Scan to email not working

[Nick2__--]

Error message after I touch the photo or document icon during scan to email. Scan to email is in the app icon.

Spoiler

Connection error The printer was unable to connect to the server. Check your internet connection and try again.  I'm connected to the internet and this problem has been happening for over a week now. 

Thank you, Nicholas

[Dragon-Fur]

@Nick2__--

What you do depends on what has failed...

NOTE:  The following is based on my experience and may -- or may not -- be true in your current situation.

Some background information:

The basic methodology used with "Scan-to-Email" is model dependent. 

Printers without digital filing, that is, those printers without the ability to connect directly to the smtp server, use the Scan-to-Email App.    On some printers the Scan to Email App is available on the printer's front panel in "Apps".

The Scan-to-Email App uses Web Services as a means to communicate between the printer and the Cloud servers where the email is processed.  For this reason, Web Services must be running on the printer: HP Printers - Turning On Web Services

Web Services provides the connection between the printer and the HP Connected / Cloud servers that are used to register and process the scan email.  For this reason, the HP Cloud Servers must be running and providing service.

During Scan-to-Email registration (setup), an HP cloud server sends (back to the owner) a confirmation email that includes a PIN number.  The PIN is used to verify the owner's email address information.  The PIN is used to prove "I am me".

If there is a break in the service (Web Services communication between home network and the Cloud server(s)), the PIN cannot be sent and / or scan emails dependent on the Cloud servers cannot be processed.

So...

If you are using Scan-to-Email ON the computer...

If your printer does support smtp, it might only be necessary that you start your email program (Outlook) on the computer to get this to work.  If the installed email program is running AND if the problem was simply the smtp process sticking, running the installed email program at the same time you are using scan to email might fix the problem.

and / or

If your printer does not support smtp, your scan to email is dependent on web services and a connection to Cloud services as a means to transfer the scan to the email app, then to the cloud server, and (finally) to the destination.

The "server connection" or the web services connection is down / disconnected.

1. If it is the Cloud Services / Server, it will eventually fix itself.  (No time frame - we don't have any way to determine this).
2. If the problem is Web Services on your printer, you can fix it -- there are consequences (even assuming the "fix" works).

The "hitch" -- if you disconnect Web Services to try and fix the problem, stopping Web Services kills your HP Connected connection and your printer email address is lost.  Rats. 

Assuming the best, waiting a few minutes and then starting Web Services will reconnect the setup. 

Unfortunately, your email address is lost - you need to print a new claim code (created when Web Services is (re)started), log into your HP Connected account, enter the claim code to "add your printer". 

You can then customize the address -- but you need to slightly change the custom name from what it was (before the whole thing fell apart) to something "slightly" different.  For example, add a "2" to the end of your customized email address to change it "just enough".

Want to avoid the whole thing for now?

Scan to your computer, save the file on the computer.

Open your email, Attach the file / image, mail to whomever.

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[Nick2__--]

Thank you Dragon-fur

I hope it's the server. I don't have a pc or laptop, I'm ushering a Kindle fire HD7 + all in one HP Officejet 6600. I've been faxing instead of scan to email. Thanks again, Have a Merry Christmas!

Nicholas

[Dragon-Fur]

@Nick2__--

You are welcome.

It might indeed be the cloud servers.  Hang in there.

My sister depends on her Kindle 10 Fire (something) - most of the time it's fine and things don't get "complicated".

Yes, Merry Christmas!

Merry Christmas 2018

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