Scan to email not working-no error messages

[Cabo1]

First-I am not sure if I have 64 bit or 32 bit if that matters.

My problem is I execute a scan to email but the scan never comes through. I receive no error messages and it confirms the email has been sent. I have tried sending it to diffferent emails with no luck. When I scan I use the HP Solution Center program and it works well for me scanning to PDFs, etc.

When I click subscribe to this forum a page opens with lots of gobble goo on it so I can't leave my email.

[DavidSMP]

Hi @Cabo1,

Thanks for reaching out to the HP community. A very good day to you. 🙂 I understand that you require assistance regarding scan to email not working. It will be a delight to help you. 🙂

.

Superb effort and commendable description of the issue. Kudos to you for that. 🙂 You are an important HP customer and it is an absolute privilege to share this platform with you. 🙂

For better clarity and to assist you better I would require more information regarding this.

Did you make any changes to the email address?

Did you try to update the printer firmware?

For starters please try these steps:

Restore Network Defaults and Reconnect: 

1. On the front panel of the printer, touch your wireless icon at the top

2. Select Settings.

3. Select Restore Network Defaults.

4. Restart your printer.

5. Once it's booted back up, touch the wireless icon again.

6. Select Settings.

7. Select Wireless Setup Wizard and follow the prompts to enter your wireless network details.

8. Try enabling the web services again.

Set a Manual DNS for Your Printer:

You did mention that you have already tried setting a manual DNS for your printer, which DNS did you use. If you have not already tried it, I would suggest using 8.8.8.8 as the Primary DNS and 8.8.4.4 as the Secondary DNS.

If your web services show connected, even though the Scan to E-mail is not working, you may need to reset the web services on the device.

NOTE: Resetting the web services will clear the custom ePrint e-mail you have setup on your printer. Please be aware that if you have a custom ePrint e-mail, after doing this you will need to set it up again, and will not be able to use the same address.

1. Press the Web Services button on the front panel.
2. Press Settings.
3. Press 'remove web services' and confirm its removal.
             This will bring you back to the home page.
4. Press the Web Services icon on the printer again and go through the setup process.

5. Once the web services has been enabled again, try setting up your Scan to E-mail

If this does not do the trick try this step:

-Get your printer's IP Address (Can find this under Network Config under Settings)
-Type the IP into your web browser
-On the left-hand side click on iPV4 under WIRED or WIRELESS (however you are connected)
-Click Manual DNS
-Under preferred type 8.8.8.8
-Under alternate type 8.8.4.4

-Unplug Modem from the wall. Wait 30 seconds. Plug back in.
-Turn off your printer by pushing the power button. Wait 30 seconds. Power on.

For further assistance please check this link out also: https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/Scan-to-Email-is-not-working/td-p/5692150 which is a solution provided by an expert.

Please check your user guide to perform network defaults and to get the printer network configuration page: http://h10032.www1.hp.com/ctg/Manual/c00863866  restoring network defaults and printing network configuration page is  on page 192

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[Cabo1]

No changes have been made to the email address. I did make sure the printer software was updated.  Thanks so much for your prompt reply and I am still trying to resolve the issue.

[Dvortex]

Hello, @Cabo1

Appreciate your efforts! I see that you were interacting with @DavidSMP. I would like to jump in with a suggestion 🙂

I believe you are trying to use the "Scan to email" feature from the HP Solution center (correct me if I am wrong 😉 ). I would like to know whether the solution center is working fine if not for the scan to email option. Also, when was the last time this feature worked on your printer? Please do let me know.

While you are replying to this, please try and reinstall the full feature software on your printer. Here are the steps:

• Unplug the USB cable from the printer and computer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries (including HP solution center) and uninstall them.
• Restart your computer.
• Now click on http://hp.care/2jcVwEH to download and install the full feature printer drivers.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.

Once done, try to use the feature again and check.

Let me know if that helps!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Cabo1]

Dvortex, thanks so much for your efforts. I folllowed your directions and retried the scan to email but still no success. David's instructions were fairly technical so I was not able to follow them.

I just started trying to use the scan to email function so I am not sure if it has ever worked. I can scan documents and then email the document to contacts but I still can't scan directly to email.

[Dvortex]

Hello, @Cabo1

Scan to email feature will only work if you have configured any of other desktop client software (e.g. Microsoft Outlook Software, Mozilla Thunderbird, etc.). Web-based application such as Yahoo, Gmail etc is not supported by this feature.

So do you have the outlook configured on your PC? If you have not, then please configure the outlook, restart the PC and printer and then try again.

Please let me know if this resolves the issue, or if you require further assistance!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Cabo1]

I am using microsoft outlook as my email client that came with windows 10. I am not sure what you may mean by configured-do i need to make technical changes to outlook?

[Dvortex]

Hello, @Cabo1

Try installing the drivers by changing the driver compatibility on your PC. Here are the steps:

• Unplug the USB cable from the printer and computer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them. (Including the HP solution center)
• Restart your computer.
• Go to http://hp.care/2jcVwEH and download and save the full feature driver file (Do not run the file, just download and save it to your desktop or download folder)
• Now go to the download location, right-click on the driver file and select “Properties”.
• Under “Compatibility” tab, check the box which says “Run this program in compatibility mode for” and select “Windows 8” (In fig, I have selected Windows 7, but make sure you select Windows 8).
• Also, select the box “Run this program as an administrator”.
• Apply and save the settings.
• Now double-click and run the program.

Once the printer software is installed, restart the PC. Now, open the solution center and try using the Scan to email feature.

That should get it working. Let me know!

Cheers 🙂

Please consider marking my post as "Accepted solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumps up" to give me "Kudos".

[Cabo1]

I have not tried the solutions in your last reply yet because of a new discovery. I have discovered scan to email from the solution center is working but not effectively for me. I have Microsoft Office 13 installed on my PC which includes Outlook 13--that I do not typically use. I use the new windows 10 outlook. I installed windows 10 when it first came out and was a free upgrade. I opened the Outlook 13 and to my surprise the scanned emails were there-not in my inbox, but in my outbox. I am not sure why they are not in my inbox also since I specified sending them to myself. Somehow HP Solution center is picking up the outlook 13 account and not the windows 10 outlook as I would like. There are some choices in the send to email options in the solution center and I have tried them all with no luck. So, do you think we have an entirely different problem requiring a different solution? You all are really great and I appreciate all the help you are giving me.

[Dvortex]

Hello, @Cabo1

Thanks for the update & Great stuff! Glad to know that you were able to find a workaround!
 

I believe the issue is somewhere in between the Outlook 13 and the Outlook that came with the Windows. I would recommend you use the Outlook 13 which is part of your Office package. Or, you can use the outlook which is part of Windows and uninstall the other version. Using 2 different Outlook version might confuse the printer program and hence the conflict.

NB: You can still try the steps that I mentioned in my previous post. I have noticed the solution center not working properly in certain Windows 10 environments and using the driver compatibility, we can fix that issue. Hence, worth a try 😉

Please let me know if this resolves the issue, or if you require further assistance!

Cheers 🙂

Please consider marking my post as "Accepted solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumps up" to give me "Kudos".