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HP Customer Support - Knowledge Base

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

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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.

Turn on the printer.
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.
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.

Check the Wi-Fi network connection

Check the status of your wireless network and printer connection.

Make sure the printer is not connected with a USB cable.

Note:
When a USB cable is connected to the printer, the printer cannot connect to Web Services.
Check the router documentation or support website to make sure it meets the following requirements.
- Check the router band. Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID. If the printer supports 5.0 GHz, connect it to the 5.0 GHz band SSID.
- Bonjour support (Mac): HP recommends routers that support Bonjour, Apple's network discovery software. Connecting with Bonjour is the best way to find the printer and support wireless printing.
Make sure your printer is not connected to a guest or host network, such as networks in schools, hotels, or home networks that allow guest logins.
On the printer, open the Wireless Network or Settings menu to verify the wireless feature is turned on and then make sure the Wireless icon is solid and blue.

If the wireless light is blue and blinks, move the computer and printer closer to the router, and position all devices away from large metal objects and devices that emit radio signals such as microwaves and cordless phones. If your printer frequently drops the wireless connection, go to Printer does not maintain wireless connection for detailed troubleshooting steps.
On your computer, click the Network icon or on the taskbar to view the network name and status of the connection.
- If the selected network is not yours, disconnect from the network and reconnect to your own network.
- If the network signal strength is weak , move the computer and printer closer to the router, and position all devices away from large metal objects and devices that emit radio signals such as microwaves and cordless phones.
- If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when you are connected.

Check the wired (Ethernet) network connection

Check the status of your wired (Ethernet) network and printer connection.

Make sure the printer is not connected with a USB cable.

Note:
When a USB cable is connected to the printer, it cannot connect to Web Services.
Check that the cable is connected to the printer Ethernet port and to an available port on the router. When the cable is correctly connected, the green light is steady and the orange light blinks.
On your computer, click the Network icon or on the taskbar to view the network name and status of the connection.
- If the selected network is not yours, disconnect from the network and reconnect to your own network.
- If the network signal strength is weak , move the computer and printer closer to the router, and position all devices away from large metal objects and devices that emit radio signals such as microwaves and cordless phones.
- If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when you are connected.

Restart the printer, router, and computer

Resolve any error states by restarting network-connected devices.

Turn off the printer.
Disconnect any USB or Ethernet cables from the printer. These connection types can prevent the printer from connecting to the wireless network.
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.
Restart the computer.
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.

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.
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.
On your computer, open an internet browser.
Type the URL address for the EWS in the browser address bar, and then press Enter.
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.
On the EWS webpage, click the Web Services tab.
Click Continue, Turn On, or Enable, and then follow any instructions to turn on Web Services.

Check internet proxy settings

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

Check internet proxy settings (Windows)

Update the Web Services settings with the proxy information in Windows.

Search Windows for internet, and then click Internet Options.
In the Internet Properties window, click the Connections tab.
If necessary, select your network, and then click Settings to view the proxy settings.
Under Proxy server, locate and write down the values in the Address and Port fields.
Open the printer with the HP Smart app or by typing the printer IP address into a web browser address bar.
From the EWS, click the Web Services tab, and then click Proxy Settings.
Enter the address and port values, and then click Apply.

Check internet proxy settings (Mac)

Update the printer Web Services settings with the proxy information in Mac.

Open System Preferences, and then click Network.
On the Network window, click Advanced.
Click the Proxies tab, and then select your proxy.
Write down the Address and Port values for your proxy server connection.
Open the printer with the HP Smart app or by typing the printer IP address into a web browser address bar.
From the EWS, click the Web Services tab, and then click Proxy Settings.
Enter the address and port values for your proxy server connection, and then click Apply.

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.

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

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

Restore factory defaults (printers with touchscreens)

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

On the printer control panel, touch the Setup icon , and then touch Printer Maintenance.
Touch Restore, and then touch Restore Factory Defaults.
On the confirmation prompt, touch Continue to complete restoring to factory defaults.

Restore factory defaults (printers without touchscreens)

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

Open the printer with the HP Smart app or by typing the printer IP address into a web browser address bar.
If prompted, enter the printer administrator password or the PIN from the printer label.
In the EWS, click the Settings or System tab.
Click Restore Defaults or Services, and then click Restore Factory Defaults.
Click the Restore Factory Defaults button.

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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