"Server Failure" message on HP 8720 when scanning to email

[Marchespie]

Scan to email used to work OK on my 8720. It has stopped working and now the following happens:

 - after selecting "scan to email" and selecting an email address, the printer's screen gives a "connecting" message for about 60 seconds

 - the printer than appears to scan the document, i.e. the scanning head moves across the glass

 - an error message appears stating "Server failure. Try again Later"

The printer is connected to a domestic high-speed wifi network and the netork setup on the printer has been re-done to meake sure it's right. The problem happens the same with different email addresses and domains.

It's very unclear in the setup process just what is meant by a "server" in a domestic setup.  How does the connection route between the printer and the wider world work, i.e. is it directly through the wifi router or does it rely on a PC being connected to the network somewhere?  What is the "server" the error message refers to?

[asmita6658]

@Marchespie

Greetings!
 
Welcome to the HP Support Community. This is a great place to get support, find answers and tips to your technical queries. I have reviewed your post and I understand you are getting a "Server Failure" error.

Don't worry, I'm here to help. 

Let's try these steps -

Step 1 Assign a Google DNS -
1) Get your printer's IP Address (Can find this under Network Config under Settings) or touch the Wi-Fi icon on the printer's control panel. 
2) Type the IP into your web browser
3) On the left-hand side click on iPV4 under WIRED or WIRELESS (however you are connected)
4) Click Manual DNS
5) Under preferred type 8.8.8.8
6) Under alternate type 8.8.4.4
7) Unplug Modem from the wall. Wait 30 seconds. Plug back in.
8) Turn off your printer by pushing the power button. Wait 30 seconds. Power on.

Step 2 Update the printer's firmware -
On the printer's control panel, touch Setup > Preferences > Web Services > Printer Update.

• If you are prompted to sign up or accept terms of service, follow any on-screen instructions to enable Web Services and set up automatic updates. This procedure sets up the printer's Internet connection so it can receive updates.
• If the printer does not automatically start the update process, select Check for Updates or a similar menu to start the update.

If the issue still persists, remove and enable the web-services -

1) On the printer control panel display, from the Home screen, touch (HP ePrint), and then touch (Web Services Settings).
2) Touch Remove Web Services.
3) Restart the router and the printer. 
4) On the printer control panel display, from the Home screen, touch ( Setup ).
5) Touch Web Services.
6) Touch Yes to accept the Web Services terms of setup.
7) The printer will automatically check updates and set up Web Services.
8) Touch OK when you see Web Services have been set up successfully.
9) When the printer is connected to the server, the printer prints an information page, and shows Web Services Summary on the screen.

Hope this helps!

Let me know how that goes.

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Have a great day ahead 🙂

[Marchespie]

Hi, Asmita

This doesn't work on my printer.

Firstly, your instructions are incomplete.

When I enter the IP address on my browser, this is the screen I get:

I evenutally worked out I needed to select "Network" in order to access the DNS setup screen.

Having done so and changed the settings, rebooted the router and the printer, the tried to follow the Step 2 firmware steps.  None of the printer's menus corresponded to your instructions. I was able to muddle through and remove and reinstall web services.

The printer gave me a diagnostic page on its connection during this process which confirmed that it has a good connection to my wireless network.

At the end of the process it printed a page showing it had set up a new email address for the printer.

however, I still can't scan to email - same problem as before.  A long wait, followed by the printer scanning and then failing with "sever error"

WHICH SERVER?

Regards

Neil

[asmita6658]

@Marchespie

Thanks for getting back to us. Please try creating reconfiguring Scan to Email. You'll need to use the correct SMTP settings depending on the domain you are using. 

Let me know.