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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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db327
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can't scan to network drive since installing Windows 10 1709 Fall Creators Update

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HP 8600 Premium (N911n)
Microsoft Windows 10 (64-bit)

Hi,

 

Since doing a fresh install of Windows 10 1709 (Fall Creators Update), I am unable to scan to a network folder from an HP Officejet Pro 8600 Premium (N911n).

 

All printer functions work except for Scan to Network Folder from the printer/scanner.  I can Scan from the HP software on my PC, but that's not acceptable for larger scan jobs that require manual page feeding.

 

There's a similar problem at this link - https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/Print-scan-problems-since-Windows-10-Crea... I've tried every step and variation at this link 2-3 times.  They did not solve the problem.

 

I also tried everything on this page: https://support.hp.com/us-en/product/hp-photosmart-7520-e-all-in-one-printer-series/5199461/model/51...  That didn't solve the problem either.

 

HP, you really need to provide additional resolution instructions and/or better diagnostic tools.  I'm a senior software engineer and can wade through most anything if I have visibility into the problem.  You're not providing adequate information to diagnose and resolve this problem.

 

When I try to scan to network folder, the printer gives an error, "Cannot connect to <my network folder>.  Make sure the remote computer is turned on."  The folder is correctly shared and is visible from all other computers on my LAN, so the issue appears to be an incompatibility in the HP software with Windows 10 1709.

 

Please help.

 

thanks, dave

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The_Fossette
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@db327,

 

Welcome to the HP Forums!

 

Thank you for posting your query on this forum, it's a great place to find answers.

 

I reviewed your post and I understand that you are unable to scan to network folder after installing Windows fall creator update.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

In order that I may provide you with an accurate solution, I will need a few more details.

  • When was the last time the printer was working fine?
  • Let me know the troubleshooting steps you have performed? (Unable to open the link you have posted)

Meanwhile, I recommend you setup the scan to network folder again. Follow the steps in the below video.

 

http://hp.care/2ELGXXk

 

NOTE: Though the video is for a LaserJet printer the steps are same.

 

If the issue persists, I recommend you enable SMB on your computer. Follow the below steps to Enable SMB.

 

Programs and features > turn on windows feature > SMB 1.0 CIFS Server > reboot PC.

 

 

Let me know how it goes and you have a great day!

 

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

db327
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@The_Fossette,

 

Thank you so much!

 

Enabling the CIFS server solved the problem.

 

In case any others want to read the related threads I referenced, and since this forum truncates links, you can search this forum for: "Print/scan problems since Windows 10 Creator's Fall update" to see those very detailed resolution instructions.  Those instructions helped some folks, but not me.

 

This printer and scanner worked 100% correctly for 3 years under Windows 7 and Windows 10.  Due to the very buggy Windows 10 1709 update that corrupted my C: drive, I had to do a fresh install of Windows 10 1709.  That's when the Scan to Network Folder stopped working to this PC.  FWIW, Scan to Network Folder did work to other PC's that were successfully upgraded to Windows 10 1709.  So, there's an issue unique to doing a fresh install of Windows 10 1709.

 

Thanks again for your help!

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The_Fossette
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@db327,

 

Perfect, I am really glad to hear that! 

 

If any other questions arise, please feel free to write back to me.

 

Good day! Take care 🙂

 

Cheers!

 

The_Fossette
I am an HP Employee

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Dericslab
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The issue with the current April 2018 build of Windows 10 (1803) and scanning issues because of the SMB flaw is really annoying, especially to IT Support.

 

While we have many clients experiencing this issue at the moment (May 2018), the "best solution" we have at the moment is to load the Cumulative Update for Windows 10 Version 1803 (KB4100403), and to then ensure the device is connecting to the network via a set IP address and not DHCP.

 

This seems to resolve the issue currently, and hope this helps everyone out there looking for a solution.

 

The link to the Cumulative Update is: https://www.catalog.update.microsoft.com/Search.aspx?q=KB4100403

 

Thanks

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Adknz
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Thanks very much, this helped me after two days searching for solution.

Many thanks

Cheers

Adknz

mls2k3
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Thank you! I had the exact same issue. Not complaining but in the spirit of having a better customer experience, it would have been nice if users were given the heads up to look at their SMB settings while in the tab to setup their network folder. This would have saved a bunch of wasted time troubleshooting and pulling one's hair out.  

JustinA-SWE
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I too was having this problem with my HP Laserjet Pro MFP M476nw with Windows 10 Pro Version 1809 (OS Build 17763.316) and configuring the "Scan to Folder" settings.

 

For posterity to those still struggaling with this issue, here are the helpful tips that got me to a solution (My steps are for intermediate and advance users who have some base understanding of Windows File Sharing and Command Line Usage).

 

Dericslab correctly pointed out that ... "the device is connecting to the network via a set IP address and not DHCP".

 

What this means is that you may need to configure the "Scan To Folder" network path with a fixed IP address rather then the assigned Hostname of the Computer hosting the shared folder (HP must have a bug in its SMBv2 firmware implementation preventing DNS resolutions from working correctly).

 

Example:

Network path :  \\MYCOMPUTERNAME\scantofolder

--Change to -- 

Network path: \\192.168.1.21\scantofolder

 

I have both my PC and the HP Printer using statically assigned IP addresses by my router's DHCP server using Fixed MAC Address and IP assignments. I found that the HP Printer Network settings were set to use my router as the primary DNS Server (192.168.1.1), but even though I could resolve my computer hostname to a valid IP (used Windows CMD line command "nslookup MYHOSTCOMPUTERNAME 192.168.1.1"), the HP Printer is unable to do so. 

 

There definitly appears to be a software bug in HP firmware dated (20180201) and the attempt to support SMBv2 was not implemented correctly to perform DNS translations within a LAN.

 

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