Flat bed scanning to email freezing after adding pages

[rorkbole]

When scanning to email from the flat bed glass, and when prompted for the next page, the scanner never completes the task - so nothing is emailed and the entire unit is frozen until power cycled.  We are seeing this behavior on 2 different MFP 4101fdn models that are on the most recent firmware and scanning to an "open" 365 Exchange relay (all internal, not passing through any spam filtering).  This does not occur with ADF scans to email and we cannot duplicate the behavior using EWS web scanning as it does not prompt for the next page.

[Raj_05]

Hi @rorkbole,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing a frustrating issue with your HP LaserJet Pro MFP 4101fdn printers when scanning to email from the flatbed. Since this problem occurs on two separate units, it may indicate a potential bug or compatibility issue rather than a hardware malfunction. Here are some troubleshooting steps you can try to resolve this issue.

Check Firmware and Software Updates:

• Ensure that both printers are running the latest firmware. You can check for firmware updates via the printer’s control panel or the HP Support website.
• Verify that the latest version of the HP Smart app or any other scanning software you're using is installed.

Reset the Printer Settings:

• Sometimes, resetting the printer to its factory settings can help resolve glitches. Refer to the user manual for instructions on how to perform a factory reset.

Email Configuration:

• Double-check the email settings configured on the printer. Ensure that the SMTP settings for the Office 365 relay are correctly entered. You may want to test using different SMTP settings (if available) to see if that resolves the issue.
• Confirm that the printer's email function is configured to use secure SMTP (if your environment requires it).

Test with Different Email Accounts:

• If possible, test the scanning to email function using different email accounts or different SMTP servers to rule out issues with the specific configuration.

Scan Settings:

• Experiment with different scan settings, such as resolution and file format, to see if any specific setting might be causing the freeze.

Use ADF:

• Since you mentioned that scanning via the Automatic Document Feeder (ADF) does not cause this issue, consider using the ADF for multi-page documents as a workaround until a permanent solution is found.

Network Issues:

• Ensure that the printers are on a stable network connection. Intermittent network issues could cause scanning to freeze.

By following these steps, you should be able to pinpoint the cause of the freezing issue and hopefully resolve it.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support