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Nautilusfinder
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HP Print jobs not comming through even though I get an email indicating the print job was sent

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HP Envy 7800 series
Microsoft Windows 10 (64-bit)

Recently I have failed print job from HP print cloud services. I get an email indicating the print job went through, but nothing printed. Status was always In Processing.  I reset router and printer and they are talking.  I can print a file photo directly from my iphone on the printer. My windows is updated. I cannot get a file to print to my printer through the HP printing service from either my iphone or my laptop, Any suggestions?

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TEJ1602
HP Support Agent
HP Support Agent
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@Nautilusfinder, Welcome to HP Support Community!

 

Going through your post I see that you're unable to print to the printer's email address. Let us try to isolate and resolve the issue-

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Step 1: Check the printer status

To receive ePrint jobs, the printer must be on and connected to the Internet.

  1. Turn the printer off and on again to clear any existing problems.

  2. 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.

  3. 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 enable 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.

  4. 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.

Example ePrint email

  1. 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.

  2. 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.

  3. Confirm the sending email account has ePrint access. Sign into yourHP Smart account (formerly HP Connected), click My Printers, and then confirm the correct email addresses are listed under ePrint Access.

  4. 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 your HP Smart account (formerly HP Connected), click My Printers, and then select monochrome printing, plain or photo paper, and two-sided (duplex) printing under ePrint Preferences.

  5. Send an ePrint job.

Refer to the document HP Printers - HP ePrint Job Does Not Print for additional help.

 

Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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