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HP Deskjet Ink Advantage 6520 e-All-in-One and HP Photosmart 6520 e-All-in-One Printer Series - 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 models 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 connections

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

Click the plus sign ( ) next to your operating system for more information.

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

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

  2. Under Internet & Wireless, click Network.

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

Step two: Print a Network Configuration Page

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

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Wireless icon (), and then touch Print Info. The printer prints the page.

  3. 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

Follow these steps to disconnect the printer from the incorrect network.

  1. On the printer control panel, touch the Wireless icon (), if the Wireless menu is not still open.

  2. Touch Settings.

  3. Touch Restore Network Defaults, and then touch Yes to confirm that you want to restore the network defaults for the printer.

  4. Touch the Wireless icon (), and then touch Turn Off to turn off the wireless radio on the printer.

  5. Touch the Wireless icon (), and then touch Turn On to turn the wireless radio back on.

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.

    NOTE: Do not reset 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 printer 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

  1. On the printer control panel, touch the Wireless icon (), if the Wireless menu is not still open.

  2. Touch Settings.

  3. Touch Wireless Setup Wizard.

  4. Touch the name of your network.

    If the list does not contain your network name, follow these steps to enter it manually:

    1. Touch Enter New Network Name (SSID).

    2. Type your network name. Make sure that you type the uppercase (capital) and lowercase (small) letters exactly. Otherwise, the wireless connection fails.

    3. After you type the new network name, touch Done.

    4. Touch Infrastructure, and then touch WEP encryption or WPA encryption.

      If you do not want to use encryption (a security password), touch No, my network does not use encryption.

  5. If prompted, type the WEP or WPA key (wireless password), and then touch Done. The printer attempts to connect to the network.

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

    • If you can access Print Apps, Web Services, and ePrint, you can stop 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 check for product updates.

Important: The HP printer must connect to a wireless network with an active Internet connection to receive updates. However, you do not need to connect the printer to a computer.

Step one: Update the printer

Follow these steps to manually check for the latest firmware and product updates.

  1. On the printer control panel, touch the ePrint icon ().

    • If Web Services is already enabled, continue to the next step.

    • If the control panel displays a message that says Sign Up Required, touch Print Info. An information page prints. Follow the instructions on the page to enable Web Services, and then continue to the next step.

  2. Touch Settings. The Web Services Settings menu opens.

  3. Touch Product Update, and then touch Check Product Update.

  4. Wait while the printer checks for any available updates.

    • If the printer does not find an update, the control panel returns to the home screen.

    • If the printer does find an update, the update automatically installs. The printer might power off and then on depending on the update being installed.

  5. Optional: To set the printer to automatically check for product updates, return to the Product Update screen, touch Automatic Product Update, and then touch On.

Step two: Try to access Print Apps, Web Services, and ePrint

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

  • If you can access Print Apps, Web Services, and ePrint, you can stop 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, you can stop 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 service 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

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

  2. Under Internet & Wireless, click Network.

  3. Click Wireless/Wi-Fi/Airport from the list of connections on the left.

  4. Click the Advanced... button.

  5. Click the Proxies tab.

  6. Click to select Web Proxy (HTTP).

  7. Make a note of 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 1: 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, click Networking, and then click Proxy Settings.

  6. Type 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, you can stop troubleshooting.

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

Solutions did not resolve the issue?

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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