OfficeJet 5744: "Server Connection Error" when Scanning to Email

[Fonza01]

Hi,

Since late last week, my HP OfficeJet 5744 displays the following error when trying to Scan to Email: "Server Connection Error. There was a problem connecting to the server."

My office Wi-Fi and internet are working perfectly (I can print from my laptop without issues). This feature was working fine until a few days ago.

Is the HP Web Services cloud down for this model, or is there a fix available?

Thanks.

***************

16-April-2026

Hi,

Since last week, my HP OfficeJet 5744 (connected via Wi-Fi) has been unable to use the "Scan to Email" feature. It consistently displays: "Server Connection Error. There was a problem connecting to the server."

I have performed a thorough technical diagnosis to isolate the issue, and here are the results:

1. Internet Connectivity: Verified. I can print wirelessly from my laptop without issues.

2. ePrint Service: Working. I can send emails to my printer's assigned HP address, and they print successfully. This confirms the printer is online and connected to HP Web Services.

3. DNS Issues Rule-out: I noticed the default ISP DNS (212.230.135.1) was unstable via PING. I have manually reconfigured the printer with Google DNS (Primary: 8.8.8.8 / Secondary: 8.8.4.4). PING is now stable, but the Scan to Email error persists.

4. Web Services Reset: I have attempted to reconfigure HP Web Services, but while ePrint remains active, the outgoing "Scan to" communication fails.

Technical Question: Given that the printer has a stable internet connection and can receive data (ePrint) but cannot send it (Scan), is there a known issue with the outgoing SMTP/Cloud gateway for this specific model? Are there any recent SSL/TLS certificate changes on HP's side that might be blocking this older firmware?

How should I proceed to restore this service? Is there a specific firmware update or a manual server configuration I should apply?

Printer Model: HP OfficeJet 5744 Network: Wi-Fi / Static IP with Google DNS.

Thanks for your help.

[Deep_World]

Hi @Fonza01,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I completely understand how this must be especially since you’ve already done such a thorough job of troubleshooting. 

You’ve confirmed the printer is online, ePrint is working, DNS is stable, and yet Scan to Email still fails. That tells us the issue isn’t on your network side, but rather with how the printer communicates with HP’s cloud services.

You can try these steps :  

1.Update printer firmware (critical)

• Check for the latest firmware via the printer’s Embedded Web Server (EWS) or HP Smart.
• If your firmware is outdated, updating it may restore compatibility with current HP cloud security requirements.

2. Disable and re-enable Web Services (full reset)

• On the printer control panel:
  • Turn off Web Services
  • Restart the printer
  • Re-enable Web Services
• This forces the printer to re-register with HP’s servers and refresh authentication tokens.

3. Reconfigure “Scan to Email” destinations

• Remove existing email profiles/contacts from the Scan-to setup.
• Re-add them manually via the HP Connected portal or printer UI.
• This ensures credentials and routing configs are refreshed.

4. Check region/server alignment

• Occasionally, backend routing issues occur if the printer’s region setting doesn’t align with the HP Connected account region. Re-registering Web Services can correct this.

If the above steps did not help then this doesn’t appear to be a problem with your network or setup you’ve already ruled those out very effectively. The symptoms point toward a service-side compatibility issue or firmware limitation. 
 

I recommend trying Scan to Computer (via HP Smart) as a workaround.

I hope this helps.  

[Fonza01]

Hi,

First of all, I would like to thank you for your attention and for the detailed response you provided. I truly appreciate your help in troubleshooting this issue.

As a follow-up, I have completed all the suggested steps, including Point 4 (Region alignment), which is correctly set to Spain/Spanish. To summarize:

• Firmware is up to date.

• Web Services have been reset multiple times.

• Regional settings match between the printer and my HP account.

• Connectivity is stable (ePrint is working) and DNS is manually set to 8.8.8.8.

Despite all this, the "Server Connection Error" persists when using Scan to Email. Since I have ruled out network and configuration issues, it seems there is a compatibility mismatch between the OfficeJet 5744 and the current HP Cloud security protocols.

I could try using "Scan to Computer" as you suggested, but it is much more cumbersome for my workflow. It requires my laptop to be powered on and active at all times, which is not always the case in my office. The direct "Scan to Email" feature is essential because of its independence from a PC.

Could you please confirm if there is any plan to restore compatibility for this model, or if this feature has been officially discontinued?

Best regards,

[Jerry_57]

Hi @Fonza01,

Thank you for your response.

To set up Scan to Email:

1. Touch Scan, and then touch Email. 

2. On the Welcome screen, touch Continue. 

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

4. Touch Continue. 

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

6. Touch the PIN to enter your PIN and then touch Done. 

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

8. Select your scan type by touching Photo or Document. 

9. For photos, select the can settings, and touch Continue. For documents, continue with the next step. 

10. Verify the email information, and touch Continue. 

11. Touch Scan to Email. 

12. Touch OK when the scan completes, and then touch Yes to send another email, or No to finish.

Kindly refer to the user guide:  HP Officejet 5740 e-All-in-One series – ENWW

ENWW Scan 43

Regards
Jerry_57
HP Support

[Fonza01]

Hi Jerry_57,

Thank you for the response, but I must be honest: I am quite disappointed with this answer.

I have been using this service on this same printer for over 5 years without a single issue until last week. The instructions you provided are from the basic user manual, and they completely ignore the extensive technical troubleshooting I have already performed and described in this thread.

As I mentioned before, I cannot even reach Step 3 of your instructions because the "Server Connection Error" appears immediately after touching the "Email" icon. The printer is unable to establish the initial handshake with the HP server to even request a PIN.

I was expecting a response that addresses the deep troubleshooting already done (DNS changes to 8.8.8.8, ePrint verification, firmware checks, and Web Services resets). Starting over from "Step 1" of the installation manual is not helpful at this stage.

Could you please review the full history of this conversation and provide a technical explanation for why a 5-year-old stable connection is suddenly being rejected by the HP Cloud servers? Is this a known SSL/TLS compatibility issue or a server-side termination for this model?

I would appreciate a response that matches the technical level of the problem described.

Best regards,

[Jerry_57]

Hi @Fonza01,

May I know if you are using any VPN?

Regards
Jerry_57
HP Support

[Fonza01]

NO

[Pallipurath]

Hi @Fonza01

Thank you for responding.

I understand that you aren't using the VPN and also you are facing issues with Scan to email and as informed you see an error. I would request you to please share me the picture of the Error dispalyed on the screen to assist you further.

Have a good day.

[Fonza01]

[Deep_World]

Hi @Fonza01,

Thanks for your response. 

I understand you’re seeing a “Server Connection Error” when trying to use the Scan to Email feature on your OfficeJet 5744. Let’s go through a few steps to help resolve this:

1. Check Internet Connection
   Make sure your printer is connected to a stable network. If you’re using Wi‑Fi, confirm that the signal is strong and that other devices can access the internet.
2. Verify Email Profile Settings
   • On the printer’s control panel, go to Scan → Email Profile Settings.
   • Ensure your email account information (SMTP server, port, and authentication) is entered correctly.
   • If you’re using Gmail, Outlook, or Yahoo, double‑check the server details with your email provider.
3. Update Printer Firmware
   Outdated firmware can cause connection issues. From the printer’s control panel, navigate to Setup → Printer Maintenance → Update Printer. Install any available updates.
4. Restart Devices
   Power cycle your printer, router, and computer. This often clears temporary connection errors.
5. Firewall or Security Settings
   If you’re scanning through a computer, ensure that firewall or antivirus software isn’t blocking the printer’s connection to the email server.

If the issue persists after these steps, I recommend setting up the email profile again from scratch (Please note Setting up an email profile from scratch in a printer (specifically for "Scan to Email" features) deletes the old configuration and establishes a new, secure connection between the printer and your email service provider. )

I hope this helps.