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HP LaserJet Pro M1217nfw Multifunction Printer support

Why Are My ePrint Jobs Not Printing?

  • PrintPrint

Issue

After you register your ePrint-enabled printer, you try to send a print job from your mobile device to your printer's email address, but the print job does not print.
This document applies only to the HP ePrint cloud printing service and assumes you have already registered your printer with the service. Go to Getting Started with ePrint for more information.

Causes and solutions

Review the following list of possible causes and solutions for this issue. Some of these solutions require interacting with the printer. If you are away from your printer, enlist the help of someone who has access to it.
Important: ePrint jobs might not print immediately. If there is an issue with the printer, your print job remains on the 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.
The ePrint feature is turned off on the printer.
Solution: On the printer control panel, enable Web Services, and then do one of the following actions:
  • If you enable Web Services within 24 hours from the time that you first sent the print job, wait. The ePrint server tries to resend the print job for up to 24 hours from the time that you first sent the print job.
  • If you enable Web Services after the 24-hour window, resend the print job. Follow these steps to resend the print job from your HP Connected account:
    1. Sign in to your HP Connected account at HP Connected , and then click the Collections tab.
    2. Click PRINTING, click All Printers, and then select the printer to which the file was sent. The print history displays.
      NOTE:Items in your print history expire 30 days after they arrive. If you download, share, or reprint a file, the file remains in the print history for another 30 days.
    3. Select the file you want to print, and then click Print. The Print from HP Connected window opens.
    4. From the Print from HP Connected dialog box, select the printer you want to print from, click the options for printing, and then click Print.
The print job could not print due to a temporary issue with the ePrint server.
Solution: Try sending your print job again later.
Blank subject lines can cause ePrint issues.
Solution: Make sure that there is text in the email's subject line.
ePrint jobs might not print immediately. Sometimes it can take several hours to print.
Solution: If your ePrint job does not print within 24 hours, resend the ePrint job.
When you tried sending your ePrint job, the wrong printer email address might have been entered.
Solution: Make sure that you used the correct email address for your ePrint printer.
If you need to find your ePrint printer's email address, sign in to HP Connected , and then click Devices. The Devices page opens and displays the current ePrint email address of the printer.
Your printer might require a firmware update to enable ePrint.
Solution: Choose one of the following methods to update the firmware.
From the printer control panel, check for and install any available product updates. If your HP printer does not support checking for updates from the control panel, use the method to download the firmware from the HP website.
  1. 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.
  2. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  3. Scroll down the page, and then click Firmware.
  4. Click Download, and then follow the on-screen instructions to download and install the firmware.
There might be a hardware or network connectivity issue with the printer.
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 HP printer control panel to check the status of the network connection.
If there are no control panel prompts, or if you cannot restore connectivity, go to the support page for your printer . If prompted, enter your printer name and model number in the search box. You can then search your printer's home page for the document that covers the issue.
The HP printer is not connected to the Internet.
Solution: Make sure that the printer is connected to a wireless network with access to the Internet. Follow these steps to troubleshoot the printer's wireless connection:
NOTE:To print with ePrint, the printer must be on a wireless network with an Internet connection, but a connection to the computer is not required.
  1. Search your printer's home page for the document about troubleshooting wireless connection issues.
Some image and file types are not supported by ePrint.
Solution: Make sure that the image or document type that you are trying to print is supported by ePrint.

ePrint supported document types

  • Microsoft Word
  • Microsoft PowerPoint
  • Microsoft Excel*
  • .pdf
  • .txt
  • HTML
*HP recommends that you preview Excel files before printing from your mobile device.

ePrint supported image file types

  • .jpg
  • .gif
  • .png
  • .tiff
  • .bmp
NOTE:Images must have a resolution of 100 dpi or higher. Otherwise the print job will fail. You can open the image properties to check the resolution prior to sending the print job.
There might be print jobs stuck in the print queue.
Solution: Choose one of the following options to clear the print queue.
  1. Sign in to HP Connected , and then click the My Stuff tab.
  2. Click Print History, click All Printers, and then select the printer's email address to which the file was sent. A list of files display in the Print History.
  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.
Follow these steps for your mobile device.
  1. Press the Home button () twice to open a list of recently used applications.
  2. Tap Print Center.
    NOTE:Print Center is strictly a status monitor for print jobs, and only displays while a print job is being sent to the printer.
    Figure 1: Print Center displays in the recently used applications
    Image: Print Center displays in the recently used applications
  3. Tap the print job, and then tap Cancel Printing. Repeat this step for any other print jobs in the 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 from the print queue.
The owner of an ePrint-enabled printer can specify who can send print jobs to their printer. If the owner did not add you to an allowed senders list that they created, you cannot send a print job to that printer.
Solution: Ask the owner of the printer to add your email address to their allowed senders list, and then email the print job again.
The print job might have been canceled at the printer control panel or from the HP Connected account.
Solution: After confirming that your ePrint job was canceled, resend the print job.
The ePrint-enabled printer is currently busy printing other jobs.
Solution: If your printer is busy with other jobs, your ePrint job attempts to print 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 stores the print job for 30 days in Print History.
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 ePrint-enabled printer is turned off.
Solution: The printer must be turned on to receive and print an ePrint job.
Lower resolution photos and images can cause an ePrint 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.
There is a 10 MB limit to the size of the email, and a 10 MB limit for each attachment. You can send a maximum of ten attachments in a single email.
Solution: Make sure that the content of your email and each attachment is no more than 10 MB.
One or more of the attachments contains a virus or a macro.
Solution: Try scanning the attachments for viruses, and then remove any macros before trying to resend the print job.
The email to your printer contained more than ten file attachments.
Solution: Resend the ePrint email to your printer with ten or fewer attachments.

Related links

Looking for another mobile printing solution?
Click here for more information on other mobile printing options .
Having general printing problems unrelated to HP ePrint?
Click here to return to the printer support home page , and then search for the exact symptom or error message on the printer control panel or computer.