ePrint Could not get printer information from HP

[GregCT]

Seems I am having same problem as some others and none of the other forum posts I found show an answer.

My printer was working fine on google cloudprint via HP ePrint for a long time.

I was troubleshooting some other home network issues and shut off web services on the printer

I have now turned web services back on the printer, got a new printer email address

I go here:

https://www.google.com/intl/en/cloudprint/learn/setup-hp.html

and when I enter the printer email address I get this message on the web page:

"Could not get printer information from HP"

I can print locally fine. I have confirmed I can send an email successfully to the HP ePrint email address I am using and I can see the printer in my HP connected account. So I know ePrint is setup correctly.

So ePrint is successfully setup. But I can not get cloudprint to work with ePrint after disabling/reenabling web services.

Thanks in advance!

Greg

[GregCT]

Based on other's issues I have found I was hoping that it was just taking some amount of time for the HP systems to update something on the backend with my printers new information and eventually wherever/however google is querying for that information would eventually have it updated. But over 24 hours and nope.

Somehow after my initial post I got contacted by what appeared HP support via email saying this wasn't the best forum for my issue and to call in. When I did and explained my issue the first thing they started talking about was getting my drivers updated. Nope, not a driver issue buddy, this is clearly an issue between HP and GCP since it has nothing to do with any specific computer, OS, phone, etc. They said they would have a tech call me... never did. I am guessing that was social engineering and not actual HP support.

Anyway, no resolutions yet. I tested putting garbage into the email lookup and it responds just as fast with the same answer. I am thinking this has nothing to do with my printer specifically, and is a backend issue where the google page that attempts to connect to HP isn't making the right query or not to the right location.

https://www.google.com/intl/en/cloudprint/learn/setup-hp.html

[dsent_zen]

It's been more than two weeks already for me.

Two different printers, two different places (different Internet providers) etc.

Worked before, stopped working.

[Barachiel]

Hi @dsent_zen @GregCT ,

Thank you for posting on HP Forums,

The Barachiel is at your service.

I understand you are in need of support,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

In the meantime, please try the steps mentioned below:

On your printer control panel, touch or press the HP ePrint icon or button, and then touch or press Settings.
If your printer control panel does not have an icon or button, navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu, depending on your printer model.
Select Disabling depending on your printer model.
Follow the on-screen instructions to turn off Web Services.
Once you have web services are disabled try re-enabling the web services.

To print to a nearby printer on the same network as an Android or iOS device, you do not need to register the printer with the Google Cloud. For iOS (7.0+) use AirPrint, or for Android 4.4, go to Google Play > Android apps and download either the HP Print Service Plug-in or the HP Mopria Print Service plug-in, and then turn-on the plug-in. For Android 4.3, download another mobile printing solution such as the HP ePrint App.

1. Make sure the printer is online and in a Ready state.

2. For setup purposes, make sure that the Chromebook, laptop, or notebook is connected to the same local network as the printer.

3. Make sure the printer is registered with the Google Cloud. For instructions, go to Setup Google Cloud Print.

Refer this article to further troubleshoot google could print services issues.

Also, refer this article to know more information about using Google could print service.

Let me know how that pans out. 🙂

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help. 😉

[GregCT]

Most of what you asked I provided in my initial post.

Model: HP LaserJet Pro 200 color Printer M251nw

If that isn't what you are referring to please provide more information.

The link you provided was for cloud print ready printers, this model isn't. It has to use HP ePrint email address to register to cloud print per these instructions:

https://support.hp.com/us-en/product/hp-laserjet-pro-200-color-printer-m251-series/5097632/document/...

It last worked probably about a month ago but I shut off web services back then for other reasons. I just turned them back on now and now I can't register the printers email address to Google Cloud print (but I had originally set it up over a year ago without issues and it was working fine prior to me shutting off web services)

I have tried disabling and reenabling web services multiple times, each time gets a new email address and I try those and have reset it to be one of my choosing - all scenarios result in the same error when geting to the google cloud print setup step.

Summary:

HP LaserJet Pro 200 color Printer M251 series

Local printing is fine

This printer is not google cloud print ready but is HP ePrint ready

Web services and printing via the printers HP ePrint email address work fine

Error occures when attmpting to register the HP ePrint email address to Google Cloud print on this page: https://www.google.com/intl/en/cloudprint/learn/setup-hp.html

And I get this error: "ePrint Could not get printer information from HP"

This worked for over a year but stopped working with I disabled/reenabled web services on the printer

[Barachiel]

Hi @GregCT ,

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts.

If that's the case, I'd request you to contact HP's phone support team for further assistance.

HP Support can be reached by clicking on the following link: Open link:  www.hp.com/contacthp/

Enter Product number or select to auto detect.Scroll down to "Still need help? Complete the form to select your contact options".

Scroll down and click on HP contact options - click on Get a Case & phone number.They will be happy to assist you immediately. If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

Best regards,

[GregCT · Accepted solution]

Today the google page (below) for the HP ePrint email address registration started working. So I was doing everything right and either 1) it just took some time for the back end to update or 2) the back end was broken and they just fixed it.

https://www.google.com/intl/en/cloudprint/learn/setup-hp.html

Hope the resolution happens for everyone else with this problem as well.

[Barachiel]

Hi @GregCT ,

Thank you for the update,

I appreciate your time and efforts, 

I'm glad you found the solution for this concern.

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

And select Accepted as solution to help others find the same solution as you have.

Take care now and do have a fabulous week ahead. 🙂