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HP LaserJet Pro P1102w Printer - A Network Connected Printer Cannot Access Print Apps, Web Services, or ePrint

Issue

The HP printer is connected to a network, but you cannot access Print Apps, Web Services or ePrint. Additionally, the error message 'The printer was unable to complete the product update ' or 'Server Connection Error: 901 - There was a problem connecting to the server ' might display on the computer.

Important : Access to HP Web-connected printing services is not available through a USB connection. The printer must be connected to a network with an active Internet connection. Additionally, some printers might require a product update.

You must follow these solutions in the order presented to resolve the issue.

Solution one: Make sure that the printer and computer are connected to the same network

Follow these steps to make sure that your computer and the printer are on the same network.

Step one: Check the computer network settings

Review the steps for your operating system to check your current network settings.

Windows XP

  1. On the Windows taskbar, click Start , and then click Control Panel .

  2. Click Network and Internet Connections , click Network Connections , and then click Wireless Connection .

  3. Write down the SSID or network name of the computer.

Windows Vista

  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .

  2. Click Network and Internet , click Network and Sharing Center , and then click Wireless Connection .

  3. Write down the SSID or network name of the computer.

Windows 7

  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .

  2. Click Network and Internet , click Network and Sharing Center , and then click Wireless Connection .

  3. Write down the SSID or network name of the computer.

Mac OS

  1. On the Dock, click the System Preferences icon ( ).

  2. Under Internet & Wireless , click Wireless .

  3. Write down the SSID or network name of the computer.

Step two: Print a Configuration Page

Print a Configuration Page to determine which network your printer is connected to.

  1. On the printer control panel, press and hold the Cancel ( ) button until the Ready ( ) light starts to blink, and then release the button to print the page.

  2. Find the network name (SSID) on the page.

    • If the computer network name is the same as the network name on the Configuration Page, the printer and the computer are connected to the same network. Continue to the next solution to update your printer.

    • If the computer network name is not the same as the network name on the Configuration Page, the printer and the computer are connected to different networks. Continue to the next step.

Step three: Disconnect the printer from the incorrect network

On the printer control panel, press the Wireless button ( ) to disconnect the printer from the network.

Step four: Make sure that the computer connects to the correct router

Follow these steps to make sure that the network name (SSID) that your computer is connected to belongs to your router.

  1. Turn off your router.

  2. Check the wireless connection between the computer and the wireless network.

    • If the computer disconnects from the wireless network, the computer is connected to the correct router. Continue to the next solution to get product updates.

    • If the computer does not disconnect from the wireless network, the computer connects to a different router. Check your router documentation to find out how to find your wireless network information (SSID, wireless security, etc.), and then continue to the next step to connect the product to the correct wireless network.

    • If your router came from your Internet service provider :

      Check the SSID on the sticker of the router to make sure that it matches the SSID on your computer. If they do not match, continue to the next step to connect to the correct network. If they do match, continue to the next solution to get product updates.

    • If another computer or device is connected to your network :

      Compare the SSID on your computer with the SSID on the other computer or device to make sure that they are the same. If they are the same, continue to the next solution to get product updates. If they are not the same, continue to the next step to connect to the correct network.

Step five: Connect the printer to the correct wireless network

Use one of the following methods to connect to the wireless network.

Method one: Wi-Fi Protected Setup (WPS)

If your wireless router supports Wi-Fi Protected Setup (WPS), this is the simplest way to set up the printer on a wireless network.

  1. Press the WPS button on your wireless router.

  2. On the printer control panel, press and hold the Wireless button ( ) for two seconds. Release the button when the wireless light starts blinking.

  3. Wait up to two minutes while the printer establishes a network connection with the wireless router.

    NOTE: If the WPS method is not successful, try using the other connection method.
  4. Try to access Print Apps, Web Services, and ePrint again.

    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.

    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Method two: Standard connection using a USB cable

If your wireless router does not support WiFi-Protected Setup (WPS), you can use this method to set up the printer on a wireless network. Using a USB cable to transfer settings makes setting up a wireless connection easier.

  1. Insert the software CD into the CD drive.

  2. Follow the on-screen instructions. When prompted, select the Connect through a wireless network option.

  3. When prompted, connect the USB cable ( ) to the computer.

  4. Connect the USB cable to the printer.

  5. When the installation is complete, print a configuration report to make sure that the product has an SSID name. Follow these steps to print a Configuration Page

    1. Make sure that the Ready light ( ) is on and that the product is idle and silent.

    2. Press and hold the Cancel button ( ), and release it when the Ready light begins blinking to print the page.

  6. Disconnect the USB cable from the printer.

  7. Try to access Print Apps, Web Services, and ePrint again.

    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.

    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Solution two: Check for any product updates

Follow these steps to make sure that you have the latest product firmware update installed on your printer.

Step one: Check the firmware version currently installed on the printer

Print a Configuration Page to locate the firmware version number for your printer.

  1. Make sure that the Ready light ( ) is on and that the product is idle and silent.

  2. Press and hold the Cancel button ( ), and then release it when the Ready light begins blinking to print the page.

  3. Find the firmware version number (it’s the same as the firmware date number) on the page, and then continue to the next step.

Step two: Check for updated firmware on the HP Web site

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Customer Support - Software and Driver Downloads .

  4. Use one of the available methods to identify your printer model.

    The Software and driver results page displays when the printer model is identified.

    Figure 1: Example of the Software and driver results page

    Image: Example of the Software and driver results window
  5. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit , select your operating system and version from the drop-down menus, and then click Update .

  6. Click Firmware , and then click Download .

  7. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only , and then click Next .

    Figure 2: Example of the HP Download and Install Assistant window

    Image: Example of the HP Download and Install Assistant window
  8. Follow the on-screen instructions to save the driver to your computer.

  9. If you used the Download only method, open or run the driver file, and then follow the on-screen instructions to install the software.

  • If the firmware version number on the Configuration Page is the same as the firmware version number on the HP website, your product firmware is up to date. No further action is required.

  • If the firmware version number on the Configuration Page is different than the firmware version number on the HP website, continue to the next step to download and install the firmware.

Step three: Download and install the firmware

  1. On the Software and Driver Downloads page, click HP LaserJet Firmware Update Utility .

  2. Review the download description and details, and then click Download . The firmware file download window opens.

    NOTE: You can click the View directions link for step-by-step instructions on how to download and install the firmware.
  3. Click Save to save the file to your computer.

  4. Browse to the folder where you saved the file, and then locate the firmware update file with the HP icon.

    Figure 3: Example of an HP firmware update file icon

    Image: Example of an HP firmware update file icon
  5. Double-click the file, and then follow the on-screen instructions to complete the installation.

  6. Try to access Print Apps, Web Services, and ePrint again.

    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.

    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Solution three: Move the printer closer to your wireless access point (router)

If your printer is too far away from the router, or if there are objects between the printer and router, the signal might be too weak to make a good connection.

  1. Move the printer and the computer or access point (router) closer together, but no closer than 1.8 m (6 ft).

  2. Try to access Print Apps, Web Services, and ePrint again.

    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.

    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next solution.

Solution four: Allow the printer to communicate through your network proxy server

Follow these steps to allow the printer to communicate through a proxy server using the Embedded Web Server (EWS) . If you are unsure if your network communicates through a proxy server, please contact your network administrator or Internet provider for additional details.

Step one: Identify the network proxy server address, port, user name, and password

Review the steps for your operating system to identify the required proxy server information.

NOTE: You might also need to identify a user name and password for your proxy server depending on your specific server configuration. If you are unable to locate the proxy settings, contact your network administrator or Internet service provider for additional information.

Windows

  1. Open an Internet browser (such as Internet Explorer).

  2. In the browser menu bar, click Tools , click Internet Options , click the Connections tab, and then click LAN Settings .

  3. Under Proxy server , locate the Address and the Port fields.

  4. Make a note of the numbers in the Address and Port fields, and then click Cancel .

Mac OS

  1. Click the Apple menu.

  2. Click System Preferences .

  3. Click Network .

  4. Click to select Wireless/Wi-Fi/Airport from the list of connections on the left.

  5. Click the Advanced... button.

  6. Click the Proxies tab.

  7. Click to select Web Proxy (HTTP) .

  8. Copy down the information.

Step two: Enter the printer proxy information into the EWS

  1. On the Configuration Page that you printed earlier, locate the IPv4 – IP Address field.

  2. Open a new Web browser window (such as Internet Explorer).

  3. Type the IP address from the Configuration Page in the Web browser address window.

    Figure 4: Example of the printer IP address in the Web browser address window

    Image: Example of the printer IP address in the Web browser address window
  4. Press Enter to open the EWS.

  5. Click the Network tab, and then click Proxy Settings .

  6. Enter the proxy server information that you gathered in the previous step, and then click Apply .

  7. Try to access Print Apps, Web Services, and ePrint again.

    • If you can access Print Apps, Web Services, and ePrint, there is no need to continue troubleshooting.

    • If you still cannot access Print Apps, Web Services, and ePrint, continue to the next section.

Additional resources

If the preceding solutions did not resolve the issue, try visiting the following resources.

HP Print and Scan Doctor
Image: Print and Scan Doctor icon.
Download the HP Print and Scan Doctor to troubleshoot and resolve further network connection issues (This tool is available only for Windows operating systems).
HP Consumer Forums
See what other customers are saying at the HP forums .

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