ePrint no longer working – PDF not printing, no confirmation

[freing]

I am experiencing an issue with the ePrint service on my HP OfficeJet Pro 9012, which I purchased in March 2021.

Up until late last year, I was able to send PDF documents via email to the printer's ePrint address, and the printer would process and print them automatically.

However, this functionality has stopped working:

• I send an email with a PDF file attached to the correct ePrint address.

• The printer is online, powered on, and fully operational.

• HP eServices are correctly configured and active.

• However, nothing prints, and I do not receive any confirmation email or error notification.

To troubleshoot, I have already done the following:

• Verified the printer's internet connection

• Confirmed that ePrint is enabled and properly set up

• Ensured that the sender email address is authorized

• Performed a full factory reset of the printer

• Disconnected and reconnected the ePrint service

Despite these steps, the issue persists.

Thank you for your support.

[zoey7886]

@freing, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding ePrint Issues! 

We're thrilled to have the opportunity to assist you and provide a solution.  

Here are some steps to troubleshoot and resolve the issue you are experiencing with HP ePrint on your HP OfficeJet Pro 9012:

1. Check Web Services:
   • Make sure Web Services is enabled on your printer. This feature is necessary for HP ePrint to work.
   • From the printer control panel, touch the HP ePrint icon or navigate to Network Setup or Wireless Settings to find the Web Services menu.
   • If Web Services are not enabled, follow the prompts to enable them.

Verify Email Requirements:

• Ensure the email is sent with only the printer's ePrint email address in the "To" field.
• Ensure the Subject field is not blank.
• Attach no more than 10 files, with the total email size under 10 MB.
• Check that the attached PDF file is not digitally signed, encrypted, or password-protected, as these attributes are not supported by HP ePrint.

Check Printer Connectivity:

• Make sure the printer is connected to a network with internet access. HP ePrint does not work over a USB connection.
• You can verify the network connection by printing a network configuration page or accessing the Embedded Web Server of the printer.

User Permissions:

• Ensure the sending email address has permission to use your printer. You can manage this via the HP Smart account settings:
  • Sign in to HP Smart.
  • Under ePrint Access, either set it to Open to Anyone or specifically add allowed email addresses.  

Hope this helps! 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[freing]

Hello @Zoey7886,

I already suspected I will be getting a template response.
Therefore, I preemptively answered all such points in my original post.

The printer shows me that connectivity to HP ePrint is enabled (as mentioned above, I also reset the printer to factory settings and reconnected the web services).

In each email, only a single PDF file (approx. 100kb in size) is sent to the correct (and only) "To" recipient. The subject line is not empty. The PDF file is not signed or something similar. As a test, I'm even sending the same PDF files that worked last year from an authorized sender.

In short: Yes, all steps were checked and followed.

The problem persists.

As I mentioned before, it suddenly stopped working. I hadn't changed anything in my email setup or anything like that.

[zoey7886]

@freing, Thanks for the detailed follow-up — I completely understand how frustrating this must be, especially since everything was working fine before.

Since you've already done all the right steps (and even tested with previously working PDFs), this does sound like something beyond the usual setup issues. At this point, it may be a backend issue with the ePrint service itself.

Here’s what I recommend next:

Check HP Smart Portal: Log in to your HP Smart account at hpconnected.com, go to your printer’s settings, and try disabling and re-enabling ePrint from there (sometimes this works better than doing it from the printer).

Try a different network: As a quick test, connect the printer to a mobile hotspot to rule out any ISP-level blocks.

We really appreciate your patience — you're clearly tech-savvy, and I’m sorry you had to loop through the standard steps again. Let’s get this sorted!

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!   

Regards,