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Internet connectivity fails

HP Latex 360 Printer

#1 DuermeyerPrint 3 years ago

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?

#2 HP-Sonia 3 years ago

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

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#3 DuermeyerPrint 3 years ago

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

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

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#4 DuermeyerPrint 3 years ago

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.

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#5 HP-Sonia 3 years ago

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.

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#6 HP-Sonia 3 years ago

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

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#7 DuermeyerPrint 3 years ago

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?

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#8 HP-Sonia 3 years ago

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

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#9 --- 2 years ago

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

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#10 HP-Sonia 2 years ago

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?

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#11 pervezhasan20137377 5 months ago

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".

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#12 johnrichardschultz7914 a week ago

#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.

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#13 HP Daniela Ciolompea 5 days ago

Hi @johnrichardschultz7914,

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

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The opinions expressed above are the personal opinions of the authors, not of HP.

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