Scan to Email

[DanielG96]

I have two emails setup with the “scan to email” feature. Both address are on the Comcast domain.

Recently, one address stopped receiving emails. No error on the printer. I tried to remove the affected email address, but it required a PIN. Setup so long ago I don’t know what happened with the PIN. The only printer side solution was email the PIN to the address…which has previously failed.

Tried to factory reset the printer and it still retained both Comcast email addresses in the “scan to email” feature. Contacted Comcast tech support thinking their email server was blocking the HP address even though the second email had no issues with this feature. Comcast confirmed no issue and said to contact HP as it must be an issue on their end.

[Raj_05]

Hi @DanielG96,

Welcome to HP Support Community.

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

It sounds like you've already taken several troubleshooting steps, but it's unfortunate that the issue persists. Since the factory reset didn't clear the email addresses from the "scan to email" feature, it seems like the printer is retaining some settings even after the reset.

Here are a few more steps you could try.

• Manual Clearing of Email Addresses: Check if there's a manual way to clear stored email addresses in the printer's settings. Sometimes, factory resets may not completely erase all user-configured settings.
• Update Firmware: Ensure your printer's firmware is up to date. Sometimes, firmware updates include bug fixes that can resolve issues like this.
• Alternate Configuration: If possible, try setting up the affected email address again from scratch. Sometimes, reconfiguring settings can bypass whatever issue was causing the emails not to be sent.
• Alternative Scan to Email Method: If all else fails, you could explore alternative methods for scanning to email, such as using a computer to receive scans and then forwarding them to the affected email address.

It's odd that only one of the Comcast email addresses is having issues while the other is working fine. This could indicate a specific configuration issue with that email address or some sort of blockage on the email server side, but since the second email address is working, it's less likely to be a server-side issue.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[DanielG96]

I have confirmed that firmware is up to date. To remove the email address on the printer requires a PIN and if the PIN is unknown it will resend to the email address which is the issue. I haven’t thought to access the printer via IP address. Maybe there’s a different setting in the web interface. Shouldn’t a factory reset wipe everything? Like factory resetting an iPhone before giving it to the next owner - same idea with a printer. If possible, can anyone double check if a specific Comcast email is being blocked on your server?

[Raj_05]

Hi @DanielG96,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support