M428fdn When I try to scan to email from printer the email never gets to the recipient

[ConnieB2]

When I go to EWS, the scan to email is setup. I can do scan a test email to myself and it works. When the user tries to scan to email from the printer, the email doesn't go through and there are no errors. How do I fix this?

[Pallipurath]

Hi @ConnieB2,

Welcome to the HP Support Community.

Thank you for posting your query.

I am sorry to hear that your are facing issues in order to use Scan to Email function, where emails do not reach the recipient despite successful test emails, consider the following troubleshooting steps:

Verify Email Addresses and Permissions:

• Ensure that the email addresses entered at the printer are correct and belong to the intended recipients.
• Check if there are restrictions on sending emails to certain domains or addresses, possibly set by your email server or provider.

Check SMTP Server Settings:

• Access the Embedded Web Server (EWS) by typing your printer's IP address into a web browser.
• Navigate to the Scan/Digital Send or Email setup section.
• Verify that the SMTP server settings, including the server address, port number, and authentication credentials, are correctly configured.

Authentication and Security:

• Make sure that the correct authentication method is being used for your SMTP server. Confirm whether authentication with a username and password is required.
• If using Google™ Gmail, ensure that SSL is enabled and the correct port is used (typically port 465 or 587 for SSL/TLS).

Email Size and Limitations:

• Check for any limitations on the size of email attachments. Some servers may have restrictions on email sizes, leading to failed transmissions.
• Consider adjusting the split email settings if your scanned documents, when combined as attachments, exceed size limitations.

Check Network Connectivity:

• Ensure stable network connectivity between your printer and email server. A network issue can cause disruptions in sending emails.
• Reboot your network devices (router, switch) and printer to refresh connections.

Examine Email Sending Limits:

• Some email services have limits on the number of emails that can be sent in a specified period. Ensure that these limits are not being exceeded.

Hope this helps, Please revert if the issue persists.

Take care and have an amazing day!

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Regards

Pallipurath.