Scan to Emil not working

[j-holmes]

Operating System: macOS Sonoma 14.3

HP LaserJet Pro MFP M428fdw

Firmware Version: TETONXXXXN002.2339A.00

Built Date: 2023-09-26

Outgoing Email Settings:

smtp.mail.me.com: smtp.mail.me.com

SMTP Port: 587

Server requires autentication

The Scan to Email feature has stopped working.  I have reset the printer back to factory settings to no avail.  On the printer, I receive  the following error message - "Scan Error There was an internal processing error. Please retry or manually check the firmware updates."

When I attempt an outgoing email test, I receive the error below. Notably, I configured Email Alerts using the same email server settings above and I received the test email alert.  

Any insights?

[JMS248202]

Is anyone responding to this?  Two additional people have the exact same problem.  I had Scan to Email working fine until January of this year.  Then my issue is EXACTLY as described by J-Holmes.  I see no response from HP.

[Repairatrooper]

Your first step would be to contact your email provider and confirm your settings with them. Many providers have changed policies and required settings to be able to scan to email and the authentication error you show suggests that is the case. For example, Google and Microsoft now require you to use an app password which requires additional setup of your email account and then new settings on the printer.

[T_Engel]

That had already been done. In my case, using the OfficeJet Pro 9020 series EWS, I can put the same configuration information into the Settings->Email Alerts->Email Server settings and into the Scan->Scan to Email->Settings.

I can successfully send myself email using "Save and Test" from Settings->Email Alerts->Email Server ... but using Scan->Scan to Email->Settings "Save and Test" will fail with the message 'System failure.'

This all had been working fine (for nearly 2 years) up until mid January 2024; and has failed ever since as described above. I have created a new app-specific password (in my case, using smtp.mail.me.com) and the same behavior is observed with the new password, namely: Settings->Email Alerts->Email Server works but Scan->Scan to Email->Settings fails. Because of this, it appears it is not an email service/server issue - but with HP's firmware that handles the Scan to Email function.

[j-holmes]

Thanks for the recommendation.  I too have verified my email settings and have been using app specific passwords since this functionality was first enabled by Apple.  Today, I revoked the old app specific password and created a new one to no avail.  

Similar to others, the email settings don't work on the Scan to Email page.  However, these same settings do work on the Email Alerts (Email Server) page. 

I truly hope this issue is addressed quickly.  My FedEx Office expenditures are adding up quickly.  

[JMS248202]

This is a problem with HP.  As everyone else is commenting, the symptoms are the same.  As of January, 2024, scan to email NO LONGER WORKS.  I've also recreated the icloud app specific pw, etc. etc. etc., and like everyone else, to no avail.  It fails both on the printer (where it too had worked fine for 2 years) AND on the printer web page test.  FAIL FAIL FAIL.  I'm surprised that we are on HP's own support website and hearing ABSOLUTELY NOTHING from Hewlett Packard.  ARE YOU ALIVE HP?

[j-holmes]

Any recommendations?  Grrr, annoyed that HP wishes to charge for support.  

[JMS248202]

Not a word...silent as a church mouse.  It's sad.  Their products just STOPPED WORKING and no one at HP apparently gives a tinkers dam.

[j-holmes]

It appears as if the scan to email functionality is now working.  

[T_Engel]

Indeed it is for me, too. Just as when it quit working: no firmware change, no scan or email configuration change. It mysteriously quit - and now it mysteriously began working again.