HP LaserJet Pro MFP 4101, HP LaserJet Enterprise, HP PageWide Enterprisen - A "Mail System Error Returned Mail" message received or the ePrint job did not print

When trying to email a print job to the printer, the print job fails, or a "Mail System Error Returned Mail" error message is received. Review the solutions in this document for possible issues with the printer, ePrint, email or attachment, or the mobile device.

This document applies to HP printer models that include the HP ePrint via email feature and that have been successfully registered at HP Smart.

IMPORTANT:

ePrint jobs can take a few minutes to print. If there is an issue with the HP printer, such as no paper or if the printer is offline, the print job will stay on the ePrint server for 24 hours. The server will check the HP printer's status regularly. After 24 hours, the server will delete the print job.

NOTE:

This document does not apply to Apple AirPrint. For information about other ePrint and mobile printing solutions, go to HP LaserJet Enterprise, HP PageWide Enterprise - Wireless printing from a laptop, phone, or tablet.

NOTE:

Some of the following solutions include steps to physically interact with the HP printer. If you are away from the HP printer, you need to enlist the help of someone who has access to the HP printer.

Printer issues

Check the following causes and solutions to help resolve possible issues with the printer.

The printer is turned off

Solution: Press the Power button or switch to turn on the HP printer.

The printer is offline

Solution: Check the HP printer control panel to make sure that it is online. You can also print a network configuration page from the HP printer control panel to check the status of the printer.

The ePrint feature is turned off on the printer

Solution: Turn the ePrint feature on and then resend the print job. For some printers you can do this on the HP printer control panel, but for others, you must use the Embedded Web Server (EWS).

The firmware on the HP printer is not current

If you have an HP LaserJet Enterprise or HP PageWide Enterprise printer, make sure the firmware is up-to-date.

Solution: For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

The HP printer experienced an error and requires attention before it can print

Solution: Check for any errors displayed on the HP printer control panel and then follow the control panel prompts to resolve the issue.

If there are no control panel prompts, go to support.hp.com, type the printer model in the search field, and then browse for the support document that covers the issue.

The printer is busy printing other jobs

If the HP printer is busy, print jobs will stay on the ePrint server for 24 hours. The server will check HP printer's status regularly and will resend the print job when the printer is not busy. After 24 hours, the server deletes the print job. If you resend the print job before the printer is ready, the print job will not print immediately, but might print twice later.

Solution: Wait for the print job to print to help save paper and toner.

ePrint issues

Check the following causes and solutions to help resolve possible issues with ePrint.

Your email address is not on the Allowed Senders List

If you do not have permission to use the HP printer, you can try to email a print job, but the printer will not receive it. Your email address must be on the HP printer's Allowed Senders List (created by the owner of the HP printer) in order to email a print job to the printer.

Solution: Ask the owner of the HP printer to add your email address to the Allowed Senders List and then try again to email the print job.

The print job was canceled by the printer owner

A user at the HP printer, or the owner of the printer, canceled the print job.

Solution: Try again to email the print job.

The ePrint service has an issue

The print job could not be printed at this time due to an issue with the ePrint service.

Solution: Send the print job again at a later time.

Email or attachment issues

Check the following causes and solutions to help resolve possible issues with the email or attachment.

The email address is incorrect

The HP printer's email address might have been entered incorrectly.

NOTE:

ePrint does not allow auto-forwarding at this time.

Solution: Check the HP printer's email address.

The email was sent to multiple printers or recipients

HP's ePrint service only accepts emails sent to a single recipient. This protects you from unintended printing.

Solution: Resend the email to only one HP printer, or remove any added recipients.

The attachments are not a supported file type

One or more of the attachments are a file type that is not supported by ePrint.

Solution: Make sure that the attachments are one of the following supported file types:

Text files (.txt)
PDF files
HTML files
Microsoft Word (.doc and .docx)
Microsoft PowerPoint (.ppt and .pptx)
Microsoft Excel* (.xls and .xlsx)
Image files** (bmp, gif, jpg, png, and tiff)

*_{HP recommends that you preview Excel files before printing.}

**_{Image files that you submit as attachments print by default on 101.6 x 152.4 mm (4 x 6 in) photo paper from the photo tray. The printer owner can select a different paper tray from the printer control panel.}

The email has more than ten attachments

More than ten file attachments will cause a print job to fail.

Solution: Send ten or fewer attachments per email.

The total size of the email or each attachment exceeded the 5 MB limit

There is a 5 MB limit to the content of each email. There is also a 5 MB limit to each attachment. Emails that exceed these limits do not print.

Solution: Make sure that the content of your email and each attachment is no more than 5 MB.

The email had an attachment but did not have text in the body of the email

If the email had an attachment but did not have text in the body of the email, you might receive an error "Your print job was received, but could not be printed."

Solution: Add text in the body of the email and then try again to send the print job and attachment.

An email attachment contained a virus or macro

Attachments that contain a virus or a macro will cause the print job to fail.

Solution: Scan the attachments for viruses and then remove any macros.

Photo quality is too low

Low quality photos can cause a print job to fail.

Solution: Send only photos that have a horizontal resolution and a vertical resolution of more than 100 dpi. You can open the photo's properties to check the width and length.

Workaround: To print a photo or image that is less than 100 dpi horizontally and vertically, insert the image file into a Word document and save it. Then try again to email the print job with the Word document attached. Your image will print on paper from the HP printer's main paper tray.

Mobile device issue

Check the following causes and solutions to help resolve possible issues with the mobile device.

Print jobs are stuck in the print queue (iOS devices only)

There might be other print jobs stuck in the print queue on your Apple mobile device.

Solution: Follow these steps to clear the print queue:

On your iOS device, press the Home button twice. A dock displays a list of recently used applications, including Print Center.

NOTE:
Print Center is strictly a status monitor for print jobs that displays only when you email a print job to the HP printer.
Tap the Print Center icon. The Print Order screen displays.
Tap the print job and then tap Cancel Printing. Repeat this step for any other print jobs in the queue.
Press the Home button to return to the Home screen.

https://support.hp.com/

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