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HP Enterprise printers - Troubleshoot AirPrint issues

Introduction

This document contains general information about how to troubleshoot issues when trying to print from a mobile- or network-connected device to an HP Enterprise printer using Apple's AirPrint.
For information about how to troubleshoot HP ePrint issues, go to Troubleshoot HP ePrint issues.
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. To view a list of apps compatible with Apple AirPrint, go to AirPrint Compatible Mobile Apps.

Applicable printers

This document applies to HP LaserJet Enterprise, HP Officejet Enterprise, and HP PageWide Enterprise models. To troubleshoot AirPrint issues for an HP LaserJet Pro model, go to Troubleshoot AirPrint issues.
For more information about printer's that support Apple's AirPrint, go to Printers that can use mobile printing solutions.

Step one: Check compatibility with AirPrint

  1. Make sure that you have an AirPrint-compatible printer (see Applicable printers above).
  2. Make sure you have an Apple device that can use AirPrint:
    • Mac computers running Mac OS X 10.7, OS X 10.8, or OS X 10.9 Mavericks:
      nota:
      AirPrint is not supported in Mac OS versions 10.6 and earlier.
    • iOS devices running iOS 4.2 or newer (iPad, iPhone® 3GS or newer, and iPod Touch® third generation or newer)
      nota:
      Not all features are compatible with all Apple devices. iOS 4.2 can be installed as an iOS update to a current or older Apple 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, and
      • Third-party apps with built-in printing.
        To view a list of apps compatible with Apple AirPrint, go to AirPrint Compatible Mobile Apps.

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:
nota:
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.
    nota:
    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 Troubleshoot error messages.

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 Update firmware using a USB flash drive or the Embedded Web Server (EWS).

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:
nota:
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 to open the Embedded Web Server (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.
    nota:
    To change the printer name, type a new name in the Bonjour Service Name field and then click Apply.
  4. Click the General tab, and in the left pane click Energy Settings.
  5. If the Enable Sleep/Auto Off Timer checkbox is selected, make sure All events or Network port is selected, and then click Apply.
    nota:
    If the Power button only option is selected and the printer enters energy saving mode, it may take a few minutes for AirPrint to work after the printer wakes from sleep mode.
  6. Click the Networking tab, and then in the left pane click Other Settings.
  7. Make sure that the Bonjour, AirPrint, and IPP Printing check boxes are selected and then click Apply.

Troubleshoot an error message

'Printer is not connected' error message

If you receive 'Printer is not connected' error message, follow these steps:
Solution: Make sure the printer is connected to a wireless network.
For instructions on installing the printer on a wireless network, go to www.hp.com/support to browse for a support document with information on how to install the printer on a wireless network.

'The Printer is not Found,' 'No Printers Found,' or 'Printer is Offline' error message

When trying to print from an iPad, iPhone, or iPod Touch to the printer using Apple AirPrint, the Apple device displays one of the following error messages:
  • The Printer is not Found
  • 'No Printers Found'
  • 'Printer is Offline'
To resolve the issue, try the following Solutions in the order presented:
Solution one: Update the printer, power cycle the Apple device, turn off Bluetooth, and then try to print
  1. Make sure that the printer has the latest firmware version installed.
  2. Power off and on the Apple device.
  3. Turn off Bluetooth on the Apple device.
    1. Tap the Settings icon ().
    2. Tap the General icon, if it is not already selected.
    3. Tap the Bluetooth menu item. Make sure that the toggle shows Off.
  4. Try to print from Apple AirPrint.
Solution two: Check connectivity
  1. Make sure that the printer is connected to a wireless network
  2. Use one of the following options to select the correct wireless network:
    • From the printer control panel, open How to connect and make sure the printer's AirPrint name is the same printer selected to print.
    • Use the WPS button on the WPS-enabled wireless router.
  3. Make sure that the Apple device is on the same wireless network as the printer, and then move the Apple device as close to the router as possible.
Solution three: Power off and on the router, the Apple device, and the printer
  1. Power off the wireless router, the Apple Device, and the printer.
  2. Wait 5 minutes, and then power on the wireless router, the Apple Device, and the printer.
Solution four: Make sure that the router can forward Bonjour packets, and then power off and on the Apple device
nota:
Bonjour packets allow devices to automatically find each other by utilizing multicast Domain Name System (mDNS) service records. If the router forwards Bonjour packets, you do not have to enter an IP address to search for a device.
  1. Check with the router manufacturer for instructions about how to forward Bonjour packets.
  2. Enable the feature that allows forwarding of Bonjour packets.
  3. Power off and on the Apple device.
Solution five: Try to print from another device on the same network as the printer and then reset the printer
  1. Try to print from another device on the same network as the printer.
  2. Reset the printer.
    nota:
    For instructions on how to reset the printer, see the user guide that came with the printer.
Solution six: Update the router with the most recent firmware and then try again to print
  1. Check with the router manufacturer or the router user manual for instructions.

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, OS X 10.8, and OS X 10.9 (Mavericks). 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.
For information HP ePrint or other mobile printing solutions for HP printers, go to HP ePrint and mobile printing solutions.

Additional support

If your issue is not listed here, or if you need additional support, go to the HP Forums or the HP Wireless Printing Center.
HP's Wireless Printing Center
Go to the HP Wireless Printing Center. You will find information on preparing a wireless network, setting up the printer, and reconfiguring your system.

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