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HP Printers - HP ePrint Email Job Does Not Print

This document is for HP web-enabled printers that are currently set up for HP ePrint.
When sending a print job using your HP ePrint email address, nothing prints. Use this document to troubleshoot issues that might cause the HP ePrint server to cancel a print job or display an error message.
  note:
This document is only for issues with HP ePrint. If your printer does not print any print job, see the following documents:
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 Services is turned on. Web Services must remain turned on at all times to use HP ePrint.
    On your wireless printer, if a connecting to server message displays and Web Services fails to connect to the server, skip to the wireless network connection section of the Troubleshoot your network connection step in this document.
  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.
    Resend the print job. If it does not print, continue to the next step.
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.
    Resend the print job. If it does not print, continue to the next step.
Step 3: Check the HP ePrint Allowed Senders list in HP Connected (optional)
Make sure the email address you are trying to send from is on the Allowed Senders list.
  1. Go to HP Connected, and then sign in to your account.
    The My Printers page opens and a list of connected printers displays.
  2. Find the printer you want to print from, and then click Change Settings.
  3. Under ePrint Settings, click ePrint Access.
    Click Allowed to display a list of email addresses that are allowed to send print jobs to your printer.
    Email addresses that are allowed to send print jobs to your printer
    • If the email address you are sending from is listed, continue to the next step.
    • If the email address you are sending from 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.
      For more information on managing allowed senders, go to Managing Allowed Senders for HP ePrint.
    Resend the print job. If it does not print, continue to the next step.
Step 4: 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.
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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