Laserjet Pro MFP M428fdw, HP LaserJet Pro, HP Smart Tank, HP Tango, HP OfficeJet Pro - Unable to connect HP printers to CenturyLink C4000 router using HP Smart ap

Laserjet Pro MFP M428fdw, HP LaserJet Pro, HP Smart Tank, HP Tango, HP OfficeJet Pro - Unable to connect HP printers to CenturyLink C4000 router using HP Smart app

Learn what to do when you cannot add certain HP printers to a CenturyLink C4000 router.

Issue

Learn about an issue involving certain HP printers and CenturyLink C4000 routers.

Some HP printers are unable to connect wirelessly to CenturyLink C4000 modem/routers with default settings while using the HP Smart app.

Solution

Use the following steps to help resolve the connectivity issue.

1. If the printer is already set up and added to the HP Smart app but is listed as unavailable, follow steps 1a and 1b. If the printer is not yet set up or is not able to complete setup, go to the next step.

   1. Follow the steps in the CenturyLink C4000 and Initial Wireless Printer Connection Issue – Control Panel Solution (the control panel configuration support document) or Printer unable to connect to CenturyLink C4000 Router (the EWS configuration support document) to configure the printer.

   2. When the printer is able to connect to the CenturyLink router, it will receive an IP address from the router. The printer can now connect in the HP Smart app.

2. If the printer has not been set up, follow the printer unpacking and hardware setup instructions.

3. Start the Add Printer process in HP Smart app to continue. No further troubleshooting should be needed. If the printer is not set up or cannot be set up without an internet connection, continue to the next steps.

4. Follow the onscreen instructions in the HP Smart app to add the printer:

   • Apple iOS devices: Follow the onscreen instructions. If you encounter an error during the “Accessory Setup” step, wait a moment for the HP Smart app to recover, and then continue (see images below). Skip to the last step in this document.

     UNEXPECTED ERROR IN HP SMART ACCESSORY SETUP

     

     "RECOVERING CONNECTION" MESSAGE

     

     THE ERROR IS RESOLVED

     

   • Android devices: During the “Preparing the printer” step in process, if an "Unable to find Wi-Fi network" error message appears in the HP Smart app, touch Exit Setup (see images below).

     "PREPARING THE PRINTER" STEP RESULTS IN "UNABLE TO FIND WI-FI NETWORK" MESSAGE

     

5. After exiting the setup process in the HP Smart app, configure the printer to work with the CenturyLink C4000 router using either the CenturyLink C4000 and Initial Wireless Printer Connection Issue – Control Panel Solution (the control panel configuration support document) or Printer unable to connect to CenturyLink C4000 Router (the EWS configuration support document).

6. Once the printer is connected to the CenturyLink router and has an IP address, restart the HP Smart app, and then follow these steps:

   1. Select Add Your First Printer on the HP Smart app main screen.

      ADD YOUR FIRST PRINTER

      

   2. In the Printer Setup menu, touch the Add a printer that’s already set up option. This option is for printers that are already connected to a network and have an IP address.

      ADDING A PRINTER THAT IS ALREADY SET UP

      

   3. Select your printer on the Add Printer screen. Most customers will have only one printer listed.

      THE ADD PRINTER SCREEN WITH TWO PRINTERS LISTED

      

   4. Touch Finish Setup.

      FINISH SETTING UP THE PRINTER

      

7. Follow any final onscreen instructions on the HP Smart app to complete the setup process. See the image below for an example.

   EXAMPLE OF A FINAL ANDROID SCREEN

   

Affected Printers

This document applies to the following printers.

• HP Color LaserJet Pro M454nw

• HP Color LaserJet Pro M454dn

• HP Color LaserJet Pro M454dw

• HP Color LaserJet Pro MFP M479dw

• HP Color LaserJet Pro MFP M479fnw

• HP Color LaserJet Pro MFP M479fn

• HP Color LaserJet Pro MFP M479fdw

• HP LaserJet Pro M305d

• HP LaserJet Pro M305dn

• HP LaserJet Pro M404d

• HP LaserJet Pro M404n

• HP LaserJet Pro M404dn

• HP LaserJet Pro M404dw

• HP LaserJet Pro M405n

• HP LaserJet Pro M405d

• HP LaserJet Pro M405dn

• HP LaserJet Pro M405dw

• HP LaserJet Pro MFP M329dn

• HP LaserJet Pro MFP M329dw

• HP LaserJet Pro MFP M428m

• HP LaserJet Pro MFP M428fdn

• HP LaserJet Pro MFP M428fdw

• HP LaserJet Pro MFP M428dw

• HP LaserJet Pro MFP M429dw

• HP LaserJet Pro MFP M429fdn

• HP LaserJet Pro MFP M429fdw

• HP Smart Tank 515, 518, 519, 511, 530, 531, 538, 551, 555, 559, 570, 571, 615, 618, 655

• HP Tango Printer

• HP Tango X Printer

• HP OfficeJet 8010, 8012, 8013, 8014, 8015, 8017, 8018, 8022

• HP OfficeJet Pro 8020, 8022, 8023, 8024, 8025, 8026, 8028, 8035

• HP OfficeJet Pro 8020e, 8022e, 8014e, 8025e, 8028e, 8034e, 8035e

• HP OfficeJet 8010e, 8012e, 8014e, 8015e, 8022e

• HP OfficeJet 9012 All-in-One

• HP OfficeJet Pro 9010 All-in-One

• HP OfficeJet Pro 9012 All-in-One

• HP OfficeJet Pro 9013 All-in-One

• HP OfficeJet Pro 9014 All-in-One

• HP OfficeJet Pro 9015 All-in-One

• HP OfficeJet Pro 9016 All-in-One

• HP OfficeJet Pro 9018 All-in-One

• HP OfficeJet Pro 9019 All-in-One

• HP OfficeJet Pro 9020 All-in-One

• HP OfficeJet Pro 9022 All-in-One

• HP OfficeJet Pro 9023 All-in-One

• HP OfficeJet Pro 9025 All-in-One

• HP OfficeJet Pro 9026 All-in-One

• HP OfficeJet Pro 9028 All-in-One

• HP OfficeJet 9012e All-in-One

• HP OfficeJet Pro 9010e All-in-One

• HP OfficeJet Pro 9012e All-in-One

• HP OfficeJet Pro 9014e All-in-One

• HP OfficeJet Pro 9018e All-in-One

• HP OfficeJet Pro 9020e All-in-One

• HP OfficeJet Pro 9022e All-in-One

• HP OfficeJet Pro 9025e All-in-One

• HP OfficeJet Pro 9019e All-in-One

https://support.hp.com/