AirPrint Troubleshooting

Introduction
Although AirPrint-supported printers are available on the network, iOS devices might not be
able to find specific devices. This document describes how to solve that issue.

Requirements for Using AirPrint

For a list of MFPs and LPs that support the AirPrint feature, please check the marketing
announcement regarding AirPrint support status. In Web Image Monitor, the following
settings for the MFP or LP need to be enabled:
• AirPrint
• Please note that some models do not have this setting even though the models
support the AirPrint feature.
• Bonjour
• SSL setting/device certification
• In AirPrint v1.4 and later, this setting needs to be enabled.

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About Using AirPrint
Printing by using AirPrint can be done by connecting the iOS device to the MFP or LP. As
shown in Figure 1:
1) The iOS device sends a query to find connectable MFPs or LPs that are on the same
network.
2) After receiving the query, each MFP or LP sends a response to the iOS device.
3) The iOS device requests details about each MFP or LP that sent a response to the iOS
device.
4) Each MFP or LP sends a response that includes the necessary information to the iOS
device.

Figure 1. Connecting an iOS device to an MFP or LP.

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Details about the aforementioned procedure are shown in Figure 2, which shows a network
capture between an iOS device and an MFP.

Figure 2. Screenshot of a network capture that shows an iOS device attempting to

connect to an MFP.

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What to Do When the iOS Device Cannot Find a Specific Device
on the Network
Check the flowchart in Figure 3 to determine what to do when the iOS device cannot find a
specific device on the network.

Figure 3. Flowchart for when the iOS device cannot find a specific device on the network.

If a Connection to Web Image Monitor Can Be Established

• Branching point 1: Able to connect to Web Image Monitor? If a connection to Web
Image Monitor can be established, go to branching point 2. If a connection cannot be
established, go to branching point 4.

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• Branching point 2: Does the query containing the “MDNS” protocol that is sent
from the iOS device appear in the network packet? When connecting to the MFP or
LP from the iOS device, confirm that the query containing the “MDNS” protocol from the
iOS device is shown in the network packet. If the query containing the “MDNS” protocol
does not appear, the problem is in the network environment rather than the settings of the
MFP or LP. The following are examples of network environment problems:
A) When multicast transmitting is not configured on the access point. If a Cisco access
point, for example, is being used, refer to the following webpage:
www.cisco.com/c/en/us/support/docs/wireless/aironet-1100-series-access-
point/113443-cuwn-apple-bonjour-dg-00.html
B) When attempting to connect to MFPs or LPs that are on a different network address
than the iOS device.
C) When there is a problem with the iOS device.

In example A, the cause of the problem can be confirmed by checking the network
capture. In the Protocol column outlined in blue in Figure 4, no queries containing the
“MDNS” protocol from the iOS device are shown, which means that the problem is in the
network environment.

Figure 4. Network packet of the Cisco access point mentioned in Example A.

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• Branching point 3: Is the response from the MFP or LP shown in the network
packet? Confirm that the response sent from the MFP or LP appears in the network
packet. If the response does not exist, it means that there might be a problem on the MFP
or LP side. In that case, the following settings need to be set to “Active” in Web Image
Monitor:
1) Set AirPrint to “Active”.

2) Set Bonjour to “Active”.

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3) Set IPv4 under SSL/TLS to “Active” and install a certificate in Device Certificate.

If any one of these three settings is not set to “Active”, the query containing the “MDNS”
protocol from the iOS device will appear in the network packet, as shown in Figure 5.

Figure 5. Network packet showing the query containing the “MDNS” protocol.

If “No AirPrint Printers Found” is displayed on the iOS device after changing the
aforementioned three settings, please attach the following three items when submitting an
escalation report:
- SMC
- Network packet
- Device logs

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If a Connection to Web Image Monitor Cannot Be Established

• Branching point 4: Can the IP addresses of both the iOS device and MFP or LP be
obtained? After connecting to the access point, obtain the IP addresses on both the iOS
device and MFP or LP. If the iOS device and/or MFP or LP cannot obtain the IP
addresses, manually configure the IP addresses of those devices. If the iOS device and
MFP or LP can obtain IP addresses, check for problems on the network by inspecting the
following network configurations:
- Check the firewall. Check if the firewall is blocking network packets from the iOS
device or another network environment.
- Confirm that the MFP or LP is connected to the network. The machine’s connection
can be checked by using the “Ping Command” function on the MFP or LP.

Enter the IP address a device, such as the access point, iOS device, or other device,
that is connected to the same network. When the “Ping Command” function is run, the

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 MFP or LP display will show whether the ping was successful or failed. If the MFP or LP
display shows that the ping failed, check the conditions in the network environment.

- Check for routing problems. For routing problems, check the routing settings within
the network environment.

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