PageWide Pro MFP 772dn doesn't scan to network folder

[fkajzderski]

Hello there,

A customer has recently purchased a PageWide Pro MFP 772dn. We managed to setup network printing, but we can't get network scanning to work. We operate in a Windows 2012 R2 domain environment.

When trying to setup a network folder contact through EWS, clicking 'Verify access' results in an error 'A problem occurred during the test. Click "Edit" to check your settings, and then try again. For more information, visit www.hp.com/support. (pgAddrBookContacts-ErrorConnectionFailed)'. Also, when we try to setup network folder through Quick Sets, clicking 'Apply and Test' leads to 'The printer is unable to connect to the remote destination. Check your configurations and try again.' error message. Finally, when we try to scan we get this error on the printer: 'Cannot connect to \\[COMPUTER NAME]\[Shared Folder Name].  Make sure the remote computer is turned on and retry.'

All the network settings are correct on the printer and the file server - UNC\network credentials\permissions. Firewall is turned off on the printer.

We've also tried to upgrade the firmware (currently the printer runs LIMOFWPP1N004.1743A.00) with no luck.

Please help!

[Dragon-Fur]

@fkajzderski

I am not familiar enough with Windows 2012 to know if the following will help - offered "as is".  Smiling.

• Make sure the remote folder is set to Shared to eliminate "must log in to access".
• When you map the remote folder, use the IP address of the remote device / folder.

In general, Windows likes the IP address to be used when mapping a network folder / location.  Consumer Windows does not (usually) make direct use of Host names - although this may not be the case for Windows 2012 server edition, it is worth trying.

General Example:

Map_Network_Drive_2A

Reference

Dragon Document – Collection of Suggestions, help, and examples

Scan to Specified Folder

Section(s):

• Preparation
• Scan to Network Folder
• Scan to Selected Local Folder Location > subsection Optional > Advanced Settings (assign base name)

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Answered? Click my post "Accept as Solution" to help others find it.

[fkajzderski]

Hello Dragon-Fur,

Thanks for your answer, but unfortunately it will not help resolve my issue.

The folder is shared on the server, access permissions and credentials are set correctly. I also tried using server's IP address instead of the hostname on the printer, but it doesn't help.

[Dragon-Fur]

@fkajzderski

Rats.

The setup I have (Officejet printer, Windows 10 Pro, Zbook, NAS) is most certainly different enough from that of the laser printer EWS AND the Operating System that I am likely missing something.

Useless though it is to repeat the obvious, it sounds like a permission problem between the devices.

If you have not done so, try Restarting everything -- Windows, even odd versions of Windows, does like a good "Restart".

Log into your Windows account > Open the mapped remote folder > try adding / writing a simple text file to the scan folder that you have set up.  If the mapping and permissions allow it, you should be able to access, edit, add/remove files manually to/from that remote folder (directory).

I will poke at this a bit and if I find anything that might help, I will post back.

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP devices and technology.

[fkajzderski]

@Dragon-Fur

Thanks for your anwer.

In my case, this is an enterprise environment with a couple of Win 2012 R2 servers and lots of Win 10 workstations.

Obviously we did try restarts of multiple appliances: routers, switches, servers, workstations to no avail.

This is definitely not an access/permissions problem, since multiple other network printers/scanners (older HP devices but not only) work flawlessly using exactly the same UNC and credentials.

Best,

F.

[Dragon-Fur]

@fkajzderski

I am out of ideas for the moment, at least.  Rats.

I will post back if I come across anything else that might be useful in context.

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP devices and technology.

[fkajzderski]

Thanks anyway :)!

[StefanoRadam]

Hi, I had the same connection problem on different machines (especialy Win10), so:

1. Verify that your windows supports SMB1 (https://support.hp.com/sg-en/document/c05804000)

or enable it

https://support.microsoft.com/en-us/help/2696547/how-to-detect-enable-and-disable-smbv1-smbv2-and-sm...

2 stop sharing on that folder, delete the folder, re-create it, and share it again (permissions and security: total control for administror and scan-user - no others) 

3 try \\ip-of-the-machine\share with scan-user credentials

For me was ok!