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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎02-08-2017 10:50 AM

HP Recommended
Product: HP Envy 7640
Operating System: macOS 10.12 Sierra

Hi there, 

  • I have been trying to connect my printer to the HP ePrint webservice for Instant Ink service.
  • It had been connected before and was working fine but now will not connect even though I have an excellent wifi connection to the router.
  • Each time I try to connect to the ePrint service it comes up with the error message "DNS Gateway Problem" saying that the printer is currently configured with a DNS server address which does not allow the DNS server name to be confirmed
  • I have followed the online instructions of how to rectify the issue but still get the same error message.
  • I have updated the printer driver but still have the same problem
  • The printer is only connected to the router by wifi.

Please could you help me to fix this problem before my supply of ink runs out...?

 

Many thanks

 

 

2 REPLIES 2

‎02-08-2017 12:04 PM

HP Recommended

Hello @RMER,

 

Thanks for reaching out to the HP Support Forums!

 

I understand that you're unable to connect to Web Services. I will certainly do my best to help you and please remember to return to this thread and mark 'Accept as Solution' if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

 

The problem is not the wireless connection it is the inability to connect to the internet. Web Services connects directly to the HP Server and if your router is blocking the printer from accessing it, the connection will be interrupted. 

 

Please print a wireless test report to get the printer's IP address. 

1. Once you have the printer's IPV4 IP address, open your internet browser and enter the IP address in the address bar. 
2. Go to the Network or Wireless tab across the top. 
3. On the left-hand side click on Network or Wireless. 
4. Click on Network address (IPV4 address) 
5. From here you can set a static IP address and add DNS settings. 
6. On the DNS settings, change it to Manual. 
7. For the Preferred DNS enter: 8.8.8.8 and Alternate DNS: 8.8.4.4 (without periods) 
8. Click Apply. 
9. Try turning the printer off and on again. 
10. Press the Web Services icon again. 
11. At this point, the page should print with the claim code. 

 

The other problem could be related to the printer's firmware. Please print out a printer status report and check the firmware version.  The latest firmware version is NSM2CN1628AR. 

 

If you have access to a computer running Windows XP or above, please download and install the firmware on the printer using a USB cable. 

 

Please let me know the results. : )

Drakster
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “thumbs up" button!

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‎02-09-2017 03:50 AM - edited ‎02-11-2017 03:42 AM

HP Recommended

Thank you @Drakster for your response.  

 

I have followed your advice but the browser reports back that it "...can't open the IP address page because the server where this page is located isn't responding."

 

What should I try now to overcome this issue?

 

Is anyone able to help me with this please ?

 

 

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