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- HP Community
- Printers
- Printer Setup, Software & Drivers
- Easy start cannot obtain software information

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08-23-2020 06:19 PM
I have installed HP Easy Start. It recognizes my printer, but in the next step, it cannot install the necessary software. I get the message "Cannot obtain software information" because HP Easy Start "Cannot connect to server." I reinstalled the software, restarted the computer and the printer, and my WiFi connection is fine. Thank you for the help!
08-23-2020 11:30 PM - edited 08-23-2020 11:46 PM
Problem- 'Easy start cannot obtain software information'
By looking into my HP Easy Start.log file, it seems like HP Easy Start application was trying to reach https://h20614.www2.hp.com/ediags/solutions/software/v3?lc=en&cc=bd&client=hp-quick-start&ModelName=... but couldn't establish a connection.
From log -
2020-8-24 10:53:28 GMT 6.0 <Warning>: [LKNetworkHTTPStream] - Network stream did report the error: Error Domain=NSOSStatusErrorDomain Code=-9806 "errSSLClosedAbort: connection closed via error " UserInfo={_kCFStreamErrorCodeKey=-9806, _kCFStreamErrorDomainKey=3}
2020-8-24 10:53:28 GMT 6.0 <Error>: [OSPSWLSComponentsLoadingOperation] - Server request status: 0, error Error Domain=com.hp.ledmkit.inputstream.error Code=1 "(null)" UserInfo={NSUnderlyingError=0x600002730990 {Error Domain=NSOSStatusErrorDomain Code=-9806 "errSSLClosedAbort: connection closed via error " UserInfo={_kCFStreamErrorCodeKey=-9806, _kCFStreamErrorDomainKey=3}}}, request: https://h20614.www2.hp.com/ediags/solutions/software/v3?lc=en&cc=bd&client=hp-quick-start&ModelName=..., time zone: GMT+6
08-24-2020 08:45 AM
Product: HP Color LaserJet Pro M479fdw
2020-8-24 16:35:2 GMT 2.0 <Error>: [OSPSWLSComponentsLoadingOperation] - Server request status: 0, error Error Domain=com.hp.ledmkit.inputstream.error Code=1 "(null)" UserInfo={NSUnderlyingError=0x600000d50c30 {Error Domain=NSOSStatusErrorDomain Code=-9806 "errSSLClosedAbort: connection closed via error " UserInfo={_kCFStreamErrorCodeKey=-9806, _kCFStreamErrorDomainKey=3}}}, request: https://h20614.www2.hp.com/ediags/solutions/software/v3?lc=en&cc=gb&client=hp-quick-start&ModelName=..., time zone: CEST
This is quite annoying as there doesn't seem to be another possibility to download the needed driver directly manually.
08-24-2020 04:45 PM
I have the same issue:
2020-8-24 16:5:27 GMT -4.0 <Warning>: [LKNetworkHTTPStream] - Network stream did report the error: Error Domain=NSOSStatusErrorDomain Code=-9806 "errSSLClosedAbort: connection closed via error " UserInfo={_kCFStreamErrorCodeKey=-9806, _kCFStreamErrorDomainKey=3}
2020-8-24 16:5:27 GMT -4.0 <Error>: [OSPSWLSComponentsLoadingOperation] - Server request status: 0, error Error Domain=com.hp.ledmkit.inputstream.error Code=1 "(null)" UserInfo={NSUnderlyingError=0x600003122f40 {Error Domain=NSOSStatusErrorDomain Code=-9806 "errSSLClosedAbort: connection closed via error " UserInfo={_kCFStreamErrorCodeKey=-9806, _kCFStreamErrorDomainKey=3}}}, request: https://h20614.www2.hp.com/ediags/solutions/software/v3?lc=en&cc=us&client=hp-quick-start&ModelName=..., time zone: EDT
08-24-2020 04:58 PM
I have the same issue...M277dw that I'm having to reset the print system and reinstall everything thanks to major issues, and now I can't even download the software. I've also ensured that Rip 2M is enabled in my router, and have opened UDP port 427.
No luck. Printer is a paperweight as of now. HP is unbelievable.
08-25-2020 03:25 AM - edited 08-25-2020 03:31 AM
I also have the same issue on a brand new MacBook Pro - Catalina 10.15.6 - the printer is a HP m277dw. "Easy Start" finds the printer on the network, but then I get "Cannot connect to server" and then "Cannot obtain software information". Also does the same for a M475dw on a different network and different MacBook Pro (also on 10.15.6). Yes, of course my internet connection is working - how else could I be posting this message? Will someone from HP please comment on this ASAP? Many thanks!!
08-25-2020 04:59 AM - edited 08-25-2020 05:03 AM
This is the message received. I need to install the driver to get the scanner working - urgently! Please help!
Note: even dragging a JPEG file here does not display it correctly! What is wrong with HP?