Jump to content

HP Photosmart 5510 e-All-in-One Printer - B111a support

Troubleshooting Issues with HP ePrint Printables

  • PrintPrint
This document is for HP ePrint-enabled printers that support HP Printables.
This document describes issues that can occur with Printables and how to troubleshoot them.
Important: Before you can use any Printables, your HP printer must be connected to a network with an active Internet connection. Printables do not work if your HP printer is not connected to the Internet.
One of the following issues can cause this error message:
  • The HP printer is not connected to a network with an active web connection.
  • The HP ePrint service is temporarily unavailable.
  • Your HP printer needs a firmware update.
Try the following solutions to resolve the issue.

Solution one: Touch 'Retry' to open the Printable

On the printer control panel, touch Retry to open the Printable again.
This solution applies only to HP printers with a touch screen display.

Solution two: Try to open the Printable later

Try to open the Printable later when the HP ePrint service is available.

Solution three: Update the printer firmware

Follow these steps to update the HP printer firmware. The way to perform a firmware update varies by HP printer.
For most printers, you obtain the firmware update through the printer control panel. Click here to go to the HP Customer Care website , enter your printer name, and then search for "Getting Product Updates" to find the specific steps for your printer.
Follow these steps to update the HP printer firmware.
Step 1: Check the firmware version currently installed on the printer
Check the firmware version to make sure that your printer has the most up-to-date functionality.
  1. Load letter or A4 unused, plain white paper into the input tray.
  2. Print a Configuration Report from the printer control panel.
    For most printers, you print a Configuration Report through the Setup () menu. Go to HP Customer Care , enter your printer, and then search for "Configuration Report" or "Configuration Page" to find the specific steps for your printer.
  3. Find the firmware version number (same as the firmware datecode) on the report, and then continue to the next step.
Step 2: Check for updated firmware
Check the firmware version to make sure that your printer has the most up-to-date functionality.
  1. Check the instructions on the page, and then click the Plus sign () next to the correct heading for additional instructions:
      1. Type your printer number in the window.
      2. Click Next. If necessary, click your model in a list of similar printers.
      3. Click Software and Driver Downloads.
      4. Click the drop-down arrow (), and then click your operating system.
      5. Continue to the next step.
      1. Click the drop-down arrow (), and then click your operating system.
      2. Click Next. If necessary, click your model in a list of similar printers.
      3. Continue to the next step.
  2. Click the Plus sign () next to Firmware to view the latest firmware version available for your printer.
  3. Compare the firmware version number on the report you printed in the previous step with the firmware version number on the HP website.
  • If the firmware version number on the Configuration Report is the same as the firmware version number on the HP website, your printer firmware is up to date. No further action is required.
  • If the firmware version number on the Configuration Report is different than the firmware version number on the HP website, continue to the next solution.

Solution three: Troubleshoot wireless connection issues

If none of the previous solutions resolved the issue, go to Printer Does Not Maintain Wireless Connection for more troubleshooting steps.
This error message occurs because your HP printer no longer supports customizing Web content and Printables from the printer control panel.
This information applies to the United States, United Kingdom, France, and Germany.
Log into your account at HP Connected to customize Web content and Print Apps.
This information applies to all countries/regions except the United States, United Kingdom, France, and Germany.
Log into your account at HP ePrintCenter to customize Web content and Print Apps.
If your HP printer is not connected to the Internet, only the Quick Forms Printable displays in the Apps section on the control panel. Quick Forms is a special Printable that is stored on your HP printer. Quick Forms is always available regardless of your printer's Internet connection status.
This issue occurs only on HP printers that have a printer control panel.
For the steps to resolve issues with the printer's Internet connection, go to Printer Does Not Maintain Wireless Connection .
These issues can occur for the following reasons:
  • There is a problem with your Internet service provider.
  • There might be a temporary issue with the HP ePrint server.

Solution one: Close and reopen the Printable

Close the Printable, and then reopen the Printable.

Solution two: Try to open the Printable later

Try to open the Printable later. There might be a temporary issue with the HP ePrint server at this time.

Solution three: Remove and reinstall the Printable

Sometimes it is necessary to remove, and then reinstall the Printable.

Step 1: Remove the Printable

Follow these steps to remove an HP Printable.
These steps apply to the United States, United Kingdom, France, Spain, and Germany.
  1. Go to HP Connected , and then sign in to your account.
  2. Click Services, and then click Printables.
  3. Click Settings below the Printable that you want to remove.
  4. Click the Down Arrow () next to Scheduled printing is ON, click Remove from My Printables, and then click Save.

Step 2: Reinstall the Printable

Follow these steps to reinstall an HP Printable.
These steps apply to the United States, United Kingdom, France, Spain, and Germany.
  1. Go to HP Connected , and then sign in to your account.
  2. Click Services, and then click Printables.
  3. Click the Printable that you want to add to your printer, and then click Schedule this Printable.
  4. Click Continue, select your preferred subscription settings, and then click Save.

Solution four: Disable and re-enable Web Services on the printer

Follow these steps to disable, and then re-enable Web Services on your printer.
Disabling and then re-enabling Web Services deletes the custom email address that you might have set up for your HP printer in the HP ePrint service.

Step 1: Disable Web Services

Select your printer type, and then follow the steps to disable Web Services.
The steps to disable Web Services vary by printer model. If none of the steps provided work for your specific model, open your printer's Embedded Web Server to disable Web Services as seen in the LaserJet section of this document.
  • On the printer control panel, press or touch Setup (), select Wireless, select Web Services, and then select Disable Web Services.
  • On the printer control panel, press or touch Setup (), select Web, and then select Disable Web Services.
  • On the printer control panel, touch the Web Services icon (), touch Web, and then touch Disable Web Services.
  • HP Photosmart eStation All-in-One only
    1. Touch Menu (), touch Settings, and then touch Web Services.
    2. Touch the checkbox next to Web Services to uncheck it, and then touch Yes when prompted.
The steps to disable Web Services vary by printer model. If none of the steps provided work for your specific model, open your printer's Embedded Web Server to disable Web Services as seen in the LaserJet section of this document.
Depending on the printer model, use the Disable Web Services option available under the Setup or ePrint () menu on the printer control panel.
The steps to disable Web Services vary by printer model. If none of the steps provided work for your specific model, open your printer's Embedded Web Server to disable Web Services.
  1. Print a configuration report from the printer control panel.
    For most printers, you can print a configuration report through the Setup () menu.
    If you cannot print a configuration report from the control panel, go to HP Customer Care , type your printer model, and then search for Configuration Report or Configuration Page to find the specific steps for your printer.
  2. Find the printer's IP address on the configuration report.
    Figure 1: Example of an IP address
    Image: Example of an IP Address
  3. On your computer, open a web browser, type the IP address into the address line, and then press Enter. The Embedded Web Server (EWS) opens.
    NOTE:Type the IP address exactly as it displays on the configuration report, for example: 192.168.X.XXX (where 'xxx' represents any number between 0 and 255).
      If the message 'There is a problem with this website's security certificate' displays in the web browser when you try to open the Embedded Web Server (EWS), or when you navigate within the EWS, click ' Continue to this website (not recommended)'.
      NOTE:Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the EWS for your HP printer. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.
      If the browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.
  4. In the EWS, click the HP Web Services tab.
  5. Select the option to disable Web Services.

Step 2: Re-enable Web Services

You must re-enable Web Services on your printer to use Printables. After you enable Web Services, an information page prints. The page contains the printer claim code that you use to register your printer in the next step.
  1. Re-enable Web Services by following the same steps you used to disable it. When you re-enable Web Services, an information page prints.
    NOTE:For security purposes, the claim code expires 24 hours after the information sheet prints. Print the information sheet again if you need to re-enable the claim code for another 24 hours.
    Figure 2: Example of an information page with the claim code
    Image: Example of an information page with the claim code
  2. Make a note of the printer claim code on the information page, and then continue to the next step.

Step 3: Register your printer

These steps apply to the United States, United Kingdom, France, Spain, and Germany.
At HP Connected, you can manage your print jobs and change your ePrint settings. When you register at HP Connected, your printer's unique email address is provided to you. Follow these steps to register at HP Connected.
  1. Go to HP Connected , and then click Sign Up.
  2. Enter your information in the text fields, click the checkbox to accept the terms of use, and then click Create Account.
  3. On the Welcome to HP Connected window, click Continue.
  4. Click the Devices tab (if not already selected).
  5. Click Add a Device.
  6. Type the printer's claim code found on the Web Services confirmation page, and then click Add.
  7. Click OK. The You have successfully added your printer window opens.
    NOTE:HP sends an email to the account you used during the registration process. Open the email, click Confirm email address, and then sign in to HP Connected to complete the verification step.
  8. Continue to the next step to customize your printer's email address (optional).

Step 4: Customize the printer email address (optional)

These steps apply to the United States, United Kingdom, France, Spain, and Germany.
The ePrint system generates a unique email address for your printer, but you can change the address to one that is easier to remember. Follow these steps to customize your printer's email address.
  1. Click the Devices tab.
  2. Next to the icon for your printer, click Settings.
  3. Under the printer's current ePrint email address, click Change Email.
  4. Type a new email address in the text box, and then click Save.
    • If the email address is available, your settings update immediately.
    • If the email address is not available, try to check for another email address or click one of the suggested addresses, and then click Save.
  5. Inform any allowed senders of the new ePrint email address.

Solution five: Check the network ports

If you are using your HP printer in a business environment, issues can occur if certain router ports have been closed by your network administrator. If the ports are closed, the HP printer cannot initiate outward connections to the Web Services servers. Check with your network administrator and confirm that ports 80, 443, 5222, and 5223 are open. When those ports are open, the HP printer connects with the Web Services servers.
NOTE:Do not use port forwarding to open any ports to external communication from the Internet to your printer. Doing so is a security risk and is unnecessary. Web Services connections are initiated by the HP printer from your network to the Web Services servers. Print data is transferred back to the HP printer through the connection that is initiated by the HP printer.

Solution six: Check the wireless connection

To print an HP Printable, the printer must be directly connected to a network with an active web connection, but a connection to the computer is not required. Make sure that the printer is connected to a network with an active web connection.
The following tips can help you troubleshoot and avoid wireless connectivity issues. You can try these tips separately or in combination to get a successful wireless signal.
  • Move the printer and the computer closer to the access point (router), but no closer than 6 ft (1.8 m). Wireless signals can be weaker at greater distances between the printer and the router.
  • If you are experiencing a slow or intermittent wireless connection, try restarting your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.
  • Make sure that the printer is connected to the same network as the computer.
  • Remove any metal objects between the printer, the computer, and the access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless transmission.
  • Move any device that emits radio signals, such as microwaves and cordless telephones, farther away from the printer. Such devices can interfere with wireless signals.
If you continue to experience connectivity issues, go to Printer Does Not Maintain Wireless Connection for detailed troubleshooting steps.

Solution seven: Update the router firmware

Check with the router manufacturer for instructions on how to update your router with the most recent firmware.
For questions or help with any purchases that you made with a Printable, contact the company from whom you made the purchase. Follow these steps to find the company's contact information.
These steps apply to the United States, United Kingdom, France, Spain, and Germany.
  1. Go to HP Connected , and then sign in to your account.
  2. Click Services, and then click Printables.
  3. Click the name of the company that created the Printable, find the company's contact information, and then contact the company.
    NOTE:If you have contacted the Printables company, but did not get your issue resolved and want to pursue the issue further, contact HP.To contact HP, go to HP Customer Care , click Contact HP at the top left of the page, and then click one of the options under How to Contact HP.
These steps apply to all countries/regions except the United States, United Kingdom, France, Spain, and Germany.
  1. Sign in to your ePrintCenter account at HP ePrintCenter .
  2. Click the Printers tab, and then click My Print Apps.
  3. Open the Print App, and then click Help or the Help icon ( ).
  4. Find the company's contact information, and then contact the company.
    NOTE:If you have contacted the Print App company, but did not get your issue resolved and want to pursue the issue further, contact HP.To contact HP, go to HP Customer Care , click Contact HP at the top left of the page, and then click one of the options under How to Contact HP.
The HP printer pauses when the content for the next page is downloading from the Internet. During this pause, the print progress bar might disappear until the next page starts printing. Wait until all pages have printed before launching other Print Apps.
NOTE:If you print from your computer while printing a multi-page Print App document, the Print App pages might mix with the pages of the computer document. Either wait until your Print App has finished before printing from the computer, or separate the pages when both print jobs are complete.

Related links

If your printer is having other issues not addressed in this document, see the related links below for more information.
HP Photosmart 5510 e-All-in-One Printer - B111a

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP on YouTube