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Can't print on Android phone from AOL to hpeprint address
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Tutor
Posts: 10
Member Since: ‎04-23-2017
Message 11 of 16 (103 Views)

Re: Can't print on Android phone from AOL to hpeprint address

[ Edited ]

@MKazi
1) Are you sending an email to the Printer email address to print? Or are you using the app? - I am sending an email from the phone's stock Android app to my hpeprint address.

2) Can you open the Aol email via a web browser and send a print job to the ePrint address from there? Did it work? - Yes & yes

3) Can you login the same email on the other phone (working) and send a print job to the ePrint address? - When sending from my husband's phone it was from non-AOL addresses. I will have to wait until later to get access to his phone, so I can set up my AOL address on it and try. I'll report back to you on it later.

4) Can you check the inbox of the AOL email to see if there is any bounce report? Can you also check the sent items list to see if the message was sent? - There aren't any bounce reports. The messages do appear in the sent list. However, they don't appear in the print jobs list on HP Connected webpage.

5) Also, can you try to add the email to the whitelist? (https://support.hp.com/us-en/document/c02948998) - All of my email addresses are on this. My AOL address is the owner. 

Thanks

HP Support Agent
Posts: 7,690
Member Since: ‎07-14-2016
Message 12 of 16 (85 Views)

Re: Can't print on Android phone from AOL to hpeprint address

Hello, @gizasmum

 

Thanks for the update!

 

So, the issue is specific to printing from your default email app using the AOL address. Funny enough, you can print from the same email address from the web browser. It looks like the email app is somehow blocking the email from printing. 

 

Go to Settings - Apps - Find you email app. 

Now, look for an option which says "Uninstall updates". If the option is not available once you open the app in settings, then touch the "3 horizontal" dots on the top-right corner and select the "Uninstall updates" option.

 

Restart the phone once done and see if that works.

 

Good luck Smiley Happy


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DVortex
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Tutor
Posts: 10
Member Since: ‎04-23-2017
Message 13 of 16 (78 Views)

Re: Can't print on Android phone from AOL to hpeprint address

Hi @Dvortex

Unfortunately the app does not allow me to uninstall updates by either of these methods.

I've now been able to try MKazi's suggestion to login to the same email on my husband's phone and send a print job to the ePrint address (Item 3 above). I set up my AOL email account on his phone and was able to print to the hpeprint address.

I'm wondering if the only option now is to uninstall and reinstall my AOL account from my own phone on the stock Android email app. Do you have any other suggestions?

Thanks
HP Support Agent
Posts: 7,690
Member Since: ‎07-14-2016
Message 14 of 16 (63 Views)

Re: Can't print on Android phone from AOL to hpeprint address

Hello, @gizasmum

 

I am afraid we have run out of other options Smiley Sad 

 

You can try to uninstall the AOL account and then reinstall the same. Also, try to uninstall the updates from your stock email app. I'm sure there should be an option to do it. I'll also try to get hold of a Samsung S7 and try to check the alternate options.

 

Thanks, I'll watch for your reply!

Cheers Smiley Happy

 

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DVortex
I am an HP Employee

Tutor
Posts: 10
Member Since: ‎04-23-2017
Message 15 of 16 (50 Views)

Re: Can't print on Android phone from AOL to hpeprint address

[ Edited ]

Hi @Dvortex
Well I uninstalled and reinstalled my AOL account from my stock Android Email app, but still can't print from it to hpeprint address. As I said before, there is no option to roll back updates on this app.

My conclusion is that since I CAN print to the hpeprint address from this account, using this app on my husband's older and less advanced phone, that the app version on my phone is incompatible with hpeprint. This must be the case, because I had no problems until a few months ago. I know I can print using other apps/ methods from my AOL address, but this means going out my way to do so.

My next step will therefore be to contact Samsung to see if they can help resolve things. I will be able to relay all your suggestions that I've already tried and that might help speed things up a bit. If I get it resolved I will let you know. Thanks for all your help.

HP Support Agent
Posts: 7,690
Member Since: ‎07-14-2016
Message 16 of 16 (35 Views)

Re: Can't print on Android phone from AOL to hpeprint address

Hello, @gizasmum

 

Thanks for the update!

 

Also, if you are not getting a satisfactory solution from Samsung, please contact the HP Cloud services team for possible solutions.

 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

 

If you have any troubles, let me know and I will do my best to help!

Good luck Smiley Happy

 

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DVortex
I am an HP Employee

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