Web Services spontaneous turning off on Color LaserJet CM4540 MFP

[Sumikoska]

We are using ePrint on four seperate Color LaserJet CM4540 Multifunction printers in a business environment where we elected to activate ePrint in order to allow wireless printing for our iPhone and iPad users. We were able to set it up and get it working, and for the most part it works great! Users testing the functionality are using the HP ePrint for Home and Biz app and so far they've reported no loss of formatting for the documents they are printing - but there is one problem:

So far two of the printers have dropped (turned off) Web Services for no apparent reason.

Administrative functioning on the machines is password protected so it isn't possible for one of the clients to just come in and turn off Webservices. Only IT team members have the access password. I don't believe that any of us are turning off web services, so the impression is that they are spontaneously deactivating.

Two other bits of relevant information:

1) I am able to easily re-activate web services and assign a new eprint email address to the printer...

2)  I'm not able to reassign the first eprint email address to the printer because the HP ePrint website automatically places lost/disgarded email addresses on hold for 6 months to reduce the chance of people mistakenly sending documents to someone else's printer.

Therein lies the crux of the problem: because we are in a business user environment, every time I have to assign a new email address to the printer, I'm forced to update the documentation for the end users reflecting the addresses of the printers, and to inform the users who are already using the service of the new address.

I need to figure out a way to either 1) prevent the web service from shutting down, or 2) retain the same email address in the event that it does shut down, or both.

Any suggestions?

[ShlomiL]

Hi,

retaining the same email as a previously is not possible due to security reason, it is expected by the way the ePrint server works.

Therefore we should focus on the cause for the printer been disconnected, which might be due to network blocks preventing the stable connection with the server:

1. Assign the printer a static IP address.
2. forward the following ports, both TCP and UDP by assigning the pritner IP:
   
   • 443 (HTTPS)
   • 5222 (XMPP)
   • 5223 (XMPP)

Now check and follow for any improvement.

[Sumikoska]

Thanks ShlomiL. That is very helpful.

The printers are already assigned static IP addresses. We are using IPv4. The printers do not have IPv6 addresses. They are set up to use DCHP as a back up if they are unable to connect with the static IP connection, however. Could that be causing the issue? Should I disable the secondary (back-up) DCHP setting?

We also don't have Web Jetadmin up and running yet, and are using the static IP addresses to remotely administer the printers.

Moving on to step two:

- Would I assign port forwarding on printer itself?

- If so, where would I find option to set port forwarding?

Thanks for your help,

Sumiko

[ShlomiL]

Hi Sumiko, With pleasure

Frankly, i am not familier with the secondary DHCP structure of the device as i am more focused on consumer products, however the logic still remains the same... As long as DHCP can be maintaned, i cannot see any reason why the static IP will fail as the connectivity remain the same, therefore i would recommend you to disable the secondary DHCP in order to avoid any firewall blocks after forwarding the ports.

The port forwarding should be assigned from the router or the server, depanding on your network structure.

If you are using a more complex network envoirnment by using any server, VPN, switch, etc. you will need to contact your IT administrator to configure the port forwarding

However if you are using a simpler network , please let me know the router model, i will gladly try to assist you locating the steps for your envoirnment.

Regards,

Shlomi

[Sumikoska]

Thanks Shlomi,

I'll go ahead and disable the secondard DCHP and see if that resolves the issue. It might: without a secondary (back up) IP address the printer will just go offline if the static IP fails for some reason. It's possible that the secondary DCHP setting is causing it to assign an APIPA address if the network goes down. 

If not, I'll escalate this and get the information to our network administrator, who would be handling any port forwarding. We're big enough to have seperate network support, desktop support and printer support, although, the printer support team is one person and you're talking to her.

Thank you very much,

Sumiko