Web Services "printer is unable to connect to the service" error on LaserJet Pro CM1415fnw

[Paulim]

I am unable to Enable web services on my printer either via the printer or the HP web services button when opened via the IP address on a computer.

I have looked at many of the solutions on the HP support and on the forum and nothing works for me. I have upgraded the firmware to the latest version.  I have uninstalled/reinstalled  the  printer software on the PC disconnected and re-connected the wirelesss connection to the router. switchwed off the printer and the router and left them to discharge any held information and I have checked and set the IP address manually.  The printer is connected (cat 5) to the router and appears as a connected device on it. It is visible and avbailable on the network and all computers on the network can see and print with it  My phone and tablet all connect to the internet without problem via the router but not the printer.

Anybody got any solution? I am going crazy and have run out of thgings to try

--------------- UPDATE: 5/7/2019 ----------------

Just got off the phone with HP support. Looks like this printer is "Too Old" to support Web Print services. I find this strange as web print services worked previously. All I did was to remove my printer from the hpconnected site and then try to enbable Web Services from the printer's control panel. No changes were done on my network (router or WiFi). The only thing I can figure is there's something about re-registering my printer that is causing some issue on the HP Web services side. I could probably do a packet capture to see what messages are comming back from HP's site but at this point HP clearly doesn't want to help. This is sad really as I want to continue to use this printer but I need to have a Google Cloud connected printer so I can print when I'm working via VPN. I'm sure other printer vendors will work via Google Cloud printing. Moving off HP. 

--------------- UPDATE: 5/8/2019 ----------------  

I've changed the DNS settings and updated my printer's firmware but nothing seems to work. See my posts below for more information. 

[Riddle_Decipher]

@Paulim I went through the concern and the various steps you've been through including the call with HP Support, that said, here's what I suggest you do, to help resolve the issue:

Assign manual IP Google DNS and check if the printer is able to connect web services:

~Obtain the IP address of the printer - You can touch the "wireless" icon on the printer control panel to get the IP address.  

~Type the IP address on your web browser to obtain the printer EWS page on your computer.  

~Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.  

~ 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 the 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)  

~Restart the printer and then router once done. 

You can also try these steps: 

Step 1: Make sure your printer supports Web Services

Make sure your printer supports Web Services by looking for an HP ePrint logo, button, or icon on the printer control panel.

If the control panel does not have an HP ePrint icon or button, or you are unsure if your printer is supported, go to Mobile Printing Solutions Compatible with HP Printers to see if your printer supports HP ePrint.

NOTE: 

Due to a security update, as of September 1, 2016, some older HP printers can no longer connect to Web Services. For more information, go to Web Services Stop Working.

To purchase an HP ePrint capable printer, go to HP Home & Home Office.

If your printer supports Web Services, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

P.S: Welcome to HP Forums! 😉

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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[Paulim]

Thanks for all the detailed information but the HP tech person I talked on the phone had me do all of what you described including updating the printer's firmware. None of it worked. I'm convinced, since it worked before I deleted the printer from hpconnect site, there's something in the HP database side of things during the Web Services registration processon that is preventing my "OLD" printer from being registered. 

I have to say I was quite upset after my call with HP support. The technician who I was on the phone phone for over 2 hours told me he couldn't help me anymore when I insisted that the issue really was pointing to something on HP's Web Print server side with the registration process; He said he couldn't help me any more. He told me I should buy a new printer. The printer I have works perfectly & prints perfectly! Why would I buy a new printer to do something that this printer has ALWAYS been able to do, Web Print. I told him I just purchased three toner cartridges from Staples just last month which costs almost as much as a new color laserjet. After hearing my delima he said HP would buy/back my toner but needed to transfer me (read get rid of me) to the next HP technician. After being bounced around HP support to two more areas I was told, NO, HP will not buy back an opened Toner on a printer that works fine. This whole process (my own afternoon of troubleshooting the day before, three hours the next day and then being told something that HP wasn't going to do) was VERY frustrating. I wish HP would look at the registration process (networking packets) to see WHY the printer will not register. Again, my network hasn't changed, local wireless printing works AND my printer hasn't changed but the registration process (for Web Services) with my printer just doesn't work. For the HP tech that answered this thread, my case number is: <removed>. Please feel free to reach out to me or let me know if I have any other options. Thanks.   

[Riddle_Decipher]

@Paulim I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[ShlomiL]

Hi @Paulim,

If you cannot locate the DNS option under IPV4 Configuration for your printer, you should locate this option under Network Identification, within the Networking tab.

I believe that using Google Public DNS as suggested by @Riddle_Decipher above (8.8.8.8 as the Primary and 8.8.4.4 as the Secondary address) may help.

Shlomi

[Paulim]

I've sent a private message to "Riddle_Decipher" with my case number, serial number & my phone number but I'm not sure if that goes to an individual or a team. 

BTW: The first HP tech that I was on the phone had me try those DNS settings and they didn't work. We also updated the printer firmware and that didn't work either. We tried turning off IPv6 and only using IPv4. We also turned off WiFi and just used a wired connection to the router. ALL of which didn't work. Keep in mind I have always been able to wirelessly print from both my Laptop running Windows 10, my Mac Laptop & my Andriod phone (as long as they on the local Wifi Network with the printer). The only issue is registering Web Print serices stopped working after I removed the printer from hpconnect site and then tried to re-register the printer by attempting to enable Web Services (either from the printer or the printer's web-page). Again, registraiton process doesn't work and it's looking like its an HP registration process proceedure for this printer but I have no way of verifying what is going on at HP's side.