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A Network Connected Printer Cannot Access Print Apps, Web Services, or ePrint

  • PrintPrint

Issue

The HP printer is connected to a network, but you cannot access Print Apps, Web Services or ePrint. Additionally, the error message 'The printer was unable to complete the product update' or 'Server Connection Error: 901 - There was a problem connecting to the server' might display on the computer.
Important: Access to HP Web-connected printing services is not available through a USB connection. The printer must be connected to a network with an active Internet connection. Additionally, some models might require a product update.
You must follow these solutions in the order presented to resolve the issue.

Solution one: Make sure that the printer and computer are connected to the same network

Follow these steps to make sure that your computer and the printer are on the same network.

Step one: Check the computer network connections

Review the steps for your operating system to check your current network settings.
Click the plus sign () next to your operating system for more information.
  1. On the Windows taskbar, click Start, and then click Control Panel.
  2. Click Network and Internet Connections, click Network Connections, and then click Wireless Connection.
  3. Write down the SSID or network name of the computer.
  1. On the Windows taskbar, click the Windows icon (), and then click Control Panel.
  2. Click Network and Internet, click Network and Sharing Center, and then click Wireless Connection.
  3. Write down the SSID or network name of the computer.
  1. On the Windows taskbar, click the Windows icon (), and then click Control Panel.
  2. Click Network and Internet, click Network and Sharing Center, and then click Wireless Connection.
  3. Write down the SSID or network name of the computer.
  1. On the Dock, click the System Preferences icon ().
  2. Under Internet & Wireless, click Wireless.
  3. Write down the SSID or network name of the computer.

Step two: Print a Network Configuration Page

Print a Network Configuration Page to determine which network your printer is connected to.
  1. From the Home screen, touch the Right Arrow button (), and then touch Setup ().
  2. Scroll down and touch Reports.
  3. Touch Network Configuration Page to print the page.
  4. Find the network name (SSID) on the report.
    • If the computer network name is the same as the network name on the configuration page, the printer and the computer are connected to the same network. Continue to the next solution to update your product.
    • If the computer network name is not the same as the network name on the configuration page, the printer and the computer are connected to different networks. Continue to the next step.

Step three: Disconnect the printer from the incorrect network

Follow these steps to disconnect the printer from the incorrect network.
  1. From the Home screen on the printer control panel, touch the Right Arrow button () to display the second navigation screen.
  2. Touch the Network icon.
  3. Touch the Down Arrow () to select Restore Network Defaults, and then touch Yes to confirm that you want to restore the network defaults for the printer.
  4. Return to the second navigation screen, and then touch the Down Arrow to select Wireless.
  5. Touch the Down Arrow to select Wireless Radio, and then touch Off to turn off the wireless radio on the printer.
  6. Return to the Wireless Radio menu item, and then touch On to turn the wireless radio back on.

Step four: Make sure that the computer connects to the correct router

Follow these steps to make sure that the network name (SSID) that your computer is connected to belongs to your router.
  1. Turn off your router.
  2. Check the wireless connection between the computer and the wireless network.
    • If the computer disconnects from the wireless network, the computer is connected to the correct router. Continue to the next solution to get product updates.
    • If the computer does not disconnect from the wireless network, the computer connects to a different router. Check your router documentation to find out how to find your wireless network information (SSID, wireless security, etc.), and then continue to the next step to connect the product to the correct wireless network.
      Check the SSID on the sticker of the router to make sure that it matches the SSID on your computer. If they do not match, continue to the next step to connect to the correct network. If they do match, continue to the next solution to get product updates.
      Compare the SSID on your computer with the SSID on the other computer or device to make sure that they are the same. If they are the same, continue to the next solution to get product updates. If they are not the same, continue to the next step to connect to the correct network.

Step five: Connect the printer to the correct wireless network

  1. On the printer control panel, touch the Right Arrow (), and then touch Network.
  2. Touch Wireless, touch Wireless Setup Wizard, and then touch OK.
  3. Touch the name of your network.
    If the list does not contain your network name, follow these steps to enter it manually:
    Touch Enter New Network Name (SSID).
    Enter your network name. Make sure that you type the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection will fail.
    When you finish entering the new network name, touch Done, and then touch OK.
    Touch Infrastructure, and then touch WEP encryption or WPA encryption.
    If you do not want to use encryption (a security password), touch No, my network does not use encryption.
  4. If prompted, enter the WEP or WPA key, touch Done, and then touch OK to confirm. The printer attempts to connect to the network.
  5. Try to access Print Apps, Web Services, and ePrint again.
    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.
    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution to get product updates.

Solution two: Check for any product updates

Choose one of the following methods to make sure that you have the latest product firmware update installed on your printer.
Important: The printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates. However, the printer does not need to be connected to a computer.

Step one: Update the printer

  1. On the product control panel, touch the Right Arrow () to display the second navigation screen.
  2. Touch Setup (), and then touch the Down Arrow () to display the Web Services Setup Menu.
  3. Touch Web Services Setup.
  4. Touch the Down Arrow () to select Product Updates.
  5. Touch Check for Product Updates.
    NOTE:Check for updates every week to ensure that you are getting the most out of your HP product.

Step two: Try to access Print Apps, Web Services and ePrint

Try to access Print Apps, Web Services, and ePrint again.
  • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.
  • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.
Follow these steps to download available product updates from the HP website.

Step one: Check the firmware version currently installed on the All-in-One

Print a Printer Status report to check the firmware version number installed on your printer.
  1. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  2. Touch Setup (). The Setup Menu displays.
  3. Touch the Down Arrow (), and then touch Reports.
  4. Touch Printer Status Report to print the report.
  5. Find the firmware version number on the report, and then continue to the next step.

Step two: Check for updated firmware on the HP website

  1. Click this link, Software and Driver Downloads to go to the product software downloads page on the HP Web site.
  2. Check the instructions on the page, and then click the Plus sign () next to the correct heading for additional instructions:
      1. Type your product number in the window.
      2. Click Next. If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads.
      4. Click the drop-down arrow (), and then click your operating system.
      5. Continue to the next step.
      1. Click the drop-down arrow (), and then click your operating system.
      2. Click Next. If necessary click your model in a list of similar products.
      3. Continue to the next step.
  3. Click the Plus sign () next to Firmware to view the latest firmware version available for your product.
    NOTE:If Firmware is not listed on the Software and Driver Downloads page, your product firmware is up to date. No further action is required.
  4. Compare the firmware version number on the report that you printed in the previous step with the firmware version number on the HP Web site.
  • If the firmware version number on the Printer Status Report is the same as the firmware version number on the HP website, your firmware is up to date. Continue to the next solution.
  • If the firmware version number on the Printer Status Report is different than the firmware version number on the HP website, continue to the next step to download and install the firmware.

Step three: Download and install the firmware

  1. Review the firmware download options and information, and then click Download.
    NOTE: You can click the View directions link for step-by-step instructions on how to download and install the firmware.
  2. Browse to the folder where you saved the firmware download file, and then double-click the file to launch the HP Firmware Download Utility.
  3. Follow the on-screen instructions to complete the installation.
  4. Try to access Print Apps, Web Services, and ePrint again.
    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.
    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Solution three: Move the printer closer to your wireless access point (router)

If your printer is too far away from the router, or if there are objects between the printer and router, the signal might be too weak to make a good connection.
  1. Move the printer and the computer or access point (router) closer together, but no closer than 1.8 m (6 ft).
  2. Try to access Print Apps, Web Services, and ePrint again.
    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.
    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Solution four: Allow the printer to communicate through your network proxy server

Follow these steps to allow the printer to communicate through a proxy server using the Embedded Web Server (EWS)
Embedded software that allows product configuration via any Web browser.
. If you are unsure if your network communicates through a proxy server, please contact your network administrator or Internet provider for additional details.

Step one: Identify the network proxy server address, port, user name, and password

Review the steps for your operating system to identify the required proxy server information.
NOTE:You might also need to identify a user name and password for your proxy server depending on your specific server configuration. If you are unable to locate the proxy settings, contact your network administrator or Internet service provider for additional information.
  1. Open an Internet browser (such as Internet Explorer).
  2. In the browser menu bar, click Tools, click Internet Options, click the Connections tab, and then click LAN Settings.
  3. Under Proxy server, locate the Address and the Port fields.
  4. Make a note of the numbers in the Address and Port fields, and then click Cancel.
  1. Click the Apple menu.
  2. Click System Preferences.
  3. Click Network.
  4. Click to select Wireless/Wi-Fi/Airport from the list of connections on the left.
  5. Click the Advanced... button.
  6. Click the Proxies tab.
  7. Click to select Web Proxy (HTTP).
  8. Copy down the information.

Step two: Enter the printer proxy information into the EWS

  1. On the Network Configuration Page that you printed earlier, locate the IPv4 – IP Address field.
  2. Open a new Web browser window (such as Internet Explorer).
  3. Type the IP address from the Network Configuration Page in the Web browser address window.
    Figure 1: Example of the printer IP address in the Web browser address window
    Image: Example of the printer IP address in the Web browser address window
  4. Press Enter to open the EWS.
  5. Click the Network tab, and then click Proxy Settings.
  6. Enter the proxy server information that you gathered in the previous step, and then click Apply.
  7. Try to access Print Apps, Web Services, and ePrint again.
    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.
    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next section.
If the preceding solutions did not resolve the issue, try visiting the following resources.
HP Print and Scan Doctor
Image: Print and Scan Doctor icon.Download the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues (This tool is available only for Windows operating systems).
HP Consumer Forums
See what other customers are saying at the HP forums .

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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