HP Officejet Pro 8620 cannot connect to web services

[RCP45]

Here are the errors. In the first one, clicking on "fix this" does nothing. Trying to get more info results in the second one...

[Jeet_singh]

@RCP45,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!

I understand you are having trouble while accessing the web services on your Photosmart 7520. Updating the printer firmware and then assigning a manual DNS address normally get this issue fixed. Follow the steps below:

• Go to the link: http://ftp.hp.com/pub/softlib/software13/printers/oj8620/OJP8620_R1733A.exe  to download and update the printer firmware. Restart the printer once done.
• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)
• Now try accessing the web services and check.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[djhenry99]

I have done all steps as outlined, but I cannot connect with web services. Tried many times. Would my VPN be the issue?

[Jeet_singh]

@djhenry99,

Thanks for taking an interest in the HP Support Forums! This is a great location to get resolutions and interact with experts from the community.

As I understand you have already tried these steps and still having the issues with the web service not working. Don't worry as I have a few other steps which should help you resolve this issue.

Please ensure that you have assigned google DNS server address (Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Next thing, I would suggest here is to Check the Internet proxy server settings, which is Step 5 in this support document.

Click here for Instructions

If you have followed these steps and still having the issue, then I would suggest you go ahead and perform an advanced reset on the printer. Doing this will set the printer to the factory settings. After which you would need to go ahead setup the printer all over again.

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[RCP45]

First, it wasn't me (the OP) who replied "I have done all steps as outlined..."

Second, even without having done aything the problem has partially solved itself. I now have a green checkmark instead of a red x as shown in my initial post and the error mesage shown in the second screen capture now says:

===========================================================================================

Web Services Settings Summary

Web Services

An error has occurred.

Unable to communicate with the Web Services server. However, you might still be able to use some of the printer's Web Services features.

===========================================================================================

When I tried the steps outlined in your earlier message I downlodaed  the program but when I ran it it said it couldn't find a printer to update. (I thought I had posted this before but I don't see it here.)

Since everything else is working just fine I am not motivated to g through the more drastic actons outlined in your second post, other thn putting in the Google DNS servers -- thatt made no diffeence. I didn't expect it to as  my DNS has been working flawlessly.

[RCP45]

Based on your private message, I did the printr reset and ran OJ8620_198.exe and all worked well! The problem was fixed -- sort of. I was able to connec to web srvices -- once, the first time, and now things are back to ...

An error has occurred.

Unable to communicate with the Web Services server. However, you might still be able to use some of the printer's Web Services features.

This is while it is "Checking for activation status..."

[Jeet_singh]

@RCP45,

Thank you for replying,

I really appreciate your time an patience in following the instructions but unfortunately, this has not helped to resolve the issue. Don't worry as I have a few others steps which should help you resolve this issue.

Just wanted to check if you have tried to update the printer firmware, If you haven't tried it, please follow this link: https://support.hp.com/us-en/drivers (Please enter the product number and then select the Operating system and version of Windows and then check for the printer firmware.

In the meantime, I would suggest you follow the rest of the steps from the following guide - HP Printers - Cannot Connect to Web Services

Let me know how it goes for further assistance!

Regards,

[RCP45]

None of that was any help. That seems to address the more fundamental issue of accessing the router/internet. If any of the things outlined were not already working proprly one couldn't even get to the point where the error message I initially posted could happen.

Everythng is up-to-date, software and firmware. Even so , I reinstaalled and updated everything but it didn't hep. It just meant I had to go throug a lot of configration to get the printer back to working as well as it did.

Note that all this web services stuff used to work. It was used daily when the ability to have things like puzzles and comics show up in the printer in the AM was working. Since that was discontinued I had little use for it. For possible use when travelling I tried printing via email but nothing worked anymore. I note that printing via email does result in a return email saying "ePrint job received" and ONCE a test message DID print, but only once. Everything on my end MUST be right for that to happen.

I think the service itself is busted, or perhaps can't handle the workload.

I am at the point where I don't believe there is anything I can do personally to fix this.

[A4Apollo]

Hi @RCP45, I am the Mr.Robot. It looks like you were interacting with @Jeet_singh, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for trying out the steps.

As you mentioned the issue still persists after trying out the steps.

Try the steps recommended below.

On your printer control panel, touch or press the HP ePrint icon or button, and then touch or press Settings.
If your printer control panel does not have an icon or button, navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu, depending on your printer model.
Select Disabling depending on your printer model.
Follow the on-screen instructions to turn off Web Services.
Once you have web services are disabled try re-enabling the web services.

Also, try the steps recommended below.

Using the printer EWS to turn on Web Service might resolve any communication issues with the printer control panel.
Print a Network Configuration Page.
Printers with LCD and text-based control panels: Print the page from the Wireless, Network Settings or Setup menu.
Printers with basic control panels (buttons only): Print the page using the button combinations on the printer control panel. For some printers, press the Wireless and Information buttons simultaneously, or press the Wireless and Start Copy Black buttons at the same time.
For detailed instructions to print a Network Configuration Page, go to HP Customer Support, type your printer model, and then search for the document to 'print a self-test page.'
On the Network Configuration Page, locate the URL(s) for Embedded Web Server address.
   NOTE:
If the URL for the EWS is http://0.0.0.0, the printer is not connected to a network. Reconnect your printer to the network, and then continue troubleshooting.
On your computer, open an Internet browser.
Type the URL address for the EWS in the browser address bar, and then press Enter.
   NOTE:
Make sure to type the IP address into the Internet browser's address box. If typed into a toolbar search box or search engine, the EWS does not open.
If a website security certificate displays in the Internet browser, click Continue.
The EWS webpage for the printer opens, which confirms that the printer is on the same network as the computer.
On the EWS webpage, click the Web Services tab.
On the Web Services Setup page, click Continue, Turn On, or Enable, and then follow the on-screen instructions
 

Refer this article to further troubleshoot web service issues with your printer.

If the solution provided worked for you, please mark accepted solution for this post.

Hope this helps!

Take Care! 🙂

Please click “Accept as 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!

[RCP45]

Before trying all that, I decided to give ePrint one more test run. Much to my surprise it WORKED.

I did nothing to fix it, but fixed it is! I can get to the Web Services page witout the error message. I am able to print text and attached images. (but not together)

An anomoly: One of my test images simply does not print. I tried it multiple times.  It is a small JPG file, about 20K. Three other other images I tried worked fine.