M277 does not scan to mail

[CHRISTOPHER69]

When testing SMTP parameters for scan to mail, everything works fine,

Testing the email address (send/receive) from provider website, all is well,

When scanning to mail : message confirming email sent

Yet, the recipient never get the mail with attachment. 

This has been working the last 7 days, and today, it all stopped. 

Any idea what might be the issue? I am thinking along the lines of some memory issue on the printer? not sure though.

Thanks

[DavidSMP]

@CHRISTOPHER69,

Thank you for posting your query in the HP support forums and a good day to you. I will assist you here. Great description of the issue. Kudos to you for that.

• Did it occur after a recent software or Windows update?
• What is the client used for scan to email?

Let's try these steps:

• From this link: https://support.hp.com/us-en/product/hp-color-laserjet-pro-mfp-m277-series/7089945/model/7089949/doc... perform a hard reset and follow instructions from the section "Step 2: Reset the printer"
• Then update the printer’s firmware by following instructions from this link: https://support.hp.com/bg-en/document/c02919168
• Use a USB cable to update the printer’s firmware connecting it to a computer.

Then from the user guide link: http://h10032.www1.hp.com/ctg/Manual/c04474163 setup scan to email again.

Refer to pages 55-64 for instructions.

This should fix the issue. 

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[CHRISTOPHER69]

Hi David, my utmost apologies for the delay. 

I am gonna try everything you have mentioned and will let you know the outcome ASAP.

Help greatly appreciated as this is mind boggling...

Chris

[CHRISTOPHER69]

Hi David,

So far, I have done the hard reset but it did not change anything,

I ran the Firmware update, same, no change at all.

Still when I scan to mail, the printer confirms EMAIL SENT with Green Check. 

Now this morning I have called upon our ISP to check our Firewall would not block port 465 just in case, but they confirmed nothing blocked that port specifically. They could actually see the "email transaction" happen from the printer IP and nothing popped up as abnormal. 

It is nevertheless curious that all 4 machines stopped sending the emails at about the same point 2 weeks ago, after working for at least a good week without any issue. The email address used when used from webmail works fine towards the same recipients.

I had noticed previously that our professional email addresses could not be used on these printers as we need an SMTP with port 587 and that for sure does not work on M277 neither M477. I picked a new address with smtp port 465 and the test went fine and it worked on all printers for 1 week at least. Then...it all collapsed... Has a Gruffalo walked over my printers ? 

[DavidSMP]

@CHRISTOPHER69,

It is great to have you back. There is more to it than meets the eye. Terrific troubleshooting and great efforts demonstrated and they are truly appreciated.

4 machines cannot do this. 4 machines cannot go faulty at the same time. There is more to it than meets the eye. It looks like the router. Please contact your ISP again and keep them posted that 4 machines cannot do this and hence it must be the router.

Hope this answers your question. 

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[CHRISTOPHER69]

Hi David, took the bull by the horns. Created 4 gmail addresses then configured as follows : 

smtp.gmail.com

Port 465

SSL : Ticked

It all works just fine now. However, whatever I put in Display name does not show on recipient's email, in other words the recipient sees the gmail address I created, which in the end is no big deal.

Therefore we can most definitely say that our usual ISP must block to some level 

Problem solved. 

Thanks for your help.

[DavidSMP · Accepted solution]

@CHRISTOPHER69,

I read your quick response. Thanks for the update and good luck to you. I am really happy that the issue is resolved now. This is music to my ears. It has been an absolute honor to share this space with you. 

If this helps, to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead and stay healthy. 🙂

 Cheers!