topic Re: Cannot connect to google cloud print in Printer Software & Networking

Cannot connect to google cloud print

thatch — Sun, 03 Aug 2014 20:37:18 GMT

We recently bought a MF8580cdw and installed it wireless, very easy. Scanner works great. We are mostly Mac but I want to use my Chrome book to print. When I try to enable Google print in the remote UI and hit Register I get message "Failed to acquire information for registration". I see in the enable area Install CA Certificate. When I check CA certificates there appears to be 5 pre installed. I have checked the e-manual and don't find this error listed. Checked on line and didn't seem to get a good hit.

Update 24 hrs later. I Found that the SSL connection check box was not checked. After checking this the printer registered fine and it is now printing from my Chrome Book. I did not see any reference to make sure that SSL was enabled. sSmple fix but hard to find.

Re: Cannot connect to google cloud print

jojogunne — Mon, 03 Nov 2014 20:05:03 GMT

I have the same issue, except checking off SSL is not working for me. Anyone else????

Re: Cannot connect to google cloud print

JW0914 — Mon, 20 Apr 2015 21:53:06 GMT

This may or may not help some, but should help others...

I was able to register cloud print successfully last week, then today it presented an error that it couldn't connect to the server. After de-registering and then re-registering, I received the "failed to acquire information for registration" error.

After quite a few failures, I thought the outbound IP filters I set up may have been the issue, so I disabled it. After a few more failures, I decided to power cycle the printer (switch off, wait until all lights shut off, switch on), and this allowed for the weblink to be generated in order to register the printer with cloud print.

It should also be mentioned SSL needs to be set and generated for the printer (Admin login - Network Settings - TCP/IP Settings - SSL Settings). I assume this is so that all information sent to the printer while printing over the internet is encrypted with SSL.

Steps

1. De-register cloud print if previously registered.

2. Turn off, then back on, Cloud Print via the Remote UI (Login as Admin, navigate to Network Settings - Cloud Print Settings)

3. Navigate to Network Settings - TCP/IP Settings - SSL Settngs and register the SSL cert for the MF8280cw (if not already done)

4. Power Cycle Printer via the On/Off Switch

5. Log into Remote UI as Admin

6. Navigate to Network Settings - Cloud Print Settings and attempt registration again

If that fails, and you have IP Filtering for IPv4 on (IPv6 should be on and set to reject, unless you utilize IPv6 in your network; this is for security reasons), set it to off temporarily, power cycle printer, and attempt registration again.

Please be aware, this is not a problem on Google's end and is an issue with the settings on the printer. If you can't find the setting causing the issue, and/or business support cannot help you narrow down the issue, backup your settings via the Remote UI (both for the printer, as well as information from the Address Book), and reset the printer settings to factory default. This will solve the issue, albeit you will have to manually figure out afterwards, through trial and error, what setting it was that caused the issue since restoring your printer settings is likely to cause the issue to re-occur until you narrow down the problem setting(s).

Re: Cannot connect to google cloud print

alvinbunk — Sat, 05 Aug 2017 01:23:32 GMT

I had this same error and on my MF212w I had to set the Date/Time.

After that I could register my printer on Google Cloud print.

Re: Cannot connect to google cloud print

JW0914 — Sat, 05 Aug 2017 02:23:30 GMT

@alvinbunk wrote:
I had this same error and on my MF212w I had to set the Date/Time.
After that I could register my printer on Google Cloud print.

This would normally be pushed to the printer via the router's NTP daemon.

Re: Cannot connect to google cloud print

rlweiner — Sun, 22 Apr 2018 18:37:35 GMT

Google Cloud Print suddenly stopped working on my MF733cdw. Here's what fixed it:

Log in to the web UI as admin
Go to Settings/Registration/Preferences/Network Settings/TLS Settings
Click "Key and Certificate" under Key and Certificate Settings
Click "Register Default Key"

I didn't have to re-register Cloud Print or restart the printer.

Re: Cannot connect to google cloud print

076ldeskins765 — Sat, 05 May 2018 23:34:10 GMT

I have a MF8280Cw and needed to Log into Remote UI (printer)

Network

Cloud Print Settings

Uncheck Verify Server Certificate

Don't know how secure this is but I can't log into Remote Ui if I check SSL and when I check SSL certificate nothing is showing. At least I can print. Will think twice about printing anything sensitive.

Re: Cannot connect to google cloud print

jettca11 — Mon, 21 May 2018 06:17:46 GMT

Howdy y'all. Just won a Google Cloud Print grudge match with my MF8580Cdw. Thought I'd chime in here with some of the things that helped, and some that didn't.

My GCP on my 8580 just stopped working one day. No print for you. 😠

It seems Google update the CA's on the CloudPrint servers, rendering some printers (mine) unable to login to register their availability to print. The required certificates were not installed. Word on the street is that the manufacturer has to update the firmware & include the newer certificates.

However, for me, the solution was to more simply install and register a new CA. I couldn't find a procedure to do exactly what I wanted, so I flailied in the dark until I stumbled upon a solution that worked for me. I hope it works for you too. It's amazing what flailing can do when you're a desperate father trying to get his daughter's Chromebook to print her 5th grade report on the state of Maryland that's due tomorrow.

What worked:

- On my Mac OS machine:

- Go into Keychain Access (Utilities folder), and export all the entries for "GlobalSign" as .cer files.

- On the printer's web page:

- Go to "Settings/Registreation" -> "Security Settings" -> "CA Certificate Settings"

(Note the absence of GlobalSign in the default certificates)

- Click the button "Register CA Certificates".

- Specify one of the .cer files exported above

- Click Install, then Register

- Repeat.

Note: You'll see the previous .cer file again. It's safe to click "Delete" & specify a new file.

This doesn't delete the registration, just the install file.

- Go to "Network Settings" -> "CloudPrint Settings" and try to register your printer.

Note, no power-cycling of the printer was needed in any of my above procedures.

Here were some of the things I tried that didn't work.

- SSL settings enabled/disabled, and all the hoops I jumped thru making my own certificates & keys on the printer, etc. None of that seemed to affect GCP's ability to see my printer.

- Registering the printer with GCP was possible by disabling "Verify Server Certificate", however every print job threw an "error" in the CloudPrint queue.

- A *lot* of restarts

- Initializing all settings (I admit this *may* have contributed to the solution, but even after taking this step, nothing worked until I installed the .cer files above)

I hope this helps someone. I'll put this on appropriate GCP discussions that reference the MF8500 series.

Re: Cannot connect to google cloud print

JW0914 — Mon, 21 May 2018 13:51:01 GMT

I'm assuming you were generating an SSL cert from a self signed CA/ICA? Whenever a non-commercial CA/ICA is used, the self-signed CA should be concantenated within the SSL cert's file, with the SSL cert listed first in the file, and the CA listed second (if it's a self-signed CA & ICA, certificate would contain the SSL cert, ICA cert, then the CA cert).

If the self-signed CA/ICA is not concatenated within the SSL cert, there is no way for Chain of Trust to be verified, hence the reason why you were getting certificate errors

All internet ready devices contain a master CA list, either as individual certs or as a master cert will all CA included within, so it's a bit odd that you would have to export a master list of CAs from an Apple product.

Re: Cannot connect to google cloud print

076ldeskins765 — Mon, 21 May 2018 14:00:19 GMT

Follow up to my May 5th comment. Unchecking SSL only worked for a day. My current solution for my Chromebooks, Chromebox and Android is to use the CUPS printer now available. This does not help when I'm not on the same network but covers most of my use cases.

Re: Cannot connect to google cloud print

jettca11 — Mon, 21 May 2018 15:32:55 GMT

I agree. The problem is that Google changed CA's, and Canon has yet to update the firmware with the new GlobalSign CA's registered.

The 8500's let you upload cert files & register them. I assume this is mostly for enterprise funcitonality. In my case, I was desperately looking for a certificate file format the 8580 would swallow. So I went looking for sources. Because I'm pretty adept at MacOS, I knew Keychain Access was a possible source. So I went trolling for exports from KA for anything GlobalSign, and I discovered a format the printer would import.

I suspect all the Canon was missing was some sort of public key for GlobalSign's CA.

I can barely follow all the technicals you mentioned. I'm a total novice at encryption concepts. I just found a procedure that solved the problem I needed solved, and it didn't seem to matter whether or not SSL was enabled in the machine.

Re: Cannot connect to google cloud print

ingmarstein — Thu, 24 May 2018 20:43:48 GMT

Thanks for the pointer to the CA certs!

Which certificates did you have to import to make it work in the end?

This is what I have now:

C=BE, O=GlobalSign nv-sa, OU=Root CA, CN=GlobalSign Root CA	C=BE, O=GlobalSign nv-sa, OU=Root CA, CN=GlobalSign Root CA	28/01 2028 14:00:00
OU=GlobalSign Root CA - R3, O=GlobalSign, CN=GlobalSign	OU=GlobalSign Root CA - R3, O=GlobalSign, CN=GlobalSign	18/03 2029 12:00:00
OU=GlobalSign Root CA - R2, O=GlobalSign, CN=GlobalSign	OU=GlobalSign Root CA - R2, O=GlobalSign, CN=GlobalSign	15/12 2021 10:00:00

The certificate chain for google.com is

Certificate chain
 0 s:/C=US/ST=California/L=Mountain View/O=Google Inc/CN=*.google.com
   i:/C=US/O=Google Trust Services/CN=Google Internet Authority G3
 1 s:/C=US/O=Google Trust Services/CN=Google Internet Authority G3
   i:/OU=GlobalSign Root CA - R2/O=GlobalSign/CN=GlobalSign

so I assume only the R2 one is needed, but I still get the "Failed to acquire information for registration." error.

Re: Cannot connect to google cloud print

ingmarstein — Thu, 24 May 2018 21:52:56 GMT

Ok, got it to work by disabling IPv6. Thanks again!

Re: Cannot connect to google cloud print

jettca11 — Fri, 25 May 2018 19:21:12 GMT

My understanding was that the R2 was the only one needed as well. But I honestly can't remember which one did the trick. I went ahead and installed all of them thinking it coudn't hurt. 🙂

Glad it was helpful to someone else.

Re: Cannot connect to google cloud print

deepu007 — Sun, 27 May 2018 03:18:44 GMT

Thank you JettCA11.

I have Canon MF8200C Series printer. Model is Canon imageCLASS MF8280Cw

I updated the firmware, it did not work

This has been frustrating problem I had from Jan of this year.

The errors I saw on the remote UI were:

"Failed to acquire information for registration"

"Could not perform server authentication"

Installing the certificate (Global Sign R2) allowed the registration and cloud print is working now.

Please note that I tried to export the cer file from internet explorer and firefox and it did not work. I had to extract the cer file from MAC and upload it.

Re: Cannot connect to google cloud print

riad63 — Sat, 23 Jun 2018 17:39:10 GMT

Yes, you are right, It only worked when I uploaded and registered the GlobalSign Root CA - R2 certificate.

R3 and the plain Root CA did not work but I left them there anyway.

This is the only current solution to this problem based on my research online.

Thanks a ton.

Re: Cannot connect to google cloud print

mlebied — Wed, 04 Jul 2018 19:28:14 GMT

This solution worked perfectly for me. Apparently, Google has changed the CA they use, and you need to update the CA certs. I use Windows, so I used the Cert Mgr. Had to export all 3 Global Sign certs, using the defaults, then import and register them with your printer. Once that's done, restart the printer, and re-register Google Cloud Print. Works fine. Thank you!!

Re: Cannot connect to google cloud print

076ldeskins765 — Thu, 05 Jul 2018 13:21:43 GMT

The Global Sign R2 worked for me also and I don't understand why Canon has not provided the public file for this Certificate. I went to Global Sign R2 and saw that Google owns that cert now. Went to Google Trust Services and downloaded the GS Root R2 (DER) then I needed to convert it to a .cer file from .crt file using directions from here.

Here is .cer file for Global Sign R2.

With the .cer file you need to Login to your printer Remote UI by going to the Printer IP address on your network. If you haven't set the password you just hit enter after clicking System Manager Mode.

Click - Settings Registration then Security Settings

Click - CA Certificate Settings

Click - Register CA Certificate

Browse to the .cer you saved and install and register.

Then make sure Google Cloud Print is on under Network Settings in the System Management Settings and Restart the printer. I hope this helps.

If Canon monitors this forum you may want to give your service reps this file. I spent half a day with a very nice support rep about 2 months ago and ended up using the CUPS print option for my Chromebooks. Finally I followed the advice of this thread and have Google Print working.

Re: Cannot connect to google cloud print

Llama — Sat, 25 Aug 2018 03:28:55 GMT

I just got this working a few minutes ago after fiddling on and off for days.

A combination of hints from above helped, so rather than spelling them out, here they are generally

• Install CA certs from keychain (mac)

• Assign default key (security settings)

• IMHO the big one was in Cloud Print settings turning off verifying the server certificate long enough to be presented with the URL so that I could register the printer (then I turned the verify server certificate back on. If that causes an issue down the road I'll turn it back off) - if I didn't do this, the url never appeared. Without the URL there is no registering the printer.

One other note for everyone who is trying to update firmware - my printer, and other newish ones (I have an 8280cw) can either get a firmware update from a mac/pc OR directly via the internet, which is handy if you're trying to make this thing go without usb.

If you are trying to update firmware via usb, don't forget to put the printer into firmware update mode via the menus or it won't show up in the updater.

Re: Cannot connect to google cloud print

kevstev — Wed, 21 Nov 2018 17:17:22 GMT

I found the solution to be much simpler- I just updated my firmware, which I had never done before, and tried to re-register, and it worked. Updating the firmware can be done through the system settings right on the printer. I have a feeling that updating the firmware updated the certificates.