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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎06-28-2017 05:40 AM

HP Recommended
Product: Ho office jet 5742

The printer was working fine but when I tried to scan to email it says unable to initialise to web scan. Turned on and off printer and Internet checked connection which is good what can I do

1 person had the same question
1 REPLY 1

‎06-29-2017 01:06 PM

HP Recommended

Hello, @Emma1973 – Hope you are well 🙂

 

Thanks for engaging in the HP Forums! I see by your post that you are having issues while setting up scan to email feature on your Officejet printer. I will certainly do my best to help you fix this issue!

 

Let's start by assigning a public DNS address to your printer. Here are the steps:

 

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)
 

Restart the router and the printer once done and then try the scan to email again.

 

If the issue persists, I would suggest you setup the email profile via printer control panel as suggested below. Try the steps below:
 

  1. On the printer control panel, touch the Scan icon (), and then touch Email.

  2. On the welcome screen, touch Continue.

  3. Touch inside the Email: box, type in your email address, and then touch Done.

  4. Touch Continue.

  5. A PIN is sent to the email address you entered. Touch Continue.

  6. Touch PIN, enter the PIN you received in your email, and then touch Done.

  7. Touch Store Email or Auto-login, depending on how you want the printer to store your login information.

 

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂


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DVortex
I am not an HP Employee
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