Files scanned to email from printer touchscreen are missing .pdf extension

[Bothered20]

When a document is scanned to email -- in this case gmail --  via the printer touchscreen, the output file attached to the email can be previewed in gmail with no problem.  However, if I try to launch the attachment directly from gmail -- by clicking the download arrow and then clicking on the file in the bottom left corner of the computer screen --  I get an error message stating that there is no app applicable to the attachment.  The workarounds seems to be: (a) going into the Downloads folder of the File Explorer, double-clicking on the file, and selecting Adobe Acrobat in a dropdown menu to open the file; or (b) adding .pdf to the file name which then allows the file to be opened by Acrobat by double clicking on the renamed file.

This error has only been occurring in the past two weeks or so.  Prior to that there has been no issue opening the attachment directly when in gmail.  I have also noticed that when the scan function was working properly the scanned output file did come with the .pdf extension.  (When I looked at the Properties of the files created after starting to experience the error, I have noticed the "Type of file" simply appears as "File" for the problematic files.  Whereas the "Type of file" shown for the good files are shown as "Adobe Acrobat Document (.pdf)")  Note this error does not occur when the document is scanned to email using HP Smart or the HP Scan printer application.

I have done a firmware update on the printer, but received a confirmation that the firmware was up to date.  I have also tried doing a default factory settings reset, but this did not fix the problem, either.

Would appreciate the help.

[TEJ1602]

@Bothered20

Are you using the scan to email feature on the printer?

1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
4. Go to Scan > Scan to email > Change the settings under 'save as' to PDF.
5. Try scanning.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[Bothered20]

Hello, there,

I had tried this approach before and just tried it again.  On the EWS page, under Scan there is no Scan to email function.  There is only an option called "Scan to Computer/Webscan" in the left pane.  In the right pane there is a red do-not-enter sign (i.e., a red circle with a slash across it) and the message "You cannot use this function because it has been disabled.  For more information, contact the person who set up the printer."  Interestingly enough, I can scan a document to the computer just fine, whether using the printer touchscreen or using HP Smart on my computer.

[TEJ1602]

@Bothered20

On the same page, go to Settings > Within the Administrator Settings option check the WebScan option, and apply the changes.

Now, check under Scan. You may attach a screenshot in your next post too.

Let me know how this goes.

Please click “Accepted 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!

[Bothered20]

After I changed the Administrator Settings as you suggested, the attached screenshot shows what the EWS page look like under the Scan tab.  There is still no access to scan-to-email settings.

[TEJ1602]

@Bothered20

Is this happening via ADF or glass or both?

Keep me posted.

[Bothered20]

Both.

[TEJ1602]

@Bothered20

Will check on this and get back to you 🙂

Thanks for understanding!