Certificate Error Blocking access to EWS

[Sailguam]

Issue.  When attempting to access EWS, browsers can’t make secure connection due to invalid SSL certificate error and block access.  See this HP Customer Support – Knowledge Base article specific to a different model printer, but works for other models. https://support.hp.com/us-en/document/c02553635

 

Fix: Set the EWS to not redirect to https. Must have access to advanced printer settings. Go to Network, Advanced Sttings, Management Protocol. Check “Do not redirect to https”.

 

Fix is complicated because you must have access to printer settings.  I believe that somehow during installation of the Easy Start full driver pack, this setting on my printer got changed to “redirect to https”.  Since I could not get past the Security warning, I reset the printer to factory defaults (unplug and restore power), uninstall the drivers and set-up the printer fresh with the Smart App. I want to reinstall the full driver package, but am concerned that might switch the EWS back to https and I would have to start over again.

 

Browser Changes.  Typically, when receiving a certificate error, you could click advanced or additional, accept the risk and go on to the site. Browsers have changed and removed the exception option to bypass the warning and go to the site.

 

With EWS set to redirect to https, when entering the printer IP in a browser, you go to a page on EWS advising you to accept the risk to bypass the warning and continue to the site. When you click OK, EWS redirects you back to https://ip.address and the same browser error.  You are stuck in a loop and never get to EWS.

 

This should be a challenge for HP to develop a fix. A means other than browser to access settings, or better yet, fix the invalid SSL problem.

 

If I am wrong here, please someone set me straight.

 

Thanks,

 

Roger

[Nal_NR · Accepted solution]

Hi @Sailguam,

Welcome to the HP Support Community.

I understand that you are facing issues with Error Blocking access. I'd like to help!

Perform root-level uninstallation to remove all the printer-related software.

•             In Windows, search for and open Programs and Features.

•             Select your HP printer.

•             Select Uninstall.

•             In Windows, search for and open Devices and Printers.

•             In the Devices and Printers window looks for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

•             Open up the run command with the "Windows Key + R" key combo.

•             Type printui.exe /s and click OK.

•             Click on the Drivers tab.

•             Look for an HP Printer driver. If you see it click on it and click Remove at the bottom.

•             Select OK.

•             Remove all instances of the same.

•             Select Apply and OK on the Print Server Properties windows.

•             Close Devices and Printers. 

•             Restart the PC again

Use this link to download and install the new driver and also update the firmware. Configure the printer and try printing.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping

[Sailguam]

Hi Elohi_NR,

Thank you for the very informative response. I feel your recommendations would solve the problem. After hours of working on this, I was already able to get my printer working with a little different solution.  Hopefully, my experience might be helpful to others with the same problem.

The underlying problem was that browsers would not recognize the self-signed security certificate generated by EWS. A fix (workaround) provided in the HP Customer Support Knowledge Base (https://support.hp.com/us-en/document/c02553635) is to set the EWS to not redirect to https. This avoids the browser security certificate check.  The problem is, if you are blocked from EWS, you can’t get to the settings.

What I did: 1. Unplugged the printer for 2 to 3 minutes to reset to factory defaults, 2. uninstalled the printer and software from control panel, 3. reinstalled and set-up the printer with HP Smart app. In the HP Smart app, I went to Printer Settings > Settings > Advanced Settings > Network > Advanced Settings > Management Protocol and checked “Do not redirect to https”.  Works fine now.

Reinstalling Smart App may not have been necessary. After resetting the printer, I didn’t try to access settings. Resetting the printer may have fixed the problem. I would try resetting the printer and attempting to access settings before reinstalling the software.

Also, I noticed that there is now a certificate exception in my browser (Firefox) certificate manager. Adding a certificate may fix the problem, but is not so simple and appears to be different depending on the browser.  I am not a computer engineer, but I think HP should ensure the driver installation software includes any required certificate exceptions or that the EWS certificates are signed by a recognized certification authority.

Thanks Elohi_NR for your solution. Hope my experience helps as well.

Roger

[Nal_NR]

Hi Sailguam,

I'm glad to hear that and you're most welcome and appreciate it. Do get back to us in the future for further assistance.