Error Message

[Aerosmith34]

I have a HP Office Jet 5746.  I’m trying to scan and get the error message “There was a problem connecting to the server.  Touch retry to connect again, or Ok to exit”.  How do I resolve this?   I tried all the obvious:  touched retry, unplugged the printer, turned off the printer and turned off the router.  Nothing worked.  Any suggestions?  Thanks!  

[Hawks_Eye]

Hi @Aerosmith34 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for sharing the details. I understand the issue you’re facing with your HP OfficeJet 5746 while trying to scan. The error message indicates that the printer is unable to connect to the server. 

Let’s go through the troubleshooting steps to resolve this:

Check Internet Connection

• Ensure your printer is connected to the same wireless network as your computer.
• On the printer’s control panel, open Wireless Settings and confirm the connection status.

Update Printer Firmware

• Outdated firmware can cause connectivity issues.
• On the printer’s control panel, go to Setup > Printer Maintenance > Update the Printer.
• Allow the printer to check and install any available updates.

Use the HP App (formerly HP Smart)

• Install or update the HP App on your Windows or Mac computer.
• Open the app, add your printer, and try scanning directly from the app instead of the printer’s control panel.

Run Diagnose & Fix in HP App

• Open the HP App.
• Select your printer, then click Printer Settings > Diagnose & Fix.
• Follow the guided steps to automatically resolve connectivity issues.

Check Proxy Settings

• If your network uses a proxy, disable it temporarily.
• On the printer’s control panel, go to Setup > Web Services Setup > Proxy Settings and ensure it is set to “None.”

Re-enable Web Services

• On the printer’s control panel, go to Setup > Web Services Setup > Remove Web Services.
• After removal, restart the printer and re-enable Web Services.
• This refreshes the connection to HP’s servers.

Summary:
The error occurs because the printer cannot connect to HP’s servers. By confirming the wireless connection, updating firmware, using the HP App with Diagnose & Fix, checking proxy settings, and re-enabling Web Services, the issue can be resolved. These steps ensure the printer is properly connected and ready to scan.

Take care, and have an amazing day!

Regards, 

Hawks_Eye