DESKJET 2710 WON'T CONNECT TO WEB SERVICES

[Geoff54]

I have a new Deskjet 2710 connected to google wifi which prints ok sometimes, however i have the following issues with it

Wont connect to Web Services for Instant Ink?

Print spooling needs to be reset constantly to enable printing ?

Grateful for any help

[TEJ1602]

@Geoff54, Welcome to HP Support Community!

This could be due to the connectivity or the drivers installed. Let us try to isolate and resolve the issue-

You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

8). Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer.

Add a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab, and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try printing.

Also, refer to the document HP Printers - Cannot Connect to Web Services for additional help.

Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Geoff54]

Hello

Unfortunately neither option worked, the printer prints but I still get the error message that the printer is not connected to the Internet and I cannot utilise Instant Ink.

I also now have a Gateway Accessible Fail message when I print the Web Access page ?

I set the printers IP at 192.168.86.0

Any further suggestions ?

thanks

[Riddle_Decipher]

@Geoff54 I recommend you click here to turn off the web service when done successfully,

go ahead and click here to turn on the web services, and check if it works,

Keep me posted with the results,

Good luck!

[Geoff54]

Hello

Unfortunately neither option worked, the printer prints but I still get the error message that the printer is not connected to the Internet and I cannot utilise Instant Ink.

I also now have a Gateway Accessible Fail message when I print the Web Access page ?

I set the printers IP at 192.168.86.0

Any further suggestions ?

thanks

[Riddle_Decipher]

@Geoff54 Looks like we've exhausted all possible ways of fixing this issue, and it could be a hardware malfunction, hence I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Geoff54]

Thanks for your help

one final thing I have just found is that on the web access test results I have the following

Gateway

Configued - PASS (192.168.86.1)

Accessible - FAIL

Any further ideas ?

[TEJ1602]

@Geoff54

I appreciate your efforts and time. This requires remote assistance, please reach out to the HP Support in your region for further course of action.

Hope this helps!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Tokyo66]

I have the same issue with same printer model and currently in contact with hp support. is this an active issue for 2710? currently all hp support suggestions wont work for it. i’m not able to use it for  intsa ink subscription and other web services.

[TEJ1602]

@Tokyo66

It may not be the printer but the web services, let me know if the issue gets resolved through the HP Support team.

Thanks!