MFP Scan to Email issue

[uJoshi]

We cannot scan to email using our MFP M276nw.

All combinations of configuration of IP Address/name/Port results in error message:

         Cannot connect to the SMTP server. Try a different port. e.g. 25, 587, 465

Due to security concerns, all of our servers reject anything less than TLS 1.2

Wireshark capture from SMTP server indicates that server is dropping connection after seeing connection attempt using TLS 1.0.

Packet detail shows: Secure Sockets Layer, SSL Record Layer : Handshake Protocol : Client Hello, Content Type: Handshake (22), Version: TLS 1.0 (0x0301), Length: 61

We've upgraded the firmware to the latest available and installed certificate from trusted CA.

Please advise what we can do to enable or force TLS 1.2 use on the MFP.

Thank you.

[Jeet_singh]

Hi @uJoshi,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while scanning to email from your HP LaserJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

When was the last time it worked?

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer, using this link: http://ftp.hp.com/pub/softlib/software13/COL44533/kj-108130-7/M276_colorMFP_Series_FW_Update-2015021...

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 EWS page as suggested below. Try the steps below:

Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.

Type the IP address on your web browser to obtain the printer EWS page on your computer.

From the EWS, click the Scan tab.

Click Scan to Email Setup.

Click Outgoing Email Profile, click New, and then enter the email address you intend to use with this profile.

Enter a display name that will appear on the printer's control panel to identify this email profile.

Enter or confirm the correct SMTP server and SMTP port information.

If you typically have to enter a username and password to log into your email account, you will want to enter this information into the email authentication fields, and then click Next.

Enter a security PIN to restrict access to this email profile, if desired.

Set the size for email files and specify Auto CC, if desired.

Click Save or Save and test to complete the profile.

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

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[uJoshi]

Hello Jeet. Thank you for your response.

I believe that the scan to email feature stopped working once we disabled TLS 1.0 and 1.1 on our SMTP server.

This was due to the "POODLE" vulnerability and Lucky-13 attacks.

The only recent change to this printer is that we upgraded the firmware to version 20150212.

The MFP device is not configured to use wireless, and we cannot to attach it to the public network due to security concerns.

The method you describe for configuring an Outgoing email profile is the same we are using. It seems that the printer attempts to use TLS 1.0 regardless of whether or not the "Always use secure connection (SSL/TLS)." checkbox is checked or not.

[Jeet_singh]

Hi @uJoshi,

Thank you for replying,

As I understand you seems to have the issue, don't worry as I have a few other steps which should help you resolve this issue.

Let's try to perform restore defaults on the printer and then try to setup Scan to email and check if that helps:

Restore Defaults:

1. On the product control panel, touch the Setup button.
2. Scroll to and touch the Service menu.
3. Scroll to and touch the Restore Defaults button, and then touch the OK button.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website.

I would suggest you setup the email profile via printer EWS page as suggested below. Try the steps below:

Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.

Type the IP address on your web browser to obtain the printer EWS page on your computer.

From the EWS, click the Scan tab.

Click Scan to Email Setup.

Click Outgoing Email Profile, click New, and then enter the email address you intend to use with this profile.

Enter a display name that will appear on the printer's control panel to identify this email profile.

Enter or confirm the correct SMTP server and SMTP port information.

If you typically have to enter a username and password to log into your email account, you will want to enter this information into the email authentication fields, and then click Next.

Enter a security PIN to restrict access to this email profile, if desired.

Set the size for email files and specify Auto CC, if desired.

Click Save or Save and test to complete the profile.

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[NotReallyMyName]

@Jeet_Singh

This is completely useless advice. The OP is asking about TLS 1.2, which doesn't seem to be available for his printer. HP should really start supporting this in their scan to email option for older printer models.

Stop giving out standard solutions read from a cue card and actually read the original post.

[zakk_a]

This is true.  we just pdateded firmware to 20180205 and TLS 1.2 is still not used.  How long will HP not update their devices to not use insecure protocols.

[ATenbarge]

I have the same problem and it is impacting my business productivity. How do we get these printers to work with TLS 1.1 and 1.2? How has HP not fixed this yet? My model is an HP M425dn. Firmware is updated to the most recent, but still there is no option for TLS selection and it is clearly not communicating. I am brought to a screeching hault until this is fixed. 

[WinterSoldier]

Has there been any resolution to this?

[sudoISS]

I have the latest firmware on my M425dn.

No, it has not been resolved. Classic HP.

[Hulsbeek]

Any news, i have a couple of mfp's which will be blocked soon by office365!