Unable to get scan to email setup and working

[MattBartley]

Attempting to setup scan to email on this MFP M428fdw and able to apply settings with server authentication without issue but when I try to save and test to my email it fails to network error. Check the printer's network connection and try again.  I have already attempted a cold reset on the device along with cycling the EWS service.  Have a relay address setup with a Microsoft app password that is working on another HP MFP in my environment as well.

[Rachel571 · Accepted solution]

Hi @MattBartley,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Setting up the scan to email function on an HP MFP M428fdw and encountering network errors despite the correct configuration can be frustrating. Here are a few steps and checks you can perform to try resolving this issue:

Verify Network Connection:

• Ensure that the printer is connected to the network. Test this by printing a network configuration page from the printer’s control panel.
• Check if the printer can reach other network services, such as the internet or other networked devices.

SMTP Server Settings:

• Double-check your SMTP server settings. Since you are using a Microsoft service, make sure the SMTP address is correctly set (typically smtp.office365.com for Office 365).
• Verify the port and encryption settings (Port 587 with STARTTLS is commonly used).

App Password and Authentication:

• Since you're using an app password, ensure that it's still valid and hasn't been revoked or expired.
• Make sure that the email address associated with the app password is correctly entered in the printer’s email settings.

DNS Settings:

• Incorrect DNS settings can lead to network communication issues. Ensure the DNS settings on the printer are correct. You might want to try setting the DNS to a public DNS (like Google's 8.8.8.8 and 8.8.4.4) to test if there’s a DNS resolution issue.

Firmware Update:

• Check if there is a firmware update available for your printer. Firmware issues can sometimes affect network capabilities.

Firewall and Network Security Settings:

• Verify that any firewall or network security settings are not blocking the printer’s attempts to access the SMTP server. This can include checking both your local network firewall and any security settings that might be applied by your ISP or email service provider.

Advanced Network Troubleshooting:

• If possible, capture network traffic using a tool like Wireshark when attempting to send a test email. This might show if there are any resets or denials coming from the email server or somewhere within the network.

Alternative SMTP Relay:

• As a test, set up an alternative SMTP relay to see if the printer can send emails using a different email service. This can help determine if the issue is specific to the Microsoft service configuration.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[MattBartley]

Was able to resolve the issue by changing the IPV4 and DNS settings from DHCP to static.  Once I changed everything, applied, and restarted the printer, everything began working.  Appreciate your assistance.