OfficeJet Pro 6978’s scan-to-email app accepts the scan but doesn’t deliver the email of the scan.

[Paterfamilias]

The scan to email app on my OfficeJet Pro 6978 All-in-One printer has stopped working in a peculiar way.  The app accepts the scan and says that it is emailing the document to the designated email address, but the email never shows up.  I’ve tried with 2 different email addresses and checked the spam folders at both with no luck; I’ve tried restarting the printer several times; I’ve used the HP Print and Scan Doctor, which says everything is working fine.  It seems clear that something is wrong with the email function, but I can’t find any setting to correct or make adjustments.  I have sent a document to the printer’s email address and it printed just fine; so I know that the printer can receive emails.  It appears only that it cannot send emails.  I also tried to delete the email addresses in the app to re-enter them, but I can’t do so without my PIN.  But I can’t remember my PIN and I can’t get a new one sent to me from my printer because . . . it is sent via email and the emails won’t go through.  Ideas anyone?

[Jeet_singh]

@Paterfamilias,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. 

I see from your post that you are having concern with scan to email PIN. Don't worry we're here to help you.

After reviewing your post thoroughly, I see that everything on the printer works except for the scan to email. In this scenario, I am going to send you a private message request you to please go ahead and provide us with details which should help you resolve your issue.

Note: Only reason why we are utilizing a private message is because the information requested are not to be shared on public forums. 

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it 

Keep me posted,

that said, 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.

[Paterfamilias]

The issue has resolved itself.  Thanks for the replies but all is working correctly at this time.

[Jeet_singh]

@Paterfamilias,

I'm glad you got this issue sorted out.

Do visit our HP Forums and drop us a message anytime you need help.

Thank you 😀

[Bigwave1]

How large of a scan or file size can be sent in a pdf and how does one know the size. I have scanned and email with success 20-24 pages after that I receive the email, but no attachment. 

I also fail to receive a pdf attachment when scanning 4 map pictures. Email arrives without pdf attached. Anyone can explain? Thanks

[TEJ1602]

@Bigwave1, Welcome to HP Support Community!

It supports up to 10 attachments to a single email. Email messages, including all attachments, are limited to 5MB each. So, make sure the total file size is less than 5MB.

If the file size is less than 5MB and if it’s still not printing, try sending the attachment in a blank email. i.e leave the body of the email blank.

If the issue persists, restart the router, printer, and computer in sequence. Once the devices are back on, try scanning.

Let me know if this helps.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!