Photosmart 5520 scan to email is no longer sending the attachment

[Stephanie10]

I have done everything and got as far as being told a new PIN number has been emailed to me.  But no email received.  This is the problem.    The scans apparently emailed to me never arrive.  I use an iPad. 

[DavidSMP]

@Stephanie10,

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with the scan to email feature not sending attachments. I will be delighted to assist you with this.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this happen after a recent software or OS update?

For now, try these steps:

• Please follow the steps in this HP forum thread authored by a reputed forum expert which is an accepted solution. It is not specific to any device or OS> It can be done from the printer’s front panel.
• Although the steps are for a different printer the steps should be the same.
• Now check for issue resolution.
• If it continues, try this thread http://hp.care/2CVRaut  which is also authored by HP experts and is an accepted solution.
• You can go to the EWS page of the printer from your Ipad's Browser
• Check again if gets fixed.
• If it persists, then check this link: http://hp.care/2CXi8lO (HP Printers - How to Scan (Mac) and check the section under “How do I scan to email?” as this is an IPad don’t use Apple Image capture as it is for a Mac computer.
• If nothing works try HP Smart App from here http://hp.care/2xY0QmY (HP Printers - Using the HP Smart App (Android, Apple iOS) for your IPad and this should do the trick for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope to hear from you soon. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

[Stephanie10]

Before i perform all of the steps described can you confirm that they relate to not receiving any email at all, not just the scanned document. I have previously failed to receive scans and followed the procedure in the forum which was easy and worked. I got a pin number. This time it did not work and so i asked for a new in number which printer said it had emailed to me. The email never arrived so i do not know what my pin number is. I dont know why i need a pin number and i do not know whether this problem occurred after an OS update. Can you identify the steps in the forum i need to take, before the links if it continues, persists or nothing works. Sorry i am not at all technical.

[KrazyToad · Accepted solution]

Hi @Stephanie10

It looks like you were interacting with DavidSMP, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

I have gone through your case and I suggest you Disable and Reenable the Web Services then reconfigure the Scan to Email 

To begin with please make sure the printer is plugged directly into a wall outlet and not a surge protector. 

1. On the printer click on the Web Services icon in the top left corner of the display.
2. Click on Settings.
3. Click on Disable/Remove Web Services.
4. From the main screen click on the Web Services icon again. 
5. Click on Accept and Yes.
 

Restart the Router and Printer. Then Reenable the Web Services the same way.

Once the Printer has booted up, download the HP Smart App on your iPad and follow the onscreen instructions to connect your printer and also to Scan to email

Click Here to download the HP Smart App

Keep me posted how it goes.

Thank you 🙂

[Maui0892]

Tried everything but still didn’t work they keep telling me that they send the pin already but there’s nothing.

[KrazyToad]

@Maui0892

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I have gone through your Post and I understand your concerns

To assist you better I will require few details.

I have sent you a private message with the next course of action

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

Thank you