03-19-2019 11:43 AM
ePrint hasn't worked at all today. I am not getting a bouncback error message of any kind. Emails just go off to the printer, but they are never printing. I have rebooted the printer. Installed latest printer software update. No change.
Any idea what may be going wrong? I'm thinking the emails to be printed are getting to the HP ePrint server (or else it would bounce back to me, right?), but something must be messed up at the HP ePrint server, as it's not getting to my printer for actual printing.
03-20-2019 02:43 PM
@cgriff01, Welcome to HP Support Community!
If the ePrint job fails to print, check the printer Internet connection and printing requirements.
Step 1: Check the printer status
To receive ePrint jobs, the printer must be on and connected to the Internet.
Turn the printer off and on again to clear any existing problems.
Print a test page from a device on the same local network. If a connection error displays or the printer is not found, there is a network connection issue. See the Troubleshoot the printer network connection section for more information.
Confirm Web Services is enabled on the printer.
Printers with a touchscreen or LCD display: Touch the HP ePrint icon, and then touch Settings. Or navigate to the Web Services menu under Network Setup or Wireless Settings. The Web Services status displays with enabling instructions.
Printers without a touchscreen or LCD display: 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.
Go to Turning On Web Services for more information.
Send an ePrint job. If the issue persists, continue to the next step.
Step 2: Check ePrint email and print job requirements
Confirm your HP ePrint job is set up properly and the attachment is a supported file type.
Confirm the following ePrint email requirements.
Enter only the printer email address in the 'To' field: Multiple email addresses might cancel the print job.
Add text in the 'Subject' field: A blank subject field might cancel the print job.
Attach no more than 10 items to the email: The total size of the email, including attachments, must be 10 MB or less.
Confirm your attached file is compatible.
Photos: Photo files must be GIF, JPG, PNG, BMP, or TIFF, and have a horizontal and vertical resolution of 100 pixels or higher.
Documents: Document files must be PDF, HTML, TXT, Microsoft Word, PowerPoint, or Excel. ePrint cannot print digitally signed, encrypted, or password protected documents.
Confirm the sending email account has ePrint access. Sign into HP Connected, click My Printers, and then confirm the correct email addresses are listed under ePrint Access.
Confirm the ePrint settings match your print job preferences.
Default print settings: By default, ePrint prints one single-sided color printout in the same orientation as the original. Documents print on letter or A4 paper and photos print on 101.6 x 152.4 mm (4 x 6 in) paper.
Custom print settings: Sign into HP Connected, click My Printers, and then select monochrome printing, plain or photo paper, and two-sided (duplex) printing under ePrint Preferences.
Send an ePrint job.
Keep me posted.
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I am an HP Employee
07-19-2019 01:05 PM
I am using the HP ePrint + JetAdvantage App to print in Windows. The app just keeps searching, when I click on the settings it asks me to Register. I type in my HP Connected account email address but get "HP ePrint Registration. Unable to communicate with the HP ePrint service. Ensure you have a valid internet connection then try again." This is happening on multiple computers...
08-31-2019 01:15 AM
I called the support team today and they told me the server is down for a couple of days and the support team is not able to provide an ETA when this will be up to resume the HPePrint.
Wasted half hour where the support person was reading the instructions which is also published in user guide and any support document in the site. I have to explain how the HPePrint works but still support person was asking what kind of laptop and version of windows and what not....finally asked her to please route this to cloud support team who later told me the service is down.
Please let me know when the service will resume?
09-09-2019 03:02 PM
Seems to be still down and it is 9 days later. My printer cannot connect to web services or report instant ink data.
Any word on when things will be fixed?
My printer seems to be attempting to connect to "xmpp002-pro-site2eprint.houston.hp.com".
02-16-2020 06:52 PM
I'm so sick of the employees constantly reposting these instructions from the website! DUH! if course we went there and followed these steps before reaching out! After carefully following these steps to the T, EPrint still does not work! No error and yes my printer is connected to the internet and it's connected to the EPrint server and there is paper in it and I'm just trying to do the test email that hp sent to Me! So I know the email is compatibile! Hellllooooooo........ We need deeper tech support!!!
03-12-2020 02:03 PM
The problem is with Brightpearl not with HP. The only solution I found is sending the email from BP to your email and then send it to HP. Basically, use your email as a bridge between BP and HP.
Hope helps (worked for me).