If your HP printer is unable to obtain printer details, this usually indicates a communication error between the printer and the device or service trying to retrieve the information. This can occur during setup, when using HP Smart, or while trying to manage the printer remotely.
Check Internet and Network Connection
Verify Wi-Fi or Ethernet Connection
- Ensure the printer is connected to a stable Wi-Fi or Ethernet network.
- Use the printer’s control panel to check network status or print a network configuration page.
Restart Printer and Router
- Power off your printer and unplug your router for 30 seconds.
- Reconnect everything and try again.
Update Printer Firmware
Use HP Smart or the Printer’s Embedded Web Server (EWS)
- Go to Settings > Printer Maintenance > Update the Printer.
- Firmware updates can resolve bugs causing information retrieval issues.
Reconnect Printer in HP Smart
Remove and Re-add the Printer
- Open the HP Smart app.
- Remove the printer by selecting it and choosing “Remove Printer.”
- Tap “Add Printer” and follow the setup instructions.
Ensure Web Services Are Enabled
Activate Web Services
- On the printer, go to Settings > Web Services and enable them.
- Accept any prompts to activate or configure HP ePrint/Instant Ink services.
Check Firewall or Antivirus Interference
Temporarily Disable Security Software
- Firewalls or antivirus programs can block communication.
- Temporarily disable them and retry accessing printer details.
Use the Embedded Web Server (EWS)
Access via IP Address
- Type the printer’s IP address in a web browser.
- Check if the printer details load directly through EWS.
- If not, the issue may be with the printer’s internal system or connection.
Reset Network Settings
Restore Network Defaults
- On the printer, navigate to Settings > Network Settings > Restore Network Defaults.
- Reconnect to your Wi-Fi and retry obtaining printer details.
Contact HP Support
When the Issue Persists
- If none of these steps work, the printer’s firmware or hardware may be at fault.
- Contact HP support with your printer model and description of the issue.