Constant messages saying that there is a problem connecting to the server when I try and scan

[TimB4]

Hi on my HP6830 touch screen printer my printing works but my scanning doesn't.  They both stopped working wirelessly a while ago so just use a wire now but the scanning won't work even with the wire now with a problem connecting to the server message being displayed.  I have reset, tried to follow advice online but to no avail.  Thanks in advance for the help

[Jeet_singh]

@TimB4,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel.  I see from your post that you are having issues while scanning from your HP printer. No worries, I'll be glad to help you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes before the issue started?

Have you tried to run HP Print and Scan Doctor?

Do you have the full feature software installed on the PC?

Are you able to make a copy from the printer?

In the meantime, let's try these steps here: 

Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

If you’re running Windows, I would start by checking the installed printer software by downloading and running the HP Print and Scan Doctor. This tool can diagnose and fix many printing and printer software related issues. Please use this link to help you with that information: http://hp.care/2biN2XE 

Let’s try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

In order to provide you with the next course of action, I would need to know the Operating system installed on the PC.

In the meantime, if you're running Windows, please follow the steps suggested in this support document - HP Printers - Network Scanner Connection Error (Windows)

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[TimB4]

Tried but no help.  Same problem.

[Jeet_singh]

@TimB4,

It's great to have you back and your patience is greatly appreciated.

As I understand you have followed the steps suggested and still having the issue, don't worry I'll do my best to help you with this.

Just wanted to check if you're able to make a copy from the printer.

If you're able to make a copy from the printer, then this could be an issue with the settings or software related. 

If you're running Windows, I would suggest you uninstall the printer drivers from the root level and then reinstall them by following the below steps:

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.
• Now restart the computer and check if you can print.

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[TimB4]

Spent some time trying all of this and no change

[Jeet_singh]

@TimB4,

Thank you for replying,

As I understand you have tried the tried the steps suggested and unfortunately nothing has helped to resolve this issue.

In this scenario, I would like to know if you need which should help us narrow down the issue. 

Are you getting this error message on the printer control panel or on the computer screen.

Do you have any email client installed on your PC?

If you are having issues with scan to email? Could you let me know the domain that you are using? It is the bit after the @symbol.

Could you please share the screenshot of the error message as this will help me in further assisting you.

Eagerly waiting for your response!

Regards,

[TimB4]

Hi 

It is on the priinter itself.

I am abroad so cannot screen shot the message but it more or less says what the message I originally sent describes.

If you mean outlook then yes I do but that has been the situation for a long time before this problem started.

I use hotmail.

Thanks

[Jeet_singh]

@TimB4,

It's great to have you back and your patience is greatly appreciated. 

After reviewing your post thoroughly, I understand you are having issues with scan to email. Don't worry as I have a  few suggestions which should help you resolve this issue.

Please ensure the printer is up-to-date with its firmware. If you are unsure, you can download and install the latest firmware update from here.

Once you are up-to-date with the firmware, please set a manual IP address and manual DNS servers for the printer. The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server.

Once you assign a manual IP and Google DNS for the printer, use the Hotmail's Default SMTP Settings listed below to reconfigure the outgoing email profile:

· Hotmail SMTP server address: smtp.live.com  

· Hotmail SMTP username: Your Hotmail address (e.g. user@hotmail.com)  

· Hotmail SMTP password: Your Hotmail password  

· Hotmail SMTP port: 587  

· Hotmail SMTP TLS/SSL required: yes 

Let me know how it goes!

[TimB4]

Hi Jeet

I am now back with my printer.  Wow this is the most crazy ridiculous process ever.  I tried to follow your steps but you lost me at "reconfigure the outgoing email profile".  Where and how do I do this?  Incidentally on the network page your instructions took me to when I clicked on the Scan tab the following message came up "You cannot use this function because it has been disabled. For more information, contact your network administrator or the person who set up the printer.".  Well I am my own administrator and I set the printer up so it seems to be directing me to talk to myself!  What kind of conversation am I supposed to have with me about this problem?  Finally I don't see how getting literally hundreds of emails flooding my inbox every day detailing other people's problems is useful. I have no technical skills to speak and certainly can't help anyone else let alone myself so it seems.  How do I end this flood of emails???!!!

[Jeet_singh · Accepted solution]

@TimB4,

Thanks for the update,

As I understand you have tried all possible troubleshooting steps and unfortunately nothing has helped to resolve this issue. 

In this scenario, I would suggest the next option would be to perform an advanced reset on the printer. 

I am sending you a private message with the steps to reset the printer.

The only reason why we are utilizing this on private as these instructions are specific to your printer.

Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,