Web services! Cannot connect

[ReindeerKath]

• My Deskjet 2710e suddenly lost connection with web services on the 7th. 

I spoke with support for an hour today. We tried everything and he said it's my router. It's not my router, I have a good router.

For some reason I lost connection with web services and I cannot understand how to link it up again.

Any advice would be greatly received

[Dragon-Fur]

@ReindeerKath 

Welcome to the HP English Community --

"Everything" is a lot -- there are so many things to have tried.

Having tried them all, what is left?

How can we help?

It is difficult to judge what would not simply be a duplicate of what you have done.

Wasting your time (or our own) is not likely to make anyone happy.

Examples of "Web Services" related checkpoints (not all inclusive)

Perhaps, the source of the problem is indeed outside of the printer.

That just means that the printer did not (suddenly) develop a weird hardware problem that results in the printer not being able to connect to the network in the specific way necessary to support Web Services.

There is little in the printer that can impact whether the printer connects to Web Services.

Review - The printer is small of memory and can support limited resources --

Maximum Memory

64 MB DDR1; 20 MB Flash

Number of Simultaneous Users (local + network)

1-3 Users

Included in "Everything"

The obvious, that is, Resetting the printer (unplug / wait / plug-in / boot), and even the printer Factory Reset (complete wiping of the print setup and (then) configure (add) the printer to your network "fresh", will have been tried.  These are hallmark "everything" steps.

The router might be OK -- OR

• The router might have fallen out of date (firmware). 
• The router might be old (it happens), weak (traffic load), not ideally placed (obstructions, distance)
  
• The router might be missing one or more configurations.  It might be worth at least logging into the device (router) and check the connected devices and the logs. 
• Router logs can sometimes help you pinpoint connection issues. 
• In circumstances that warrant it, a reset of the router itself can correct odd or spurious issues that prevent the network (or some part of it) from operating as expected.  True - After a router reset, you must configure your network or (if supported and you made a backup) reload the router's custom configuration.

What else?

The connection type is important and was no doubt already discussed.

NOTE: The printer supports Wireless connections using 2.4 GHz or 5 GHz (not at the same time).

It is likely the tech already had you check that the router is configured to separate the 2.4GHz and the 5GHz devices into separate SSID named networks for each frequency.

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

=========================================

Message Content References

 User Guide - HP DeskJet 2700e All-in-One series

Page 22

HP DeskJet 2700, 2700e, 4100, 4100e printers – Wireless printer setup

Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

 -----------------------------------------

Web Services

Note:  March 2024 >> Document does not address the new EWS format changes for OfficeJet Pro 91xxe and 81xxe printers.

Start here

 HP printers - Managing the printer internet connection (Web Services)

Web Services is used to connect the printer to the Internet. 

Web Services recognizes the printer and hands it to whatever service is "next". 

For example, Web Services might hand your printer to ePrint, Instant Ink, HP+, Print Anywhere, or certain Cloud services.

Troubleshooting Web Services

  HP printers - Cannot connect to Web Services

What else?

• Web Services might be sensitive to your DNS setup – DNS outdated?  Check.
• The source of the Web Services issue could be your Internet Service Provider,
• The source of the Web Services problem could be an interim connection at that moment,
• The source of the Web Services problem could be tangled within the Printer connection setup

• Try: Restart the router that controls your network – next, restart the computer(s) and the printer.
• Consider, if you can stand it:  Switch off your phone(s), and Restart those devices.
• Consider the netsh reset options for your Windows machine.  Reference:  How (and Why) to Perform a netsh winsock reset on Windows

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP DeskJet 2710e All-in-One Printer  

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[ReindeerKath]

Hello, thanks for your quick reply.

I appreciate all your comments, althought I feel like I need a degree in something to fully understand them 

Yes, we went throught the unplugging and plugging in of everything including the router. 

I've had the printer for less than a year. The router is a Sagemcom FAST5364. My connection speed is 55Mpbs download. It is connected to the WiFi, just not to the website server. So I cannot see it as a router issue.

Support did mention about the using 2.4 GHz or 5 GHz (not at the same time) issue. Why would that suddenly happen mid print? Or a week ago? 

Really confused. Don't know what to do. If I try and connect printer to the smart app, it just says "unknown error"  after the WiFi code.  Web server wizard isn't connecting either.

Will connecting it to my pc with a usb cable make a difference? 

[Dragon-Fur]

@ReindeerKath 

You are welcome.

I am sorry it is all for naught.

As you have read (and discussed), there are a multitude of things to try when the printer does not connect to your network.

Sure, if you are confident in the router and your network, the only reason for resetting it would be to eliminate any static / stuck problems left over from a previous connection attempt. 

Ignore what you believe to be irrelevant.

There are only a few "try this" solutions (as mentioned in the document I linked in my first post) for Web Services.

It's possible that the issue is not on your side.   That said, were the issue on HP's side, it should have corrected itself by now (since the 7th of this month).  

We (those of us in the Community who do not work for HP) do not have any visibility into HP's side of the operation.

That said, other than those who are subscribed to Instant Ink (and this is NOT a reason to subscribe), there is perhaps little more that HP will say on the matter that you have not already discussed when you contacted support.

No, connecting the printer to the computer with USB would not be better.

I will forward your concerns to our Moderator team.

Should they have a followup response, look for a message here before the agent uses other means to contact you.

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[ReindeerKath]

Thanks for your help. I really appreciate it.

I did USB connect the printer to my laptop which is connect to my router on ethernet. 

Even did a full factory reset. 

It will not connect to web services. 

I'm going to call support again tomorrow morning to see if they'll help any. I am still under warranty until Christmas eve.

I know it wasn't anything I did on the 7th because I wasn't at home that weekend. But that was the weekend of the storm and our village had multiple power cuts in a very short time. I spoke with a villager today and he had to replace his router because the storm knocked it out. 

It's not a coincidence that my printer stopped connecting to the server on the 7th. But I don't think support will say so.

I'll try.

Thanks again.

Kath.