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HP Printers - Cannot Connect to Web Services

This document is for HP printers that support web-connected printing 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.
  • Server Connection Error. Unable to connect to Web Services. Confirm Internet access and try again.
  • Web Services Problem. Problem connecting to Web Services server.
Use the steps in this document to troubleshoot Web Services connection issues.

Step 1: Make sure your printer supports Web Services

Make sure your printer supports Web Services by looking for an HP ePrint logo, button, or icon on the printer control panel.
Examples of the HP ePrint logo
HP ePrint logo.
HP ePrint logo.
If the control panel does not have an HP ePrint icon or button, or you are unsure if your printer is supported, go to Mobile Printing Solutions Compatible with HP Printers to see if your printer supports HP ePrint.
not:
Due to a security update, as of September 1, 2016, some older HP printers can no longer connect to Web Services. For more information, go to Web Services Stop Working.
To purchase an HP ePrint capable printer, go to HP Home & Home Office.
If your printer supports Web Services, continue to the next step.

Step 2: Check the network and printer connection status

Make sure your wired (Ethernet) or wireless network is working correctly and the printer is connected.
  1. Make sure the printer is not connect with a USB cable.
    not:
    When a USB cable is connected to the printer, the printer cannot connect to Web Services.
  2. If you are using a wireless router, check your router’s 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 only): 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.
  3. Make sure your printer is not connected to a guest or host network, such as those networks found in schools, hotels, or home networks that allow guest logins. For more information see Can't Print on a Guest or Host Network.
  4. Confirm the printer is connected to the network.
    • Wireless network connection: 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 light is solid and blue.
      If the wireless light is blue and blinks, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move the printer away from devices that emit radio signals such as microwaves and cordless phones. Reconnect the printer to your network, and then make sure the wireless light is blue and solid. If your printer frequently drops the wireless connection, go to Printer Does Not Maintain Wireless Connection for detailed troubleshooting steps.
    • Wired (Ethernet) network connection: Check that the cable is connected to the printer Ethernet port and to an available port on the router. The green link light should be steady, and the orange activity light should blink when the cable is connected.
      Şekil : Connect the cable to the printer and to the router
      Connect the Ethernet cable to the printer and to the router
  5. On your computer, click the network icon or in the menu bar to view the network name and status of the connection.
    • If the selected network is not yours (for instance, if you connected to a neighbor's or a guest network), you must reconnect to your own network before turning on Web Services.
    • If the network signal strength is weak, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move the printer away from devices that emit radio signals such as microwaves and cordless phones.
    • If the network status is not connected, confirm your network is working correctly, and then check the status again. Make sure a check mark or connected status displays next to the network name.
  6. Try to turn on Web Services.
If the issue persists, continue to the next step.

Step 3: Restart the computer, printer, and router

To resolve many connectivity issues, restart the computer, printer, and router.
not:
The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.
  1. Turn off the router by pressing the power button or disconnecting the power cord.
  2. Turn off the printer.
  3. Close all running programs on your computer, and then shut down the computer.
  4. Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
  5. Turn on the printer.
  6. Turn on the computer.
  7. Try to turn on Web Services.
If the issue persists, continue to the next step.

Step 4: Turn on Web Services from the Embedded Web Server (EWS)

Using the printer EWS to turn on Web Service might resolve any communication issues with the printer control panel.
  1. Print a Network Configuration Page.
    • Printers with LCD and text-based control panels: Print the page from the Wireless, Network Settings or Setup menu.
    • Printers with basic control panels (buttons only): Print the page using the button combinations on the printer control panel. For some printers, press the Wireless and Information buttons simultaneously, or press the Wireless and Start Copy Black buttons at the same time.
    For detailed instructions to print a Network Configuration Page, go to HP Customer Support, type your printer model, and then search for the document to 'print a self-test page.'
  2. On the Network Configuration Page, locate the URL(s) for Embedded Web Server address.
    not:
    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 continue troubleshooting.
    Şekil : Locating the URL(s) for Embedded Web Server address
    Locating the URL(s) for Embedded Web Server address
  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.
    not:
    Make sure to type the IP address into the Internet browser's address box. If typed into a toolbar search box or search engine, the EWS does not open.
  5. If a website security certificate displays in the Internet browser, click Continue.
    The EWS webpage for the printer opens, which confirms that the printer is on the same network as the computer.
  6. On the EWS webpage, click the Web Services tab.
  7. On the Web Services Setup page, click Continue, Turn On, or Enable, and then follow the on-screen instructions
    Şekil : Example of clicking Continue
    Example of clicking Continue.
If the issue persists, continue to the next step.

Step 5: Check the Internet proxy server settings

For networks that use proxy servers, update the Web Services settings in the printer EWS with the proxy information.
  1. Locate the Internet proxy settings.
    • Windows: Search Windows for Internet, and then click Internet Options in the list of results. On the Internet Properties window, click the Connections tab, select your network, if necessary, and then click Settings.
      The network settings menu displays with the proxy settings.
      Şekil : Example of proxy settings in Windows
      Example of proxy settings in Windows
    • Mac: Open System Preferences, and then click Network. On the Network window, click Advanced, click the Proxies tab, and then select your proxy, if necessary.
      Şekil : Example of proxy settings in Mac
      Example of proxy settings in Mac
  2. Write down the Address and Port values for your proxy server connection.
  3. From the EWS, click the Web Services tab, and then click Proxy Settings.
    Şekil : Clicking Proxy Settings
    Clicking Proxy Settings
  4. Type the Address and Port values for your proxy server connection, and then click Apply.
  5. Try to turn on Web Services.
If the issue persists, continue to the next step.

Step 6: Update the printer firmware

HP regularly releases printer updates. Updating the printer firmware might resolve the issue.
Try to turn on Web Services. If the issue persists, continue to the next step.

Step 7: Update the router firmware

Outdated router firmware might affect performance, security, or prevent the router from accessing the Internet.
  1. Open an Internet browser, type the router IP address in the browser address bar, and then press Enter.
    not:
    These IP addresses, names, and passwords are provided for informational purposes only and might not work with your router model.
    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. Sign in to your router web-based setup page, if necessary.
  3. Locate the option to update the firmware. You might find the update option in the Administration, Utilities, Tools, or Maintenance menu. Refer to the documentation that came with your router or contact the manufacture for more information.
    • If the router firmware is outdated, follow the on-screen instructions to update the firmware, and then try to connect to Web Services. If the issue persists, continue to the next step.
    • If the router firmware is up to date, continue to the next step.

Step 8: 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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