Basic Troubleshooting for ePrint and AirPrint

[AlwaysNeon]

The ePrint services are highly dependent upon the printer models as well as which printers are designed to function with many of the third-party applicaiton creators. Unfortunately, as I mentioned, HP makes available how to create the applications for the printer but the designers ultimately decide which printers the application will work for. Have you tried contacting the Cloud Specialty Support directly? If you are in the US or Canada they should provide free support for all ePrint related issues you might have!

-Spencer 

[emma22]

:womanfrustrated: Yes I have contacted cloud services, they were the ones that helped me to log in after HP connected took over and they were the ones that told me that Canadians had been left out and showed me the work around in order to log in.

I was going to contact them again today as on my computer it say's my printer is .....ending with 64 but my printer has the network configeration page showing the IP address ending in 66, when I type it in my browsermy printer comes up but under Tools it say's network connection error, try again, on HP connected it shows my printer and my e print address but it is greyed out and when I try to add a device it will not accept my printer code.

Also in HP connected it keeps losing the connection to my printer and saying problem with printer so I have to press eprint and eFax on the front of my printer to get it working and showing up in HP connected. I can see the E mails sent to me in HP connected but I cannot download them or print them off , only delete them.

I have a 7510 e photosmart printer CQ877a- C311a, as for the apps it alway's say's non of your printers support this app, I can only get them from the front of my printer and they are mostly colouring pages and puzzles for kids.

Every thing was fine with my printer until the hydro guys came around putting in new power poles and now my phone cable to my home is hanging so not sure if that is what has gone wrong but now my printer will not print again.

My desktop is wired only my printer is wireless, tried connecting with my USB cable, tried the push button on my router/modem, tried unplugging printer and router with no luck, at one point I was connected to an IP address ending in 235 and I know for sure that is not mine.I have 3 different internet connections showing on my task tray one called other network has all the bars the other has only 2 bars and then mine at the top.

I set up my printer just fine myself when I first purchased it and before HP connected took over, I tried to download Scan to Email from HP connected but no luck.

I live on a remote beach front acreage so help is not alway's possible, according to the specs my printer should be able to download these apps.The wireless light is lit up blue on my printer and I have it set to sleep after 15 minutes but alway's on. As for the time the date is correct but the closest I can get with the time is pacific standard Los Angeles, Tiquana but the time is different to mine and the other options are way off. I think I might have to uninstall and reinstall my printer but I hope not.If you can suggest anything I would appreciate it, I was also told by cloud services not to download IE 10 so I am using IE 9 on windows 7 home premium 64 bit.Desktop is HPE 150f  Pavilion  Elite.

[emma22]

I am not using windows 8, I have windows 7 home premium
64 bit but my spouse has a new windows 8 64 bit notebook that I purchased for him for fathers day, he uses my old B209a printer with his and will not touch mine as it is so much trouble.

[AlwaysNeon]

How far is the printer from the router and have you tried using a static IP? If you have a static IP then the address would not change. Also, are you working on a normal router/modem network or a different network type like something part of a WAN or a hotspot? 

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

-Spencer 

PS I hope you are having a wonderful day! 

[emma22]

My printer is less than 4 feet away,It is a normal modem /router combo, I finally got it to print but cannot connect to Eprint or eFax , the IP address on my printer has changed to what shows up on my PC, called my ISP provider today and they are sending out a new modem/router as this one was damaged due to power outages, we get at least 3 a week here. Every time it happens I have problems with my printer and have to call cloud services, I have everything connected to a good quality surge protector but he say's I need to buy a UPS device and connect everything to that.

In NETWORK and sharing I have 5 addresses showing, all except 1 seem to be mine and they all have the old

IP address that my printer had but clicking on connect on all of them that look to be mine does not work.Scan to computer does not work and my printer say's connect to a network, I cannot log into my ISP server address as it will not accept my password, in HP connected it say's connect to a network,wireless on my printer say's under IP address a caution mark and no link, network name N/A , tried doing a reset and tried entering in the IP address but no luck so hope things work when I get a new modem/router in a few day's.

I will let you know how it goes then, in the meantime thank you and take care.PS. I am using windows 7 64 bit, my spouse has a new windows 8 64 bit notebook at our other home, G7-2373CA.

[AlwaysNeon]

I will look into this further and see what other information I can come up with to resolve this issue. I work closely with the cloud support team and will see if they have further ideas and steps to fix this right up for you!

-Spencer 

[Chazmanra]

Help.  I have just set up my new hP Photosmart 5524 and everything seems connected.  My wife an use eprint no problem but I cannot get it to work from my laptop.  What can be wrong?

[emma22]

Purchased a Cyber Power battery back up system but when I set it up it would not allow me to connect to the Internet, phoned my ISP server and they thought that the new modem/router was faulty so sending out yet another, I took out my Cyber Power back up and put back my surge protector and I got the Internet working right away, so going to take the battery back up back to the store, it does not support windows 8 anyhow and can only get Email support with it.

No I have not set up a static IP address, I will contact my ISP server on how to do this.

I have been in hospital for about a week so not been doing much, my printer is still connected with a USB cable, not gotton around to setting it up yet for ePrint and E Fax.

I think I need to do yet another recovery, getting nothing but i Yogi , mighty max Pro, and free ware popping up all the time, I never downloaded them,forgot how to do a full system recovery without having to put the discs in. I know I have to unplug everything first and press F11 or F8 before windows starts up but not sure, IE keeps shutting down aswell.

My PC is in a worse mess than it was before my Level 2 service started with it and been at it with them for the 6 months that it lasted and it's so much worse now, it started out as just a printer issue.

They downloaded so much free stuff and it alway's took out my operating system, my spouse ran Malware anti Malware Bytes on his brand new windows 8 PC that he has not even used as yet except for setting up his Email and Internet and he was left without a PC too.

Does my desktop have to be wireless in order to have my printer wireless and still get ePrint or can I have my desktop wired and my printer wireless and still get eprint and the Apps to go along with it?.

I went on Microsoft user forum and what a difference to this one, one person was so insulting and rude, acting as though I was only asking him/her the questions and saying how stupid I was running an outdated browser IE 9 instead of IE 10 and being stupid for using Norton instead of a free one, and that HP was just out to make money with care packs as though I was telling people to purchase them which I was not, and what is wrong with a company from making money? for people like me if the service is good then it is a great service to have for non techies like myself.

I got a phone call from Andre, and he gave me his phone number and extention # along with a number for people with disabilities, when I get some strenth back I plan on contacting Level 2 again even though it has run out they never fixed the problem but caused many others.

If you can tell me what I have to do to do a recovery without having to put my discs in, that would be great, also if I can have my desktop wired and printer wireless and still get eprint and all the services that go with it that would be a great help. Thanks.:smileyfrustrated:

[emma22]

Did you set up your home group correctly, did you run your printers disc on your PC, did you set up your own account with eprint.

Also are you both using the same version of windows.Try looking at these things first, if all is ok contact cloud services for help, they are great and will help you out.

Good luck and have a great day.

[VMS33341]

my email  address is not accepted, I dont understand why.