Jump to content

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

Troubleshooting Print App Issues

  • PrintPrint

Introduction

This document describes the issues that can occur with Print Apps 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.

Troubleshooting Print Apps

One of the following issues can cause this error message:
  • The HP printer is not connected to a network with direct Internet access.
  • The HP ePrint service is unavailable.
  • Your HP printer needs a firmware update.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Touch 'Retry' to try opening the Print App again

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

Solution two: Try to open the Print App later

Try to open the Print App later when the 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
  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. Click here to go to the HP Customer Care website , 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
  1. If prompted, enter your printer model number, click Next , and then click Drivers .
  2. On the Drivers & Downloads page, select your operating system, and then click Next .
  3. Scroll down the page, and then click Firmware .
  4. Click Download next to the firmware update, and then follow the on-screen instructions to download and install the firmware.
  • 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 step to download and install the firmware.
Step 3: Download and install the firmware
  1. On the Software and Driver Downloads page, click Firmware .
  2. Click Download .
    NOTE: You can click the More details link for an overview of the firmware update utility, step-by-step instructions on how to download and install the firmware update utility, and the system requirements for installation.
  3. Browse to the folder on your computer where you saved the firmware download file, and then double-click the file to launch the HP Firmware Download Utility.
  4. Follow the on-screen instructions to complete the installation.

Solution four: Troubleshoot wireless connection issues

If none of the previous solutions resolved the issue, see 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 Print Apps from the printer control panel.

Solution

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.
If your HP printer is not connected to the Internet, only the Quick Forms Print App displays in the Apps section on the control panel. Quick Forms is a special Print App that is stored on your HP printer. Quick Forms is always available regardless of your HP printer's Internet connection status.
NOTE:This issue occurs only on HP printers that have a printer control panel.

Solution

See Printer Does Not Maintain Wireless Connection for troubleshooting steps.
These issues can occur for the following reasons:
  • There is a problem with your Internet service provider.
  • The HP ePrint service is unavailable.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Close and reopen the Print App

Close the Print App, and then reopen the Print App.

Solution two: Try to open the Print App later

Try to open the Print App later. The HP ePrint service might not be available at this time.

Solution three: Remove and reinstall the Print App

Follow these steps to remove and reinstall the Print App.
Step 1: Remove the Print App
These steps apply to the United States, United Kingdom, France, 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 Print App
These steps apply to the United States, United Kingdom, France, 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 re-enable Web Services on your HP printer.
NOTE:Disabling and 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
Click your printer type for more information.
The steps to disable Web Services vary by HP printer model.
  • 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.
Depending on the printer model, use the Disable Web Services option available under the Setup menu, or via the ePrint button ( ) on the printer control panel.
  1. Print a configuration report from the printer control panel.
    For most printers, you print a configuration report through the Setup ( ) menu. Click here to go to the HP Customer Care website , enter your printer, and then search for "Configuration Report " or "Configuration Page " to find the specific steps for your printer.
  2. Find the HP printer's IP address on the configuration report.
  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.
      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
  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:The page might take a while to print.
  2. Make a note of the printer or 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, 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, 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

See Printer Does Not Maintain Wireless Connection for troubleshooting connectivity issues.

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 Print App, 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, 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, click HP Customer Care Web site , 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.
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