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HP LaserJet Enterprise and HP LaserJet Pro - Troubleshoot issues with 'HP ePrint via email'

Introduction
This document contains general information about how to troubleshoot issues when trying to print using HP ePrint via email from a mobile- or network-connected device to an HP LaserJet printer using HP ePrint.
For information about other HP ePrint or mobile printing solutions, go to HP ePrint and mobile printing solutions (c03793609) (in English).
For information on supported file types, supported email programs, or how to use HP ePrint via email, go to Print with 'HP ePrint via email' (c02981758) (in English).
  note:
Before you can set up HP ePrint, the HP printer must be connected to a network with an active internet connection. The HP ePrint service will not work if the HP printer is not connected to a network.
For HP ePrint to work, the mobile device must have email capability and internet access, the HP printer(s) must be ePrint-enabled, and you must be registered for HP ePrint.
For information on how to enable the ePrint-capable printer, how to set up HP ePrint, or how to customize the HP ePrint email address and HP ePrint settings, go to Set up HP ePrint (c02981597) (in English).
General troubleshooting tips
If you are unable to print to an HP printer, use the following troubleshooting tips as guide:
  • Make sure that the printer is turned on and connected to a network with an active internet connection.
      note:
    Wi-Fi printers can take several minutes to join a Wi-Fi network after being turned on. Make sure that the printer is connected to the Wi-Fi network before attempting to print.
  • Make sure the mobile device or laptop has email capability and internet access.
  • Make sure that the HP printer is ePrint-capable and has the latest firmware version installed.
  • Make sure Web Services is enabled on the HP printer.
  • Make sure the printer is registered at HP Connected.
  • Make sure that the printer has paper and has enough toner to print.
  note:
For instructions on how to update firmware, enable Web Services, or register the printer, go to Set up HP ePrint (c02981597) (in English).
Troubleshoot an error message
'Mail system error returned mail' error message
For information on how to troubleshoot the 'Mail system error returned mail' error message, go to 'Mail System Error Returned Mail' message received or the HP ePrint job did not print (c02983635) (in English).
'Printer is not connected' error message
If you receive 'Printer is not connected' error message when you try to enable Web Services, follow these steps:
Solution: Make sure the HP printer is connected to a wireless network.
For instructions on installing the printer on a wireless network, go to www.hp.com/go/support to browse for a support document with information on how to install the HP printer on a wireless network.
'Your print job was received, but could not be printed' error message
This error is received when the email had an attachment but did not have text in the body of the email.
Solution: Add text in the body of the email and then resend the email and attachment.
Troubleshoot other issues
HP ePrint job does not print
If the HP ePrint job does not print, or you receive the 'Mail system error returned mail' error message, go to 'Mail System Error Returned Mail' message received or the HP ePrint job did not print (c02983635) (in English).
Printer does not maintain the wireless connection
For information on how to troubleshoot wireless connectivity issues, go to Printer Does Not Maintain Wireless Connection (c02984830) (in English).
  note:
If you recently sent an email to the HP printer's email address, but the printer lost the wireless network connection, the email will not print. However, the email will be saved on the HP ePrint server (in the print queue in your HP Connected account) for up to 24 hours. After you restore the wireless connection on the printer, log into your account on HP Connected to send the saved print job to the HP printer.
Printer was turned off when I sent an email to the printer
If you recently sent an email to the HP printer's email address, but the HP printer is turned off and not connected to the wireless network, the email will not print. However, the email will be saved on the HP ePrint server (in the print queue of your HP Connected account) for up to 24 hours. After you turn on the HP printer and make sure that it is connected to a wireless network, then you can log into your account on HP Connected to resend the saved print job to the HP printer.
HP ePrint limitations and requirements
You should be aware of the following limitations and requirements when using HP ePrint:
  • Email messages that contain a URL in the Subject: field will not print. URL links in the body of the email or in attachments do not display on the printout.
  • Image files should be at least 100 pixels in length or width.
  • Print jobs default to 300 dpi.
  • The HP ePrint server does not accept email print jobs if there are multiple email addresses included in the To: or Cc: fields. (Enter the email address of the HP printer in the To: field, and do not enter any additional email addresses in the other fields.)
  • Digitally signed, encrypted, or password protected documents do not print.
  • You cannot print email attachments without also printing the email.
  • OpenOffice files are not supported at this time.
  • Printing Web pages through email is currently not supported. HP is in the process of developing solutions to support Web page printing for mobile devices.
  • Duplexing (printing on both sides of the page) is not supported.
  • You can only change the paper tray settings from the HP printer control panel.
  • Email subject lines do not display on the printout.
  • Time stamps from the HP ePrint server do not accurately reflect when the print job was created or printed.
For more information, go to HP ePrint and mobile printing solutions (c03793609) (in English).

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