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Welcome to HP Customer Support

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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP Printers - AirPrint Print Job Does Not Print (iOS 11, Sierra, High Sierra)

This document is only for devices with iOS 11, macOS 12 (Sierra) or macOS 13 (High Sierra) and HP printers.
When sending an AirPrint print job from iOS or macOS, nothing prints. A Contacting printer or Connecting to printer message might display for an excessive amount of time.
Step 1: Check for and install updated printer firmware
HP has released firmware update fixes for the following printer models:
HP ENVY 5640 e-All-in-One
HP ENVY 7640 e-All-in-One
HP ENVY 5660 e-All-in-One
HP Officejet 5740 e-All-in-One
  • If your printer is listed, go to Updating or Upgrading Printer Firmware. After the firmware is installed and the issue is resolved, you do not need to continue troubleshooting.
      note:
    More models will be added as firmware updates become available.
  • If your printer is not listed, continue to the next step.
Step 2: Update to the latest iOS or macOS software version
Check for and install any updates on your device.
After the software update is complete, try to print. If the issue persists, continue to the next step.
Step 3: Restart the printer
Restarting the printer might temporarily resolve the issue so that you can quickly finish any important print jobs.
  1. Turn the printer off, and then wait 5 seconds.
  2. Turn the printer on, and then wait until the printer is ready to print.
  3. If needed, print any important print jobs.
Step 4: Disable IPv6 on the printer
If the printer is using the version 6 Internet Protocol (IPv6), set it to use IPv4 to reduce the chance of connection errors.
Step 5: Turn off Internet Printing Protocol over HTPPS (IPPS)
Change the Internet Printing Protocol over HTPPS (IPPS) setting.
  caution:
Turning off Internet Printing Protocol over HTPPS disables encryption of print jobs. This is not recommended for printers in public locations.
  1. Print a Network Configuration Page, and then locate the URL(s) for Embedded Web Server.
    Figure : Example of the EWS URL on the Network Configuration Page
    EWS URL on the Network Configuration Page
  2. From a computer connected to your network, type the entire URL into an Internet browser, and then press Enter. If the webpage remains blank, try a different Internet browser.
    Figure : Example IP address in the browser
    Example IP address for the printer typed in the browser
    The EWS displays.
  3. Click Network, and then click Internet Printing Protocol.
    The Internet Printing Protocol screen displays.
  4. Clear the Internet Printing Protocol over HTPPS (IPPS) box, and then click Save.
    Figure : Internet Printing Protocol screen
    Internet Printing Protocol screen
  5. Try printing from AirPrint.
If the issue persists, continue to the next step.
Step 6: Use an alternate printing method
As a workaround, print and scan using the HP Smart app (iOS) or AirPrint (macOS).

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Country/Region: Flag United States

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