Android Device Printing Help & Support

HP provides a range of mobile printing options for Android devices.

If you are experiencing an issue sending a print job from your Android device via email to an ePrint-enabled printer, choose ePrint below for steps to resolve the issue.

If you are experiencing an issue sending a print job from your Android device to an HP printer on your local network, choose HP ePrint mobile app below for steps to resolve the issue.

Click the Plus (topic site plus sign) sign next to your printing method below for steps to resolve the issue:

ePrintePrint

After you have successfully registered your HP ePrint-enabled printer at ePrintCenter, when you try to print from your Android mobile device using your ePrint email address, the print job does not print.

ePrint icon

HP_ePrint_control_panel_logo

IMPORTANT: ePrint jobs might not print immediately. If an issue with the printer occurs, your print job will remain on the ePrint server for 24 hours. The server checks the printer's status regularly and will send the print job once the issue is resolved. If the issue is not resolved after 24 hours, the server deletes the print job.

Review this list of possible causes and solutions for this issue.

NOTE: 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.

ePrint has been turned off on the printerePrint has been turned off on the printer

The ePrint feature on the printer must be turned on to receive an ePrint job. On the printer control panel, turn the ePrint feature on, and then resend the print job.

You can't send an ePrint job via email from the HP ePrint mobile app You can't send an ePrint job via email from the HP ePrint mobile app

If you installed the HP ePrint mobile app on your mobile device, you have the option to send print jobs via email to any ePrint-enabled HP printer that you own or have been given access to.

Follow these steps to register your mobile device with ePrintCenter to enable sending ePrint jobs via email.

NOTE: Additionally, you must register at the ePrintCenter website to print Microsoft Office Word, Excel, or PowerPoint files from the HP ePrint mobile app.  

  1. On your mobile device, tap HP ePrint mobile app.

  2. Tap Settings, and then tap Registration.

  3. Type your email address, and then tap Send. HP ePrintCenter sends you an email that contains a PIN code.

  4. After you retrieve the code from the email, tap HP ePrint mobile app to open the app again, type the PIN, and then tap OK.

The ePrint service has an issueThe ePrint service has an issue

Cause: The ePrint job could not be printed due to a temporary issue with the ePrint service.

Solution: Try to send the print job again later.

An incorrect ePrint email address was usedAn incorrect ePrint email address was used

Make sure that you used the correct ePrint email address to send your print job. If you need to find your ePrint email address, go to ePrintCenter, click Help, and then click How do I find my printer's email address under the HP ePrint heading.

The ePrint-enabled printer's firmware might need an updateThe ePrint-enabled printer's firmware might need an update

Your printer might require a firmware update to enable ePrint. Follow these steps to update the printer firmware.

Method one: Get firmware updates from the printer control panel

From the printer control panel, check for and install any available printer updates. For specific steps to update your printer from the control panel, go to HP Customer Care, type your printer name in the window, and then search for 'Getting product updates'.

If your printer does not support checking for updates from the control panel, continue to the next method

.

Method two: Check for updated firmware on the HP website

  1. From the printer control panel, print a Printer Status Report or a Printer Quality Report, and then locate the firmware version number or date on the report.

  2. Go to HP Customer Care, and then type your printer number in the window.

  3. Click Next. If necessary, click your model in a list of similar printers.

  4. Click Software & Driver Downloads.

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

  1. Click the plus sign next to Firmware to view the latest firmware version available for your printer.

NOTE: If Firmware is not listed on the page, your printer is up to date. No further action is required.

  1. Compare the firmware version number on the report that you printed with the firmware version number on the HP website.

  • If the firmware version number or date on the Printer Status Report is the same as that on the HP website, your printer's firmware is up to date. No further action is required.

  • If the firmware version number on the Printer Status Report is different than that on the HP website, continue to the next step to download and install the firmware.

  1. Click More info, review the download options and information, and then click Download.

  2. Browse to the folder where you saved the firmware download file, and then double-click the file to launch the HP Firmware Download Utility. Follow the on-screen instructions to complete the installation. 

 

The ePrint-enabled printer is offline or has an errorThe ePrint-enabled printer is offline or has an error

Cause: There might be a hardware or 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.

If there are no control panel prompts, go to HP Customer Care, type your printer's name in the search field, and then browse for the support document that addresses the issue for your particular printer.

The ePrint-enabled printer is not connected to the InternetThe ePrint-enabled printer is not connected to the Internet
Make sure that the printer is connected to the Internet. If you are experiencing connectivity issues, go to Printer Does Not Maintain a Wireless Connection for detailed troubleshooting steps.
ePrint email attachments are not supported for printingePrint email attachments are not supported for printing

Make sure that the image and file types that you are trying to print are supported by ePrint.

ePrint supported document types are:

  • Microsoft Word

  • Microsoft Excel

  • Microsoft PowerPoint

  • .pdf

  • .txt

  • HTML

ePrint supported image and photo types are:

NOTE: Images must have a resolution of 100 dpi or higher. Otherwise the print job fails. You can open the image properties to check the resolution prior to sending the print job.

  • .jpg

  • .gif

  • .png

  • .tiff

  • .bmp

ePrint jobs are stuck in the print queueePrint jobs are stuck in the print queue

There might be print jobs stuck in the ePrintCenter print queue. Follow these steps to clear the print queue:

  1. Go to ePrintCenter, and then log in to 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.

The ePrint email included multiple recipientsThe ePrint email included multiple recipients

Cause: The ePrint service only accepts emails sent to a single recipient. This protects you from unintended printing. 

Solution: Try to resend the print job to only your ePrint email address.

You are not on the ePrint allowed senders listYou are not on the ePrint allowed senders list

Cause: The owner of the ePrint-enabled printer can choose to limit who can send print jobs to the printer. The print job fails if your email address is not on their Allowed Senders list.

Solution: Ask the owner to add your email address to their Allowed Senders list, and then try to email the print job again.

The ePrint job was canceledThe ePrint job was canceled

Cause: The print job might have been canceled at the printer control panel or from the ePrintCenter account.

Solution: After you have confirmed that the print job was canceled, try to resend the print job.

The ePrint-enabled printer is busyThe ePrint-enabled printer is busy

If your printer is busy with other jobs, your print job remains on the 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 ePrint-enabled printer is turned offThe ePrint-enabled printer is turned off

The printer must be turned on to receive and print an ePrint job.

The image quality is too low to use ePrintThe image quality is too low to use ePrint

Images and photos must have a horizontal and vertical resolution of 100 dpi (dots per inch) or higher. Otherwise the ePrint job fails. You can open the image properties to check the resolution prior to sending the print job.

The total size of the ePrint email exceeded the allowed limitThe total size of the ePrint email exceeded the allowed 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.

NOTE: You can include up to ten attachments in your ePrint email.

The ePrint email attachment contains a macro or a virusThe ePrint email attachment contains a macro or a virus

Cause: If one or more of the email attachments contain a macro or a virus, the print job fails.

Solution: Try scanning the attachments for viruses, and then remove any macros before trying to send the print job again.

The ePrint email has more than ten attachmentsThe ePrint email has more than ten attachments
You can include up to ten attachments in your ePrint email. Try resending the print job with ten or fewer attachments.
HP ePrint mobile appHP ePrint mobile app

After you have successfully downloaded and installed the HP ePrint mobile app on your Android device and then try to print again, the print job does not print.

HP ePrint mobile app icon

 

 ePrint mobile app

The HP ePrint mobile app lets you print from your mobile device in the following ways:

  • Option one: If you register your mobile device with ePrintCenter, you can print to any ePrint-enabled printer anywhere by sending print jobs via email.

  • Option two: Print directly to a supported HP printer that is connected to the same wireless network as your mobile device.

IMPORTANT: To print with the HP ePrint mobile app, you must have a supported HP printer. Go to Supported Printers for Cloud Services to see if your printer is supported. 

If you experience the issue when trying to print via email, review the ePrint troubleshooting section above.
If you experience the issue when trying to print to a printer on the same wireless network as your mobile device, review the following list of possible causes and solutions.
A 'No Printers Available' message displays on the mobile deviceA 'No Printers Available' message displays on the mobile device

When you try to print from your Android mobile device to your HP printer using the HP ePrint mobile app, your mobile device displays a 'No Printers Available' message

Follow these steps in the order presented to resolve the issue.

Solution one: Restart the router, the Android device, and the printer

  1. Turn off the router. Check with the router manufacturer for specific instructions on how to restart the device.

CAUTION: Do not reset the router.

  1. Turn off the printer and your Android device.

  2. Turn on the router. Wait 30 seconds to allow it to complete the setup process.

  3. Turn on the printer. Wait until the initialization process completes.

  4. Make sure that the printer is connected to the wireless network. 

  • If the printer is connected to the wireless network, continue to the next step.

  • If the printer is not connected to the wireless network, try printing a Network Configuration Report or a Wireless Test Report to check the status of the connection. If you still can't connect to the network, go to HP Customer Care, type your printer's name in the search field, and then browse for the support document that covers the issue.

  1. Turn on your mobile device, and then connect it to the same wireless network as the HP printer.

  2. Try to print.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Make sure that you are using the most current version of the HP ePrint mobile app

Follow these steps to make sure that you are using the HP ePrint mobile app, and that the app version is the most current.

Step one: Make sure that you are using the HP ePrint mobile app

Some Android apps are similar to the HP ePrint mobile app, but are not actually the HP ePrint mobile app. Make sure that the HP ePrint mobile app icon displays on your Android device.

 

HP ePrint mobile app icon

 

ePrint mobile app

Step two: Make sure that the HP ePrint mobile app is the most current version

  1. On your Android device home screen, tap Play Store, press the Apps button on the control panel, and then tap the My Apps icon.

  2. Check the top of the My Apps screen for the HP ePrint mobile app. If you see the app listed with Update highlighted in red, an update is available.

  • If an update is available, install it, and then try to print.

  • If an update is not available, or if you still cannot print after installing the update, continue to the next solution.

Solution three: Turn off Bluetooth on your Android device

Bluetooth is a wireless connection that might interfere with printing. Follow these steps to turn off Bluetooth on your mobile device.

  1. On your Android device home screen, tap Settings.

  2. Tap Wireless & Networks.

  3. Tap Bluetooth Settings, and then tap the checkmark in the box next to Bluetooth to turn off the connection.

  4. Try to print.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution four: Check connectivity

Follow these steps to check the network connections for your printer and your mobile device.

Step one: Check the printer network connection 

  1. From the printer control panel, print a Network Configuration Report or a Wireless Test Report. Consult your manual for steps if you are unsure how to print one of these reports.

  2. Check the status of the 802.11 wireless connection on the report. The status should say Connected, and the Network Name (SSID) should be the name of your wireless network. 

  • If the HP printer is connected to your wireless network, continue to the next step. 

  • If the HP printer is not connected to the correct wireless network, go to HP Customer Care, type your printer's name in the search field, and then browse for the support document on connecting your printer to a wireless network.

Step two: Make sure that your mobile device is connected to same network as the printer, and then move it closer to the router 

  1. On your mobile device, tap the Settings icon.

  2. Tap Wireless and networks, and then click WiFi Settings.

  3. Tap the Menu button, and then tap Advanced.

  4. Make sure that there is a checkmark next to Use static IP, and then check the number listed under IP address.

  5. Make sure that the first three sets of numbers of the IP address of your HP printer (found on the report you printed earlier) and the Android device match. For example, if the HP printer's  IP address is 192.168.1.xx, then the Android device IP address should be 192.168.1.xx. The last set of numbers, indicated by xx in the example, should not match.

  6. Move your mobile device closer to the router, but no closer than 6 feet (1.8 m).

  7. Try to print.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution five: Restart the Android device

Restart your mobile device, and then try to resend the print job.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution. 

Solution six: Try printing from another device or computer, and reset the printer

Step one: Try to print from another device or computer

Try to print from another networked device to the HP printer. Examples of networked devices include your computer or another Android device.

Step two: Reset the printer

  1. Make sure that the printer is turned on.

  2. With the printer turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Plug the power cord back into the wall outlet.

  5. Reconnect the power cord to the rear of the product.

  6. If the printer does not turn on by itself, press the Power button to turn it on.

  7. Try to print.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution seven: Reinstall the HP ePrint mobile app 

Some mobile printing issues can be resolved by uninstalling and reinstalling the HP ePrint mobile app. Follow these steps to reinstall the app on your mobile device.

Step one: Uninstall the HP ePrint mobile app

  1. Open the Manage Applications screen, and then tap Downloads.

  2. Tap HP ePrint mobile app, tap Uninstall, and then tap OK.

Step two: Prevent the app from syncing with your mobile device

  1. On your mobile device, tap Menu, and then tap Settings.

  2. Tap the checkbox next to Auto-Sync to remove the checkmark. 

Step three: Reinstall the HP ePrint mobile app

  1. Open the Google Play Store, and then find and tap HP ePrint mobile app.

  2. Tap Install, and then tap OK to download and install the app.

  3. Try to print.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution. 

Solution eight: Update your router's firmware

Check with the manufacturer of your router for an available firmware update, and for instructions on how to install it.

Solutions did not resolve the issue?

If you tried all of the preceding solutions in the order presented, and the issue is not resolved, go to HP Customer Care, type your printer model number in the search field, and then browse for the support document that addresses the issue.
 

The printer is not turned onThe printer is not turned on
Make sure that your HP printer is powered on before sending a print job from your mobile device.
The printer is offline or has an errorThe printer is offline or has an error

Cause: There might be a hardware or 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.

If there are no control panel prompts, go to HP Customer Care, type your printer's name in the search field, and then browse for the support document that addresses the issue for your particular printer.

The printer is not shared over the wireless networkThe printer is not shared over the wireless network
Make sure that the printer is connected to the same wireless network as your mobile device before sending a print job.
The printer does not maintain a wireless connectionThe printer does not maintain a wireless connection
Make sure that the printer is connected to the wireless network. If you are experiencing connectivity issues, go to Printer Does Not Maintain a Wireless Connection for detailed troubleshooting steps.
You can't send a print job via email to an ePrint-enabled printerYou can't send a print job via email to an ePrint-enabled printer

With the HP ePrint mobile app, you have the option to send print jobs via email to any ePrint-enabled HP printer that you own or have been given access to.

NOTE: Additionally, you must register at ePrintCenter to print web pages and Microsoft Office Word, Excel, or PowerPoint files from the HP ePrint mobile app.

Follow these steps to register your mobile device with ePrintCenter to enable sending ePrint jobs via email.

  1. On your mobile device, tap HP ePrint mobile app, tap Settings, and then tap Registration.

  2. Type your email address, and then tap Send. HP ePrintCenter sends you an email that contains a PIN code.

  3. After you retrieve the code from the email, tap HP ePrint mobile app to open the app again, type the PIN, and then tap OK.

The ePrint mobile app might need to be reinstalledThe ePrint mobile app might need to be reinstalled

Some mobile printing issues can be resolved by uninstalling and reinstalling the ePrint mobile app. Follow these steps to reinstall the app on your mobile device.

Step one: Uninstall the HP ePrint mobile app

  1. Open the Manage Applications screen, and then tap Downloads.

  2. Tap the HP ePrint mobile app icon, tap Uninstall, and then tap OK.

HP ePrint mobile app icon

 

ePrint mobile app 

Step two: Reinstall the HP ePrint mobile app

  1. Open the Google Play Store, and then find and tap HP ePrint mobile app.

  2. Tap Install, and then tap OK to download and install the app.

You can't print a web page with the HP ePrint mobile appYou can't print a web page with the HP ePrint mobile app
Web page printing with the HP ePrint mobile app is currently not supported in Android.
You can't print Microsoft Office files with the HP ePrint mobile appYou can't print Microsoft Office files with the HP ePrint mobile app

To print Microsoft Office Word, Excel, or PowerPoint files from your Android device, you must register your mobile device with ePrintCenter, and then create an account at the ePrintCenter website.

Step one: Register your Android device with ePrintCenter

  1. On your mobile device, tap HP ePrint mobile app, tap Settings, and then tap Registration.

  2. Type your email address, and then tap Send. HP ePrintCenter sends you an email that contains a PIN code.

  3. After you retrieve the code from the email, tap HP ePrint mobile app to open the app again, type the PIN, and then tap OK.

Step two: Create an ePrintCenter account 

If you have not already enabled Web Services on your ePrint-enabled printer, and if you have not registered at the ePrintCenter website, go to HP Customer Care, type your printer's model number in the search field, and then search for 'Getting started with ePrint'.

 
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