ePrint not working with email attachments?

[dca999]

I have an Envy Photo 6234 and have recently set up ePrint (open to anyone).  My son sent an email with attached documents shortly after and despite him getting an HP confirmation email that the documents had been sent, it has still not printed after more than 12 hours.

I have just tried sending a test email from my phone and  it printed, but when I send an email with a photo as an attachment (38kb) the printer starts to work but then throws up an "out of paper" message, despite there being plenty of paper. The printer is quite happy to print from this paper load when documents/photos are sent direct from my computer.

I do recall getting the same "out of paper" message after my son sent his documents, but did not link this with ePrint at the time, so it seems ePrint works with an email but not if it has an attachment?.

Can anyone advise what is going on and how I resolve this?

Thanks

[Garp_senchau]

@dca999, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Here are some troubleshooting steps you can follow to resolve the issue with ePrint and the "out of paper" message:

Check Paper Tray and Feed Mechanism

Re-seat the Paper: Make sure the paper is aligned properly in the tray. Sometimes, paper can shift during loading, causing the printer to misread the load.

Check for Paper Jams: Double-check the printer for any small pieces of paper or debris that might be obstructing the paper feed.

Check Paper Size Settings: Ensure that the paper size set in the printer matches the paper you are using. A mismatch can cause errors.

Verify ePrint Settings

Ensure ePrint is Set to Accept Attachments: Sometimes, certain ePrint configurations may cause attachments to not be processed correctly. Log into the HP ePrint account and confirm that attachments are enabled.

Check Email Formatting: Ensure that the email your son is sending is in a format that ePrint supports. Some file types may cause issues, so try sending the photo in another format (e.g., JPG, PNG).

Clear the Printer Queue

Check the Print Queue: Open the print queue on your Windows 11 PC and clear any pending print jobs. Sometimes jobs may get stuck, especially when attachments are involved.

Go to Settings → Devices → Printers & Scanners → Select your HP ENVY 6234 → Open Queue → Clear any pending jobs.

Printer Reset

Power Cycle the Printer: Turn the printer off, wait for 30 seconds, then turn it back on. This can sometimes clear minor errors that might cause the "out of paper" message.

Factory Reset (Last Resort): If none of the above work, you can try performing a factory reset on the printer to clear any corrupted settings or configurations. This will remove any custom settings, so you’ll need to set up ePrint and Wi-Fi again.

Test with Different Email Address

Use a Different Email: Test sending from a different email address, or ask your son to resend the document from another email account. This can help identify if the issue is related to his email configuration.

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good 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,

[dca999]

Hi Garp, Thanks for your message.

I spent several hours on WhatsApp on Thursday with one of your colleagues going through most of the suggestions you have made, without success:-

1 Paper Tray and Feed Mechanism - all clear and clean. The printer prints everything I send to it when in normal use. With ePrint it will not print .jpg .jpeg or .png attachments.

2 How do I ensure ePrint is Set to Accept Attachments? HP seem to have so many cross referenced Web/Help pages that nothing is easy to find! That said, some attachments, except those referred to in (1) above do print, so presumably it is set to accept attachments? Also it is not going to be helpful if I have to advise people that my ePrint facility will only accept certain file formats but I can't tell them what they are! This will make the process much more complicated and time consuming, so I might as well just go back to them sending me an email so I can extract and print their documents?

3. Printer queue is clear.

4. I Power Cycled the printer several times on Thursday. I do not want to do a Factory Reset and have to re-enter all the set up information as I have no confidence this will resolve the problem.

5. I have been testing with several of my different email addresses with the same result.

6. I have run HP Smart and checked online to see if there are any updates for my printer. There are none.

In conclusion, I think I will just go back to the old method of direct email to me and I will print from there. ePrint seemed like a good time saving idea, but clearly doesn't work (for me at least) and if it cannot be relied upon, then I don't really need to spend more time trying to figure it out. 

Under the circumstances I cannot mark this as an Accepted Solution.

Regards

dca999