Troubleshooting

This error might occur when inputting incorrect login information.

Please make sure that you are entering correct login information. You can copy and then paste login and password from a txt file or email message to be sure that you are entering correct information.

If you are sure that you've entered correct login information, please follow the suggestions below.

• Please make sure that your Internet connection is stable
• Please restart your mobile device, your printer and the router
• Re-install the app if the problem persists

This error might appear upon entering password incorrectly.

If you're using the wrong Gmail password, you might experience these problems:

• The app keeps asking for your username and password
• You see the "Invalid credentials" error message
• You see the "Web login required" error message

If you have these problems or can't sign in, first of all make sure you're using the right password.

Tip: Keep in mind that passwords are case-sensitive.

For more suggestions please refer to the Google's help section.

This error message is known to be displayed due to the lack of ink or paper. It might be displayed even upon finishing a print job successfully.

Please make sure that your printer is not running out of paper or ink. See if it helps.

If content could not be printed and the error message was displayed, please tell us more about the problem: we will need to know what content you printed and if your printer did not respond to printing command.

This is a connectivity issue. Possible causes of the connection error message are listed below alongside with the solutions.

1. Your firewall may be blocking the incoming connection.

   Check your firewall settings.
   If you are sure that the firewall does not block it, restart the PC and the router.

2. Unknown Network error

   If you are printing directly to a printer and not through an intermediate PC, restart your mobile device, your printer and the router.

3. You input an incorrect value in IP address field in manual setup screen or left the field empty

   If you would like to connect to a network printer by specifying its IP address, you will first need to learn its IP address. You may need to input its IP address if the printer is located on a sub-net different from the one on which your mobile device is located.
   Some printers with network capabilities can display their IP address on a built-in screen.

   If your network printer does not have a screen, you can find its address from any networked computer configured to use the printer.
   To find the printer IP address from a Windows machine, do this:

   1. Click 'Start' button> Devices and Printers
   2. Right-click the name of your printer>Properties
   3. Click 'Web Services' tab or 'Ports' (will depend on your Windows version).

   To find the printer IP address from a Mac, do this:

   1. Go to the 'Apple' menu and select the 'System Preferences' option. Click 'Print & Fax' from the menu
   2. Select the printer from the menu on the left and press the 'Open Print Queue' button
   3. Open the 'Printer' menu at the top of the screen and select 'Print Test Page'
   4. Go to the 'Device URI' on the CUPS text page and look towards the end of the string. The IP address appears after 'ip='

4. The app is using an improper printing protocol.

   Please try altering Protocol in Options.

5. The printer is not properly connected.

   If your printer is connected to a PC, print-server or to a router using a cable, please unplug the cable from both devices and then plug it in again. Also please try using another data cable.

6. Inappropriate driver selected

   Make sure that your printer is supported. If it is supported, please try selecting an appropriate driver manually.

   To select a driver for your printer you need to do as follows:

   1. Launch the app
   2. Go to the list of detected printers by tapping 'Manage printers' (if you've already selected a printer, it can display the printer's make and model) button in the top of the screen -> 'Nearby Wi-Fi printers'
   3. Tap and hold your printer (you will see a new pop-up menu)
   4. Tap 'Select manually'
   5. Select the driver

This is a connectivity issue. Possible causes of the connection error message are listed below alongside with the solutions.

1. Your firewall may be blocking the incoming connection.

   Check your firewall settings.
   If you are sure that the firewall does not block it, restart the PC and the router.

2. Unknown Network error

   If you are printing directly to a printer and not through an intermediate PC, restart your mobile device, your printer and the router.

3. You input an incorrect value in IP address field in manual setup screen or left the field empty

   If you would like to connect to a network printer by specifying its IP address, you will first need to learn its IP address. You may need to input its IP address if the printer is located on a sub-net different from the one on which your mobile device is located.
   Some printers with network capabilities can display their IP address on a built-in screen.

   If your network printer does not have a screen, you can find its address from any networked computer configured to use the printer.
   To find the printer IP address from a Windows machine, do this:

   1. Click 'Start' button> Devices and Printers
   2. Right-click the name of your printer>Properties
   3. Click 'Web Services' tab or 'Ports' (will depend on your Windows version).

   To find the printer IP address from a Mac, do this:

   1. Go to the 'Apple' menu and select the 'System Preferences' option. Click 'Print & Fax' from the menu
   2. Select the printer from the menu on the left and press the 'Open Print Queue' button
   3. Open the 'Printer' menu at the top of the screen and select 'Print Test Page'
   4. Go to the 'Device URI' on the CUPS text page and look towards the end of the string. The IP address appears after 'ip='

4. The app is using an improper printing protocol.

   Please try altering Protocol in Options.

5. The printer is not properly connected.

   If your printer is connected to a PC, print-server or to a router using a cable, please unplug the cable from both devices and then plug it in again. Also please try using another data cable.

6. Inappropriate driver selected

   Make sure that your printer is supported. If it is supported, please try selecting an appropriate driver manually.

   To select a driver for your printer you need to do as follows:

   1. Launch the app
   2. Go to the list of detected printers by tapping 'Manage printers' (if you've already selected a printer, it can display the printer's make and model) button in the top of the screen -> 'Nearby Wi-Fi printers'
   3. Tap and hold your printer (you will see a new pop-up menu)
   4. Tap 'Select manually'
   5. Select the driver

This is a connectivity issue. Possible causes of the connection error message are listed below alongside with the solutions.

1. Your firewall may be blocking the incoming connection.

   Check your firewall settings.
   If you are sure that the firewall does not block it, restart the PC and the router.

2. Unknown Network error

   If you are printing directly to a printer and not through an intermediate PC, restart your mobile device, your printer and the router.

3. You input an incorrect value in IP address field in manual setup screen or left the field empty

   If you would like to connect to a network printer by specifying its IP address, you will first need to learn its IP address. You may need to input its IP address if the printer is located on a sub-net different from the one on which your mobile device is located.
   Some printers with network capabilities can display their IP address on a built-in screen.

   If your network printer does not have a screen, you can find its address from any networked computer configured to use the printer.
   To find the printer IP address from a Windows machine, do this:

   1. Click 'Start' button> Devices and Printers
   2. Right-click the name of your printer>Properties
   3. Click 'Web Services' tab or 'Ports' (will depend on your Windows version).

   To find the printer IP address from a Mac, do this:

   1. Go to the 'Apple' menu and select the 'System Preferences' option. Click 'Print & Fax' from the menu
   2. Select the printer from the menu on the left and press the 'Open Print Queue' button
   3. Open the 'Printer' menu at the top of the screen and select 'Print Test Page'
   4. Go to the 'Device URI' on the CUPS text page and look towards the end of the string. The IP address appears after 'ip='

4. The app is using an improper printing protocol.

   Please try altering Protocol in Options.

5. The printer is not properly connected.

   If your printer is connected to a PC, print-server or to a router using a cable, please unplug the cable from both devices and then plug it in again. Also please try using another data cable.

6. Inappropriate driver selected

   Make sure that your printer is supported. If it is supported, please try selecting an appropriate driver manually.

   To select a driver for your printer you need to do as follows:

   1. Launch the app
   2. Go to the list of detected printers by tapping 'Manage printers' (if you've already selected a printer, it can display the printer's make and model) button in the top of the screen -> 'Nearby Wi-Fi printers'
   3. Tap and hold your printer (you will see a new pop-up menu)
   4. Tap 'Select manually'
   5. Select the driver

This error comes up if you are not connected to any network and are trying to specify an IP address of your printer or if the IP address you specified is incorrect.
It may also come up if you typed in an incorrect IP address of your network printer.

Please enter correct host name or IP address. You can refer to any network-connected device in either of two ways:

1. by its IP address (a four-part number string such as "18.72.0.3"), in which the first part(s) identify the specific network to which the machine is connected;
2. by its host name (a text string such as "bitsy.mit.edu") which consists of the machine name (e.g., "bitsy") and the domain name.

This message is displayed if incorrect email account settings were rejected by the email service provider.

1. After inputting your email address and your password, tap 'Manual setup' button in the same dialogue window
2. Select Account type depending on the server you are connecting to: IMAP or POP3
3. Input server name, port number and security type

Also please do as follows if the suggestions above were not helpful.

• Restart your mobile device and your router
• Re-install the app if the problem persists

Settings for some email services can be found below.

Hotmail, Outlook, Live (all share the same settings):
Account type: IMAP
IMAP server: imap-mail.outlook.com
Port: 993
Security type: SSL

GMail:
Account type: IMAP
IMAP server: imap.gmail.com
Port: 993
Security type: SSL

Orange:
Account type: IMAP
IMAP server: imap.orange.fr
Port: 993
Security type: SSL

Web.de:
Account type: POP3
POP3 server: pop3.web.de
Port: 995
Security type: SSL

Optonline:
Account type: POP3
POP3 server: mail.optonline.net
Port: 110
Security: None

Verizon:
Account type: POP3
pop.verizon.net
Port: 995
Security type: SSL

Yahoo:
Account type: IMAP
IMAP server: imap.mail.yahoo.com
Port: 993
Security type: SSL

Sbcglobal:
Account type: POP3
POP3 server: inbound.att.net
Port: 995
Security type: SSL

AOL:
Account type: IMAP
IMAP server: imap.aol.com
Port: 993
Security type: SSL

Charter:
Account type: IMAP
IMAP server: mobile.charter.net
Port: 993
Security type: SSL

GMX:
Account type: IMAP
Server: imap.gmx.com
Port: 993
Security type: SSL
(If "SSL" is not available, you simply have to enable the "Encryption" function.)

Seznam:
Account type: IMAP
IMAP server: imap.seznam.cz
Port: 993 (143 if not using SSL)
Security type: SSL

1und1:
Account type: IMAP
IMAP server: imap.1und1.de
Port: 993 or 995
Security type: SSL

Comcast:
Account type: IMAP
IMAP server: imap.comcast.net
Port: 993
Security type: SSL

Yandex:
Incoming mail
IMAP server: imap.yandex.com (imap.yandex.ru for russian email accounts)
Port: 993
Security type: SSL
Outgoing mail
SMTP server: smtp.yandex.com (smtp.yandex.ru for russian email accounts)
Port: 465
Security type: SSL

This error might appear if there is no active Internet connection or if you are using proxy while trying to print on a Google Cloud Printer.

The only way to avoid this issue while using PrintHand is to avoid using proxy. If you are not using proxy but are still experiencing this issue, please do as follows.

• Restart your mobile device and your router
• Check that you have a stable Internet connection

Generally one needs to do as follows to set up one's Google Cloud Printer using a desktop or a laptop.

• Click the Customize and control Google Chrome icon in your Google Chrome browser (you will need to install it if you're using a different browser)
• Click the Menu icon (3 horizontal lines or 3 vertical dots) in the top right portion of the browser's window
• Click 'Settings' in the drop-down menu
• Click 'Show advanced settings...' in the bottom part of the page
• Sign in with your Google Account if necessary
• Select the printers you want to connect, and then click Add printer(s)
• Make sure that the printers configured to work with your computer are displayed in the Devices section

To print from your mobile device on a Google Cloud Printer please do as follows.

• Make sure that the Gmail account you would like to use with Google Cloud Print is registered on your mobile device ('Settings' > 'Accounts & sync')
• Launch PrintHand app
• Tap 'Manage Printers' button (if you've already selected a printer, it might display the printer's make and model) in the top portion of the main menu and select 'Manage Printers' entry in the drop-down list
• Tap 'Google Cloud Printers'
• Make sure you're logged in to correct account by tapping 'Accounts' button (if you've already selected an account, it will display the account's name)
• Choose the printer model from the list of available printers on which you would like to print
• Go back to the main menu and select an item you would like to print (a document, picture, etc.) and print it out

This error occurs when inputting incorrect credentials while signing into Business printers environment.

Typically one does not need to select 'Business printers' entry in order to print via Wi-Fi, Bluetooth or USB.
If you are printing on a local Wi-Fi printer, please select 'Nearby Wi-Fi printers' in 'Manage printers' menu.
Note that your Wi-Fi printer and your mobile device have to be connected to the same wireless network.

Please refer to our Wi-Fi Printing help page for more information.

If you are printing via Bluetooth, USB or on a shared printer, please see corresponding sections of our Help page.

This error comes up if the printer cannot be detected by the app.

Please try to:

• power-cycle the printer (we would advise switching it off and then waiting for about a minute before turning it back on);
• reboot a router or a printer server if the printer is connected to them;
• reboot your mobile device.

If that does not help, you can try to:

• reinstalling the app;
• un-share the printer from your network and then share it again.

Please note that you have to configure your wireless printer using the network utility tool that came with it if you have not done so already (probably on an installation disk). If the printer is not shared through the router using this piece of proprietary software provided by printer manufacturer, no devices (including your mobile device) are going to detect your printer. Both your mobile device and your printer should be connected to the same wireless network.

This error might appear when printing on a Windows shared printer.

When the app asks for authorization, please enter your login and password of the PC to which your printer is connected. If your PC is not protected by a password, please leave the fields blank and tap OK.

If the printer cannot be detected by the app, please try to:

• power-cycle the printer (we would advise switching it off and then waiting for about a minute before turning it back on);
• reboot the computer (if the printer is connected to it);
• reboot your mobile device.

If that does not help, you can try to:

• reinstall the app;
• un-share the printer from your network and then share it again using standard tools of the OS.

Please note that you have to configure your printer if it supports wireless connectivity using the network utility tool that came with it (probably on an installation disk). If a wireless printer is not shared through the router using this piece of proprietary software provided by printer manufacturer, no devices (including your mobile device) are going to detect your printer. Both you mobile device and your printer should be connected to the same wireless network.

This error message appears if a printer is not supported by the app.

Unfortunately we are not sure when or if we are going to be able to create a specific driver for the printer if it is not supported at the moment.
This means that there are no known compatible drivers for this printer, sorry.
But you can try using one of the Generic drivers by selecting it manually. Also you can try using a driver designed for a similar printer model.

To select a driver for your printer you need to do as follows:

• Launch the app
• Go to the list of detected printers by tapping 'Manage printers' button (if you've already selected a printer, it might display the printer's model) in the top of the screen
• Select Nearby Wi-Fi printers (in case you are printing via Wi-Fi)
• Tap and hold your printer (you will see a new menu)
• Tap Select manually and select a driver

If nothing helps or if you've found a driver compatible with your unsupported printer, please let our support know.

NOTE: The list of printers supported by PrintHand app is available on our web site.

This error might occur when trying to scan using an unsupported scanning device.

Please make sure that your scanning device is on our list.

If you are using a supported MFP, you can scan using it as follows.

• Tap 'Manage Printers' button (if you've already selected a printer, it might display the printer's make and model) in the top portion of the main menu and select 'Manage Printers' entry in the drop-down list
• Detect your printer using 'Nearby Wi-Fi Scanners' section of the menu (you will need to install all the drivers required for scanning)
• Go back to the main menu of the app
• Tap 'Scanning' item and follow the instructions in order to scan

This error might occur if one of the libraries has not been installed properly.

Please make sure that you have a stable Internet connection at the time you are installing library pack.
Re-install the app if the problem persists.

Alternatively you can try downloading the libraries manually.

• Make sure that your Internet connection is ON
• Launch the app
• Tap the Gear icon in the top right portion of the screen
• Tap 'Libraries' and download all the libraries needed

Libraries needed for printing:

• ESCPR
• Gutenprint
• HPLIP
• Rendering library
• Fonts collection (optional)

This error might occur when experiencing connectivity issues or inputting incorrect login information.

Please make sure that you are entering correct login information. You can copy and then paste login and password from a txt file or email message to be sure that you are entering correct information.

If you are sure that you've entered correct login information, please follow the suggestions below.

• Please make sure that your Internet connection is stable
• Please restart your mobile device, your printer and the router
• Re-install the app if the problem persists

This error might appear when opening a file which has an unsupported file format.

Please make sure that the file format is supported by the app. Supported file formats are listed below.

Images:

• JPEG
• PNG (not to be confused with Animated PNG)
• GIF (not to be confused with Animated GIF)

Documents:

• DOC/DOCX
• XLS/XLSX
• PPT/PPTX
• PDF
• TXT
• HWP

If it is listed as supported and you are still having issues, please send us a copy of the file for testing.

This error might appear when using an app installed from an unauthorized web site.

Please install the app from Google Play, Amazon or from any other authorized marketplace corresponding to your device.

Installing the app provided by unauthorized web-sites might be dangerous and insecure due to the wide range of permissions used by the app. The app might be reassembled and modified with malicious code. This means that your private information may fall into the wrong hands.

If you are using the app provided by unauthorized web-sites, you are doing so at your own risk.

This error is displayed when the app fails to be restored using a PayPal Transaction ID.

Please make sure that the ID you are entering is valid and input correctly.
You can copy and then paste the ID and password from a txt file or from an email to be sure that it is correct.

If the app fails to be restored using a valid ID, please contact support. Do not forget to specify the Transaction ID and details of your transaction.
Please specify:

• The app store on which you bought the app
• The email account which you were using to purchase the app

This error might occur if one of the libraries has not been installed properly.

Please make sure that you have a stable Internet connection at the time you are installing library pack.
Re-install the app if the problem persists.

Alternatively you can try downloading the libraries manually.

• Make sure that your Internet connection is ON
• Launch the app
• Tap the Gear icon in the top right portion of the screen
• Tap 'Libraries' and download all the libraries needed

Libraries needed for printing:

• ESCPR
• Gutenprint
• HPLIP
• Rendering library
• Fonts collection (optional)

This error is displayed when the app fails to be restored using a promo code.

Please make sure that the code you are entering is valid and input correctly.
You can copy and then paste login and password from a txt file or from an email to be sure that the code you are entering is correct.

If the app fails to be restored using a valid code, please contact support. Do not forget to specify the promo code and the ID of your device.

This error might appear when trying to print on a USB printer.

Your mobile device has to run at least Android 4.0 and have USB Host driver included into the firmware of the device.
If USB connection is grayed-out in the software, the Android device you are using does not support USB Host mode.
If the app is unable to identify the printer over USB, restart the printer along with the mobile device.

Please follow the steps below to troubleshoot the issue

• Please try using the USB Host Diagnostics app. With the help of the said app you can check if the functionality of the USB port of your mobile device is limited for the 3rd party apps by the device manufacturer.
  One can get rid of such limitation using the said app on a rooted device only. We do not recommend rooting a device if you are not authorised to do so as this might lead to the violation of the warranty.
• Moreover, please try using another USB OTG cable
• If above listed steps are not helpful, please try using a driver for a similar printer model (this might be helpful if a specific driver used by the app for your printer is not fully functional)

Note: the fact that your mobile device works properly with USB mice/keyboards or lets you browse files stored on USB flash drives does not guarantee that it will be able to print via USB.

Some of the mobile devices are unable to communicate with a printer properly even if USB Host mode is supported. This happens due to specific electrical design of the USB port.
Sadly in such case the app is not likely to work properly.

This is a connectivity issue.

• Please make sure that your Internet connection is stable
• Try accessing the resource later (this might be a temporary problem on the server side)

Also please do as follows if the suggestions above were not helpful.

• Restart your mobile device and your router
• Re-install the app if the problem persists

This error might occur while transferring data to printer.

• Please make sure that your Internet connection is stable
• Please restart your mobile device, your printer and the router
• Re-install the app if the problem persists

This error appears when the app fails to send a print job to a printer correctly.

This issue can be fixed by selecting BJNP as the printer's protocol if you are using a Canon printer.
Please note that your printer should be detected by the app prior to selecting the protocol.

• Launch the main screen of the app
• Tap 'Gear' icon in the top portion of the screen
• Select 'Printer' menu
• Tap 'Protocol' entry in the 'Advanced Options' section of the menu
• Select 'BJNP' protocol

If you are using a printer manufactured by any other company, please try re-installing the app and rebooting your mobile device as well.

This error might occur while transferring data to printer.

Sadly there is no 100% working fix for this error at the moment. However, you can try doing as follows.

• Please restart your mobile device, your printer and the router
• Re-install the app if the problem persists

This happens when the app is unable to establish a connection between a Bluetooth printer and a mobile device properly.

If you are printing via Bluetooth, please do as follows to fix the issue.

• Launch the 'Settings' menu of your device
• Select 'Bluetooth' entry and un-pair your mobile device with your printer
• Restart your mobile device and the printer
• Launch the 'Settings' menu of your device again
• Select 'Bluetooth' entry and pair your mobile device with your printer

Also please make sure that your printer is turned ON.

This error appears when opening an empty or corrupted file.

Please follow the suggestions below to troubleshoot the issue.

• Make sure that the document you are trying to print is not empty
• Make sure that the document is not corrupted
• Try re-installing the app and rebooting your mobile device as well

This error might appear when using an app installed from an unauthorized web site.

Please install the app from Google Play, Amazon or from any other authorized marketplace corresponding to your device.

Installing the app provided by unauthorized web-sites might be dangerous and insecure due to the wide range of permissions used by the app. The app might be reassembled and modified with malicious code. This means that your private information may fall into the wrong hands.

If you are using the app provided by unauthorized web-sites, you are doing so at your own risk.

This error message appears if Fonts collection has not been installed properly.

Try re-installing the app or clearing its data in Settings/Apps/PrintHand as follows.

• Go to the 'Settings' menu. This can be done by tapping the Gear icon in the notification shade or in the app drawer where all apps are located
• Locate 'Apps' (or 'Applications', depending on your device) in the menu, then locate the PrintHand app
• Tap 'Clear data' button (if you are using Andropid 6.0+, prior to doing so tap on 'Storage' entry so that the buttons for clearing the cache and app data will become available)

If nothing helps, please contact support and specify the account (email address) which you were using to buy the app.

This happens with documents generated by some mobile Office apps.

Our app works properly with documents created with MS Office suite and other word processors.
As for documents generated by mobile Office apps, we have tested those that are generated with Olive office, WPS Office (former Kingsoft Office) - both are free. We have also tested Documents created with Google Docs, Office Suite Pro and Docs2Go with satisfactory results. QuickOffice word documents are not supported yet.

You can also try converting the document from DOCX or XLSX to DOC or XLS file format respectively.

This usually happens to TXT documents with a type of encoding that is not supported by our app.

Please try changing the encoding of a document to UTF8 or a different type of encoding and see if this helps.

Usually one can alter encoding of a text file in a text editor. This can be done in a free Sublime Text editor available for Windows, Linux and macOS.
In the menu of the editor you can select 'File' - 'Save' with 'Encoding' and switch it to 'UTF-8'.

Alternatively you can try using Microsoft Word to do so. Please see Microsoft's help page on choosing encoding when saving files.
Please don't forget to save file after altering the encoding.

Moreover, there are some mobile apps capable of doing so. For instance, you can try using a 3rd party app called Change Encoding.

This error is related to fonts. It is likely that the Fonts collection has not been downloaded or installed properly.

You can try installing or reinstalling the libraries manually.

• Make sure that your Internet connection is ON
• Launch the app
• Tap the Gear icon in the top right portion of the screen
• Tap 'Libraries'
• Delete the Fonts collection and download it again

If nothing helps, please go to Settings/Apps/PrintHand and tap on 'Clear data' button.
Also please try re-installing the app and rebooting your mobile device as well.

This happens with documents generated by some mobile Office apps.

Our app works properly with documents created with MS Office suite and other word processors.
As for documents generated by mobile Office apps, we have tested those that are generated with Olive office, WPS Office (former Kingsoft Office) - both are free. We have also tested Documents created with Google Docs, Office Suite Pro and Docs2Go with satisfactory results. QuickOffice word documents are not supported yet.

You can also try converting the document from DOCX or XLSX to DOC or XLS file format respectively.