal strength is excellent, but it still isn't receiving the print job from my laptop.  What can I do?

Also, can I ask you to please keep the technical jargon in your reply to a minimum?  It tends to make my eyes glaze over and makes it hard for me to understand what I'm being told.  Thanks!

[john811]

Anybody? I really can't figure this out. I have tried contacting HP directly via chat and email but the printer is out of warranty so they won't let me.

[Dragon-Fur]

Hi John,

Welcome to the HP Forum.

You do need to have installed the Full Feature Software on your computer to access the features and options available on the printer.

HP Photosmart Premium Fax All-in-One Printer - C309a Drivers

General Instructions to install the Printer Software

• Open  HP Drivers & Downloads
• Enter your Printer Model information
• Select your Printer from the “Results” list
• Open HP Photosmart Premium Fax All-in-One Printer - C309a Drivers
  
• Enter your Operating System in the Drop-down menu
•  Click NEXT and Scroll down
• Look for category Driver - Product Installation Software
• Select the Basic Driver, e-print, or Full Feature Software
• Save the *.exe installation package(s) on your computer

The file(s) will likely save to the "Downloads “folder.

Next:

• If available, you may wish to download the Print and Scan Doctor and / or other programs from Category – Utilities

HINT:

Install the Utilities / Tools first; the little installation packages are smaller in size

• If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, Select run as Administrator and install.

NOTES: 

• On the bottom half of the main webpage for your printer, you can find helpful videos to assist with the installation.

• Scroll the video list back and forth until you find the video that most closely matches your situation.

• If using a USB connection:  Download and install the driver software before connecting a USB cable.

• Ethernet:  If the printer supports Ethernet, you may connect the printer to the network (and assign the printer an IP address at the router, if you like).  Once the printer is connected to the network, be sure the printer is turned on and then install the printer software.

• After the initial installation is complete and working, be sure to check for and install any relevant updates  - check Category  - Update

There is valuable information at the printer’s website, including manuals, how-to pages, and alerts for your printer.  Be sure to take an extended look at what’s available.  Bookmark the page.

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If possible, you might consider assigning a Static IP Address to your printer.  This can help with drop-outs and miscommunication problems.

See Solution Five in  Printer Does Not Maintain Wireless Connection

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If you have not done so, you might take a look at the Full User Guide

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There is a pretty good TroubleShooting section --

You might take a look at this section for other tips:

Troubleshooting > Solve a Problem > Wireless and Network

I hope that helps point you to the solution for your setup.

Click the Kudos Star!

It is a nice way to say “Thank You” for the help.

Although I strive to reflect HP's best practices, I do not work for HP. 

[john811]

Thanks, I am glad to have a reply.  It has been frustrating trying to deal with this.

I did not have the software installed, and have used the link you provided.  However, it gets to the very end and says "Printer setup has failed to complete."  I have clicked retry several times but I get the same result.  It isn't giving me any information about why it's failed though.

[Dragon-Fur]

John,

The program may not know why it failed.  This does make the code bad; rather it is typical of programming -- if one adds all the "what ifs" into the code, the program might never be finished -- or there would be so many lines of code that the program might require a super-computer to run it.  It comes down to a matter of balance, including:  code efficiency and size, risk assessment (the study of what could go wrong and the types and levels of consequences),  cost for return, and usability.

I did find the following for you in the Troubleshooting section of your printer's support matrix:

C309a Support > Troubleshooting > Solve a Problem > Installation Issues > Microsoft Windows >

Windows: 'Device Setup Failed to Complete' or 'Unknown Device' Message Displays on the Computer Duri...

Allowing that you may not be installing the system using a USB connection, there is still valuable information in the file.

The document is laid out in a logical order -- scan the bits that do not apply or that are in the category of "This is not my problem", and then read more carefully the parts that do more closely match your situation.

For example, if you are not using the USB connection, then you can go past the recommendations directly related to checking the USB connection.  You certainly can reset the printer, completely remove the existing installation of the program bits, clear out temporary files, and follow other relevant recommendations.

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If removing the existing printer programs through Programs and Features fails to actually remove all the bits of every program, or if you are unsure if this is part of the problem, you can remove the printer programs using the following tool:

• Fixit might be used to remove the existing software before installing the new package.  Fixit is of particular use if the existing (previous) version of the printer software is being replaced due to problems with the printing program.

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More...

In the driver section, I found three Updates for the software, at least two of which may be relevant to your setup.  

Your printer support pages provide two good tools that you can use (Category Utility - Diagnostic Tools😞

HP Print and Scan Doctor

The "Doctor" might be used after the program is successfully installed to provide diagnostic and repair for scanning and printing.

HP Printer Install Wizard for Windows

The "Wizard" can -- assuming it can see your printer -- download and install the proper Driver software package for your printer and computer setup.  Is it a better option than doing the installation manually?  I do not know the answer; I suspect it depends on your setup -- in other words, I do not know what is in the program beyond the description.

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I hope that helps you track down and resolve the problem.

Click the Kudos Star!

It is a nice way to say “Thank You” for the help.

Although I strive to reflect HP's best practices, I do not work for HP. 

[john811]

Thanks again for replying.  I'm still not having any success, however.

I'm attempting to follow the steps layed out in the link you gave me.  I skipped the USB steps because I am not installing via USB, and moved on to resetting the printer.  This did not work - however, when I tried again to complete the installation the computer at least listed the connection as wireless rather than USB, which I suppose is a step in the right direction.

I moved on to the Refresh the Windows Device Manager step.  However, in attempting to follow these instructions:

"Click the arrow ( ) next to the following entries to expand them, and then look for your HP printer in each list:

• IEEE 1284.4 compatible printers

• Universal Serial Bus controllers

Other devices"

I ran into a problem here because neither IEEE 1284.4 compatible printers nor Other Devices are listed among my options.  The one option that IS listed does not contain my printer.

Do I move on to the next step of uninstalling my software (which was just installed yesterday) and reinstalling it?

[Dragon-Fur · Accepted solution]

John,

Assuming that the network is ready to accept the printer -- and that depends on your router configuration and your computer's ability to communicate with wireless devices added to the network, then I would suggest the logical step is to start from scratch -- remove everything related to that printer software, reboot, and install.

Click the Kudos Thumbs-Up!

It is a nice way to say “Thank You”.

Although I strive to reflect HP's best practices, I do not work for HP. 

[john811]

Uninstalling and reinstalling seems to have taken care of the problem.  Thank you!

[Dragon-Fur]

John,

Excellent.

I am glad it if fixed.

Happy Computing!