Basic Troubleshooting for ePrint and AirPrint

[AlwaysNeon]

I am still here! 

Alright, have you tried removing and re-enabling web services on the printer? Also the IP address for the printer is fixed? What would you say the distance from the router is? 

Let me know! 

-Spencer 

[SSkladanek]

Spencer,

I appreciate the reply.  Perhaps I need a bit of hand-holding here - what, exactly, do you mean by "removing the web service from the printer".  In that the web service has never been "enabled", I see nothing in the EWS that allows me to "disable" it, and I don't think you intended for me to attempt to "uninstall" the EWS from the printer, did you?  As for your other questions: yes, the printer has a fixed IP address; and the printer and router are maybe 12 inches apart.

Best regards,

Steve

[AlwaysNeon]

To remove web services simply disable them, then re-enable them. In doing this it will cause you to reset your ePrint account for the particular printer and you will need a new ePrint ID. You cannot uninstall the EWS from the printer, merely disconnect from it. Here I am going to want you to remove (disable) Web Services then re-enable and reconnect the printer. 

-Spencer 

[shazyahmad]

I have downloaded HP ePrint software from the following link twice http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?cc=us&lc=en&dlc=en&softwareitem=lj-96046-4

,but I am unable to install this software.

Everytime this message flashes when i try to install the software, So what is the solution for this.

My laptop config is : core2duo , 2.0GHz processor, 2GB Ram, 250GB HDD

[AlwaysNeon]

I would remove the software entirely from you computer through your Programs and Features, then delete all the folders from your temp folder. You can open that folder by using the Run dialog box and typing "%temp%." You may not be able to delete all the folders, but delete all that allow you to delete them (this is just kind of a collection of old data). I would also clear the saved data on your browser and then try to install the software again. 

Also, this thread was originally intended for the issues with the printer connecting, not with the ePrint mobile drivers. So, with knowing that I am also going to need to know what your operating system is as well as what version of the software it is (32 or 64bit). 

Let me know and I will get right back with you! 

-Spencer 

[shazyahmad]

Thaks Spencer for Your quick response, what you have suggested i have already tried that, even i ran compatibality troubleshooter , tried different compatability modes but nothing seems to be working. I have installed a nos of softwares on my lappy but never faced any problem like this.

I have tried installing ePrint software after installing regular printer software cd , even tried after uninstalling printer software. But seems nothing is working

I am using windows 8 Pro , 32-bit, and the software i have downloaded is the same

[AlwaysNeon]

Alright, that is interesting. I have not seen any information on issues with Win8, but I will continue to look for what may be the root cause of the issue. From what I have understood from the members of the Cloud department (the troubleshooting team for ePrint) this particular program's issue in your environment is that possibly changes in the Win8 OS are preventing the driver from initializing. 

While I am looking into this, I would recommend that you work around this issue by emailing the documents you want printed directly to your ePrint address for your printer instead.

-Spencer 

[emma22]

I have been having problems for months now trying to log in to eprint. smart friends had me do a full system recovery many times, contacted printer support as I have a care pack with them aswell but they refused to help me and told me I had to keep purchasing smart friend every six months to get help, the same with my desktop, I have a 1 year care pack for that aswell but HP support refuses to help.
I have been in contact with cloud services many times until finally one support agent fixed the issue for me.
The problem being that since HP connected took over they left Canadians out and the agent had me do a work around and now it works just fine, so after months of going around in circles and going through 2 sets of XL ink cartridges trying to fix it, it is finally working.
Many Canadians purchased these printers so why they would leave us out in the cold is beyond me, they sell the product in Canada yet no one knew how to fix it except for this one person.Can anyone explain that to me please.

[AlwaysNeon]

I work closely with the ePrint department and they assured me that all North American customers can access the free ePrint phone support. If there was a discrepancy in that can you give me the details of what happened so that I can speak with the people involved and see what might be the issue? 

Let me know! 

-Spencer 

[emma22]

I am using a 7510 e print photosmart printer, even though I can now log into my account it takes me to HP connected, there are apps there to download, one I tried to download was Scan to email but it just said my device did not support that, it is the same with all the other apps aswell, it shows my printer and my eprint address but it is greyed out, when I try to add a device it rejects my printer code.

Perhaps I can only get apps from the front of my printer and not from HP connected, also it keeps showing off line until I press the eprint on my printer and eFax and then it finally shows up as connected, gone through all the steps to try to correct it, on my own , with smart friend (which has now ran out) and with cloud services.

The product # of my printer is CQ877A C311a, I was also told not to download IE 10 as it is not compatible with this service so I have to keep using IE9, what would happen if I purchased a windows 8 computer?.

I was not complaining about the free e print phone support, I was complaining about HP printer support as my product is under warranty and I also purchased a care pack, the same thing with my desktop but when I phone them for help they tell me I have to keep purchasing a Level 2 agreement every 6 months which cost me $167.99, my care pack for my printer was $33.60 as I purchased that a couple of day's after buying the printer and my care pack for my desktop was $156.79, a lot of money if you add it up to be told they will not help.The desktop and printer care packs were only for 1 year each but to keep buying a Level 2 every 6 months is unreasonable. I have asked to speak with a supervisor numerous times but never get put through to one just get hung up on.I thought when I paid $200.00 for this printer it would do everything I needed it to but it has turned out to be a total nightmare.