HP9730e scan to email will not work

[PGilly]

I have just swapped out a HP9010 that was printing and scanning to email absolutely fine, with no issues at all.  I have replaced it with a HP9730e and have been trying for the past 4 hours to set up scan to email, which I MUST have.  The tEST function on the Scan to email setting within the EWS state that the test was successful, but when I then try to send a document scan to email from the device it errors.
Please help before I package the whole thing back up and send it back.
Thanks
Paul

[Dragon-Fur]

@PGilly 

Welcome to the HP Community --

---

@PGilly wrote:

• I have just swapped out a HP9010 that was printing and scanning to email absolutely fine, with no issues at all. 
• I have replaced it with a HP9730e and have been trying for the past 4 hours to set up scan to email, which I MUST have. 
• The tEST function on the Scan to email setting within the EWS state that the test was successful, but when I then try to send a document scan to email from the device it errors.
• Please help before I package the whole thing back up and send it back.
  Thanks
  Paul

---

-- Dragon Comments --

I would guess with a small margin of prejudice that the printer hardware is not to blame.

That said, I would never tell anyone to keep what they do not want.

Perhaps here:

Video – EWS format for select new printers, including OfficeJet Pro 9135e

How to set up ‘Scan to Email’ on HP Color LaserJet Pro & HP OfficeJet Pro printers

--  What else? --

I can offer some guidance based on my own experience.

The examples below are for (and tested on) a different printer.

In so much that I am aware, my OfficeJet Pro 9135e shares the same EWS format and SMTP Scan to Email Profile / Quick Sets offered in the HP OfficeJet Pro 9730e.

-- General Tips --

• The content in this message is an honest attempt to improve the situation.
• Ignore what you do not like, or do not understand, or simply have no intention of trying.

-- Reminder --

If you have not done so,

Consider --

Email Security

• At the least, create a new App Password for use with this printer's Scan to Email setup.  Although it might seem that an existing App Password should work -- it's mail, after all, nothing secret --
• App Passwords can break, are typically not "transportable", and never seem to provide a clear and defining error code when something is wrong that requires attention to the email security settings.
• Regardless, your Email Account Security might not work until you start over:  Switch OFF your 2FA / 2-Step verification > Wait a few minutes > Switch on 2FA > Create a new App Password for use with your Scan to Email Quick Set.

Printer IPv4 / Network  Connection

• If using Switch OFF your VPN (at least) until everything is working.
• Ethernet is better if you have it.  Try to connect the printer's Ethernet to the main router instead of depending on hubs or other extension devices.
• Wireless is only as good as your router, its condition, configuration, load, and placement.  
• A weak, outdated, old, poorly (or incorrectly) configured router impacts every part of your network and every device that depends on that network.  If this describes your situation, consider upgrading.
• 5GHz is pretty, 2.4GHz is sturdy and less fussy about obstacles and distance.
• A manual / static IP assignment is always better -- if you can stand it, do this for all your devices.

Host Names or IP addresses

• Host names are pretty - not all devices (or networks) translate host names as expected.
• If your destination addresses are not working, use the proper IP address and not the device host name.

===============================

Alternate Format EWS – Select newer InkJet and a few LaserJet printers

-- Reminder --

When asked enter the printer’s PIN number –

The default PIN might be located on the back or inside the printer (ink access area).

See your printer's user guide for additional information.

Open your Browser

Type / enter the Printer IP address into URL / Address bar

1)  Section General > Email Servers

And, next

2)  Section Scan > Scan to Email (Job Options)

Next, Create / Edit Scan to Email - Quick Set

Open your Browser

Type / enter the Printer IP address into URL / Address bar

Section Quick Sets > Select one of -- Add / Edit / Copy / Delete  > Quick Set Profile

Complete the steps to create / update the Profile

===================================

Message Content References

-- Take advantage of the extensive HP Video collection --

                                            ↓↓↓↓↓↓↓

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

HP OfficeJet Pro 9730e Wide Format All-in-One series

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You !

Question / Concern Answered, Click my Post "Accept as Solution"

[PGilly]

So,. I managed to sort it - Just!

I made the decision to do a default reset on it and started again from scratch.  When I did this, some of the settings that I did not have before showed up, like default email settings.  I set all of that and the SMTP Server settings (which I had done correctly before - I know this because I was getting the "success" message come up on test.

Lo and behold, the connection worked, the email went through and happy days.

All is now working as it should, and I can chill out again.

Thank you for taking the time to read and respond Dragon 🙂

Regards

Paul

[Dragon-Fur · Accepted solution]

@PGilly 

You are welcome.

Good news, then.

It makes sense that a decent Quick Set configuration should work.   

Agreed --

The Restore Default Settings is one thing that can help when naught else will touch whatever has blown up, fallen apart, or simply stopped working.

I've had to Restore to Factory though not for the same type of failure -- in my case, the Firmware was flipping out.  Lost all my pretty Quick Sets, too.  Wry smile here.  😏

-- For others reading --

Depending on the source of the error, sometimes the right choice is to Restore the Network.

Alternate Format EWS - Select (newer) InkJet Printers and select LaserJet Printers

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section General > Restore Default Settings > Restore Network Settings OR Restore All Factory Defaults

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You !

Question / Concern Answered, Click my Post "Accept as Solution"