Envy 6120e not printing - Print Anywhere

[Redspan]

I have two Envy 6120e All-in-One Printers in a shop.  I installed them and set them up in the HP Smart app on an iPhone 15 Pro Max, iOS version 18.3.2

Both printers show as Ready in the app

Both printers have 'Allow printing from anywhere' switched on in the app

Both printers have 'Require Private Pickup' switched off in the app

When I send print jobs to them remotely, one job says printing and the other says waiting but neither printer completes the task. 

I've cancelled the jobs, rebooted my phone, and tried again but I can't get either printer to print even though they are active and ready.  

What else can I try?

[Hawks_Eye · Accepted solution]

Hi @Redspan 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like your HP Envy 6120e printers are encountering a communication issue despite being set up correctly in the HP Smart app. 

Here are some steps to troubleshoot and resolve the problem:

1. Clear the Print Queue

• Open the HP Smart app on your iPhone.
• Cancel all pending print jobs for both printers.
• Restart the app and try sending a new print job.

2. Verify Printer Connectivity

• Ensure both printers are connected to the same Wi-Fi network as your iPhone.
• Check the network status on the printer's control panel or print a Network Configuration Report to confirm connectivity.

3. Reconfigure "Print Anywhere"

• In the HP Smart app:
  1. Go to Printer Settings for each printer.
  2. Turn off Allow Printing from Anywhere, wait a few seconds, and then turn it back on.
• This can refresh the connection between the app and the printers.

4. Update Printer Firmware

• Visit the HP Support website and check for firmware updates for your HP Envy 6120e printers.
• Install any available updates to ensure compatibility and improved performance.

5. Test with a Different Device

• Try sending a print job from another device (e.g., a laptop or another smartphone) to determine if the issue is specific to your iPhone.

6. Reset the Printers

• Steps:
  1. Turn off both printers and unplug them from the power source.
  2. Wait for about 60 seconds, then plug them back in and turn them on.
  3. Reconnect them to the Wi-Fi network using the Wireless Setup Wizard.

7. Check for App Updates

• Ensure the HP Smart app is updated to the latest version on your iPhone.
• If the issue persists, try uninstalling and reinstalling the app.

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Redspan]

1. FIrst, I posted the support request above,
2. Then I contacted HP on Whatsapp.  The chat lasted over four hours.
3. Then I called the UK support number.  The conversation lasted about 15 minutes.

The solution was:

1. Select the printer in the HP Smart app
2. Select the Print Documents in the app
3. , Then find and select the file to be printed on my iPhonew.  The file has to be a .pdf file, correct?

I have done this and it works.

However, the technician on Whatsapp didn't seem to understand that Print Anywhere allows printing remotely with an iPhone that while not on the same WiFi as the printer.   

[Hawks_Eye]

@Redspan 

It sounds like you’ve gone through quite the journey to get your HP Envy 6120e working with Print Anywhere—kudos for your persistence! 

You’re absolutely right: HP Print Anywhere is designed specifically to allow remote printing, even when your iPhone and printer are not on the same Wi-Fi network. 

It's great to hear that you’ve successfully printed using the steps provided.

To clarify:

• Yes, for the HP Smart app, files like PDFs generally work best for remote printing. However, some other file types (like photos or documents) may also be supported depending on the app’s features.
• It does seem like there was a misunderstanding with the WhatsApp technician regarding how Print Anywhere operates. Print Anywhere allows remote control and printing through cloud services, so you don’t need to be on the same Wi-Fi network as your printer.

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

Regards, 

Hawks_Eye