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The HP ePrint Print Job Did Not Print

This document is for HP ePrint-enabled printers.

When you use HP ePrint to send a print job to your printer’s email address, nothing happens or the print job fails.

This document assumes you have already registered your printer with the HP ePrint cloud printing service. If you have not yet registered, go to Getting Started with HP ePrint for more information.

HP ePrint is turned off on the printer

The HP ePrint feature is turned off on the printer.

Solution: On the printer control panel, turn on the HP ePrint feature, and then go to Getting Started with HP ePrint for the steps to register your printer, if you have not yet registered.

The printer is not connected to the Internet

To print with HP ePrint, the printer must be directly connected to a network with an active web connection, but a connection to the computer is not required.

Solution: Make sure that the printer is connected to a network with an active web connection.

If you are experiencing connectivity issues, go to Printer Does Not Maintain Wireless Connection for detailed troubleshooting steps.

My HP ePrint print job is taking too long to print

HP ePrint print jobs might not print immediately. Sometimes it can take several hours to print.

Solution: If your HP ePrint print job does not print within 24 hours, resend the print job.

If the HP ePrint print job does not print after you resend it, then there might be a temporary issue with the HP ePrint server. Try to send your print job again later.

The subject line of the email was blank

Blank subject lines can cause HP ePrint issues.

Solution: Make sure that there is text in the HP ePrint email's subject line.

Figure 1: Example of an HP ePrint email with a blank subject line

Image: Example of an HP ePrint email with a blank subject line

An incorrect HP ePrint email address was used

When you try sending your HP ePrint print job from your email account, the wrong printer email address might have been entered.

Solution: Make sure that you used the correct HP ePrint email address. Follow these steps to check your HP ePrint printer email address.

These steps apply to the United States, United Kingdom, France, Spain, and Germany.

  1. Go to HP Connected , and then log in to your account.

  2. Click the Devices tab. The ePrint email address displays below the name of your printer.

These steps apply to all countries/regions except the United States, United Kingdom, France, Spain, and Germany.

  1. Go to ePrintCenter , and then click Help.

  2. Click HP ePrint, click Using ePrint, and then click How do I find my printer's email address?.

The printer's firmware might need an update

Your printer might require a firmware update to enable HP ePrint.

Solution: Select one of the following methods to update the firmware:

Method 1: Get printer updates from the printer control panel

From the printer control panel, check for and install any available printer updates. If your printer does not have the option to check for firmware updates from the control panel, skip to the next method to download a firmware update from the HP website.

Method 2: Download the firmware update from the HP website

If your printer does not support checking for updates from the printer control panel, follow these steps to download a firmware update from the HP website.

  1. Go to HP Drivers & Downloads .

  2. If the Welcome to HP Support page opens, follow these steps:

    1. Type your printer model number.

    2. Click Go.

      You might need to select your printer model number from a list of similar printer models.

  3. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  4. Scroll down the page, and then click Firmware.

  5. Click Download, and then follow the on-screen instructions to download and install the firmware.

The printer is offline or has an error

There might be a hardware or network connectivity issue with the printer.

If there is an issue with the printer, your print job remains on the HP ePrint server for 24 hours. The server checks the printer status regularly and sends the print job once the issue is resolved. If the issue is not resolved after 24 hours, the server deletes the print job.

Solution: Check the printer control panel for any blinking lights or error messages, and then follow the control panel prompts to resolve the issue. You can also print a Network Configuration Page from the control panel to check the status of the network connection.

If you unable to restore network connectivity, go to HP Customer Care , type your printer number in the search field, and then browse for the support document that covers the issue.

The email attachments are not supported by HP ePrint

Some image and file types are not supported by HP ePrint.

Solution: Make sure that the image or document type that you are trying to print is supported by HP ePrint.

The following file types are supported by ePrint:

  • HTML files

  • Image files (.bmp, .gif, .jpg, .png, and .tiff)

  • Microsoft Excel* (.xls and .xlsx)

  • Microsoft PowerPoint (.ppt and .pptx)

  • Microsoft Word (.doc and .docx)

  • PDF files

  • Text files (.txt)

*HP recommends that you preview Excel files before printing from your mobile device.

The total size of the email or each attachment exceeded the 10 MB limit

There is a 10 MB limit to the content of each email. There is also a 10 MB limit to each attachment. Emails that exceed these limits do not print.

Solution: Make sure that the content of your email and each attachment is no more than 10 MB.

The email had more than 10 attachments

The email to your printer contained more than 10 file attachments.

Solution: Resend the HP ePrint email to your printer with 10 or fewer attachments.

An email attachment contains a virus or macro

One or more of the attachments may contains a virus or a macro.

Solution: Scan the emailn attachments for viruses using antivirus software, and then remove any macros before trying to resend the print job.

Image quality is too low

Low resolution photos and images can cause an HP ePrint print job to fail.

Solution: Photos and images must have a horizontal and vertical resolution of 100 dpi (dots per inch) or higher. You can open the image properties to check the resolution prior to sending the print job.

HP ePrint print jobs are stuck in the print queue

There might be print jobs stuck in the print queue.

Solution: Choose one of the following options to clear the print queue.

Option 1: Clear the print queue from the HP website

Select an option depending on your country/region, and then follow the steps to clear the print queue.

These steps apply to the United States, United Kingdom, France, Spain, and Germany.

  1. Go to HP Connected , and then log in to your account.

  2. Click the Collections tab.

  3. Click the checkbox that selects all of the items in the print queue, and then click Delete. The items are removed from the print queue.

    NOTE: If the Delete selected file? dialog box displays, click OK.

These steps apply to all countries/regions except the United States, United Kingdom, France, Spain, and Germany.

  1. Go to ePrintCenter and log into your account.

  2. Click the tab at the top of the page with the name of your printer.

  3. In the Recent Print Jobs section, click View Job History.

  4. Click Cancel next to the print job that you want to clear from the queue. Repeat this step for any other print jobs in the list.

Option 2: Clear the print queue from your mobile device

Follow these steps for your mobile device.

Apple mobile devices

Sometimes print jobs get in the print queue. Follow these steps to open Print Center on your Apple mobile device and clear the print queue.

If you are not using the latest version of iOS, the steps below might not match. To download the most recent version on your mobile device, tap Settings, tap General, and then tap Software Update.

  1. On the Apple mobile device, double-click the Home button (), and then swipe to the right to display the Print Center app preview.

    If you are unable to view the Print Center app preview, your print queue is empty.

  2. Tap the Print Center app preview to open the print queue.

    • If there is only one print job in the print queue, the Print Summary window opens.

    • If there is more than one print job in the print queue, the Print Order window opens.

  3. To clear the print queue, tap the first print job in the Print Summary or Print Order window, and then tap Cancel Printing.

    Wait for the print job to cancel before you continue to the next step.

  4. Repeat these steps for each print job in the Print Order window.

Android mobile devices

Sometimes print jobs get in the print queue. Follow these steps to open the HP ePrint app on your Android mobile device and clear the print queue.

  1. Open the notification area of the device, and then tap the HP ePrint mobile app.

    Figure 2: HP ePrint mobile app

    Image: HP ePrint mobile app
  2. Tap Cancel All to remove the print job(s) from the print queue.

You are not on the printer's allowed senders list

The owner of an HP ePrint-enabled printer can specify who can send print jobs to the printer. If the owner did not add you to an allowed senders list, you cannot send a print job to that printer.

Solution: Ask the owner of the printer to add your email address to the allowed senders list, and then email the print job again.

The printer is busy

The HP ePrint-enabled printer is currently busy printing other jobs.

Solution: If your printer is busy with other jobs, your HP ePrint print job remains on the HP ePrint server for 24 hours. The server checks the printer's status regularly and sends the print job once the printer is available. If the printer does not become available after 24 hours, the server deletes the print job.

Save paper and ink by waiting for the print job to print, rather than resending the print job which might result in the print job printing twice.

The printer is turned off

The HP ePrint-enabled printer is turned off.

Solution: Turn on the printer to receive and print HP ePrint print jobs.

Related links

See What Are the Differences Among Mobile Printing Solutions Supported by HP? for more information on other mobile printing solutions.

If your printer is having other problems unrelated to HP ePrint, go to the printer support home page , and then search for the exact symptom or error message on the printer control panel or computer.

If you have problems connecting your printer to your wireless network, go to the HP Wireless Printing Center , where you can find information on preparing your wireless network, setting up your printer, and reconfiguring your system.

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