Scan to Email Officejet Pro 8720

[ssdubca]

Hi,

I just bought a HP Officejet Pro 8720 printer.

I have setup my email profile and smtp info on my mac laptop. I also have verified test that configuration is good

However on my Printer, when i choose Scan to Email option i get this error message "To use this feature, sign in first". Dont know how to resolve this error message.

I have tried rebooting router, computer, printer but issue is not going away.

Thanks in advannce

[Rainbow23]

@ssdubca, welcome to HP Forums, this is a great place to get support, find answers and tips.
Thank you for posting your query, I'll be more than glad to help you out.

I understand that you are unable to scan to email from your HP OfficeJet Pro 8720 All-in-One Printer.

Don't worry as I have a few steps that should help fix this issue.

And here's the step by step guide for you in the link: Scanning from a Mac Computer

If the issue persists, then you may scan to your computer and then attach it to your email.

Let me know how that works.
I hope you have a good day ahead.
 

[jbod403]

Has anyone come up with a real solution to this problem? The link provided by support offers no help at all.

[Abedi]

hi when i try to scan to email from the printer i keep getting the message to use this feature sign in first??

[Raugust]

I am having this exact same issue. Has anyone figured it out ?

Thanks

[Jeet_singh]

Hi @Raugust,

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. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand you are having issues scanning on your HP OfficeJet Printer. Don't worry as I have a few steps to help you get through this concern,

To provide you with an accurate solution, I'll need a few more details:

What is the Operating System installed on the PC? Windows or Mac OS

When was the last time it worked (date)?

Have you made any changes before the issue started?

In the meantime, let's try to perform a Hard reset on the printer.

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.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website (Please choose the OS).

Next thing, I would suggest here is to follow the steps suggested in the support document for - 

HP Printers - How to Scan from the Computer (Mac)

HP Printers - How to Scan from the Computer (Windows)

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[Wayne190293]

Hi,

I'm having the exact same issue, everything is working from the web interface, I've tested sending a message, that is working. So the email SMTP is set up correctly.

I have followed what you suggested, hard reset, that made absolutely no difference. I then did a factory reset, re-entered all the values again. Normal testing from the web interface again worked, but from the printer I received the connection error.

Everything is being done over wifi, as the printer is not near a computer, and there is no space on the desk.

Current firmware version is WMP1CN1716AR

Last successful scan to email was on the 16 / 8 /2017.

This was working perfectly fine for the past year or whatever since I've had this printer. So something software wise on the printer has changed.

When was the firmware WMP1CN1716AR released? Has the application on the printer recently been updated without notification, and if it has been updated, what has changed?

This is not a problem with the internet, this is not problem with the wifi connection, this is a problem with the software running on the printer.

We need this fixed, obviously HP has a track record with this kind of issue, if you look on the forums, there are many such issues, and the only thing that keeps coming up is, reset the printer, hard reset the printer. Well none of this helps, so we all need the proper fix for this.

Wayne

[Chimney_83]

Greetings @Wayne190293,

Welcome to HP Forums and Thanks for the post. 

I understand that you need assistance in using Scan to email on your printer, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Are you able to print and scan without any issues?

Request you follow the procedure mentioned below to assign manual IP Address to the printer. 

• Obtain the IP address of the printer (which can found by pressing the “wireless” icon on the printer control panel)
• Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
• 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 click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on the 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)

Once you have completed this task, request you restart your printer and router and open the EWS page of the printer again and reconfigure scan to email. 

This should resolve the issue you are facing. 

If the issue persists, please share a screenshot of the EWS page. 

Let me know if this helped. 

[jbod403]

Don't bother with the non-sense from the HP Support Agents.

This is what worked (copied from another thread):

"I spend over an hour on the phone with HP and they were stumped. I figured it out after a bit. I typed the IP address of the printer in the browser. I went to "Scan to Email".   Then in the "outgoing email settings", under the "To" and "From" drop down menus, I picked the ones that DO NOT say "sign in required".  Boom, it worked.  

[Wayne190293]

Hi,

I had tried this before, and it was not working previously. Went through what you mentioned, my DNS setting were already set to 8.8.8.8 and 8.8.4.4. I shutdown the printer, and router and cable modem.

Turned them all in turn, starting at cable modem, then router, and finally printer. Scan to email now works.

I'm not exactly sure what the issue is here however, or what it was. I had done this before, and it didn't work.

I am however happy that is now working, and I can get my wife off my back, let's hope it doesn't happen again, although we all know it will.

Thanks