e-print not working properly

[reikenberg]

Hello,

we have a dozen Hp Smart Tank Plus 570/655, all have e-print activated and we are printing via e-mail. That was working since month with less trouble. But since ~2 weeks there are massive problems that mails are not printed and we have to resend 3 or 4 times till they are printed, some are not printing at all. Also sometimes printing takes long, sometimes over 30minutes.

I take a 655 for testing, updated to latest firmware and connected e-print.

First problem for those mails which are not printed, there is no Status mail from [content removed]

We checked the mail logs, all mails are accepted by the hp servers like that example:

.....C="250 SmtpThread-10797987-1643703920339@us-mta-473.us.mimecast.lan Received OK [Bvzb1upyNdSBAA0pL5TdBw.us473]" QT=2.122s DT=2.075s

But for the not printed mails there is no response mail. The not printed mails are have valid in size and attachments.

So we have no information to slove this problem. This is an error that must be fixed. Without error message we cannot slove the problem. We checked also our mail server logs if mails from hpeprint to us are rejected, there are no rejections.

I can send specific informations and example mails that are received by hpeprint but there is no response or print.

Can someone help and/or explain how the mails are processed and what we should do to slove this?

Sincerly

Rigoletto

[reikenberg]

Hello Dragon-Fur,

thanks for your detailed explantation and trying to help. I guess you are not an HP member so no offense to you.

But this is really bad from HP, and i dont care if they have new printer with a service that might work better. We have bought these printers specially to print over mail for our homeworkers. They are not an year old can cost us over 3000€.

If HP cant fix this or is willing to give more information and error message so we perhaps could format the message in a way they accept more, we have to change the printers, but sure we dont buy HP printer again.

By testing we found out a mail that fails in HTML or Richtext format, is working when converted to Text-Mail format. Did not work 100% but great increase success rate. So this is a processing issue.

It is definitly a problem with the routines that HP use to process the mails. It is a mail transfer, if have logs that all mails sended to hpeprint are accepted. There is no communication problem on our side. It is 100% HPs fault. It is mail communication, and old and reliable way to transfer information. I am sure HP get these mails, try to process them and there is an error with no properly working error handling, so not even a error mail is send back.

And i do not expect someone is monitor the incoming message, but their routines should log problems and errors, and someone has to take a look and fix problems periodicly. If they cant provide an reliable mail print service the should not advertise it or warn before. It would be ok if they restrict the mails in format, size, attachments, so we know what works and what not, but getting mails and not even give an error message back for a company like HP is nonsense.

I would like to see a statment from HP about that.

reikenberg

[reikenberg]

Nice to see HP is working on the problem. 🙂

We get now 5.7.1 mail error messages back. The print mail is received by hpeprint.com,

but internally some relay seems to refuse forwarding. I had it double checked by our mail provider.

2022-02-03 14:46:01.905 [18873] 1nFcQz-0004uP-T1 <= yyyy@xxxx.de H=(xxxxxx.xxx.de) [x.x.x.xxx]:xxxxx I=[xxx.xxx.xxx.xxx]:xx P=esmtps L X=TLS1.3:ECDHE_RSA_AES_256_GCM_SHA384:256 CV=no K S=1896 M8S=0 RT=0.002s id=9dc3b244a0d0498e949be82b10d39af7@xxxxx.de from <yyyy@xxxx.de> for printerxyz@hpeprint.com
2022-02-03 14:46:04.596 [18874] 1nFcQz-0004uP-T1 => printerxyz@hpeprint.com F=<yyyy@xxxx.de> P=<yyyy@xxxx.de> R=dnslookup T=remote_smtp S=1959 H=us-smtp-inbound-1.mimecast.com [207.211.30.141]:25 I=[185.199.217.15]44593 X=TLS1.2:ECDHE_RSA_AES_256_GCM_SHA384:256 CV=yes DN="C=GB,L=London,O=Mimecast Services Limited,CN=*.mimecast.com" C="250 SmtpThread-29667516-1643895964500@us-mta-479.us.mimecast.lan Received OK [vyr4g6FrPWi8JZdQiAuNUA.us479]" QT=2.696s DT=2.647s
2022-02-03 14:46:04.597 [18874] 1nFcQz-0004uP-T1 Completed QT=2.697s

From:  HP Mimecast 

Subject: [Postmaster] Email Delivery Failure

This is a delivery failure notification message indicating that an email you addressed to email address :
-- 
could not be delivered. The problem appears to be :
-- Recipient email address is possibly incorrect

Additional information follows :
-- 5.7.1 <content removed>: Relay access denied

This condition occurred after 1 attempt(s) to deliver over a period of 0 hour(s).
If you sent the email to multiple recipients, you will receive one of these messages for each one which failed delivery,  otherwise they have been sent.

 The mail adress of the printer is correct, it is shown online and also printed on the infopage.

If HP needs a customer for testing / debugging i am willing to help.

[reikenberg]

After some testing i guess i found one error that cause the problems.

By trail and error it seems that if the mail contains a link with a special char like öäü the mails is not printing

and no error mail is send.

Please verify and fix this error. It  is not a solution to tell the users you have check the mails on these öäü... and remove them before printing.

BTW, there are no error mails like some days before when a mail is not printed.