HP app for ios, ePrint not working

[Ema99]

Hi,

when I try to enable HP ePrint function in printer settings (HP app for iOS), It’ll be stuck in searching for printer email address, if I try to insert email manually, It says that it’s not available. This printer is new, all set up correctly, printer email is correct, all enabled in ews. What is causing that issue ? Please let me know. Thanks. 

[Ema99]

I precise that both phone and printer are on the same WiFi network. I tried to keep also printer alive by pressing info button, avoiding standby but nothing works.

[Ema99]

Anyway ePrint service by email is working flawlessly... only by app It won’t activate.. kind of bug for sure as I set up this printer as new via HP Smart and all is correct (print info page says that too).

[Kumar0307]

@Ema99, Welcome to the HP Support Community!

To enable HP ePrint service, refer to this document.

To know how to print via HP ePrint, refer to this document.

Note: ePrint does not require HP Smart app.

If any issues with HP Smart app, try re-installing it. Click here to know how.

Note: Uninstall the app before re-installing the same.

Let me know how this goes.

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

[Ema99]

Yes, but that’s not the point. I know that eprint service is working normally, even without the app. It would be nice anyway to use app for printing via eprint but this is just not working... I’m stuck in the part of “how eprint works” document you sent, where it’s saying “Printers without a touchscreen or text-based display” ... Following that , I can clearly see email printed in the info page... but If I put this one into the app (remote print section in settings), It will not find email listed manually... 

I’ve tried to re-install app and I’ve tried also in an iPad but that’s just the same.. With another printer with touch screen , I just click into web services icon and then app will sync email but I can’t do It with this one as It’s not equipped with touch screen or anything else similar.

What do you think? 

[Kumar0307]

@Ema99

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

Click on this Link to contact HP.

Keep me posted for any other assistance.

[Ema99]

In my country I have available only paid phone support... This is not worth ! If you want to investigate further , then you can do It.. I do think there is some lack in communication between this printer (Deskjet 2630) and the app itself for gathering eprint email. Someone else can check this out and let me know If they have the same problem, I think It's not only on my behalf.

Regards

[Kumar0307]

@Ema99

The printer seems to be connected to your iOS device and the app is also detecting the printer, this means that the communication between the printer and the device is working fine.

The issue is only related to HP ePrint service from the app. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

[Ema99]

Hey there,

after very long calls with support and everything done, this morning I’ve done a full reset of this printer via EWS and all seems to work normally, even ePrint function via HP Smart App , it recognizes printer email correctly. I’ve noticed a firmware update during this time, maybe It solved this problem for new printers setup. That’s It dear fellow users.

[Kumar0307]

@Ema99

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!