Problems starting Web Services

[RoPo711]

I am having trouble turning on EWS on an HP OfficeJet Pro 8620.  I have worked through the entire HP Support notes from www.support.hp.com/us-en/document/ish_4152459-4016255-16 all to no avail.

EWS consistently fails to setup with message "Unable to connect to server".   All steps in the troubleshooting doc have been checked.  Printer shows as connected on the local network, but EWS continues to fail.  There is no proxy on the network. I've tried using Manual DNS (again as per HP support doc) and also tried with static IP address.  Makes no difference, EWS still fails.  Frustratingly,  I have another HP printer (an OJ Pro 8720) that has connected to EWS easily & successfully, but I need to get the 8620 to do the same so that I can get software updates and subscribe to InstantInk.  I have even done a total reset to factory defaults, which is the last suggestion in the HP support doc, but EWS *still* fails.

Any suggestions on how to fix this would be VERY much appreciated.

Ross

[A_Gayathri]

Hi @RoPo711,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've already worked through many troubleshooting steps for enabling the Embedded Web Server (EWS) on your HP OfficeJet Pro 8620, so I understand how frustrating this must be, especially with a similar printer working fine on the same network.
 

Here are a few additional suggestions to try, beyond what you've already done:
 

1. Check Firewall or Security Software Settings

• If you have any firewalls, antivirus, or security software on your network or computer, they might be blocking the printer's communication with the HP Web Services. Temporarily disable the firewall and antivirus software, then try enabling EWS again.

2. Double-check Network Configuration

• Router settings: Sometimes, certain router settings, such as those related to network filtering or restrictions, can block communication between the printer and HP servers. Ensure that the router doesn't have any filtering (MAC filtering, IP filtering, etc.) or security features that might prevent the printer from connecting to the Internet.
• Subnet mask: Ensure that the printer is in the same subnet as other devices on your network, especially since your 8720 works. The subnet mask should usually be 255.255.255.0 for most home networks.

3. Alternative DNS Settings

• You've already tried setting a manual DNS, but if you haven’t, try using Google’s DNS servers:
  • Primary DNS: 8.8.8.8
  • Secondary DNS: 8.8.4.4 After setting this, restart the printer and attempt to enable EWS again.

4. Firmware Update via USB Update the firmware on an HP printer

• Since EWS is not working to connect and update firmware online, check if a firmware update is available that you can download manually from the HP support site. You can then apply the update via a USB connection using the printer’s control panel. A firmware update might fix bugs that are preventing the connection.

5. Check HP's Web Services Status

• Though this is rare, HP’s Web Services could be temporarily unavailable. You can visit Managing the printer's internet connection (Web Services) to check if there are any service interruptions that might explain why your printer can't connect.

6. Alternative Internet Connection

• If possible, try connecting the printer to a different network (like a mobile hotspot or a different Wi-Fi network) to rule out the current network being the issue. If EWS works on a different network, you may need to troubleshoot your main network further.

7. Check the Web Services URL on the Printer

• On the printer’s control panel, try opening the "HP Web Services Setup" menu. It will display the Web Services Setup URL. Can you access that URL from a browser on the same network? This can help confirm whether the printer's web interface is working at all.

8. Manually Configure Proxy (If Applicable)

• While you mentioned there's no proxy, sometimes networks can have hidden or automatic proxy settings. If you're on a corporate or institutional network, try manually setting up a proxy as per the network settings and retry the Web Services configuration.

9. Ensure No IP Address Conflict

• When assigning a static IP address, make sure that no other device on the network shares the same IP address. An IP conflict can cause intermittent connection issues.

Refer to this document:  HP Officejet Pro 8620 e-All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[A_Gayathri]

Hi @RoPo711,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've already worked through many troubleshooting steps for enabling the Embedded Web Server (EWS) on your HP OfficeJet Pro 8620, so I understand how frustrating this must be, especially with a similar printer working fine on the same network.
 

Here are a few additional suggestions to try, beyond what you've already done:
 

1. Check Firewall or Security Software Settings

• If you have any firewalls, antivirus, or security software on your network or computer, they might be blocking the printer's communication with the HP Web Services. Temporarily disable the firewall and antivirus software, then try enabling EWS again.

2. Double-check Network Configuration

• Router settings: Sometimes, certain router settings, such as those related to network filtering or restrictions, can block communication between the printer and HP servers. Ensure that the router doesn't have any filtering (MAC filtering, IP filtering, etc.) or security features that might prevent the printer from connecting to the Internet.
• Subnet mask: Ensure that the printer is in the same subnet as other devices on your network, especially since your 8720 works. The subnet mask should usually be 255.255.255.0 for most home networks.

3. Alternative DNS Settings

• You've already tried setting a manual DNS, but if you haven’t, try using Google’s DNS servers:
  • Primary DNS: 8.8.8.8
  • Secondary DNS: 8.8.4.4 After setting this, restart the printer and attempt to enable EWS again.

4. Firmware Update via USB Update the firmware on an HP printer

• Since EWS is not working to connect and update firmware online, check if a firmware update is available that you can download manually from the HP support site. You can then apply the update via a USB connection using the printer’s control panel. A firmware update might fix bugs that are preventing the connection.

5. Check HP's Web Services Status

• Though this is rare, HP’s Web Services could be temporarily unavailable. You can visit Managing the printer's internet connection (Web Services) to check if there are any service interruptions that might explain why your printer can't connect.

6. Alternative Internet Connection

• If possible, try connecting the printer to a different network (like a mobile hotspot or a different Wi-Fi network) to rule out the current network being the issue. If EWS works on a different network, you may need to troubleshoot your main network further.

7. Check the Web Services URL on the Printer

• On the printer’s control panel, try opening the "HP Web Services Setup" menu. It will display the Web Services Setup URL. Can you access that URL from a browser on the same network? This can help confirm whether the printer's web interface is working at all.

8. Manually Configure Proxy (If Applicable)

• While you mentioned there's no proxy, sometimes networks can have hidden or automatic proxy settings. If you're on a corporate or institutional network, try manually setting up a proxy as per the network settings and retry the Web Services configuration.

9. Ensure No IP Address Conflict

• When assigning a static IP address, make sure that no other device on the network shares the same IP address. An IP conflict can cause intermittent connection issues.

Refer to this document:  HP Officejet Pro 8620 e-All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[RoPo711]

Many thanks @Gaya1239 for the comprehensive list of suggestions to fix the issue.  I'll let you know whether I get it resolved.  At first glance, many of the points don't apply - but I will work through them, just in case.

RoPo711

[RoPo711]

Hi @Gaya1239

I've now gone through and checked as many items on your list as possible.

- Checked to make sure no firewall security blocking access by printer to network

- Subnet for the 8620 is actually 255.255.252.0.  The 8720 is on the same subnet and works fine, as you know.  My Mac is also on the same subnet.

- Have tried alternate DNS Primary and Secondary.  No impact.  Checked that the 8720 is on using the same DNS addresses as the 8620, which it is.

- Downloaded last available firmware from 2021 for the 8620 and copied to USB.  Unable to execute since the 8620 does not offer that option when dealing with USB drive.  It only allows to print or copy photos from the USB.

- Try alternate network - in this case using my iPhone hotspot.  Got connected and confirmed wifi details, etc.  Still no go with EWS.

- Try running EWS Setup again.  Still no go.

- No proxies are set on the network.

- There aren't any address conflicts.  IP address of printer is dynamic, not static.

Still dead in the water as far as EWS is concerned, and thus no way to resume InstantInk service, which is the main reason I need to get EWS up and running.

Any other suggestions?  Other than buying a Brother/Canon/other brand? 🙂

RoPo711

[Sneha_01 · Accepted solution]

Hi @RoPo711 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support