HP Eprint Trouble Continues - InformationWeek
Government // Mobile & Wireless
04:02 PM
Lamont Wood
Lamont Wood

HP Eprint Trouble Continues

The services does work, except when it stubbornly refuses to do so. E-mail account configuration may have something to do with it.

The services does work, except when it stubbornly refuses to do so. E-mail account configuration may have something to do with it.In a December hands-on review of an HP ePrint machine, the Officejet Pro 8500A, I mentioned that I could not get the ePrint facility to work from my computer, and implied that there'd be updates as I tackled the problem.

Update: I tackled the problem some more, and still can't get ePrint to work. Judging by what I've seen on the HP discussion forums, I'm hardly alone.

Of course, ePrint is supposed to let you print (using common file formats) from anywhere in the world, as long as you can get online, as ePrint printers have their own e-mail addresses and can be attached directly to the Internet. HP's commercials show a baby in a walker whizzing down the highway to the house of the grandparents, where its picture rolls off the old folks' ePrint machine.

But instead of printouts, all I got was the same error message in bounced-back e-mails: "550 5.7.1 Command rejected." HP's service department pointed fingers at my router. However, when sending material to the machine from a Hotmail account (traversing the same router) ePrint worked as advertised.

Wondering if my e-mail ISP was blocking the e-mails from my machine, I recently contacted their customer service department and found someone who seemed to know what he was talking about. He pointed out that I use his service for incoming mail, but my out-going mail is routed through the SMTP of my premises' broadband provider. Perhaps the ePrint mail server is rejecting messages where the e-mail address and the SMTP address don't match.

Using Hotmail circumvented the problem, but did not seem like a solution.

I kept the separate e-mail ISP since I did not want to change an e-mail address that I had been using for 17 years. My wife's e-mail account, however, uses the same service for both inbound and outbound traffic. So I fired up her machine and e-mailed material to the ePrint device-and it printed.

So ePrint works. But I still can't use it. Hopefully, HP will get its act together soon. Meanwhile, anyone who intends to rely on ePrint better check their e-mail account before spending any money, or plan to skip desktop e-mail and use Hotmail or a similar service.

Finally, I need to make two points.

First, as mentioned in the December review, ePrint has a security feature that lets you filter what e-mail addresses can send material to your printer. I did not set this filter but no spam has shown up yet. Of course nothing I have sent to it from my main e-mail account has shown up yet, either. Perhaps the security is too good?

Second, the HP Officejet Pro 8500A is a fine MFP. The ePrint problems appear to stem from HP's print server in the cloud.

Comment  | 
Print  | 
More Insights
Threaded  |  Newest First  |  Oldest First
User Rank: Apprentice
10/10/2011 | 9:34:47 PM
re: HP Eprint Trouble Continues
although i agree that it is not very cool, its a configuration "error" on your side :(

The reason its not working is because of security.
HP does a check in dns for a spf record to find out if the ip the email comes from is allowed to sent for your domain. This is a measure to prevent spam because invalid ip's will not be accepted.
For the avarage user however this breaks functionality as the domain is maybe gmail or yahoo or informationweek.com, but they sent the email from their home using the ip given to them by the isp.

This leads to an error in the check. Although its totaly correct for mailservers to do this i find it really stupid of HP to implement it if they are going to sell this service to normal consumers.

Now the solution:
note all the ip's where you want to sent from on a note
Ask the sys admin who controls the domain/dns to ad a SPF record to the domain config and tell hime to include all ip's on the note.

Now if HP does the check it will pass.

How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of the Cloud Report
As the use of public cloud becomes a given, IT leaders must navigate the transition and advocate for management tools or architectures that allow them to realize the benefits they seek. Download this report to explore the issues and how to best leverage the cloud moving forward.
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of November 6, 2016. We'll be talking with the InformationWeek.com editors and correspondents who brought you the top stories of the week to get the "story behind the story."
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll