Cannot scan to email

[sabotta]

Recently, the Scan to Email feature on my HP Officejet Pro 8620 printer has stopped working. On the printer, the error message displayed is "Cannot Connect to Server". On the HP site for the printer, when I test the outgoing email settings, the test fails with the message "Unable to connect to the printer. Check your configurations and try again."

According to the both HP site and printer display, the printer is connected to the Internet. And, I'm able to connect to the printer from my computer.

I've already tried this solution that was posted on the forum.

"Please try the following and check if that may help:

• From the Control Panel select Uninstall a Program.
• Click 'Turn Windows features on or off'.
• Ensure the 'SMB 1.0/SIFS File Sharing Support' is checked with all its 3 sub-options checked as well.
• Restart the computer as prompt if you enable any option as prompt, then check for any difference."

[sandytechy20]

@sabotta

Welcome to the HP support community.

Turn on the web services on the printer

1. On your control panel, press the HP ePrint icon.

   If your control panel does not have an HP ePrint icon, navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu.

   • If a summary screen displays, Web Services is already on.

     

   • If a prompt to turn on Web Services or set up HP ePrint displays, follow the prompts to turn it on or set it up.

     

2. If you are prompted to update the firmware, press OK.

If the issue persists, try the steps mentioned in this HP document to fix the issue:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[sabotta]

Thank you for responding to my question. The Web services is working (connected); I followed your steps to confirm this.

I think that this is a hardware problem, specifically the ethernet port on the printer. I tried replacing the ethernet cable connected to the port on the printer, and switching to a different ethernet hub port, and the problem persisted. 

[sandytechy20]

@sabotta

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

Cheers.