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HP Printers - HP ePrint Job Does Not Print

This document is for HP web-connected printers with ePrint.
ePrint lets you print from any location that has Internet access. Print jobs are sent via email using your HP printer email address. If the ePrint job fails to print, check the printer Internet connection and printing requirements.

Step 1: Check the printer status

To receive ePrint jobs, the printer must be on and connected to the Internet.
  1. Turn the printer off and on again to clear any existing problems.
  2. Print a test page from a device on the same local network. If a connection error displays or the printer is not found, there is a network connection issue. See the Troubleshoot the printer network connection section for more information.
  3. Confirm Web Services is enabled on the printer.
    • Printers with a touchscreen or LCD display: Touch the HP ePrint icon, and then touch Settings. Or navigate to the Web Services menu under Network Setup or Wireless Settings. The Web Services status displays with enable instructions.
    • Printers without a touchscreen or LCD display: Print a network configuration or self-test page to obtain the printer IP address, and then enter it in a web browser address bar to open the Embedded Web Server. Click the Web Services tab to turn on the feature.
      Go to Turning On Web Services for more information.
  4. Send an ePrint job. If the issue persists, continue to the next step.

Step 2: Check ePrint email and print job requirements

Confirm your HP ePrint job is set up properly and the attachment is a supported file type.
Example ePrint email
  1. Confirm the following ePrint email requirements.
    • Enter only the printer email address in the 'To' field: Multiple email addresses might cancel the print job.
    • Add text in the 'Subject' field: A blank subject field might cancel the print job.
    • Attach no more than 10 items to the email: The total size of the email, including attachments, must be 10 MB or less.
  2. Confirm your attached file is compatible.
    • Photos: Photo files must be GIF, JPG, PNG, BMP, or TIFF, and have a horizontal and vertical resolution of 100 pixels or higher.
    • Documents: Document files must be PDF, HTML, TXT, Microsoft Word, PowerPoint, or Excel. ePrint cannot print digitally signed, encrypted, or password protected documents.
  3. Confirm the sending email account has ePrint access. Sign into yourHP Smart account (formerly HP Connected), click My Printers, and then confirm the correct email addresses are listed under ePrint Access.
  4. Confirm the ePrint settings match your print job preferences.
    • Default print settings: By default, ePrint prints one single-sided color printout in the same orientation as the original. Documents print on letter or A4 paper and photos print on 101.6 x 152.4 mm (4 x 6 in) paper.
    • Custom print settings: Sign into your HP Smart account (formerly HP Connected), click My Printers, and then select monochrome printing, plain or photo paper, and two-sided (duplex) printing under ePrint Preferences.
  5. Send an ePrint job. If the issue persists, continue to the next step.

Step 3: Troubleshoot the printer network connection

Troubleshoot common issues that prevent the printer from connecting to your local network.
  1. Make sure the printer's wireless signal is on, and the printer connects to the same network as your computer or mobile device. Some printers have a wireless icon with a blue light on the printer control panel. Make sure the light is on and not blinking.
  2. Many HP printers have a wireless setup wizard in the control panel Network or Wireless Settings menus. Use the wizard to connect the printer to the network.
  3. Move the printer and the computer closer to your wireless router, but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances. Also, position the printer and computer so that metal objects and devices that emit radio signals do not interfere with the wireless signal.
  4. Restart your router. Consult the router manufacturer, Internet service provider, or network administrator for more information.
  5. Check the router band setting. Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.
  6. Firewall software might prevent the printer from accessing the computer. Configure the firewall to allow wireless printing. Go to Firewall Blocking Driver Install or Printer Function (Windows) for more information.
  7. Your printer can bypass automatic IP address assignment by DHCP and use any valid IP address you choose. Use the front panel menu to type an IP address that is valid for use on your local network.
  8. Send an ePrint job. If the issue persists, continue to the next step.

Step 4: Update the printer firmware

Update the printer to the latest firmware version.
Go to Updating or Upgrading Printer Firmware for more information.
Send an ePrint job. If the issue persists, continue to the next step.

Step 5: Check the Web Services status

Web Services are no longer supported on select older HP printers.
Go to Web Services Stop Working for more information.






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