Officejet Pro 8600 Premium scan to network stopped working

[tkundhi]

Our HP Officejet Pro 8600 Premium will no longer scan to a network location. I have tried the following:

Scan to SMB share on Time Capsule

Scan to SMB share on SimpleTech SimpleShare

Scan to Win XP share

Scan to SMB share on linux host

I've tried authenticating via user and password. It always fails. I've tried using hostname and also via ip address. It always fails. It use to work fine until recent firmware update that was applied a few months back.

Printing works from Mac and Windows devices. 

I can connect to the Embedded Web Server without issue.

Direct Printing is turned off.

Disable WS Discover and WSD Print

Regardless of what I try in Scan > Network Folder Setup, when I go to test I get an Error: Connection failed

Click "OK" to go back.  This occurs very quickly. It is like the connection is not even being attempted.

This is really frustrating.

===== Update =====

I setup a Windows XP simple share with no user name or password. This worked once I re-ran the XP Network Setup Wizard. However, trying a different share on this same computer with user and password failed. Also I enabled Syslog Server to look for messages. Even in debug mode, no meaingful information is stored. It doesn't even report the action failed.

[Jeet_singh]

Hi @tkundhi,

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

Let's start off by performing a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Let's try these steps here:

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Now click on this link: https://support.hp.com/us-en/drivers Please enter the product number and then select the Operating system and version of Windows before downloading and installing the updated printer software.

15.) Connect the USB cable only when prompted and follow the on-screen instructions to complete the setup.

For more assistance, please follow the steps suggested in the support document for - HP Printers - Network Scanner Connection Error (Windows)

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

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[tkundhi]

Hi Jeet_singh,

Thanks you cor your comments but they are not relevant as I am not trying to scan or print from Windows. I performed the hard reset anyway. No change in behavior.

Since I have my shares already configured via the Embedded Web Server I tried doing a netwrok scan from the device and saw a new message. If trying to scan to a network location that requires authentication the following message appears.

Cannot connect to \\host\folder. Make sure the the remote computer is turned on.

I've confirmed the network share locations are turned on and available. I can browse to them on Mac, linux and Windows. The problem is definetely a communication or authetication issue from the printer to the network device. The really disappointing thing is the syslog offers no help. It doesn't show anything other than the printer is ready or that scanProcessing is started. Even in debug mode. That is ridiculous. Is there any way to view the data being sent from the printer to the network device without having to resort to inspecting the packets? 

[MKazi]

@tkundhi

Hi,

as @Jeet_singh is out of the office today, I'm replying to you. 

If the Norton security is installed in your computer then sometimes the scan to network function may fail. To fix it, please refer to this HP article. 

If the above steps do not help or if there is no Norton installed, then you need to re-run the scan to network setup:

• Please refer to "Step 2: Scan the document or photo >> Scan directly to a network folder (network connections only)" from this HP document. 

Finally, if the scan to network folder still does not work then you may assign a public DNS. The following steps will help:

• 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.
• 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 clicks “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)

I sincerely hope this fixes the issue. Keep me posted. Good luck! 🙂

[tkundhi]

MKazi, thanks for the update. Norton is not installed. This is not a firewall issue as it occurs on multipe host. I don't understand why you are recommending a public DNS change on the printer. This is not related to DNS issues as I've tried connecting to the network hosts via ip address. I can see the printer touch the network share location. The problem is it does not properly setup the SMB connection if user authetication is required.

I do not have a Windows computer to re-run the "scan to newtork setup" nor is it necessary. I've done this via the Mac and it simply takes me to the Embedded Web server. I can make "scan to network" changes but the result is always the same. Network shares that requires authentication fall.

Packet logs are available to help troubleshoot. How can I upload the logs for someone to review? One log is for a sucessful connection to a simple Windows XP share. The second log is a failure to a NAS share that requires a user name and password. I am not experienced with packet investigation but I can see that the printer is able to communicate with both hosts. The problem appears to be that the printer closes the connection to the NAS. The NAS is not denying the connection.

Tarun

[tkundhi]

OK, so I've had the packet logs anyalzed by someone more knowledgable than me. Here are the details. This confirms the printer is the problem. I can provide the raw logs to HP Support. Something broke with the last firmware update. Please assist with helping me resolve.  This is not a Windows issue. This is not a DNS issue. The issue if the printer doesn't send the password to the network host.

Successful connection log. Network share does NOT require a password

Frame 4

PRINTER requests connection to HOST

Frame 5

HOST responds

Challenge Length: 0  (meaning password is NOT required)

 

Frame 6

PRINTER acknowledges HOST response from Frame 5

Frame 7

PRINTER request session setup

Frame 8

HOST responds to Frame 7

Connection is then established, document is scanned  and PDF is written to HOST.

====================

Failed connection log. Network share REQUIRES a password

Frame 4

PRINTER requests connection to HOST

Frame 6

HOST responds

Challenge Length: 8  (indicates password is REQUIRED)

Challenge is also populated

Frame 7

PRINTER acknowledges HOST response from Frame 7

Frame 8

PRINTER never replies with the password

PRINTER closes down session

Frame 9

HOST acknowledges PRINTER message from Frame 9

Connection attempt ends and PRINTER reports

Cannot connect to \\host\folder. Make sure the remote computer is turned on.

[Jeet_singh]

Hi @tkundhi,

As I understand you have diagnosed the problem to be with the printer itself. I would suggest you contact our HP phone support for further assistance. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[tkundhi]

Hi Jeet,

I spoke with HP support over 1 week ago. The agent promised me a more senior tech would call back. I have not received the promised call.  If you could remind them to call me back that would be appreicated. FYI, I am in the Central Time zone.  

Additionally, can you confirm the device has the correct firmware installed?

Product Name: HP Officejet Pro 8600 N911n

Product Model Number: CN577A

Service ID: 21348

Firmware Version: CLP1CN1545AR

Total Page Count: 2955

Country/Region: USA

Finally, can you point me to the correct firmware download? Maybe I should try reinstalling.

Thanks,

Tarun

[BAJ2017]

---

@tkundhi wrote:

Hi Jeet,

I spoke with HP support over 1 week ago. The agent promised me a more senior tech would call back. I have not received the promised call.  If you could remind them to call me back that would be appreicated. FYI, I am in the Central Time zone.  

Additionally, can you confirm the device has the correct firmware installed?

Product Name: HP Officejet Pro 8600 N911n

Product Model Number: CN577A

Service ID: 21348

Firmware Version: CLP1CN1545AR

Total Page Count: 2955

Country/Region: USA

Finally, can you point me to the correct firmware download? Maybe I should try reinstalling.

Thanks,

Tarun

---

I am having the same exact problem.  Did you ever get this working again?

[tkundhi]

No, still not working. No one from HP has called me back as they promissed. 

 I'm disappointed and frustrated at the lack of response and resolution. Especially since I can assist in sharing technical information that shows the problem is clearly occuring becasue of how the HP device is communicating with the network host.

If I can't get this resolved, I will be forced to buy a new device that can properly scan to network locations. The new device would definetely not be an HP device. This should not require rocket science to fix. The problem was created by the latest firmware. I'd accept the previous firmware if it restored the functionality. Unfortunately we can't download previous versions of the firmware.

Tarun