Solve Printing Problems
If you cannot print from the smartphone or printing does not give the desired results, try these fixes.
Cause 1.
The printer is in a state where printing is not possible.
Remedy
Confirm that the power of the printer is ON, that the printer is online, and that the printer can print (that the LPD (LPR) print settings are enabled).
The confirmation method differs for each printer model. For details, refer to the manuals provided with the printer.
Cause 2.
Printing from the printer is limited to user authenticated printing.
Remedy
Set the correct user name and password in [User Name] and [Password] in the following item of the printer registered to this app.
[Print Settings] screen > [Authentication Mode] > [User Authentication]
Cause 3.
Characters that cannot be used in the user name of the printer are set in this app.
The characters that can be used in a user name may be limited for some printer models.
Remedy
Check whether the following setting of this app is comprised of characters that can be used as a user name in the printer.
Home screen > [
] (Menu) > [App Settings] > [User Information]
] (Menu) > [App Settings] > [User Information][Output Method] > [User Name] on the [Print Settings] screen of the printer registered to this app
Cause 4.
If you are using a print server to print, the shared name of the printer and the queue name in the printer registration information configured in this app do not match.
Remedy
Set the correct printer shared name in the printer registration information of this app.
Cause 5.
The launch of this app was canceled when printing from Safari.
Remedy
Reload the web page or restart Safari, then reselect this app from the share menu and print again.
Cause 1.
Authentication is limited in the settings of the printer.
Remedy
Update the printer information to acquire the latest configuration information of the printer, then display the supported authentication modes.
The printer information can be updated with the following setting of the printer registered to this app.
[Printer Details] screen > [Printer Settings] > [Update Printer Information]
Cause 2.
Incorrect user authentication information is set in this app.
Remedy
Set the correct user name and password in [User Name] and [Password] in the following item of the printer registered to this app.
[Print Settings] screen > [Authentication Mode] > [User Authentication]
Cause 3.
A domain user is used for user authentication.
User authenticated printing does not support domain users.
Remedy
Set the information for a user that is not a domain user to this app.
Configure the user information in the following item of the printer registered to this app.
[Print Settings] screen > [Authentication Mode] > [User Authentication]
For a PDF file
Cause 1.
Fonts are not embedded.
If fonts are not embedded, printing may be performed with other fonts.
Remedy
Embed the fonts to the PDF file in an app that can edit PDF files.
Cause 2.
256-bit encryption or digital certificate encryption is used in the PDF file.
PDF files using such encryption cannot be previewed or printed.
Remedy
Change the encryption level of the PDF file on a computer.
Cause 3.
Layout problems occur with regular printing.
Remedy
Correct the layout with the Data Conversion Service.
Use of the Data Conversion Service may fix layout problems.
Cause 4.
Comments have been inserted in the PDF file.
PDF files with comments may not be able to be previewed correctly.
Remedy
This problem may be able to be alleviated by deleting the comments in an app that can edit PDF files.
For a Microsoft Office file
Cause
Layout problems occur with regular printing.
Remedy
Correct the layout with the Data Conversion Service.
Use of the Data Conversion Service may fix layout problems.
For custom paper
Cause
[Custom Type] is selected in [Output Size] on the [Print Settings] screen.
A preview cannot be displayed when using custom paper.
Remedy
Display the preview with something other than [Custom Type] selected for the output paper.
Cause 1.
The image format is not supported.
Date printing is only supported with JPEG, HEIF, or HEIC files that have Exif information that includes a date.
Remedy
Use images with a supported file format.
Cause 2.
The images have been processed.
If images are processed, the date information may not be able to be read because the Exif information is not updated correctly.
Remedy
Use unprocessed images.
Cause
A function not supported by the printer is set.
If an unsupported function or a disabled function is set, the settings will not be reflected.
Remedy
If the printer supports acquisition of configuration information, you can update the printer information to display items corresponding to the printer functions on the [Print Settings] screen.
The printer information can be updated with the following setting of the printer registered to this app.
[Printer Details] screen > [Printer Settings] > [Update Printer Information]
NOTEIf you specify a paper size that is not supported by the printer, the print job is printed on another paper size or a paper confirmation message is displayed on the control panel of the printer.
For printers that do not support 2-sided printing, only one side is printed on, even if 2-sided printing is specified. When printing on both sides of A5/B5 size paper, only one side may be printed on, depending on the printer you are using.
Even if you are using a printer with a finisher that supports stapling, for a page size other than A4 or LTR, the print job may be output without stapling.
In the following cases, stapling may not be performed in the correct position.
When printing a file scanned from a landscape oriented original
When printing a scanned file with the [Page Layout] > [2 on 1 (Left to Right)]/[4 on 1 (Across from Left)] setting
Cause
The layout has been corrected with the Data Conversion Service.
When the Data Conversion Service is used, all sheets of an Excel file will be printed.
Remedy
If you want to print only some sheets, delete the unnecessary sheets on the [Preview] screen after data conversion.
Cause
The layout has been corrected with the Data Conversion Service.
When using the Data Conversion Service, this app communicates with a server on the Internet to process rendering.
Uploading and downloading data may take several minutes, depending on the content of the data to be printed and the communication environment you are using.
Remedy
If you can tap [Print] on the [Preview] screen, printing can start, even if data is still being converted.
The processing time can be shortened by not using the Data Conversion Service, but layout problems may occur.
The printing process continues, even while this app is not displayed on the smartphone. However, if the task expires, a timeout error will occur and printing will be canceled.
Cause
The data has an image with too many pixels or too large a file size.
Remedy
Reducing the file size may fix this problem.
If background execution of apps is disabled, the printing process will continue while this app is displayed on the smartphone.
Cause 1.
Something other than [B&W] is set in the print settings.
Remedy
Select [B&W] in [Select Color] on the [Print Settings] screen.
Cause 2.
An image imported to the [Photos] album is being printed via iTunes on a computer.
The image may have been converted to color data due to color adjustment.
Remedy
Import the image to a file management app other than [Photos]. Then display the image and print it by launching this app from the share menu.