HP OfficeJet Pro 8710 Scan to Email errors and problems

[GacesaDjordje]

Howdy folks.

I have exhausted all available options to me, so let me make as short as possbile introduction to my problem.

Few years ago, we have obtained HP OfficeJet Pro 8600 Plus. It has Scan to Email function and it works flawlessly from day one (wired LAN connection, DHCP reservation IP address, if important). Based on that, we went up and obtained HP OfficeJet Pro X476dw with same Scan to Email function and it also works flawlessly from day one under same settings (wired LAN connection, DHCP reservation IP address, if important).

Then a few months ago, 8600 is no longer available, X series machines are way to much for this user, and we've obtained HP OfficeJet Pro 8710, which also has Scan to Email function. And that's where the problems start.

After connecting it to my LAN, performing identical networking and e-mail setup as 8600 and X476 (minus the e-mail address, it's different, but on the same, our, e-mail server), I cannot make that function (scan to email) work.

Here's what I've already tried, chronologically:

FIRST UNIT

1. Bought, set up, updated firmware.

2. E-mail server settings:

     - valid e-mail address in E-mail Address field

     - SMTP server: mail.domain.com (our e-mail server)

     - SMTP port: 25

     - Email Log-in Authentication: valid UserID and password

3. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

4. Changed SMTP port to 587

5. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

6. Changed three working e-mail addresses and passwords in UserID and Password fields

7. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

8. Contacted local authorised HP service provider, sent device to service, problem found, got new exchange device

SECOND UNIT

1. Received from service, set up, updated firmware.

2. E-mail server settings:

     - valid e-mail address in E-mail Address field

     - SMTP server: mail.domain.com (our e-mail server)

     - SMTP port: 25

     - Email Log-in Authentication: valid UserID and password

3. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

4. Changed SMTP port to 587

5. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

6. Checked Always use secure connection (SSL/TLS)

7. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

8. Changed SMTP port to 465, checked Always use secure connection (SSL/TLS)

9. Save and Test returns: The printer is unable to connect to the remote destination. Check your configurations and try again.

10. Changed SMTP port back to 25, checked Always use secure connection (SSL/TLS)

11. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

12. Changed three working e-mail addresses and passwords in UserID and Password fields

13. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

14. Changed SMTP server to another address and IP address of the server and repeated all ports w/ and w/o checked Always use secure connection (SSL/TLS)

15. Save and Test returns: The device could not send the test email message. (emailServerSettingPage-ErrorSecureConnectFailed)

16. Changed SMTP server to smtp.gmail.com, SMTP port to 465, used UserID and Password of my personal gMail account

17. Scan to email works

18. Changed all back to my e-mail server settings, it doesn't work again

Other notes and configuration changes:

1. Changed IP address with IPv6 enabled and disabled - no difference

2. Changed IP addres from DHCP to Manual - no difference

3. Changed DNS to Manual and entered Google's DNS 8.8.8.8 and 8.8.4.4 - no difference

So, from what I've tried and errors received, there seems to be a problem in the firmware of the printer, because (from what I can tell) the error "emailServerSettingPage-ErrorSecureConnectFailed" is not bound to the value of checkbox "Always use secure connection (SSL/TLS)". It seems that the printer forces it to be checked, no matter of my setting - checked or unchecked.

Tried to explain it to local authorised service with no luck. It looks like the technicians there cannot understand the problem.

Any ideas, suggestions, anything else?

Thanks

Kind regards.

Djole

[GacesaDjordje]

In communication with our email provider, I have managed to narrow the problem down to network and mail server. Still investigating what is the specific problem and will post when/if something is found.

[GacesaDjordje]

Almost forgot about this. The problem was resolved. The device works as advertised. In search of solution, I have concluded that firmware integrated email client has some kind of a problem in communication with MDaemon email server. Why and what is the problem - we couldn't conclude or find a solution, since we have several similar devices which work normally on the same server. Everything works with another, I suppose, Linux email server, where we have created email account just for this device.