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HP Printers - HP ePrint Job Does Not Print

This document is for HP web-enabled printers that are currently set up for HP ePrint.
Use this document to troubleshoot issues that might cause the HP ePrint server to cancel a print job or display an error message.
Step 1: Check the printer status and requirements
Make sure your printer is on, set up, updated, and connected to a network.
 note:
If you connect your printer with a USB cable, HP ePrint does not work.
  1. Make sure the printer is turned on.
  2. Make sure your printer is connected to the Internet.
    • If your printer is connected with a wired (Ethernet) connection, check the cable and the lights on the printer’s Ethernet port. The green link light should be steady, and the orange activity light should blink when the cable is connected.
    • If your printer is connected with a wireless connection, make sure the wireless feature is on, and the printer is connected to the same network as your computer.
      Some printers have a wireless icon and a blue light on the front of the printer. Make sure the light is on and not blinking.
    If you are having issues with your network connection, skip to the Troubleshoot your network connection step in this document.
  3. Make sure Web Service is turned on. Web Services must remain enabled at all times to use HP ePrint.
  4. Make sure the printer firmware is up to date. If the firmware is not up to date, HP ePrint might not work.
    To update the printer firmware, go to HP Customer Support. Type your printer model, and then search for the document on updating the firmware for your printer.
  5. Check the printer control panel for any blinking lights or error messages.
    If there is an issue, go to HP Customer Support. Type your printer model, and then search for "blinking lights" or the error message that displays.
Step 2: Check the email and print job requirements
Check the following requirements to make sure your HP ePrint job prints correctly.
  1. Make sure the correct printer email address is in the To: field.
    If there are additional email addresses in the same field as the printer's email address, the HP ePrint server cancels the print job. For additional recipients, type the email address in the Cc: field.
  2. Make sure the subject line has text. A blank email subject line might cause the HP ePrint server to cancel the print job.
  3. Check the email account you are trying to send to for an ePrint error email.
  4. Check the following HP ePrint email requirements:
    • No more than 10 attachments per email print job.
    • The total size of the email must be 10 MB or less, including attachments.
    • The following are supported document file types: text (.txt), PDF, HTML, Microsoft Word (.doc and .docx), Microsoft PowerPoint (.ppt and .pptx), and Microsoft Excel (.xls and .xlsx).
    • The following are supported photo file types: .bmp, .gif, .jpg, .png, and .tiff.
    • Photos must have a horizontal and vertical resolution of 100 pixels or higher.
    • Digitally signed, encrypted, or password protected documents are not supported by HP ePrint.
Step 3: Check the print history queue (optional)
If you use HP Connected to manage your ePrint jobs, check the HP ePrint print history on HP Connected to make sure your print job is in the print history queue. The print job might take several minutes before it prints.
  1. Go to HP Connected, and then sign in to your account.
  2. Click the Collections tab.
    The print history queue displays.
    • If the print job displays, wait for your printer to receive the print job file. The printer might be busy with other print jobs.
      If it does not print after several minutes, click the Delete icon, click OK, and then resend your print job.
    • If the print job displays with an Error icon, follow the on-screen instructions to correct the issue, and then resend the print job.
    • If the print job does not display, continue to the next step.
Step 4: Check the HP ePrint Allowed Senders list (optional)
When you add your printer on your HP Connected account, anyone who knows your printer's email address can print to your web-enabled printer. If you used HP Connected to turn on the Allowed Senders Only feature, make sure the email address you are trying to send from is on the Allowed Senders list.
  1. On HP Connected, click the Devices tab, and then click Settings.
  2. Under Allowed Senders Only, click Manage Allowed Senders.
    A list of allowed sender emails displays.
    Figure : Example of the Allowed Senders list
    Image: Example of the Allowed Senders list.
  3. Check the Allowed Senders list for the email address you are trying to send from.
    • If the email address is listed, continue to the next step.
    • If the email address is not listed, type the email address you want to allow access to in the text box, and then click Add. The email address you typed displays in the Allowed Senders list.
      Resend the print job. If it does not print, continue to the next step.
Step 5: Troubleshoot your network connection
To troubleshoot and resolve common connection issues, check the following items, depending on your connection type. If your printer is not connected to an active Internet connection, HP ePrint does not work.
 note:
If you connect your printer with a USB cable, HP ePrint does not work.
For detailed information on how to connect your printer or if you get an error message when trying to connect, go to the HP Customer Support page. Type your printer model, and then search for the document on installing your printer for a wired or wireless connection, or for the error message that displays.

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