HP Photosmart 7520 e-All-in-One Printer fails to connect to Web Services/EWS (Embedded Web Server)

[jpiotraschke]

Hello,

A few months ago I purchased an HP Photosmart 7520 e-All-in-One Printer, secondhand. It was a great deal, for how much this particular device is worth (brand new). After performing a semi-full reset, I was successful in restoring the printer to its factory settings; as it was when newly acquired by the original owner. Needless to state, I was oh-so excited to set it up and begin using it. Well, this is when the nightmare had begun.

Upon the completion of the initial setup, everything seemed great! I was sure that the device's firmware was outdated, as it hadn't been used in a while. After doing a little digging on the HP Support website, I located the official firmware update software. This was the first "pickle" I found myself in, as the software seemed to only be released in ".exe" format. I inquired with a family member if I could utilize their PC in order to update the firmware, since I only own Apple-made devices. They politely agreed, and I went on to my first attempt to update.

To make a long story short, I have experienced the WORST difficulties with this printer since then. While initially setting up the printer itself, I was baffled when the device notified me that it was unable to establish a connection to "HP Web Services." I'd taken the liberty of troubleshooting the issue myself; due to my technical skills being highly proficient. This is when I began to read through COUNTLESS threads (on a multitude of tech websites) from users, stating that they had the same concern with this particular model. 

Summary of Attempts to Correct the Issue:

• Disconnected/reconnected printer & primary network devices (router & modem)

• Verified printer was successfully connected & showing up on the network

• Verified latest firmware was installed on router & modem

• Verified Network & Sharing settings to ensure "Printer Sharing" was enabled

• Attempted to set static IP address, as well as Google's custom DNS server addresses

• Disabled IPv6, following a device restart

• Ran HP Print & Scan Doctor (which detected NO issues with the device or it's connectivity)

• Attempted to update the printer's firmware, which was unsuccessful (see attached screenshot)

• Set specific proxy address & port number in an attempt to connect

• Finally, performing yet another semi-full reset on the device

No other functions are operable on the device, other than printing. I almost found a solution to the connectivity issue; but when attempting to access the EWS (Embedded Web Server) to change some settings around, I was unable to. Now I've spent countless hours attempting to navigate to the EWS page, but have not been able to whatsoever. The attempts have been made in a variety of internet browsers, on a multitude of devices (Mac, PC, & Smartphone). All unsuccessful due to this unknown error that's causing the connectivity issue.

I am most frustrated because if I'd known this would've been a concern, I would've just purchased a different printer. All conclusions to this particular issue lead to someone suggesting that I throw it out, and purchase a newer device. The sole reasoning for purchasing this one, was so save a chunk of change. I am not made of money, and especially can't afford to drop $200-$400 on a brand new printer.

We'd honestly be better off bringing the printer to a third-party repair service, as they would most-likely attempt to dig a little deeper into the issue; rather than just providing basic diagnosis instructions that do ABSOLUTELY NOTHING for the customers.

In conclusion, it's quite comical to myself that a mysterious connectivity issue would arise once the device reaches a certain age. Following with the suggestion (from HP employees) to purchase a newer model. With this being stated, I will not lay this to rest until I get the answer I am searching for, as well as a solution to this ANNOYING issue.

All my best,

[jpiotraschke]

[jpiotraschke]

[Anand_Andy]

Hi @jpiotraschke,

Welcome to the HP Support Community

I understand you are facing an issue with the HP Smart app for your HP ENVY Pro 6400. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Were there any updates done on the PC?

While you respond to that, please go ahead and uninstall the HP Smart app from your MAC PC.

Steps to uninstall HP Smart and reinstall:

• Click Finder, and then click Applications. In the list of apps, click and drag the HP Smart app to the Trash at the end of the dock.
• Go ahead and Update the software on Mac 
• Restart PC
• Once the PC is turned back and idle, download HP Smart 
• Once installed, check if you are able to access the app.

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!