Web Services Setup

[Adsen]

When I try to enable Web Services from the setup menu all I get is,

Could not communicate with HPConnected.com

Some internal error happened, try again.

This printer used to connect but, not now.

I even when as far as giving the printer an outside IP with the firewall disabled, no luck.

I have tried generic DNS numbers.

When I click on the enable button, the screen says

Communicating with HPConnected.com...

for about 5 seconds and then I get the could not cummunicate.

Put the newest firmware on too.

Any thoughts??

Thanks!  Eric

[HeyListen]

Hello @Adsen,

Welcome to the HP Forums, thanks for posting.

I'd like to help you with the web services communication error you are getting on your HP Color LaserJet Pro M551 printer.

Perhaps you could answer a few questions for me so I'm better able to assist.

• Is the printer connected wirelessly, or via ethernet?
• Have you changed anything on your network since before the issue occurred?
• Which brand and model of router are you using?

I can see that you have already done a lot of troubleshooting for this issue, but I do have a couple of generic suggestions that may help to restore functionality to your web services.

Network Power Reset:

Let's leave the router on and unplug the power cable (NOTE: Do not reset the router.), then do the same with the printer, and shut down the computer. After a full minute, plug the router back in, wait for it to fully power up, then plug the printer back in and wait for the wireless light to become solid. Once both the router and printer are on, go ahead and turn the computer back on. Doing this will refresh the network connection.

Web Services Ports for your Router:

ePrint and Print Apps require access to establish connections out to HP servers via ports 80, 443, 5222 and 5223.   Primarily in some business environments, network administrators may block devices initiating communication from within the firewall on some of these ports.  Please check with your network administrator or Internet Service Provider to make sure those ports are not blocked on your router/firewall for outward-bound communication initiated by your printer. 

-Source

I look forward to hearing back from you, and working towards a resolution for this issue!

:catvery-happy:

[Adsen]

The printer is hardwired.

I don't believe anything has changed since I last printed though the web but, I could be wrong.

This is a DSL modem / rounter.

Manufacturer Pace Plc

Model 5168NV-110

ATT Uverse

I did do a complete power cycle of all systems.

I tried a different computer to enable WEB same result.

Thanks!  Eric

[HeyListen]

Hello again @Adsen,

Thanks for getting back to me!

Are you using the printer in a business environment? Do you know if you use a proxy server on your business network in order to connect it to the internet? If so, you may need to enter that into the printer's settings.

If that is not the case, or still does not resolve the issue, I'd recommend contacting AT&T Support, to confirm that the appropriate ports that I mentioned previously are open on your router. I'd also recommend checking to ensure your router has the most recent firmware update as well.

Do you have the printer plugged directly into a wall outlet? Especially with Laserjet printers, require a consistent amount of power, so there is a power moderator built in. If you have the printer plugged into a surge bar or battery backup, it may not be getting consistent power. More information on that here - HP LaserJet 1018, 1020, and 1022 Series Printers - Issues when Connected to an Uninterruptible Power...

Hope this helps!

:cathappy:

[Adsen]

This is a home printer.

Att claims not to block anything, and newsest flashed software on modem.

I went into the router/modem and gave the printer an outside ip with no firewall protection.

Removed the power strip.

Newer version of firware again loaded to printer.

I'm starting to think something is wrong with the printers i/o card.

[sidney-reelcore]

I am having this exact same problem with an HP LaserJet color flow MFP M575

The web services used to work perfectly until I upgraded the firmware recently. Since then I am get the error described in the initial post:

I've tried restoring to factory settings and reinstalling the firmware. Still no success. I know it is not network related because I have a 2nd unit in another department with the older firmware on it and it is able to communicate successfully with HPConnected.com

Any help would be greatly appreciated.

[VCMTech]

Did you get a chance to resolve this issue. I am banging my head since couyple months on this one without any success. Even after so many troubleshooting session with HP support, not able to resolve the issue. Pls let me know.

[Adsen]

Once again I updated to a newer firmware.  The newest works!