Web Services error "Unable to communicate with the Web Services server". OfficeJet Pro 8620

[Gloucestrian]

When trying to set up Instant Ink I've run into this problem with the 8620. Having had a quick look around on this support forum I can see it's been discussed a couple of times but none seem to have been resolved satisfactorily.

[Gloucestrian]

What I've tried so far:

Checking printer date and time is accurate (it was out by a few minutes, now corrected)

Changing the DNS settings to use the Google Public DNS servers (8.8.8.8, 8.8.4.4).

Neither of these things resolved the issue, I am still getting the error message when accessing web services.

The error message is:

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Unable to communicate with the Web Services server. However, you might still be able to use some of the printer's Web Services features.

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[Kumar0307]

@Gloucestrian, Welcome to the HP Support Community! I’m here to help.

I understand you are trying to enroll the printer in Instant Ink. Let us try these steps:

Restart the wireless router, the printer, and the PC

Make sure the printer is connected to the internet.

Restart web services

Click here to know how to turn off web services. Refer to this document to know how to turn it on.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

If the issue persists, kindly perform the steps mentioned in this document - Cannot Connect to Web Services

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 “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Gloucestrian]

I had already tried those steps, which are of course basic troubleshooting steps.

The printer is connected to the local network via an ethernet cable and it can reach the internet (it doesn't complain when checking for firmware updates).

I have followed your instructions in turning off and turning on web services - I am now stuck at "The Web Services account must be activated at HP Connected".

It opens a popup for HP connected which says "We have a better software option available for you. Install HP Easy Start to complete setup" but this is not an option as I am using Linux. I don't understand why this has been broken as it worked perfectly a few years ago when I enrolled the printer in web services before.

 I don't see why I should have to use an mobile app to register for Instant Ink when the printer itself has a web interface, and a touchscreen interface. However to avoid making things difficult for myself, I've downloaded and installed the Android app. It doesn't accept my credit card when trying to sign up for Instant Ink - a card which I have used today already and for which there's no reason for it to be declined. It appears the app is not opening a 3DS payment window for 3DS authentication with the card issuer.

Why has this process been made needlessly difficult?

[Gloucestrian · Accepted solution]

I have now successfully set up Instant Ink via a combination of the mobile app and the HP connect website. It seems the mobile app added the printer to my account after I signed in with my HP account and then I was able to set up Instant Ink and pay on the website (same card, by the way - interesting that the payment was not accepted by the mobile app [twice] but it was accepted fine on the website).

The printer still reports the error message in my original post despite being reconnected to web services but it does communicate with the HP Instant Ink service properly so I guess it doesn't matter, or at least doesn't seem to be causing me any problem at this point.

I still think it's become needlessly complicated to set up these services and the "HP connected" ecosystem seems rather buggy, at least from certain endpoints (like the printer's own web interface, particularly).

[Kumar0307]

@Gloucestrian

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!