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Honor Student
Posts: 3
Member Since: ‎03-19-2017
Message 1 of 5 (95 Views)
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eprint connection

Product Name: HP Photosmart Premium c410b
Operating System: Microsoft Windows 10 (64-bit)

For a few months now, when I turn on the printer it reports a connection issue "Connecting to Server".

I finally decided to check what the problem is.

I checked ePrint which I have not used for some time.

When I press ePrint -> Display Email Address, it errors with "There is a problem connecting to the server"

The same error when I try  "turn eprint off", so It fails.

I can't resolve this.

I have not registered the printer with HP connected, but have tried and failed because I can't get a claim code.

 

I have tryed changing the DNS to 8.8.8.8 for google instead of our Router DNS, not change.

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Accepted Solution

Re: eprint connection

Greetings @KristianW,

 

Welcome to HP Forums and Thanks for the post. 

 

I understand that you are getting a message on your printer saying "Connecting to Server". 

Don't worry, I will be glad to help. 

Kudos to you for trying to troubleshoot the issue on your own.

Are you able to make the message go away if you press any button on the printer?

Have you tried to make a copy on the printer?

Have you changed the router or your ISP provider recently?

 

Recommend you to run HP Print and Scan doctor to check if it can automatically resolve the issue. 

If the issue persists, please connect the printer to your computer using a USB cable. 

Download the firmware update if available on www.hp.com/drivers and install it on your printer. 

Please click here for assistance in using HP Print and Scan doctor. 

Print a self-test page on the printer and evaluate a Wireless Network Test Results page. Refer to Step 4 in this article

 

Keep me posted. 

 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

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Honor Student
Posts: 3
Member Since: ‎03-19-2017
Message 2 of 5 (81 Views)

Re: eprint connection

[ Edited ]

Additional information:

 

Serial Number: [Personal Information Removed]

Product code: CQ521B

 

Firmware VAx2FN1121AR

 

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HP Support Agent
Posts: 2,437
Member Since: ‎10-12-2016
Message 3 of 5 (55 Views)

Re: eprint connection

Greetings @KristianW,

 

Welcome to HP Forums and Thanks for the post. 

 

I understand that you are getting a message on your printer saying "Connecting to Server". 

Don't worry, I will be glad to help. 

Kudos to you for trying to troubleshoot the issue on your own.

Are you able to make the message go away if you press any button on the printer?

Have you tried to make a copy on the printer?

Have you changed the router or your ISP provider recently?

 

Recommend you to run HP Print and Scan doctor to check if it can automatically resolve the issue. 

If the issue persists, please connect the printer to your computer using a USB cable. 

Download the firmware update if available on www.hp.com/drivers and install it on your printer. 

Please click here for assistance in using HP Print and Scan doctor. 

Print a self-test page on the printer and evaluate a Wireless Network Test Results page. Refer to Step 4 in this article

 

Keep me posted. 

 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

Regards,
Chimney_83
I am an HP Employee
Honor Student
Posts: 3
Member Since: ‎03-19-2017
Message 4 of 5 (43 Views)

Re: eprint connection

Answers:

 

- The error message does go away, but each time I attempted to use ePrint the error was displayed.

- Yes, normal Printing, Scanning and copying all work.

- Yes, I changed the Router about the 6 months ago and I probably have not used the ePrint Service during this time.

 

Actions:

 

- I ran the "HP Print and Scan Doctor" and followed the print diagnostic steps. 

Once complete, the ePrint had been disabled on the printer, which I was not able to do manually via the Printer controls.

 

- I then looked through more menus (on the printer) and found "firmware update".

It reported a new version, which I performed (as this would be the same as your suggestion of using the USB cable to update).

 

Once the firmware update was complete, the ePrint worked and my ePrint details were printed.

 

Many thanks for your suggestions.

 

Problem FIXED.

 

Regards

Kris

HP Support Agent
Posts: 2,437
Member Since: ‎10-12-2016
Message 5 of 5 (28 Views)

Re: eprint connection

Thanks for the reply and glad that the issue is resolved. Please do post your technical queries on our Forums for assistance. 

 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Please do post your technical queries on our Forums for assistance. 

Good Luck.

Regards,
Chimney_83
I am an HP Employee
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation