Grey background while scan through printer panel scan to email option in printer MFP M277dw

[RajeshGupta1]

Hello Everyone,

I have been facing grey background problem in scanned document when scanning using printer scan panel with option "Scan to Email". I have already configured scan to email through printer so its easy for me to scan and directly send email to my email id.

However, when we scanning using HP Scan app there is a option in more setting for enable background filter and it help to have white background instead of grey but this kind of setting not available in scan to email option through printer scan panel.

Most of scanned document i am scanning and sending email so scan to email option through printer scan panel is best suitable for me.

Please help in this matter to resolve this problem.

Regards,

Rajesh Gupta   

[praveen196]

@RajeshGupta1 Welcome to HP Community!

I understand that you are getting a gray background while scanning.

Please perform the hard reset and check.

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. 

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

8. Turn on the printer, if it does not automatically turn on. 

9. Wait until the printer is idle and silent before you proceed 

Please let us know if you are scanning through the ADF or flatbed scanner.

Are you able to make the photocopy without any issue?

Please update the firmware.

Clean the scanner

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[RajeshGupta1]

Hi Praveen,

Thank you so much for your response and suggestions.

I have tried your suggested options but problem still remained. I would like to explain more details for your better understanding:

1. Firmware already updated but still problem.

2. Cleaned the scanner even its not relevant because if we scanning manually using HP Scan app its working well.

3. Photocopy working well without any issue.

More explanation about the problem:

1. We face this problem only if we using direct scan from printer scan panel using option "Scan to E-mail" as all the scans we need to send the email so to avoid multiple steps we use only this option. We have already configured email setting so it will help us to perform faster but grey background disturb our documents.

2. If we scanning using  HP Scan app through option "Scan as PDF" or "E-mail as PDF" then we need to send email manually by attaching the scanned document and always need to type email address but this works well. Also if we using "Enable background filter" option in more settings it works well but If not enabled filtering then this result also comes with grey background.

3. As a workaround we able to scan without grey background using HP Scan or HP smart app but its a long process whereas through printer we can scan and email without touching computer, without manually typing email address and attachment of document and we are more comfortable with this process.

4. Also I have observed while scanning through printer the option "Enable Background Filter" not available otherwise it can be helpful.

Please let me know if you need more information to resolve this problem.

Regards... 

[praveen196]

@RajeshGupta1

I understand your concerns.

Please let us know which email client you are using.

You have to resetup the scan to email profile from the EWS page of the printer.

Please refer to the below link.

https://support.hp.com/in-en/document/c03953891

Have a nice day!!

[RajeshGupta1]

Hi,

Thanks for your quick response. 

I am using Gmail and configured through EWS only. We also tried to resetup and tried to use different 2 email ids too but still same problem.

Regards.

[praveen196]

@RajeshGupta1

I understand your concerns.

We have tried the possible troubleshooting steps. We do not have the option to take the remote control and check.

I would suggest you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!