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jbar1974
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airprint word document from iphone coming up blank

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HP officejet pro 8600 plus
iOS

I can airprint from my iphone to the printer via airprint no problem.  However, word documents are an issue.  I will open them on my iphone.  I select print and the printer options comes up and the print preview on the iphone screen shows the document for about 2 seconds and then it goes bland and when I print it, the pages are blank.  I do not have this issue with PDF's or just printing emails. 

 

Also, I just tested it and this is the same problem with Excel documents.  They are printing blank as well.  Is this a compatability issue w/ Microsoft application?  Is this new because of the new iOS10 update?  I never had this issue before.  Any help is appreciated.  thanks. 

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A4Apollo
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Hi @jbar1974! Thank you for joining the HP Forums!

 

I understand you are unable to print Word or Excel document from your iPhone using Air print.

Since you mentioned that you don't have issues printing PDF's or emails. 

This looks to be an issue with Office app that you have installed on your iPhone.

Please reinstall the app and check if you still have issues.

If yes then please contact apple support for more assistance.

Click the link to contact iPhone support: http://hp.care/2dfpIwt

Also refer to air print article from the link: http://hp.care/2dfqOrL

 

Keep me posted!

Have a great day!

A4Apollo
I am an HP Employee

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jbar1974
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well, reinstalled the word and excel apps and it did not make a difference.  I also found that this issue is also happening on another iphone we have.  what happens on this other phone is a bit different.  here are the steps and what happens: I open a word document from an email.  I click the download/print icon on the bottom left corner of the iphone screen.  click "print".  printer options screen comes up and the document is displayed.  now, once I click printer, then select my local network printer, it pops back to the printer options screen on the iphone and the document preview is showing blank pages.    one other interesting thing is, instead of just selecting "print" from the my options and I select "HP ePrint", I can print to the printer without any problem.  I'm having a hard time pinpointing the root of the issue here and i do have a workaround in that HP ePrint works for word and excel. 

not sure if I mentioned this but I have checked and printer does have latest firmware installed.  any suggestions on how to move forward?

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jbar1974
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one other thing I just discovered through my own testing is this seems to be isolated to word and excel documents in mail.  I have several different emails on my phone: personal, exchange for work and regardless of which email account I use, I get the same outcome, blank pages once I select the printer in print options on the iphone.  However, I did pull up word documents in the word app and it printed fine via airprint.  not sure what to think now?

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A4Apollo
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@jbar1974, thanks for the reply,

As you mentioned you are unable to print from any email accounts. However, you are able to print using the word application.

 

According to apple's or HP website 8600 printer does not support air print.

 

Please use this link from apple website to know more details: http://hp.care/2dpQky4

 

Please use this link from HP website to know more details: http://hp.care/2dpRUQe

 

Let me know if you have any questions.

 

Have a great day!

A4Apollo
I am an HP Employee

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jbar1974
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I checked your link for HP airprinters and HP officejet 8600 printer series is listed and I can airprint everything but word and excel documents and it is only an issue from email attachments for some reason.  I've used airprint many times since we've had the printer and it is an airprint printer capable printer. 

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A4Apollo
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@jbar1974

 

As you mentioned 8600 series printer is listed on the support page. Can you please provide the model name or product number of your printer.  

Also, please try the step mentioned below and let me know if air print is listed on the page.

 

Identify the product IP address or host name.
If you do not know the IP address for the product, it is listed on the Configuration page. See the user guide that came with your product to see how to print a Configuration page from the control panel.
Open a Web browser.
In the Address or Go to field, type the IP address that is assigned to the product (for example, http://192.168.1.1) or the host name (for example; http://www.[your_server].com).

 

Please reply back with details.

 

Have a great day ahead.

A4Apollo
I am an HP Employee

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jbar1974
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it is the HP Officejet Pro 8600 Plus.  I typed in the IP address as below and the printer came up and everything is connected, on, etc.  Nothing on the site is giving me an indication of anything wrong. 

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A4Apollo
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@jbar1974! thanks for the reply,

 

Did you check if air print is listed on that page?

Since you are using 8600 plus which is not a compatible printer with AirPrint. 

There might be limited functionality.

However, you can contact HP phone support to perform extensive troubleshooting.

Please find the link to contact HP phone support: http://hp.care/2bkTGBQ

 

Keep me posted,

Have a great day!

A4Apollo
I am an HP Employee

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jbar1974
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Well, thanks HP and/or Apple for no longer supporting my printer. It's unfortunate and my printer still works great so even though it is not supported for AirPrint, i'I'll be keeping it. Thanks to all for your input and I hope this info is helpful to others that experience this issue
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