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HP Customer Support - Knowledge Base

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Information

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HP Printers - HP ePrint job doesn't print

HP ePrint lets you send print jobs over email using a unique email address assigned to your printer. If the ePrint job does not print, check the requirements and network connection.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the ePrint job requirements and settings

Make sure your printer can receive an ePrint job and the job meets the requirements.

Make sure Web Services is on.
- Printers with touchscreens: Touch the HP ePrint icon , and then touch Settings. Or, navigate to the Web Services menu under Network Setup or Wireless Settings. If prompted, follow the instructions to turn on Web Services.
- Printers without touchscreens: 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.
Make sure the email meets ePrint requirements.
- Enter only the printer email address in the To field. Multiple email addresses might cause the ePrint job to fail.
- Add text in the Subject field. A blank subject field might cause the ePrint job to fail.
- Attach no more than 10 files. The total size of the email, including attachments, cannot exceed 10 MBs.
Make sure the file attachment is compatible with HP ePrint.
- Photos must be a GIF, JPG, PNG, BMP, or TIFF file and have at least a resolution of 100 pixels.
- Documents must be a PDF, HTML, TXT, Microsoft Word, PowerPoint, or Excel file. Digitally signed, encrypted, or password protected documents are not supported.
By default, ePrint jobs print single-sided, and in the same color and orientation as the original. Documents print on either letter or A4 paper, and photos print on 101.6 mm x 152.4 mm (4 in x 6 in) paper.
Make sure the sending email address has permission to use your printer. Sign in to your HP Smart account. Under ePrint Access, select Open to Anyone so anyone can send ePrint jobs, or select Allowed, enter an email address, and then click Add.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.
Printer is off or in sleep mode: Touch the control panel or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.
Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks, the printer is disconnected from the network.
Reconnect the printer to the network: Place the printer within range of the Wi-Fi router signal, and then connect it to the network.
- Printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.
- Printers without a touchscreen control panel: Press and hold the Wireless button for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer Wireless light stops flashing when the connection completes.
- HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.
Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.
Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.
Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.
Wireless isolation could be causing your printer to appear offline. Check with your router manufacturer for more information.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a report to verify the connection.

Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.
Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

Note:
Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the connector.
Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer's Ethernet port.
Turn on the printer.
Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.
Print a Wireless Network Test Results or Network Configuration report.
- Inkjet printers with a control panel menu: Open the Wireless, Network Settings, or Setup menu to locate the list of available reports.
- Most inkjet printers without a control panel menu: Press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.
- LaserJet printers: Press and hold the Wireless button for 10 seconds or until the Ready light blinks, or go to the Wireless menu and select Wireless Network Test.
- Laser NS and Neverstop Laser printers: Press and hold the Resume and Wireless buttons for 3 seconds.
- DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.
Make sure the Network Status is Ready, or follow any instructions to resolve network issues identified on the report.