Scan-to-Email tested successfully, but "Server Failure, Try again later"

[yag88]

My Scan-to-Email functionality worked fine on my HP OfficeJet Pro 8710 till about a month ago. 

It was using Brevo as an SMTP server, with authentication and TLS, in order to have the sender address appear as [cotent removed](where mydomain is a domain I own). 

Suddenly it stopped working. 

I could not correct the configuration with Brevo, so I tried another SMTP server MailerSend. 

I could get the configuration right, updated and tested throught the EWS : 

But when I tried to scan a document, it doesn't send, with this error message : 

My configuration looks like this :

NB : As for the "Always use secure connection" box, I get the same results wether the box is checked or unchecked.

Similar issues : 

- https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Scan-Error-Server-failure-Try-again-later-mess... (exact same issue, no solution provided)

https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Server-Failure-error-when-trying-to-scan-to-em... (solved by using a password with only numbers and letters. NB my MailerSend password already uses only letters and numbers). 

- https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/Unable-to-get-scan-to-email-setup-and-w... (solved by changing DHCP to Statitc IP, I tried this). 

https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/SCAN-TO-EMAIL-Server-failure-Try-again-later-e... (no solution)

Related but different :  

- https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Scan-to-Email-Fails-Despite-Successful-quot-Sa... (no solution provided)

[Sneha_01]

Hi @yag88,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've made some significant progress with your scan-to-email setup but are encountering issues with server failures. Let's work through some troubleshooting steps to help you resolve this issue.

Troubleshooting Steps for "Server Failure, Try Again Later" Error

1. Verify SMTP Settings

Make sure that the SMTP settings for the new server (MailerSend) are correctly configured. Check the following:

• SMTP Server Address: Ensure it is correct.
• Port Number: Common ports are 25, 465, or 587 for SMTP with TLS/SSL.
• Authentication Method: Confirm that the authentication method (username and password) is set up correctly.
• Encryption: Ensure you’re using the correct encryption type (TLS/SSL).

2. Check Email Configuration

• Sender Email Address: Ensure that the sender address configured in the printer is valid and correctly set up.
• Recipient Email Address: Verify that the recipient email addresses are correct and valid.

3. Test Connectivity

• Network Connectivity: Make sure the printer has a stable network connection and can reach the SMTP server. Sometimes network issues can cause intermittent failures.
• Ping Test: If possible, use the printer's diagnostic tools or another device on the same network to ping the SMTP server to ensure it’s reachable.

4. Review Printer Logs

• Event Logs: Check the printer’s event logs through the EWS (Embedded Web Server) or the printer’s control panel for more detailed error messages.
  • Access EWS by entering the printer’s IP address into a web browser.
  • Look for sections like Administration, Logs, or Email for detailed error messages.

5. Update Printer Firmware

• Firmware Update: Ensure your printer’s firmware is up to date. HP often release updates to fix bugs and improve functionality.
  • Visit the HP Support website and search for firmware updates for your OfficeJet Pro 8710.

6. Check SMTP Server Status

• SMTP Service Status: Ensure that MailerSend (or your chosen SMTP server) is not experiencing outages or issues. Check their status page or contact their support if necessary.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[yag88]

Hi Rachel, thanks for your reply. 

However, it doesn't help me much. 

Regarding 1. Verify SMTP Settings  and 2. Check Email Configuration 3. Test Connectivity 6. Check SMTP Server Status: I have done that already. As a matter of fact, as pointed out in my question, the EWS "tested successfully" the SMTP settings. 

Please note that "tested successfully" means the printer has sent successfully an email to other email addresses. I have used a couple of personal addresses for that (one on **bleep**, another on Microsoft Outlook domain), and both these addresses did receive a test message from the printer. So "test successfull" confirm my connectivity and configuration are fine. 

As for 5. Update Printer Firmware : I have done that too before writing my question. I did not bother to mention it in my question. 

I'll check the printer logs when I have more time. 

Meanwhile, I would appreciate if you could tell me what could cause the "test email" to succeed and the "scanned email" to fail. That must be a very specific situation. 

Thank you. 

[Sneha_01]

Hi @yag88 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support