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HP 7520-e Won't scan to Email Anymore

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HP Photosmart 7520e
Microsoft Windows Vista (64-bit)

I have had my Photosmart 7520e for over a year, and have been able to perform all activities on it without a problem. However, just the other day I found that I could no longer scan to email. I tried unplugging the router and printer, and reconnecting, as suggested but this didn't work. I selected Manual DNS Server and entered 8.8.8.8 for the Manual Preferred DNS Server, and 8.8.4.4 for the Alternate DNS Server, but this didn't work either.

 

When I enter my printer's IP address I see that I am connected to the Network and ePrint; everything seems to be working as it should. But, when I click on Scan to Email I always get the same message on the printer screen: Server Connection Error. Unable to connect to Web Services. Confirm Internet access and try again.

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Hey @ronalds173

 

Thank you for posting in the HP Support Forum.  :robothappy:

 

I understand you're no longer able to scan to email using your HP Photosmart 7520 e-All-in-One Printer.  I would like to assist you with this.  I have some suggestions that might help.  

 

When users encounter this type of issue I typically suggest starting from scratch with the printer's wireless, webservices, and scan to email setup.  You can clear all of these settings in one fell swoop by restoring your printer's factory defaults*.  

 

Here's how:

 

*Note that completing this step will reset your printer's wireless configuration, ePrint address, and other customized printer settings. If you have created a custom @hpeprint.com address it will be permanently erased. For more information on custom ePrint addresses, click here.  

 

  • From the printer's front panel, arrow down and select Tools
  • Select Restore to Defaults

Next, touch your wireless icon, run the Wireless Setup Wizard to restore your network connection and then touch the Webservices icon (ePrint.gif) and re-enable your webservices.

 

If you are able to successfully re-enable your webservices, touch your printer's wireless icon (wireless icon.png) and make a note of the printer's IP address.  Next, complete the following steps to set a manual DNS (as this would have been erased earlier during the factory defaults reset): 

 

  • Input the printer's IP address in a web browser (Chrome, Firefox, Safari, Internet Explorer) and press enter to access that page directly.
  • Click on the Network tab.
  • In the left sub-menu, click Networking.
  • Next, click on Network Address (IP). 
  • Click on Manual DNS Server. 
  • Input Manual Preferred DNS as 8.8.8.8 
  • Input Alternate DNS Server as 8.8.4.4 
  • Click on Apply to finalize this change.  

 

Next, touch the scan icon and input the email address you're looking to scan to.  Next, retrieve the PIN that you should have received automatically and finish your scan to email setup.  Ideally, if you're able to get this far the service will be fully functional. 

 

Please let me know the result of your troubleshooting by responding to this post.  If I have helped you resolve the issue, feel free to say "You rock!" by clicking the 'Thumbs Up' icon below and clicking to accept this solution.

 

Thanks again for posting in the HP Support Forum.  Have a great day! :robotvery-happy:

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

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This sounds great! I am going to try it, but I have some questions first:

1. Will still have all the factory updates to the software that I previously downloaded, or will I need to download them again?

 

2. Will my IP for the printer name?

     (a) Will restoring to factory default change the Wireless Direct Passcode and/or SSID? (I evidently set up a user name and 

           password to log in to the network.)

 

3. You noted after clicking on Network Address (IP) to click on "Manual DNS Server". Do I input these numbers in the DNS Address Configuration section?   Does anything go in to the IPv6 Configuration?

 

4. Under Internet Printing Protocol, do I "Enable IPP" or not?

     (a) Do I need to enter the physical location, (i.e., my home address), in the Printer Location box?

 

Thanks in advance for your answers to these questions, and all your help with this whole issue! I'll let you know how I make out, but it probably won't be until tomorrow.

                 

                        

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Hi @ronalds173

 

Thanks for getting back to me.  

 

I do have some further information that might help.  

 

  1. Restoring your printer's factory defaults won't directly affect your printer's software on the computer, however, in re-establishing a wireless connection, your printer may be assigned a different IP address than what you had before.  The significance of this is that you'll have to do some finessing with your setup on the computer to keep printing smoothly. Click on your printer's icon on your PC desktop after you do the reset - if it loads up the HP Printer Assistant software successfully you're good to go and should be able to still print from PC.  If you get a pop up that says "Connect a new printer", click on that and the printer software will automatically detect your printer on the wireless network.  Worst-case scenario (and highly unlikely), if you totally lose all ability to print, click here to install the HP Print and Scan Doctor for Windows.  

2.  Your printer's Wireless Direct name and password are default - these will stay the same no matter what.  The SSID (which is your wireless network's name) won't be affected by the reset.  

 

3.  You will definitely enter the DNS information I posted earlier under the DNS Address Configuration section.  It will be will be toggled to 'Automatic.' Click to set it as 'Manual' and type in the numbers as directed.  You shouldn't need to access the IPv6 section for this step.  

 

4.  I recommend leaving this setting alone as the defaults are already going to be optimal for whatever type of printing you do.     

 

If you need any more information don't be shy to reply.  Thanks again for posting and have a good one.  

 

Regards, 

E-roq
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the thumbs up" button!

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FYI, I have no idea what I did the other day when I was trying to fix this, but I did end up changing the IP address; but I still got it recognized by my Computer. However, it still wouldn't scan to email so I fooled around more. In doing so I got my original IP address back. I have no idea what I did, or how to change it. As for using the printer icon on my desktop, that has been an ongoing issue for over a year. So much so that I simply gave up. It will no longer open to access anything; it always defaults to reinstalling the software. So, I either access the settings by typing in the IP address in my browser. I can, however, use the printer icon on my wife's laptop, which still works properly.

As for the printer SSID, it is also different from my router. The printer appears on my router network; but when I access it through my browser the network name appears differently...same for the Bonjour name. Rightly or wrongly, I simply access and change the settings via the IP address in my browser.

I will get right on this tomorrow and report back...hopefully with good news! 😃 thanks again!
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You Rock! Everything worked like a charm, and so is my scan to email! I am saving your instructions in case I need them later. I appreciate all your help! 👍
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