Connection error checking for FW update

[burtbick]

Just got this M402dn printer yesterday, works very well printing over network using HPLIP on Linux.  But was trying to set up Google Cloud Print and that wasn't working so then tried to do a FW update check and that gives a "Connection Error" with no other clue.  No error messages from the Web interface to the printer when trying to set up Cloud Print, but also nothing happens.  Web interface says to click button to send printer info to Google and print a page of instructions from Google, but nothing happens when the button is clicked other than I see it try to connect to Google.

I've tried HP support and that was pretty much a waste of my time.  The chat support was pretty clueless and gave me the wrong 800 number (a not in service one) and then the phone tech was completely clueless and didn't even know what Google Cloud print was 😞

Since the printer is working flawlessly over the internal network I suspect that the issue(s) may be related to a network port needing to be opened in the network router to allow the printer to communicate with HP's (and Google's) servers, but when I suggested that to the tech I must have sounded like I was speaking Greed 🙂  He didn't have a clue about what I was asking about.

The tech was saying I probably was getting the Connection Error because the FW was up to date!!!  But then he tried it on a 402dn he had there and it did the FW update and then when he tried again he got a message saying there was no new update, which is what I would have expected.  Like I said, totally clueless support.

So, has anyone else seen this problem, and if so how did you resolve it?

I'll doing some network captures using Wireshark now, but thought I'd ask here as well.

Thanks,

Burt

[burtbick]

Some additional information.

When I attempt to enable HP Web Services (for ePrint) from the Web UI I also get a Connection Error failure.

So far I haven't spotted anything in Wireshark captures that clearly show what is going on, it's almost like the printer is NOT actually sending anything out on the network when I request check for FW update, Google Cloud Print registration or HP Web Services.  But the printer DOES send hand shake, and status information out, e.g. for HPLIP, etc.

So no joy.  Need to determine if this a a defective printer so I can return it and get a replacement, or some network configuration problem.

[burtbick · Accepted solution]

OK, I finally worked out the issue.

For anyone else maybe fighting this.

I had set v4 IP config to Manual and had assigned the IP address, etc.  But I had NOT added Preferred and Alternate DNS settings.

On a hunch since I was NOT seeing anything coming from the printer when trying to do FW update check, Google Cloud, or HP web services access I changed the IP config method to Auto.

That resolved it and the only difference I see is that the DNS values are now filled in from the router.

FW update check works and Google Cloud as well.

It would have been nicer if HP support had a clue on how to troubleshoot this issue, or had thought to ask about network configuration settings on the printer.