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HP LaserJet Enterprise, HP PageWide Enterprise - Troubleshoot AirPrint issues

This document contains general information about how to troubleshoot issues when trying to print from a mobile- or network-connected device to an HP LaserJet Enterprise, HP OfficeJet Enterprise, or HP PageWide Enterprise printer using Apple's AirPrint.

AirPrint description

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Description

AirPrint icon

AirPrint is Apple's printing solution included with Apple's operating system iOS 4.2 or newer, or OS X 10.7 and newer.

Apple's AirPrint allows you to wirelessly print Web pages, emails, photos, and content from a Mac or select apps on an iPad, iPhone, or iPod Touch.

Applicable printers

This document applies to HP LaserJet Enterprise, HP OfficeJet Enterprise, and HP PageWide Enterprise models running HP FutureSmart firmware.

For more information about printers that support Apple's AirPrint, go to Printers that can use mobile printing solutions.

Step one: Check compatibility with AirPrint

Follow these steps to check compatibility:

  1. Make sure that you have an AirPrint-compatible printer (see the Applicable printers section above).

  2. Make sure you have an iOS device or Mac that can use AirPrint:

    • Mac computers running Mac OS X 10.7 and newer:

      Note:

      AirPrint is not supported in Mac OS versions 10.6 and earlier.

    • iOS devices running iOS 4.2 and newer (iPad, iPhone® 3GS or newer, and iPod Touch® third generation or newer)

      Note:

      Not all features are compatible with all iOS devices. iOS 4.2 can be installed as an iOS update to a current or older iOS device, or might already be included with a new Apple iPad, iPhone, or iPod touch.

  3. Make sure you have applications that can be used with AirPrint:

    • Mac computers work with AirPrint in any application that supports printing.

    • iOS devices work with AirPrint in the following application types:

      • Mail

      • Photos

      • PDFs in iBooks

      • Safari

      • Third-party apps with built-in printing

Step two: Check the printer, device, and wireless connections

To use AirPrint, the printer must be connected to the same wireless network subnet as the Apple iOS device (laptops can be connected wirelessly or to a wired (Ethernet) network).

If you are unable to print to a local printer using AirPrint, check the printer, the device, and the wireless connections:

Note:

Wi-Fi printers can take a few minutes to join a Wi-Fi network after being turned on. Make sure that the printer is connected to the Wi-Fi network before you try to print.

  1. Make sure that the printer is turned on and that it is in a Ready state.

  2. Make sure that the printer has paper in the tray, and that ink or toner is not empty.

  3. Make sure that the printer is connected to a local network.

    Note:

    AirPrint is not supported via USB. If the printer is connected via USB to a Mac computer, AirPort Base Station, or Time Capsule, try using the software created for the printer for OS X 10.7, OS X 10.8, or OS X 10.9 (Mavericks) instead of AirPrint.

  4. Make sure that the iPad, iPhone, or iPod Touch is wirelessly connected to the same 802.11 wireless network as the printer. Mac computers can be connected via a wired (Ethernet) or wireless network.

  5. Make sure that there are no error messages on the printer control panel. If there is an error message, skip to the "Troubleshoot an error message" section below.

Step three: Update the printer firmware

Some printers require a firmware update to enable compatibility with AirPrint.

If you have an HP Enterprise printer, make sure the firmware is up to date.

For instructions, go to HP LaserJet Enterprise, HP PageWide Enterprise, HP Managed - Update the printer firmware.

Step four: Check the AirPrint settings in the Embedded Web Server (EWS)

AirPrint uses Bonjour, Apple's zero-configuration networking, to automatically discover the printer over the local wireless network.

To make sure that the printer is properly configured for Bonjour, follow these steps:

Note:

To access the Embedded Web Server (EWS), the Apple computer and the printer must have an active internet connection.

  1. Open a supported Web browser on the computer, type or copy/paste the printer's IP address or host name in the address/URL field, and then press Enter on the keyboard to open the EWS.

  2. Click the Networking tab.

  3. In the left pane, click the TCP/IP Settings option, click the Network Identification tab, and then under the Bonjour section, make sure that the printer name is listed.

    Note:

    To change the printer name, type a new name in the Bonjour Service Name field, and then click Apply.

    Bonjour setting
  4. Click the General tab, and in the left pane click Energy Settings.

    EWS Energy Settings screen
  5. If the Enable Sleep/Auto Off Timer check box is selected, make sure All events or Network port is selected, and then click Apply.

    Note:

    If the Power button only option is selected and the printer enters energy saving mode, it might take a few minutes for AirPrint to work after the printer wakes from sleep mode.

    Wake/Auto On Events setting
  6. Click the Networking tab, and then in the left pane click Other Settings.

    Other settings
  7. Make sure that the Bonjour, AirPrint, and IPP Printing check boxes are selected, and then click Apply.

Troubleshoot an error message

Use the following information to troubleshoot an error message that displays on the printer control panel.

Limitations and requirements when using AirPrint

You should be aware of the following limitations and requirements when using AirPrint:

  • Bluetooth or 3G connections are not supported. AirPrint is compatible only via an 802.11 wireless network.

  • AirPrint is a solution for Macintosh computers running Mac OS X 10.7 and newer. AirPrint is not compatible with OS X 10.6 or earlier versions.

  • iOS AirPrint is a solution compatible with iOS 4.2 or newer, and Apple mobile devices iPad, iPhone 3GS or newer, and iPod Touch (third generation and newer) only.

  • AirPrint is compatible only with printers released in 2010 and newer. AirPrint is not backwards compatible with any older printers, and there is no workaround to enable backwards compatibility with older printers.

  • Any printer that is connected to the USB port of the Mac, PC, Airport Base Station, or Time Capsule is not supported.

Additional support

If your issue is not listed here, or for more help, get support.

Go to the HP Forums or the HP Wireless Printing Center