ENVY 6230: 1. Scan to Computer failure; 2. keeps going offline 3. fails to shut down normally

[PewlettHackard]

Issue 1: Impossible to Scan to Email from the 6230 panel. Never had this problem with older models - or Windows 7 (maybe it's a Win 10 issue that HP has failed to address). Fails on older ENVY 5640 too.

Issue 2: Printer keeps turning off line. Only solution is to haul the printer out, reach behind, unplug and reinsert.

Issue 3. Shutdown operation fails on the 6230 - it just reads "shutting down" with a moving line animation and never shuts down.

I'm ready to return this to HP as not of merchantable quality, but thought I'd try these forums in a last ditch attempt. Best way is to paste my Twitter help saga; here it is, in all its frustrating boring glory (HP responses in italic):

++++++++++++++++++++++++

Thank you for your reply.

Apart from the Send To Email issue (this function fails on our ENVY 5640 too, with Windows 10 OS) the Shutdown operation fails on the 6230 - it just reads "shutting down" with a moving line animation forever; I must unplug to shut down.

Also, I get random "failure to connect" messages, so have had to run the HP Print and Scan Doctor several times.

And why are there 2 choices of Scan To... on the 6230 panel - "DESKTOP 2760EPQ" and "Scan to DESKTOP 2760EPQ"; which is the one to choose? How to I remove the redundant one?

Why is your software so impenetrable obtuse?

I'm feeling like returning the 6230 as not of merchantable quality, and don't wish to risk another InstantInk HP model because it might run the same lousy software.

Kind regards,

Hi there, thanks for reaching HP support,

Greetings for the day!

I'd be glad to help you, I request you to follow steps given below to perform a reset on the printer and let me know the results.

** Power reset :

1. Turn the printer on, if it is not already on.

2. Wait until the printer is idle and silent before you continue.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Thanks

Susan-HP Social Media Tech Support

I followed all those steps, including direct to wall socket.

Pressed Scan on printer display.

Selected plain computer name, not Scan to computer name.

Connecting....

Scanning...

Scan completed.

No popup box on computer screen as used to happen with HP software.

HP29CESE.home (HP Envy 6200 series) is showing in Windows Settings.

Same error message appears... "X The HP Scan app can not find an app installed on the computer. Please ensure your email app is installed and properly configured..."

Of course Thunderbird is - we send and receive emails normally.

Next I scanned via the "HP Envy Photo 6200 series-HP scan" icon on the desktop. Configured it to scan to Emailas jpg, and to save a copy, configuring the destination path to Documents/My Scans. Same error message failure to find email app, and Explorer opened as configured, displaying the file.

Tried another test from the printer... "Scan to DESKTOP nnnxxx" ... Scan completed, and Windows Fax and Email app opened, as in pic attached.

I'll run similar tests - again - on the ENVY 5640 when I have time, I suppose, but this is a software issue.

You know it is, because of the number of complaints on the HP forums with an apparent solution by editing the registry.

Kind regards,Green tick v red cross???accessing foreverComputer *was* runningFollowed all steps; failure persists

I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s")

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

Download and install the drivers from the link given below.

https://t.co/NjE2ccuFIe

Executed all that. Tried Scan to Desktop from panel ... Accessing... "not available"...Computer was on, both on same network, so loaded HP software... Add a Device...only option was USB or Wired (what??)... so did USB.... loaded HP Smart... set up new device...long wait...6200 🟢 "Online"... clicked image...failed to see it....power cycled... HP software found printer again...selected "Wireless (recommended)"... launched HP app ... Scan To failed (same No Software error on panel)...launched HP Print Scan Doctor... found 6200 (btw the pic shows a different device, like a 7200) ... Tried scanning using the HP software on desktop - got that to send pdf to email, and saved as jpg to file.

Scan to Email displays same error.

I request you to follow steps given below and let me know the results.

Step 1: Uninstall HP Smart app on the phone.

Step 2: Restore network settings to default settings:

1. From the Home screen, touch (Wireless) and then touch ( Settings ).

2. Touch Restore Network Settings, and then follow the onscreen instructions

Step 3: Run wireless setup wizard:

1. From the printer control panel display, touch (Wireless).

2. Touch ( Settings ).

3. Touch Wireless Setup Wizard.

4. Follow the display instructions to complete the setup.

Step 4: Install the HP Smart app again and try

I don't have HP Smart on a phone. It's a desktop running Windows 10 64bit.

I've run the printer Wireless Setup Wizard once already... before I contacted you.

What about that tweak in the Windows registry that I saw on the HP forums?

Is there another HP printer scanner model that doesn't have this problem?

Our previous one was so easy to operate the Scan to.... Email ..... pdf or jpg choice from the control panel.

Very disappointed.

I understand how frustrating this would be, but I am trying all the possible steps to help you resolve the issue.

I request you to follow steps from the document given to set up scan to email.

https://t.co/ax55xghCZA

....... Meanwhile I tried using the ENVY 5640 to Win 10 desktop with HP Smart installed, and ordinary printing working fine. Scan to Email from printer panel says the software isn't installed. So does simple Scan to Computer from panel. If I run HP Smart K can Scan using that software, but when I choose "Share" it forces me to use MS Outlook mail, not my normal Thunderbird, so I have to save the file, rt click it, and select Send To.... Mail Recipient. Only then does default mail ... Thunderbird... load.

Why does HP Smart not see Thunderbird, if it's my default mail programme in Windows?

Sorry to hear that the issue still persists.

However, you can refer to the document given below and setup scan to email option.

https://t.co/PQxyyFJvnw

Scan Doctor says software incomplete. So I try yet again to install it... it's already installed, of course, as has happened before. Tried yet again to scan from panel, and even though Scan Doctor sees the printer, I get on computer screen "... 6200 not found"

The only way to scan is from HP Smart app.

It used to be so easy from earlier HP model... just hit Scan on panel, choose Scan to Email, select pdf or jpg. Hit OK.

Thunderbird would open, email ready to edit, scan already attached.

What has gone wrong with your useless software?

Are all your latest models like this... not fit for purpose? Not as advertised?

Since the last message I've spent the whole time removing all HP drivers etc from the system, including executing printui /s /t2

reinstalling HP Smart, checking firmware is up to date, installing the 6230 in Windows Devices. I can scan using HP Smart as before... no change at all. When I try scan to computer I get this, [pic of screen saying “software required”] even though software is installed

[Jay_G24]

Hi @woodarch,

I'd like to help!

I understand you are unable to scan from the printer and scan to email isn't working.

HP Smart is an application and you would need the full-featured drivers to enable to scan to computer 

Please install the HP Full-featured driver to enable the Scan to computer Option.

Once the download is completed, follow the onscreen instructions to finish the setup.

Enable Scan to computer

Open the HP Full-featured software by clicking on the printer icon on the desktop screen or by searching windows for HP Officejet Pro 6968.

Search Windows for HP > HP OfficeJet Pro 6968> double click to open the HP Printer assistant > Click on Scan

Click on Manage scan to computer 

Click on Enable > Check the box at the bottom > Close

Follow the steps in the document to setup scan to email -How to set up and use the Scan to Email feature ( the product might be different but the steps remain the same)

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[PewlettHackard]

Thank you for your suggestion. Unfortunately it introduces further complications to the existing problems: I don't want EWS; I just want to Scan to Email as before i.e. use the panel controls on the ENVY 6230 (not a fancy Laser Jet Pro that I'm directed to (as in "Note:

This document applies to some HP LaserJet Pro multifunction printers (MFPs), but not all.

To set up and use the Scan to Email feature on HP LaserJet Pro MFP M329, M428, M429, or M479 models, refer to the following document:

HP LaserJet Pro MFP M329, M428-M429, M479 - Set up Scan to Email" )

I've installed/reinstalled the Full Function HP Smart more times than I care to remember. (EN6200_Full_WebPack_44.4.2679.exe)

Here are screen shots of today's fun (including a Print and Scan Doctor analysis that insists that the printer is out of paper when it has a stack loaded). Needless to say I had to perform the usual power cycle of the printer. Even with HP Smart loaded and running, with a green tick against the 6230, when I hit "Scan" on the panel then "Scan to DESKTOP-1234NNN" I get the horribly frustratingly suicide-inducingly familiar "! Software required; Visit 123.hp.com to get the HP Smart app or other HP scanning software for your computer".

I despair of this company. Looks very much like the product and its software is not fit for purpose, and I'll have to return it for a refund, and choose a different brand. Can someone *please* explain why HP software used to work so smoothly and simply - Scan, Scan to Email on printer panel, choose pdf/jpg, "any more scans?", desktop window email client pops open  with attachment ready, complete relevant fields, hit "Send" - so simple, and now that simple process is not possible.

And why do I keep having to power cycle (or unplug and reconnect) to reestablish the wireless connection?

[PewlettHackard]

Just tested the wireless print function. Simple page in Notepad that read "test". The connection was fine; the printer started spewing out pages of garbage. Nothing in the print queue. Had to hit "X" on the printer panel after 6 pages....

[Jay_G24]

Thank you for getting back to me and attaching images.

Please install the full-featured drivers and not HP Smart.

And by setting up scan to email on ews page you will be able to access it on the printer screen.

Hope this helps!

Keep me posted!

[PewlettHackard]

Thank you for your reply, Jay_G24, and for highlighting the unlabelled full-featured drivers. 

Why HP don't label that highlighted download as "full-featured drivers" is beyond my comprehension. It is staggeringly stupid, if these are what is required to install the full features that you believe will resolve this issue. Why hide this key software feature in an "EasyStart" package? Why not include it in HP Smart that implies that HP Smart will "complete" the set-up? Why does the printer specify "HP Smart" when it's already installed, and not the "Easy Start Printer setup" drivers that you have shown? 

Why does that HP window display that the printer is online and offline simultaneously (as in my pic above, edited with the red arrows and ? mark?)

I guess I'll have to persevere trying to resolve this. I'll let you know what happens.

[PewlettHackard]

Oh, I forgot to ask: do I uninstall HP Smart before installing the easy start drivers? Or does EasyStart just run alongside Smart?

[Jay_G24]

HP Easy Start can work alongside HP Smart.

The printer is available on the Application, but its not installed on the computer with drivers,

Do try the steps and let me know this goes!

[PewlettHackard]

Thank you Jay_G24. I tried that, waited for 15 mins for step 3, thinking **bleep** this is a fast connection it must be a HUGE file (see pic ), gave up in exasperation, closing both windows, only to have a message display to say that the software was installed.

So I tested the Scan to Email. The same familiar confusing options on Panel ( DESKTOP XYZ/ Scan to DESKTOP xyz, the latter telling me to get software from 123.hp.com). DESKTOP xyz worked - up to a point, And it's the point I reached weeks and weeks ago, when I learnt somewhere on these forums (can't find it now) that some folks tweaked the WIn 10 registry to make the HP software think that Thunderbird is Outlook; that didn't didn't show in the features when I bought the machine. Should be an easy fix for your software engineers?

The only other solution is to Save as ... pdf/jpg, then rt click it when it appears on the Windows screen, then choose Send to.... , choose Mail Recipient, whereupon the email client (Thunderbird in our case) launches with jpg/pdf scan attached.

What happened to the earlier simple Scan to Email procedure that launched Thunderbird when the scan was complete? Why won't HP fix this? It was so easy.

If I don't reply any more to this thread it's because I've tied the ENVY 6230 and 5640 (it does the same) round my neck and jumped off London Bridge.

[Jay_G24]

Thank you for getting back to me.

Before you can scan to email, you must configure your email with a local email client, such as the Windows Mail app, Microsoft Outlook, Mozilla Thunderbird, or Windows Live Mail. If you already have a local client configured on your computer or do not want to scan to email, skip to the next step.

• Windows Mail app is pre-installed on all Windows 10 computers. Search Windows for mail, open the app, and then add your email address. If you are using Windows 8, go to How to set up email account in the Mail app in Windows 8.1 (in English).

• Microsoft Outlook is available for purchase at the Microsoft Store (in English), either individually or as part of the Microsoft Office Suite. Go to How to set up an Internet email account in Outlook 2013 or 2016 (in English) for instructions to add your email.

• Mozilla Thunderbird is available for download at Mozilla Thunderbird (in English). Follow the on-screen prompts to install Thunderbird and add your email.

• Windows Live Mail is no longer available to download but still works if you already have it. Make sure the email you want to scan to is added to Live Mail.

Step 1 Setup Scan to Email -

1.) Click Start, and then click Programs.
2.) Click HP, click the name of the printer, and then click Scan to Email Wizard.
3.) In the Outgoing Email Profiles dialog, click the New button. The Scan to Email Setup dialog opens.
4.) On the 1. Start page, enter the sender's email address in the Email Address field.
5.) In the Display Name field, enter the sender's name. This is the name that will display on the printer control panel.
6.) To require a PIN to be entered on the printer control panel before the printer can send an email, enter a 4-digit PIN in the Security PIN field, and then re-enter the PIN in the Confirm Security PIN field, and then click Next.
7.) On the 2. Authenticate page, enter the SMTP Server and Port Number.
8.) If you are using Google™ **bleep** for email service, select the Always use secure connection (SSL/TLS) check box.
9.) Select the Maximum Size of Email from the drop-down menu.
10.) If the SMTP server requires authentication to send an email, select the Email Log-in Authentication check box, and then enter the User ID and Password, and then click Next.
11.) On the 3. Configure page, to automatically copy the sender on email messages sent from the profile, select Include sender in all email messages sent out successfully from the printer, and then click Next.
12.) On the 4. Finish page, review the information and verify all the settings are correct. If there is an error, click the Back button to correct the error. If the settings are correct, click the Save and Test button to test the configuration.
13.) When the Congratulations message displays, click Finish to complete the configuration.

Step 2 Scan to Email - 

1.) Load the document on the scanner glass according to the indicators on the printer.
2.) From the Home screen on the printer control panel, touch the Scan icon .
3.) Touch Scan to E-mail.
4.) Touch Send an E-mail.
5.) Select the From address that you want to use. This is also known as an "outgoing email profile."
6.) Touch the To button and select the address or group to which you want to send the file. Touch the Done button when finished.
7.) Touch the Subject button to add a Subject line.
8.) Touch the Next button.
The scan settings will display on the printer control panel screen.
9.) To change any of the scan settings, touch the Settings button, and then select the desired settings.
After selecting the desired settings, continue to the next step.
10.) Touch the Scan button to start the scan job.

You may also refer to this document - HP Printers - How to Scan (Windows)

Let me know how this goes!