11-17-2019 10:31 AM
We have used HP Eprint (name keeps changing for no apparent reason), Hp COnnected, and now HP Smart for 3+ years as it is used as the production area printer for all of our customer orders.
Our order platform emails the PDF file to our Eprint email address, and the printer prints it. All of a sudden in the last week. nearly 50% of emails sent to the printer do not print. Very frustrated and upset this has caused massive productivity issues and angry customers.
I have also realized also that for no apparent reason HP has discontinued the ability to see Eprint history. There is essentially no way of troubleshooting this to figure out why for the past week we have basically had 50% of our orders not print.
Can anyone please help?
11-17-2019 03:53 PM
I would guess that the underlying cause of the problem is Web Services which is used to connect the printer to the Internet. If Web Services is either stopped or not working, the ePrint connection is also broken.
Personal Observation - NOT to be confused with HP policy on any subject:
In so much that I am aware, HP Connected and ePrint are both free consumer based products - this only means that the services are not offered under the same guidelines as would be a professional connection product service that provides a guaranteed "up" time. So what? Our community cannot influence when / how / if the product works in an Enterprise environment. Web Services, for example, is dependent on servers under HP control and the big-bad Internet must transfer the data through many miles and obstacles along the way to your printer.
You are correct: A number of years past, ePrint History was removed. I am not aware of a product based alternative. (They did not replace the feature that was removed.)
What to do?
What is available? Not a lot.
Step 2: Check the email and print job requirements
Open website: HP Connected
Open category How to > Turning On Web Services (Includes “Turn off Web Services” help)
Try / Consider
CC the mail (created by your clients) to an additional email address
If it is feasible to do so, adjust your procedure / software / instructions (platform) to include copying (BCC or CC) the client's data to an email that you set up (create / allow / configure). If the printer is not printing the jobs for any reason, you will at least have a copy of the email (and any attachments). For example, use an email address that you create / configure just for this purpose (as opposed to having zillions of extra emails sent to your main email address used for the business).
Would that work? Assuming you can make the changes to the input procedure, this would likely work since copying the email (BCC or CC) to an additional address requires only that the client be able to send you an email.
Is this what you want? No, of course not. It may be better than the alternative (losing business).
I always CC myself when copying / sending jobs to ePrint. It is an "automatic" backup of the job; I know when - and what - I sent to the printer email address.
One of our actual Laser Printer Experts might be able to offer a more elegant solution.
Reference and Resources – Places to find (more) help and learn about your Printer
Clarification of terms and "what the printer can do" (Specifications)
Printer Homepage – “Things that are your printer”
NOTE: Content depends on device type and Operating System
HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Access to the Print and Scan Doctor (Windows), User Guides, Product Information, more
When the website support page opens, Select (as available) a Category > Topic > Subtopic
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