HP Eprint jobs are failing. Non-HP jobs are fine. How to troubleshoot?

[mrmuttz]

Hi There,

Our GCP implementation is working fine with other printers, but failing with all HP printers. Given that HP won't set the status accurately, how should we go about troubleshooting the problem? GCP can only return "submitted" on these jobs. No more visibility than that.

Is anybody else submitting jobs to eprint successfully? Could our submissions be malformed in some way (even though they work fine with non-hp printers)? How do you begin troubleshooting this problem when HP doesn't return a useful response to GCP?

-c.

[Somasundaram Meiyappan]

Hi,

I just tried to submit jobs to my Photosmart B110a through 'Cloud Printer for Mac' which uses GCP to submit through the printer's ePrint queue. And it prints successfully. I sent two jobs one with a proper job ticket inserted in the capabilities field and another with no specific ticket information i.e., an empty capabilities field. Both printed fine.

While you may have already done some of these below, you can try to find answers for the other questions below to troubleshoot this step-by-step:

1. Have you tried to send an email to the printer's email address (instead of using GCP) and see it printing?

2. Do you see an indication in the LCD that the HP printer is trying to pull the job? Please check the HP ePrint connection status in the HP printer.

3. Could there be any paper size (or page setting) conflicts in the jobs that you submit? Or is it only certain PDF files that do not print?

Sorry if that is not of much help.

Regards,
Somasundaram.

[Constantine Daicos]

Hi Somasundaram,

Kind thanks for your response. We're only pushing Text/HTML document
types to /submit and we're doing it with empty capabilities.
Everything was fine until August 9th. It was working on multiple hp
printers with five different models. Now they all fail (unless we just
email to them).

> 1. Have you tried to send an email to the printer's email address
> (instead of using GCP) and see it printing?

Jobs sent via email are working fine.

> 2. Do you see an indication in the LCD that the HP printer is trying to pull the job?
> Please check the HP ePrint connection status in the HP printer.

Connection status is good.

> 3. Could there be any paper size (or page setting) conflicts in the jobs that you submit?
> Or is it only certain PDF files that do not print?

We're submitting Text/HTML only, with nothing else specified. Could it
be that HP requires certain fields now? How would we know?

[Somasundaram Meiyappan]

Oh, ok. Both my jobs were converted into PDF before being submitted to GCP. I tried to submit a simple English text file to the printer through GCP and it printed fine too. Just as an experiment, if it is not difficult to try, can you please try to send a PDF file (that you have verified to print through ePrint's email address) to the ePrint queue through GCP?

BTW, I should mention that all the jobs that I printed to HP printers since July just report SUBMITTED in GCP job queue and PRINTED in HP ePrint Center.

You may also want to check if under the ePrint settings in 'HP ePrint Center', the 'Print jobs through Google Cloud Print' is indeed turned on.

Regards,
Somasundaram.

[Yuri Dolgov]

Hello Constantine,

thanks for reporting this issue, we were able to reproduce the problem and we are going to

work with HP in order to resolve it ASAP.

--
- Yuri

[Constantine Daicos]

Hi Yuri,

Thanks very much. Looking forward to the fix. Let me know if we can
help in some way.

-c.

[Yuri Dolgov]

Hey Constantine,

if you could provide us sample documents that you have problems with that might help.

We noticed that for some HTML documents the failure doesn't happen, once we have a

fix in place we want to somehow verify that it fixes the problem for you as well.

- Yuri

[Constantine Daicos]

Hi Yuri, hope you're doing well. Are we back yet?
-c.



On Thu, Aug 23, 2012 at 11:48 AM, Constantine Daicos <c...@daicos.org> wrote:
> Hi Yuri, try this. Please let us know if you've made any progress.
> -c.

[Yuri Dolgov]

Hey Constantine,

we are working on the proper fix of the issue, it seems to be some degradation on HP's side. Meanwhile

we will push a workaround on our side which should eliminate the problem for now. The workaround should

be pushed to production in a couple of days, I'll update the thread one it's live.

Thanks again for letting us know!

--
- Yuri

[Yuri Dolgov]

Hey Constantine,

the fix is pushed to production, let us know if you still have the problem is fixed for you.

On Mon, Aug 27, 2012 at 6:54 PM, Yuri Dolgov <ydo...@google.com> wrote:

Hey Constantine,

we are working on the proper fix of the issue, it seems to be some degradation on HP's side. Meanwhile

we will push a workaround on our side which should eliminate the problem for now. The workaround should

be pushed to production in a couple of days, I'll update the thread one it's live.

Thanks again for letting us know!

On Mon, Aug 27, 2012 at 12:25 PM, Constantine Daicos <c...@daicos.org> wrote:

Hi Yuri, hope you're doing well. Are we back yet?
-c.

On Thu, Aug 23, 2012 at 11:48 AM, Constantine Daicos <c...@daicos.org> wrote:
> Hi Yuri, try this. Please let us know if you've made any progress.
> -c.
>
>
>
> On Wed, Aug 22, 2012 at 8:50 PM, Yuri Dolgov <ydo...@google.com> wrote:
>> Hey Constantine,
>>
>> if you could provide us sample documents that you have problems with that
>> might help.
>>
>> We noticed that for some HTML documents the failure doesn't happen, once we
>> have a
>> fix in place we want to somehow verify that it fixes the problem for you as
>> well.
>>
>> - Yuri

--
- Yuri

--
- Yuri

[mrmuttz]

Hi Yuri, this is fixed now. Thank you very much. Any visibility on when HP will set GCP status accurately?

[Yuri Dolgov]

I'm afraid we will have to solve it from our side somehow, I will let you know once this is implemented,

but can't give you any estimation yet :(

[aperez...@stphiliptheapostle.org]

Hello,

Even though this is an old thread, we are encountering the same issues with our HP 600 GCP printer.

We are able to print to it via non HP ePrint AND HP ePrint (via the ePrint email address).  However, GCP shows "Error" for all print jobs sent to it.  Error in detail of the GCP item is "Job aborted in external service." 

This just started yesterday.  Since then, I have tried to remove and reshare the printer via GCP. No dice.  All GCP print jobs show the same error "Job aborted in external service" status.  Again, all jobs submitted via email to the ePrinter work.

Please advise.

Thanks!