Printer "could not connect to web services"

[wilson3838]

Why does my printer continue to show "Unable to connect to web services ..."? It connected once but has been unable to connect since that time (about two weeks ago). Which protocols and ports are required to connect to "web services"? Thus far, I have tried everything I can find on HP support pages and on various google searches.

Done:

Restarted
No firmware updates are available
Web services is enabled, as viewed in EWS

Hard-wired connection
No proxy is used (not messing with the router unless someone from HP can provide necessary protocols and ports)

If I select "Print info page" from the web services menu (on printer touch panel), nothing ever prints. It hangs at Downloading from the Internet ..." for literally 3 or 4 minutes and then returns to the previous menu. If I select "Display email address", it hangs at "Acquiring email address" for minutes; I give up and hit the 'X' to exit. HP ePrint is "On". I can print from my computer using the printer's email address. I CANNOT SCAN from the printer and send it to my computer (Apps > scan to email). When attempting, it says "Server Problem ...   could not connect to web services". Again, which protocols and ports are required to connect to "web services"?

[wilson3838]

To add, when looking at the EWS:

Web Services Status shows Enabled

Internet connection shows Connected

Printer connection to HP Connected shows Connected

Web Services Settings:

HP ePrint shows On

print apps shows On

[Jay_G24]

Hi @wilson3838,

I'd like to help!

I understand you're unable to connect the printer to the webservices.

Try the below suggestions to resolve the issue -

Restart the computer, printer, and router

To resolve any connectivity issues, restart the computer, printer, and router.

NOTE: 

The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.

Turn off the router by pressing the power button or disconnecting the power cord.

Turn off the printer.

Close all running programs on your computer, and then shut down the computer.

Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.

Turn on the printer.

Turn on the computer.

Try to turn on Web Services.

If the issue persists, continue to the next step.

Let's disable web services and re-enable it

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

---> click on web services and remove web services and re-enable it

If the issue persists,

Check the Internet proxy server settings

For networks that use proxy servers, update the Web Services settings in the printer EWS with the proxy information.

Locate the Internet proxy settings.

Windows: Search Windows for Internet, and then click Internet Options in the list of results. On the Internet Properties window, click the Connections tab, select your network, if necessary, and then click Settings.
The network settings menu displays with the proxy settings.
From the EWS, click the Web Services tab, and then click Proxy Settings.

Type the Address and Port values for your proxy server connection, and then click Apply.

Try to turn on Web Services.

Update the printer firmware

HP regularly releases printer updates. Updating the printer firmware might resolve the issue.

Refer -- HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps!

Keep me posted!

And, Welcome to the HP Support Community

Please click “Accept as 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!

Have a great day!

[wilson3838]

Hi Jay,

I’m guessing you didn’t read anything I wrote beyond the subject … is that correct? Did you simply paste some text that you use as a starting point for troubleshooting? First, the printer is connected via network cable to a 24-port switch. The router in the topology is an enterprise grade router, not a hybrid AP you’d find in a private home. If you’re able to answer my question regarding which port(s) and protocol(s) is/are needed for Webservices, perhaps I’ll look at the router. If you’ve read this far, hopefully you’ll keep reading. As stated in my earlier posts, there’s no proxy being used and I’ve already verified no firmware updates are available for the printer. Hopefully someone from an HP RM team comes across this topic - It would be wise to ensure products are production-ready prior to GA.

[Jay_G24]

We do not have the port address to provide.

Please reach out to HP Support in your region for further assistance.

Have a great day!