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HP Customer Support - Knowledge Base

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  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

    Information
    Create an HP account today!

     Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more​

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HP printers - Cannot connect to Web Services

The printer does not connect to Web Services, and your printer or computer displays one of the following error messages.

  • Server Connection Error. There was a problem connecting to the server. Press retry or OK to exit.

  • Web Services Problem. Problem connecting to Web Services server.

  • Server Connection Error. Unable to connect to Web Services. Confirm internet access and try again.

Note:

If you have an HP+ printer, Web Services are automatically enabled during printer setup. Go to 123.hp.com to download the HP Smart app, and then set up your printer. To remove Web Services, perform a printer reset to restore factory default settings.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Make sure your printer supports Web Services

Check for a Web Services or ePrint icon to make sure your printer supports Web Services.

  1. Turn on the printer.

  2. Look for a Web Services or ePrint icon on the control panel.

    If the control panel does not have the icon or you are unsure if your printer is supported, go to for more information.

  3. If your printer is not supported, consider purchasing a new printer that has the features you require.

Check the connection

Make sure your network is working and the printer is connected.

Restart the printer, router, and computer

Resolve any error states by restarting network-connected devices.

  1. Turn off the printer.

  2. Disconnect any USB or Ethernet cables from the printer. These connection types can prevent the printer from connecting to the wireless network.

  3. Disconnect the power cord from the Wi-Fi router, wait fifteen seconds, reconnect the cord, and then wait for the lights to display a connected status.

  4. Restart the computer.

  5. Turn on the printer.

Turn on Web Services from the Embedded Web Server (EWS)

Connect to the printer homepage through an internet browser and change the Web Services setting.

  1. Print a Wireless Network Test Results or Network Configuration report.

    • Inkjet printers with a control panel menu: Open the Wireless, Network Settings, or Setup menu to locate the list of available reports.

    • Most inkjet printers without a control panel menu: Press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

    • LaserJet printers: Press and hold the Wireless button for 10 seconds or until the Ready light blinks, or go to the Wireless menu and select Wireless Network Test.

    • Laser NS and Neverstop Laser printers: Press and hold the Resume and Wireless buttons for 3 seconds.

    • DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  2. On the Network Configuration Page, locate the URL(s) for Embedded Web Server address.

    Note:

    If the URL for the EWS is http://0.0.0.0, the printer is not connected to a network. Reconnect your printer to the network, and then check for the URL for the EWS again.

    Example of the URL for the EWS on the Network Configuration Page
  3. On your computer, open an internet browser.

  4. Type the URL address for the EWS in the browser address bar, and then press Enter.

  5. If a login or certificate window displays, complete the information to finish opening the EWS.

    • If a website security certificate displays, click Continue to open the printer homepage.

    • If a login window opens, type admin for the username, and then type the PIN found on the label located underneath or on the back of the printer, or the password set by the printer administrator.

    Example of the PIN sticker on printer
  6. On the EWS webpage, click the Web Services tab.

  7. Click Continue, Turn On, or Enable, and then follow any instructions to turn on Web Services.

    Example of clicking Continue on the Web Services tab of the printer's Embedded Web Server

Check internet proxy settings

For networks that use proxy servers, update the Web Services settings with the proxy information.

Update the printer firmware

HP regularly releases new firmware versions with printer enhancements or issue fixes. Update firmware on a regular basis to make sure you are getting the most out of your printer.

  • Update from the printer control panel: Many HP printers with touchscreens or menus can connect directly to HP to find and install updates. Make sure the printer is on a network with an active Internet connection. If the printer is connected with a USB cable, use one of the other options.

    On the printer, locate the Product Update or Check for Updates menu by pressing the HP ePrint icon or button ( or ). Or open the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools, and then select Web Services, Printer Update, or LaserJet Update.

  • Download updates from HP Customer Support: With the printer turned on and connected to the computer or a network, go to HP Software and Driver Downloads to check for and install available updates listed under Firmware.

  • Install updates through the HP Smart app: Open the HP Smart app, and then create an account or sign in. If you do not have HP Smart, download it from 123.hp.com or your app store. After adding the printer, click the printer image, click Printer Home Page (EWS) or Advanced Settings, click Tools or Web Services, and then click Printer Updates.

Update the router firmware

Outdated router firmware might affect performance, cause security issues, or prevent the router from accessing the internet.

  1. Open an internet browser, type the IP address for your router brand in the address bar, and then press Enter.

    Note:

    These IP addresses, names, and passwords are provided for informational purposes only and might not work with your router model.

    Router IP addresses, user names, and passwords

    Router brand

    IP address

    User name

    Password

    3Com

    http://192.168.1.1

    admin

    no password required, or admin

    Belkin

    http://192.168.2.1

    no user name required, or admin

    no password required

    D-Link

    http://192.168.0.1

    admin, or user

    no password required, or admin

    Linksys

    http://192.168.1.1

    admin, no user name required, or Comcast

    admin, no password required, or 1234

    NETGEAR

    http://192.168.0.1

    admin

    password, 1234, or setup

  2. Enter the user name and password in the router homepage.

  3. Click the Administration, Utilities, Tools, or Maintenance menu, depending on what displays, to locate the update feature. Refer to the documentation that came with your router or contact the manufacturer for more information.

Restore factory defaults on your HP printer

Reset the printer to remove all previous printer settings and preferences.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.


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