Internet connectivity fails

I cannot pass the internet connectivity test though I can search and download the build-in online substrate-library.

Test 13 fails, I do not have a proxy. What is wrong there?

Hello @DuermeyerPrint
Have you try to clean all the cookies fro your PC?
Let me know if this works

Where can I delete the cookies from the HP Latex 360 machine?

Where can I access this in the front panel of the printer?

I am at the printer. It does not pass point 13 of the connectivity test: internet connectivity fails but I can view and download from the build-in media library (which is then obviously connected to the internet). Does the connectivity test a server which has been removed (wouldn't be the first time this happened with HP).

Please check, thank you.

Hello @DuermeyerPrint

I have pass your question to technical department, they are looking at it.

I will get back to you as soon as I have an answer.

Hello @DuermeyerPrint

It has been detected an internal issue with the printer that will be fixed in the next firmware release. You can see an error running the Connectivity Wizard but, in fact, the unit is able to connect to internet, making possible to run the Media Solution Library…. If you have some connectivity problems (do not take into account the test), contact with your support team.

I hope this update helps

Thank you for your answer. I have installed NEXUS_01_12_00.11 for now and the problem still persists. So with "next firmware update" you mean the one after this, right?

How can I connect the machine to printos for now?

Hello @DuermeyerPrint

Yes, "next firmware release" means that the fix will be implemented on the next firmware version that we will publish in the following weeks.

Regarding to PrintOs, you need to go to the front panel of your printer and enter your service ID and Account ID, once this information is successfully entered at the printer, it will begin sending status to the cloud and allow you to view these updates from you device dashboard

Please let me know if this information helps

Hello Sonia,

I have the same issue with my printer and cannot update the firmware because it cannot connect. What should I do or how can I update the firmware to eliminate this issue? Please let me know.

Thank you

Hello @sacprinting

By the end of the month it will be a new firmware release that will solve this issue. However, I understand you can print as usual, right?

I updated the firmware of august 2019 yesterday and now I have a #13 "internet connectivity settings FAILED(29)". What can I do? My computer says "failed to communicate with printer".

#10

I am also having this same issue with my newly installed 115 model printer. I can access the media library, download new presets, it was able to download and install the current firmware as of September 2020. I do not have a proxy server set up on my network but it keeps failing at #13. When I try to connect the printer to the iPhone app it lets me scan the QR code on the printer display but then tells me the printer is not connected to the internet.

Hi @johnrichardschultz7914,

In this case, I suggest contacting service support to investigate the issue.

#12

johnrichardschultz7914, was curious to see if you figured this out? I'm also having this same issue.

#10 I am having the same issue with my printer and it’s brand new Lori the just purchased few months ago.

Same problem, the engineer seemed to download a substrate preset when he installed it, but its not worked since.

Got new latex 315, connected it by Ethernet cable. Printer is visible in the local net and i can print on it, but it is impossible to connect the Internet. I tried proxy, checked the cable - no result.

Both our latex printers 360 and 560 having an error connecting to the substrate server. Both printers run on the latest firmware version. If I preform a internet connectivity test it results in 2 different results. With the 360 it fails on step 13. With the 560 all steps are good but still in the end at the online search the message occurs, error connecting to substrate server.

We know the connection to the media locator is failing from the front panel of some of our printers; HP is working to resolve the issue as soon as possible. Meanwhile you can still access HP Media Solutions Locator from the web, at the following link: http://www.hp.com/go/mediasolutionslocator. This link provides access to the database for different regions, printer models, applications, suppliers, substrate types, and so on. When you have located the substrate preset of your choice, you can download it to your computer. To install the preset into the printer with which you want to use it, use the printer's Embedded Web Server. Navigate to the Setup > Substrate presets management > Import screen.

You can also install the new preset from the Configuration Center in PrintOS. See these posts about how to do it: https://hplatexknowledgecenter.com/tag/configuration-center/posts

You may notice that the connectivity wizard is failing at step 13. This does not impact printer functionalities and is not related to the media locator connection failure. If you are using a Latex 500 Series printer, upgrade to the latest firmware release to fix the connectivity wizard issue. The HP Latex 300 Series will receive the fix in the next release.

We have Latex 335 The printer can no longer connect to the Internet for about a week and we will not get to the media library and the updates have stopped communicating with the RIP software, it does not download the installed media and we cannot print, otherwise it is visible connected to the network. Both the printer router and the computer have been reset.