FAQ (frequently-asked questions)

Epson Connect is a service that connects customers to Epson printers over the internet or local network.

Epson Connect has the following services.

  • Email Print
  • Epson iPrint
  • Scan to Cloud
  • Remote Print
  • Voice Print (only US and Canada)

To learn more about Epson Connect, visit https://www.epsonconnect.com

  • Recommended internet connection (IPv4).
    • Minimum download speed: 512 Kbps or faster
    • Recommended download speed: 1 Mbps or faster
  • Epson Connect uses port 5222.
    You have to ensure this port is enabled in an office network.

For a list of printers that support Epson Connect, please refer to this page.

Yes, the Epson Connect Service is free.

However, you can use other companies' services via the Epson Connect Service. To use another companies services, please confirm their "Terms of Use".

All communication (except emails) between the Epson Connect server and devices is encrypted with TLS security.

Register your printer to Epson Connect with printer setup. Please refer to this.

No, you cannot. You have to connect your printer to a network, such as Ethernet and Wi-Fi, that has an Internet connection. For more information on a printer's network setup, refer to a paper manual that came with your printer or on-screen manuals.
No, you cannot. You have to connect your printer to a network, such as Ethernet and Wi-Fi, that has an Internet connection. For more information on a printer's network setup, refer to a paper manual that came with your printer or on-screen manuals.

Following cases are considered:

  • If you cannot access the Internet from your device, a network router is not connected to the Internet.
  • The DNS server setting and/or the default gateway setting of your printer is incorrect.
  • Depending on your network environment, the proxy server setting is required but it is incorrect.

If the version of the browser installed on your computer is out of date (such as Internet Explorer 6), TLS communication may be disabled. In that case you cannot continue the printer registration. Try the following.

  • Update the Internet Explorer to the version 8 or later, and then run Epson Connect Printer Setup again.
  • Use other browsers to run Web Config and then register the printer to Epson Connect.

You can run Web Config using a computer browser or a smart device browser. Click here for details.

There are a variety of reasons including:

Incorrect recipients
  • You can enter up to 100 printer email addresses.
  • You cannot print when specifying a printer's email address in the Bcc field.
Too large email size
Email Print will only print file attachment(s) up to a total of 20MB. If you exceed 20MBs, nothing will be printed.
Please reduce the total size of your attachments to under 20MB.
Too many attachments
Email Print can print up to 10 attachments. When the number of attachments exceeds 10, nothing will be printed.
Please reduce the number of attachments and resend.
Print nothing
In the below case, print nothing:
  • Blank email
  • Printer is set to Not Print Email Body Mode and email doesn't have any attached file(s).
  • Attached file is document file, but printer is set to Photo Paper Mode and it has only one feeder.
Too many pending emails
The printer's print queue has exceeded the maximum number of pending emails.
Please contact the printer's owner.
Service Suspended
The printer owner has suspended the Email Print service for this printer.
Please contact the printer's owner.
Unapproved Sender
Your email address is not on the printer's Approved Senders List.
To register your email address, please contact the printer's owner.
The Epson Connect Service is maintaining.
Please resend your email later.
Some email providers may reject the printer email address if it includes specific character(s).
For example, the provider may reject the printer email address if it includes "!" or "%".
To exclude specific character(s) from the printer email address, please contact the printer's owner.

Please check/do the following:

  • Your printer is powered on.
  • Your printer is free of any errors.
  • Your printer is connected to a network with internet access.
  • Try restarting your printer.
  • Check the Epson Connect User Page and ensure that you have not suspended the service.
  • The Epson Connect server may be busy or the print data is huge. It may take some time to process your request. Please wait until your request is completed.

Epson Connect Email Print supports the following file types:

  • Microsoft Word(doc, docx)
  • Microsoft Excel(xls, xlsx)
  • Microsoft PowerPoint(ppt, pptx)
  • PDF
  • JPEG
  • BMP
  • GIF
  • PNG
  • TIFF

Epson Connect Email Print supports Microsoft Office 2000, XP, 2003, 2007, 2010.
If the file type is unsupported, please convert it to PDF, then attach it to your email.

Email attachments of the "Rich Text Format" can not be printed. Send an email in HTML or plain text.

The following files cannot be printed:

  • An encrypted file
  • A file with a password or digital signature
  • A file that has been set to prohibit printing
  • Part or whole file is broken
  • PDF file that has been set to only low resolution printing
  • PDF file that has a large amount of vectors, such as data converted from CAD
  • Multi-page TIFF file

If the files cannot be printed, please convert to PDF or image by your own.

The Email Print Service setting for printing email is as follows:

Document Paper type: plain paper
Copies: not supported
Print layout (n up): not supported
2-sided: only single-sided is supported.
Color/Black: color (except black ink printers)
Excel: only the active worksheet will print
Select Page: not supported
PIM and EXIF: not supported

Nobody can change this setting.

Photo Paper type: Plain paper/Photo paper
Paper size: depending on the model
Print order: Normal/Reverse

Sender can not change this setting.
Printer owner can change this setting from the Epson Connect User Page.

There are a variety of reasons including:

Font
The font in the original email or file may not be supported by Email Print. Another font may be substituted in its place and could affect page formatting.
Character
If Email Print does not recognize a character, it may substitute the character with a "?" when printing.
Certain lines in Excel
Certain lines in Excel files are not printing correctly. Please save your file as a PDF by your own and resend.
Preview
The printed file may look different from the preview on Windows or Mac.
Office file
The printed file may look different from printing by your Office.
Please save your file as a PDF by your own and resend.
Email Body
  • Some graphics on your HTML email might be replaced with icon has a red "x".
  • Some graphics on your HTML email might not be resized(fitted).
  • In spite of enabled Photo Paper Printing, picture (image file) print on plain paper.
    If you sent your email using AppleMail or an Apple mobile device (iPad,iPhone or iPod), your image file is converted into a format similar to a webpage (HTML). Epson Connect Email Print prints webpages on plain paper.
  • The original email was sent as HTML email and the content of the email was treated as an attached file.
  • Message description which are stated below an attachment file may not be printed.
  • The email's characters may read from right to left (i.e. Hebrew or Arabic).
  • Some of the large pixel-size graphics on your email may not be resized(fitted).
  • Recalling is not effective. Don't cancel a sent email message.
  • Email attachments of the "Outlook Rich Text Format" can not be printed. Send an email in HTML or plain text.

You can configure Print Settings for printing images is using photo paper.

Follow these steps:

  1. Sign in to the Epson Connect User Page.
  2. Select Email Print - Print Settings page. Check Photo Paper Printing.

You have Photo Paper Printing enabled, if your printer has only one feeder.
Please check the Print Settings page in the Epson Connect User Page to turn off Photo Paper Printing.

Yes, the default setting allows anyone who knows your printer's email address to send emails and attachments for printing. To limit who can print to your printer, please enable the Approved Senders List. You can add or remove sender email addresses and domains from the Approved Senders List at any time.

  • email sender information not printed
    uncheck email sender information from the Print Settings page in the Epson Connect User Page.
  • email body not printed
    uncheck email body from the Print Settings page in the Epson Connect User Page.
    If you sent your email using Apple Mail your multiple image files, the email body may be printed in spite of disabled "Print Email Body" printing.

Sender can not cancel printing.
Printer owner can cancel printing, please refer to this.

There are several reasons why you don't receive an email notification.

  • The notification email may be in your SPAM folder. Check your SPAM filter settings.
  • Email Notifications may be disabled. Sign in to the Epson Connect User Page and check your Email Notification Settings page.
  • Your email address registered with Epson Connect is incorrect. Sign in to the Epson Connect User Page and check your email address in your Account Information page.
  • There was a delay in routing the email notification and you have not received it yet.

Check the printer to ensure the scanner or printer covers are completely closed. Some printers will stop pause if these covers are opened during a print job.

Check the following:

  • Check that there are no error messages displayed on your printer's LCD screen.
  • Access the "Scan Log" on the Epson Connect User Page, and check that the status of the scan job is "Completed".
  • If the destination is an email address, check to see if an error response has printed on your printer.
  • Confirm that the printer's owner has not received any error notifications.

Following cases are considered:

The "Scan to Cloud" email size exceeded the limit of the destination email server.
Usually the email size that a destination email server can receive is limited. If you send an email that exceeds the limit, the destination email server will not receive it.
To solve this issue reduce the number of scanned pages being sent at the same time.
The recipient rejects emails from your printer's email address.
If the recipient is configured to receive emails only from specific email addresses, and if your printer's email address is not registered, then the email from your printer will be rejected.
If the recipient is an Epson Connect printer and the "Approved Senders List" is enabled, your printer's email address must be registered in the destination printers "Approved Senders List".

Following case is considered:

  • The destination may remove the scan data (attached file) from the sent email If the attached scan data was too large, some destination's servers might automatically delete the attached file, but deliver the remaining email body.
    If this happens, no error message will be printed or displayed due to the destination server not reporting an error.
    To solve this issue reduce the number of scanned pages being sent at the same time.

If the destination printer is set to receive emails only from specific email addresses, and if your printer's email address is not registered, then the scan data may be rejected and no error message may be printed on your printer.
To solve this issue, your printer's email address must be added to the list of approved senders on the destination printer.

Following cases are considered:

  • The email address of destination is not registered on your printer's "Approved Senders List" of Email Print.
    If you have enabled the "Approved Senders List", the sender email address of such response or error emails must be registered to the list.
    Access "Approved Senders List" on the Epson Connect User Page, and add the email address to the list.
  • Email body printing is disabled on Email Print settings.
    If you have deselected the "Print Email Body" checkbox, those emails will not be printed.
    Access "Email Print - Print Settings" on the Epson Connect User Page, select "Print Email Body" checkbox and click "Apply".
  • Your printer has only a paper tray (or cassette) and the "Photo Printing" is enabled.
    If the model of your printer has only 1 paper tray (or cassette) and "Photo Printing" of Email Print settings is enabled, those emails will not be printed.
    Access "Email Print - Print Settings" on the Epson Connect User Page, deselect "Photo Printing" checkbox and click "Apply".
  • The destination was the printer email address of Epson Connect Email Print.
    If the destination is the printer email address of Epson Connect Email Print, the email notifications about "Email Received" and "Printing Complete" will not be printed.

Please try either following suggestions:

  • Enable the "Approved Senders List" and only register the email address from senders you want to print emails from.
    Access the "Approved Senders List" on the Epson Connect User Page, Enable the list and register only email addresses you wish to receive emails from.
  • Disable Email body printing
    Access "Email Print - Print Settings" on the Epson Connect User Page, disable "Print Email Body" checkbox and click "Apply".

The display and print quality is determined by the recipient's equipment. Contact the manufacturer for more information.

Follow these steps:

  1. Sign in to the online service that you want to change the account with the current account associated with Epson Connect.
  2. Open the application management page associated with the service.

    Note:

    Procedures to open the application management page vary by service.

  3. Sign in to the Epson Connect User Page.
  4. Select Scan Destination List page.
  5. Remove the destination(s) of the online service from the list.
  6. Register new account as a destination.

Note:

For Evernote, remove the Evernote email address on Scan Destination List page and add new one.

Email may not be arrived in following cases:

  • An email address you registered to the Destination List may be incorrect. Sign in to the Epson Connect User Page and check an email address at the list.
  • An email may be in a SPAM folder. Check SPAM filter settings.
  • There was a delay in routing an email and it has not arrived yet.

You cannot set up multiple accounts to a printer. Instead, you can change the account. To do this, please refer to this FAQ.

It can be checked via iPrint or the Remote Print Driver menu [Maintenance] - [Print History] .
The printer owner can check the status by accessing "Remote Print - Print Log" on the Epson Connect User Page.

It can be cancelled via iPrint or the Remote Print Driver menu [Maintenance] - [Print History] .
The Printer owner can also cancel Remote Print job.

There are a variety of reasons including:

Your mobile device or computer is not connected to the Internet.
If an Internet connection is unavailable, the Print Preview is unavailable.
The Epson Connect server may be busy
The Epson Connect server may be busy and may take a while to process your print job.
Please wait a while until the preview displays.
Remote Print service is disabled by the printer owner
If printer owner has disabled the Remote Print service, the Print Preview is unavailable.
Please contact the printer owner.
The Remote Print access key has been changed by the printer owner
If the printer owner has changed the access key for Remote Print then the print preview is unavailable due to the access keys not matching.
Please contact the printer owner.
The Epson Connect service is undergoing maintenance
If the Epson Connect service stops due to server maintenance, the Print Preview is unavailable. Please try later.

There are a variety of reasons including:

The Remote Print specified paper size doesn't match the paper size specified on the Epson Connect User Page.
For Remote Print, please specify the same paper size specified on the Epson Connect User Page. Failure to do so may lead to a "Paper Size Error".
Unprintable file
If the printing path of iPrint is set to "Remote", printable file types or conditions are limited. Please refer to this.
If the printing path is set to "Local" or Remote Print Driver, the above limitation will not be applicable.
Your mobile device or computer is not connected to the Internet.
If an Internet connection is unavailable, it is not possible to use Remote Print.
Remote Print service is disabled by the printer owner
If the printer owner has disabled the Remote Print service, it is not possible to use Remote Print.
Please contact the printer owner.
The Remote Print access key has been changed by the printer owner
If the printer owner has changed the access key for Remote Print then it is not possible to use Remote Print due to the access keys not matching.
Please contact the printer owner.
The Epson Connect service is undergoing maintenance
If the Epson Connect service stops due to server maintenance, it is not possible to use Remote Print. Please try later.

Please check/do the following:

  • Your printer is powered on.
  • Your printer is free of any errors.
  • Your printer is connected to a network with internet access.
  • Try restarting your printer.
  • Check the Epson Connect User Page and ensure that you have not suspended the service.
  • The Epson Connect server may be busy or the print data is huge. It may take some time to process your request. Please wait until your request is completed.

When "Local" is selected as the printing path, the Epson iPrint application generates the print job; when "Remote" is selected, the Epson Connect server generates the print job. This may cause slight differences in final print output. Please refer to this for more related information.

Note:

For Microsoft Office Excel files:

  • If "Local" is selected as the printing path, the first worksheet in the book will be printed.
  • If "Remote" is selected as the printing path, the active worksheet will be printed.

For iWork files or web pages, iPrint renders the print data, therefore the print quality may differ that when printing from a Mac.

Register the printer's email address using the Epson Remote Print Utility, and then add the printer to your Mac. You can also delete the printer using the same procedures.

Available print settings of the Remote Print Driver differ from those of the normal printer driver since print data is generated on the Epson Connect server. Even if you set the same print settings as the normal printer driver, printing results may differ.

Please follow the instructions depending on your environment.

Epson iPrint (iOS/Android)

Update to the latest version through App Store for iOS or Google Play for Android.

Remote Print Driver (Windows)

Update to the latest version.
Download

Remote Print Driver (Mac OS X)

The registered remote printer must be deleted and registered again. Please perform the following steps:

  1. From the Finder, click Applications -> Epson Software, and double-click Epson Remote Print Utility.
  2. Check and take note of the registered printer's email address.
  3. Select the printer and click the [-] (minus) button on the bottom-left of the window, then delete the printer.
  4. Next, open the System Preferences, then Printers and Scanners.
  5. Select the printer and click the [-] (minus) button on the bottom-left of the window, then delete the printer.
  6. Go back to the Epson Remote Print Utility window, click the [+] button on the bottom-left of the window.
  7. Enter the printer's email address that you noted in step 2.
  8. Click [Confirm].
  9. Click [Open "Add Printer" ...] to add the registered printer in the system.

You can check the status by accessing "Remote Print - Print Log" on the Epson Connect User Page.

The printing job can be canceled using the printer's control panel.
Cancel the Pending or Stopped job on the Remote Print Log page in the Epson Connect User Page.

There are a variety of reasons including:

Printer paper type setting is not "plain paper".
For voice printing, the paper type is printed as "plain paper". Please set the paper type of the printer to "plain paper".
Your printer is not connected to the Internet.
If an Internet connection is unavailable, it is not possible to use Voice Print.
Remote Print service is disabled by the printer owner
If the printer owner has disabled the Remote Print service, it is not possible to use Voice Print.
Please contact the printer owner.
The Epson Connect service is undergoing maintenance
If the Epson Connect service stops due to server maintenance, it is not possible to use Voice Print. Please try later.

Register your printer to Epson Connect with printer setup. Please refer to this.
If you use Amazon Alexa skills:
Sign in to Amazon Alexa's skill store and click "Disable skill" on the screen of your "Epson Printer" skill. After that, click "Enable skill" and sign in to EpsonConnect to make it available.

Please check/do the following:

  • Your printer is powered on. It may take Epson Connect Service a few minutes to connect to the printer.
  • Your printer is free of any errors.
  • Your printer is connected to a network with internet access.
  • Try restarting your printer.
  • Check the Epson Connect User Page and ensure that you have not suspended the service.
  • The Epson Connect server may be busy or the print data is huge. It may take some time to process your request. Please wait until your request is completed.

There are several possible causes for an interrupted print job.
Please check the following:

  • Check for any Epson Connect Service status updates sent to your email
  • Make sure your internet connection is working (you can use a computer to see if you have internet access)
  • Make sure the printer is on and error free
  • Ensure the printer has a strong signal to your wireless router

NOTE: Try moving your printer to a different location within range of your wireless network. Avoid placing the printer near a microwave oven, 2.4 GHz cordless phone, or large metal object such as a filing cabinet.

Ensure your printer is ready to print and error free.
If you have registered with Epson Connect, please check the following:

  • Signing in to the Epson Connect User Page and check your printer's status on the Printer List.
  • Using your printer's control panel (select printers only).

When the printer is disconnected from the Epson Connect Service, the printer automatically will attempt to reconnect within 20 minutes. Reconnection time will vary depending on network and server availability.

Please try the followings:

  • Ensure your printer is ready to print and error-free.
  • Check that your printer is properly connected to your wired or wireless network.
  • Try restarting your printer.
  • Make sure that your internet service is functioning correctly.
  • Check the Epson Connect User Page and ensure you have not Suspended the service.

If the service is still unavailable, please contact Epson Support.

None: XMPP Status may have stopped due to an HTTPS connection error. Please check the HTTPS Status.
DNS Server Not Found: Failed to access to the DNS server. Please check your Internet connection is working correctly and DNS server settings of your printer are correct.
Domain Name Not Resolved: Failed to resolve the DNS domain name. Please contact your network administrator for assistance.
Proxy Server Not Found: Can not access the proxy server. Please check the proxy server settings.
Rejected by Proxy Server: Failed to connect to the proxy server. Please confirm whether an XMPP (5222) port is open.
XMPP Server Not Found: Your internet connection or Epson Connect Email Print is temporarily unavailable.
Server Error: Epson Connect Email Print is currently unavailable.
None: HTTP Status may have stopped due to an XMPP connection error. Please check the XMPP Status.
DNS Server Not Found: Failed to access to the DNS server. Please check your Internet connection is working correctly and DNS server settings of your printer are correct.
Domain Name Not Resolved: Failed to resolve the DNS domain name. Please contact your network administrator for assistance.
Proxy Server Not Found: Can not access the proxy server. Please check the proxy server settings.
Rejected by Proxy Server: Failed to connect to the proxy server. Please confirm whether an HTTPS (443) port is open.
HTTPS Server Not Found: Your internet connection or Epson Connect Email Print is temporarily unavailable.
Server Error: Epson Connect Email Print is currently unavailable.

When an internet connection between the Epson Connect server and your printer is unstable, the server may fail to confirm the completion of printing. In that case, the print job may be reprinted. The cause may be as follows:

  • The printer is not connected to the internet correctly, or connection speed is not enough.
    • For the required network environment, refer to here.
  • If the proxy server is used in your network environment, the internet connection may be unstable depending on the server settings.
  • When you use the printer under the Wi-Fi Network environment, internet connection may be unstable depending on the signal strength.

Please refer to this for more related information.

The printing job can be canceled using the printer's control panel.
Cancel the Pending or Stopped job on the Email Print Log or Remote Print Log page in the Epson Connect User Page.

You can find your printer's email address by:

  • Signing in to the Epson Connect User Page.
  • Using your printer's control panel (select printers only).
  • Printing the network confirmation page using your printer's control panel.

Yes. Follow these steps:

  1. Sign in to the Epson Connect User Page and select Printer List.
  2. Select Transfer Printer Email Address and then follow the on screen instructions.

Follow these steps:

  1. Sign in to the Epson Connect User Page.
    Select Suspend/Resume Service page. Click Suspend Service. To resume, click Resume Service.
  2. Select Remote Print page. Disable "Allow Remote Print".

Note:

While your Epson Connect Service is suspended, any new print jobs will not be accepted or saved to the server.

Yes. Daylight Saving Time (summer time) is automatically applied for the selected time zone.
To select the time zone:

  1. Sign in to the Epson Connect User Page. Click "Account Information".
  2. Click "Change language and time settings". Select your current time zone.

Yes. Follow these steps:

  1. Sign in to the Epson Connect User Page and select Printer List.
  2. Select Transfer Printer Email Address and then follow the on screen instructions.

Yes. To transfer a printer's email address:

  1. Register your printer to Epson Connect with printer setup. Please refer to this.
  2. Sign in to the Epson Connect User Page.
  3. Select Transfer Printer Email Address.
  4. Select the destination printer you want transfer the email address to and the printer you want to transfer the email address from.
  5. Transfer the printer email address.
  6. Restart your printer.

The new email address will not take effect until you restart the printer.
This process also allows you to transfer a printer's Approved Senders List and other settings.

Delete your registered printer from Epson Connect service. Please refer to this.

You can delete the printer registration on the Epson Connect User Page.
Follow these steps:

  1. Sign in to the Epson Connect User Page.
  2. Go to Printer List screen, and then select the printer you want to delete.
  3. Delete the printer.

Temporarily suspend my Epson Connect service while my printer to repair.
Follow these steps:

  1. Sign in to the Epson Connect User Page.
  2. Select Suspend/Resume Service page. Click Suspend Service. To resume, click Resume Service.
  3. Select Remote Print page. Check out Allow Remote Print.

Register your transferred printer to Epson Connect with printer setup. Please refer to this.