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HP LaserJet Pro CP1525 Color 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 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.

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 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 Network Summary Page

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

  1. On the printer control panel, press the Right Arrow () until Setup Menu Reports displays, and then press OK.

  2. Press the Right Arrow until Select Network Summary displays, and then press OK to print 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 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 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, press the Right Arrow () until Network Setup menu displays, and then press OK.

  2. Press the Right Arrow until Restore defaults displays, and then press OK 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.

NOTE: If your router does not support WPS, try connecting to the network with one of the other available methods in this step.
  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.

  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: Connect to the network through the control panel

If your wireless router does not support Wi-Fi Protected Setup (WPS), use one of the following options to connect the printer to your wireless network.

Option one: Push button
  1. On the printer control panel, press the Wireless button (). Look at the control panel display to see if the Wireless Menu item has opened. If the Wireless Menu has not opened, follow these steps:

    1. On the control panel, press OK.

    2. Press the Right Arrow button () to select Network Setup, and then press OK.

    3. Press the Right Arrow button to select Wireless Menu, and then press OK.

  2. Press the Right Arrow button to select Wi-Fi Protected Setup, and then press OK.

  3. Press the Right arrow button to select Pushbutton, and then follow the on-screen instructions to connect to the wireless network.

    NOTE: Establishing the wireless connection can take a few minutes.
  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.

Option two: PIN
  1. On the printer control panel, press the Wireless button (). Look at the control panel display to see if the Wireless Menu item has opened. If the Wireless Menu has not opened, complete these steps:

    1. On the control panel, press OK.

    2. Press the Right Arrow button () to select Network Setup, and then press OK.

    3. Press the Right arrow button to select Wireless Menu, and then press OK.

  2. Press the Right arrow button to select Wi-Fi Protected Setup, and then press OK.

  3. Press the Right arrow button to select Generate PIN. The printer generates a unique PIN.

  4. Type the unique PIN into the wireless router's setup screen, and then click Save or Apply.

    NOTE: Establishing the wireless connection can take a few minutes.
  5. 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 three: Reinstall the HP software

If your router does not support Wi-Fi Protected Setup (WPS), you can connect the printer to the network by reinstalling the HP software with a USB cable. Follow these steps to uninstall, and then reinstall the HP software for a wireless network connection.

Step one: Uninstall the HP software

Choose your operating system for steps to uninstall the HP software.

  • Windows XP

    1. On the Windows task bar, click Start, and then click All Programs. A list of programs installed on your computer displays.

    2. Click the HP folder, and then click the folder with the name and model number of your printer.

    3. Click Uninstall, and then follow the on-screen instructions. After the uninstall process completes, continue to the next step to install the HP software again.

  • Windows Vista

    1. On the Windows task bar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.

    2. Click the HP folder, and then click the folder with the name and model number of your printer.

    3. Click Uninstall, and then follow the on-screen instructions. After the uninstall process completes, continue to the next step to install the HP software again.

  • Windows 7

    1. On the Windows task bar, click the Windows icon (), and then click All Programs. A list of programs installed on your computer displays.

    2. Click the HP folder, and then click the folder with the name and model number of your printer.

    3. Click Uninstall, and then follow the on-screen instructions. After the uninstall process completes, continue to the next step to install the HP software again.

  • Mac OS

    1. Double-click the Macintosh HD icon () from the desktop.

    2. Click Applications, and then click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller. The HP Uninstaller opens.

    4. Click Continue.

    5. Select the HP product to remove, and then click Uninstall.

    6. When prompted, type the Administrator name and Password, and then click OK.

    7. When the Uninstaller finishes, drag any icons for the product to the Trash.

    8. Return to Applications, and then click the Utilities folder.

    9. Double-click Activity Monitor. The Activity Monitor opens.

    10. Under Process Name, click any process that begins with HP, and then click Quit Process ().

    11. Click Quit again.

    12. Close the Activity Monitor.

    13. Empty the Trash.

      NOTE: If you cannot delete some items, return to the Activity Monitor and end the process, and then try to empty the Trash again.
    14. Disconnect the product, and then restart your computer.

Step two: Reinstall the HP software for a wireless network connection
  1. Insert the HP software CD into the computer 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 printer and the computer.

  4. When the installation is complete, follow these steps to print a Configuration Report to make sure that the printer has an SSID name.

    1. On the printer control panel, press OK, and then press OK again to select Reports.

    2. Press the Right Arrow button ( ) to scroll to and select Config Report.

  5. When the Configuration Report prints, disconnect the USB cable from the printer.

  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 two: Check for any product updates

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

Important: The printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.

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

  1. On the printer control panel, press OK, and then press OK again to select Reports.

  2. Press the Right Arrow button () to scroll to and select Config Report.

  3. Press OK to print the Configuration Report.

  4. Find the firmware version number (same as firmware date number) on the report, and then continue to the next step.

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

  1. Go to HP Drivers & Downloads .

  2. Check the instructions on the page, and then click the Plus sign () next to the correct heading for additional instructions:

    • If prompted to enter your printer in the window:

      1. Type your printer number in the window.

      2. Click Next. If necessary, click your model in a list of similar printers.

      3. Click Software and Driver Downloads.

      4. Click the drop-down arrow (), and then click your operating system.

      5. Continue to the next step.

    • If prompted to select your operating system:

      1. Click the drop-down arrow (), and then click your operating system.

      2. Click Next. If necessary, click your model in a list of similar printers.

      3. Continue to the next step.

  3. Click the Plus sign () next to Firmware to view the latest firmware version available for your printer.

  4. Compare the firmware version number on the report you printed in the previous step with the firmware version number on the HP website.

  • If the firmware version number on the Configuration Report is the same as the firmware version number on the HP website, your product firmware is up to date. Continue to the next solution.

  • If the firmware version number on the Configuration Report 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 Firmware.

  2. Review the download options and information, and then click Download.

    NOTE: You can click the View directions link for step-by-step instructions on how to download and install the firmware.
  3. Browse to the folder where you saved the firmware download file, and then double-click the file to launch the HP Firmware Download Utility.

  4. Follow the on-screen instructions to complete the installation.

  5. 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 network addresses and port settings in the EWS

  1. On the Network Summary Page that you printed earlier, locate the printer IP address.

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

  3. Type the IP address from the Network Summary 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, and then click Proxy Settings.

  6. Place a check mark in the box beside the line that says Check this box if your network uses a proxy server to access the Internet.

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

  8. 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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