Troubleshooting for Epson Connect Services

Email Print

Checking for an error

The following features are useful for identifying the cause of an error.
Print Log
You can view the status of emails sent to the Email Print service by using the Print Log on the User Page.
Email Notifications - to the owner
When you enable Email Notifications on the User Page, the Email Print service notifies the owner of the printer when an error occurs.
Email Notifications - to the sender
Error notifications are sent to the sender of the email under the following conditions.
"Send print notification email to sender" is selected if you are not using the approved senders list.
"Send notification email" is selected for each address if you are using the approved senders list.

Email is not received

The following situations may prevent an email from being received, even if the email was sent to the printer.
Email rejected because sender not registered to the Approved Senders List:
The email sender’s email address is not on the Approved Senders List. Register the sender’s email address to the Approved Senders List, and then re-send the email.
Too many addresses:
You can enter up to 100 printer's email addresses.
Email too large:
The combined size of the email and the attachment(s) exceeds the maximum limit.
The maximum size for an email and attachment(s) is 20 MB.
Too many attachments:
The number of files attached to the email exceeds the maximum limit. The maximum number of attachment(s) is 10.
Too many print jobs pending:
The number of pending emails in the printer’s print queue exceeds the maximum limit. The maximum number of pending emails is 100. Print pending emails or delete them to make more space.
The printer owner has suspended the Email Print service:
The printer owner has suspended the Email Print service for the printer.
The Email Print service has been suspended for system maintenance:
The Email Print service is suspended during server maintenance. Wait for a while, and then try sending the email again.
User account registration to the Epson Connect service is not complete:
If you registered your account by using Web Config, you may have closed the browser before registration was complete. Delete the printer from the Epson Connect service, and then register it again.

Email body text or attachment(s) are not printed

The following situations may prevent an email from being printed, even if the email has been received.
Files that are not supported are attached to the email:
There are files that are not supported attached to the email. You may be able to print by converting the unsupported files to PDF format.
There is nothing to be printed:
There is nothing to be printed in the sent email. Check the following, and then resend the email.
- The email has printable content in the body of the email or in the attachment(s).
- The email has printable content in the attachment(s) if Print Email Body is disabled.
- There is a photo in the attached files if Photo Paper Printing is set for a single source printer.
Print job was deleted due to expiration of storage time:
Print jobs are deleted when the maximum storage time for pending files is exceeded. The maximum pending time is 72 hours.
The print job was deleted:
The print job was deleted from the Print Log by the printer’s owner.
The print job was cancelled:
Printing was cancelled from the printer’s control panel.
The printer is not ready for printing:
Check the printer’s status, and then clear any problems.
- Printer is off
- Paper out
- Ink is near end
- Paper jam occurred
- Printer cannot connect to the network
For more information on printer operations, see the printer’s documentation.

Printing is slow to start or paper is ejected before printing is complete

Check the Internet environment to which the printer is connected.
For information of network environment, see Network Environment.

Problems with printer setup

You can check the printer’s status from the control panel, a network status sheet, a network connection report, and so on.
For more information on printer operations, see the printer’s documentation.

Scan to Cloud

Cannot scan

The Destination List is not set:
Before you can use the Scan to Cloud service, you need to create a Destination List on the Epson Connect User Page.
When you send data using Scan to Cloud, the Destination List is displayed from the Epson Connect server.
Cannot connect the printer to the Internet:
Check that the printer is connected to a network that can connect to the Internet.
You cannot use Scan to Cloud if the network cannot connect to the Internet.
The Scanned data size exceeds the limit:
The maximum data size that you can scan at one time is 50 MB.

An error mail is printed

Error emails from the Scan to Cloud destination address may be printed as Email Print jobs. Check that the destination’s service can receive emails directly.

The Scan to Cloud menu is not displayed

Check that the printer supports the Scan to Cloud service.
You can check supported printers for each service from Epson’s website.
If the menu is not displayed even though the printer supports with this function, the printer firmware may need to be updated. Click or tap Firmware Update in Web Config, and then follow the on-screen instructions to check and update the firmware.

Epson iPrint

Compatible file types

Word (doc, docx), Excel (xls, xlsx), PowerPoint (ppt, pptx), PDF, JPEG, BMP, GIF, PNG, TIFF
Some file types cannot be printed using Android's local printing. For those file types, use remote printing.

The printer is not found in the local network

The printer or the wireless router are off:
Check that the printer and the wireless router are on and connected to the network.
The network is not connected:
Check that the device containing Epson iPrint is connected to the network.
The device and the printer are not on the same network:
Check that the wireless LAN network (SSID) that the device is connected to is same as the printer’s network. Epson iPrint searches for printers that are on the same network. If the wireless router (the access point) supports several networks (SSIDs), the printer may be connected to another network (SSID).

Cannot find the printer over the Internet

Cannot connect the device containing Epson iPrint to the Internet:
Check that the device containing Epson iPrint is connected to the Internet. Otherwise, remote printing is not available.
The printer is not registered to the Remote Print function
Before you can use Epson iPrint over the Internet, register the printer that you want to use.

Remote printing over the Internet is not available

Before you can use this function, you need to enable Remote Print on the User Page.

Printing or scanning is too slow

If another application is running or the device enters power saving mode while printing or scanning using Epson iPrint, printing or scanning may stop or slow down. Printing or scanning resumes when Epson iPrint becomes active again.

Cannot change and save the scanned file name

If prohibited symbols or characters (such as /,:,*,?,<,>,│) are used in the file name, the display returns to the previous screen when you tap Save. Enter a file name without symbols.

Cannot print with remote printing

Make sure the file size does not exceed the limit. The maximum file size is 20 MB.

Remote Print Driver

Remote printing is not available

The printer or the wireless router are off:
Check that the printer and the wireless router are on and connected to the network, and that the network is working normally. Also, check that the network to which the computer using Remote Print is connected is working normally.

Cannot install the driver

Your computer’s operation system does not support this driver.
You can use Remote Print Driver with Windows XP or later and Mac OS X v10.6.x or later.

Printing is slow to start or paper is ejected before printing is complete

Check the Internet environment to which the printer is connected.
For information of network environment, see Network Environment.

Cannot print

Make sure the file size does not exceed the limit. The maximum file size is 100 MB and the maximum page size is 20 MB.