I can not add my printer to HP Connected

[Shamu_1975]

The problem is that I can't get the claim code from the printer (needed to add the printer to HP Connected), I really don't know if this old printer has one. I recently updated the firmaware. I tried to get this number from the printer's web service, but the printer never gets a connection, even though the internet connection is fine, the printer is connected to the internet and I don't have an active firewall. The printer is already out of the warranty period, I do not know if this is a problem, it is also an old printer (Nov 2012). I was checking the code of the embedded web of the printer, and I saw that the browser tries to reach the address: [Personal Information Removed] Has anyone had this problem? I tried the solution at: https://support.hp.com/us-en/document/c03550536, no results. Thank you.

[TEJ1602]

@Shamu_1975, Welcome to HP Support Community!

If you're unable to access the EWS i.e., the web server, it is a connectivity issue. Use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.

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!

[Shamu_1975]

Well, I don't know if the problem is a connectivity problem. In fact, the printer is a network printer and it works fine. All computers and cell phones in my home have connectivity to the printer, the printer does its job printing what we send it.

I am in my job now, and I can not send an screen copy of the printer's embedded web page when I'm trying to activate the EWS.  

[TEJ1602]

@Shamu_1975

Try restoring the defaults on the printer and then reconfigure. Here is how you do it-

1. Turn the product off.
2. Turn the product on, and while it is initializing press and hold the cancel button and wireless button at the same time.

Now, setup the printer and try again.

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!

[Shamu_1975]

Well I have done what you suggest, but things stay the same.

[Repairatrooper]

You need to make sure that on the network settings for the printer the following are correct

Gateway: a wrong gateway address will allow the printer to work inside the network but prevent it from ever contacting the internet

DNS: You can have 2 DNS entries a primary and a secondary. Most home systems will auto populate the primary dns when you connect the printer to the network but often that is an internal address that will not find addresses outside of your network. Setting the secondary DNS to 8.8.8.8 tells the printer to use Googles DNS servers to provide information. A DNS server basically converts a web name like HP.com into it's IP address.