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HP Connected - Emailed ePrint Jobs are Not Printing

This document is for HP Printers that support the ePrint cloud printing service.
Printer or network errors, HP Connected settings, unsupported file types, and printer queue issues can cause your emailed ePrint jobs to be delayed. Use the steps below to address these possible causes of failed ePrint jobs, then try to print again.
 note:
This document applies only to the HP ePrint cloud printing service and assumes you have already registered your printer with the service and have an HP Connected account. Go to Getting Started with ePrint for more information.
  1. Turn on the printer. If the printer is off, the ePrint server cannot connect with the printer to deliver print jobs.
  2. The printer must be connected to the Internet. You can print a network configuration page from the control panel to check the status of the network connection.
  3. Make sure the printer is not busy with other print jobs. The ePrint job is held for 24 hours, and will print once your printer is available again.
  4. On the printer contol panel, navigate to the Web Services menu to confirm that it is enabled.
     note:
    If you enable Web Services within 24 hours from the time that you first sent the print job, wait. The ePrint server tries to resend the print job for up to 24 hours from the time that you first sent the print job.
    If you enable Web Services after the 24-hour window, resend the print job.
  5. Make sure that you use the correct email address for your ePrint printer.
     note:
    If you need to find your ePrint printer's email address, go to Finding Your Printer's Email Address for more information.
  6. You can send a maximum of ten attachments in a single email, but the total size of all the files combined must be 10 MB or less.
  7. Blank email subject lines can cause ePrint issues. Make sure that there is text in the email's subject line.
  8. Make sure that the image or document type you are trying to print is supported by ePrint.
    ePrint supported document types:
    • HTML
    • Microsoft Word, PowerPoint, and Excel
    • .pdf
    • .txt
    ePrint supported image file types:
     note:
    Photos and images must have a horizontal and vertical resolution of 100 dpi (dots per inch) or higher. You can open the image properties to check the resolution prior to sending the print job.
    • .bmp
    • .gif
    • .jpg
    • .png
    • .tiff
  9. Check the printer control panel for any blinking lights or error messages, and then follow the control panel prompts to resolve the issue.
  10. Your printer might require a firmware update to enable ePrint.
    From the printer control panel, check for and install any available product updates. If your printer does not support checking for updates from the control panel, download the firmware from the HP website.
    1. On the Welcome to HP Support page, type your printer model number, and the click Go.
       note:
      You might need to select your printer model number from a list of similar printer models.
    2. Select your operating system, and then click Next.
      A list of drivers and other downloads display.
    3. Scroll down the page, and then click Firmware.
    4. Click Download , and then follow the on-screen instructions to download and install the firmware.
  11. The printer owner can specify who can send print jobs to the printer. Make sure that you are on the printer's Allowed Sender list.
  12. Resend the print job from your HP Connected account:
    1. Sign in to your HP Connected account at HP Connected, and then click Collections.
    2. Click Printing, from the dropdown menu click All Printers , and then select the printer to which the file was sent. The print history displays.
       note:
      Items in your print history expire 30 days after they arrive. If you download, share, or reprint a file, the file remains in the print history for an additional 30 days.
    3. Select the file you want to print, and then click Print . The Print from HP Connected window opens.
    4. Select the printer you want to print from, select any desired print options, and then click Print.
  13. There might be print jobs stuck in the print queue. Clear the printer queue in HP Connected:
    1. Sign in to HP Connected, and then click My Collections.
    2. From the dropdown menu, click . A list of files display in the Print History.
    3. In the Recent Print Jobs section, click View Job History.
    4. Click Cancel next to the print job that you want to clear from the queue. Repeat this step for any other print jobs in the list.

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