Scan to email Stopped Working

[CatherineO]

Scan to email from the printer keypad had been working fine. The other day on my last scan, it stopped working. I get an error messaqge "There was an internal processing error. Please retry or manually check the firmware updates." I tried using the HP Print and Scan Doctor, but it still doesn't work.  I'm not very technically savy. Any help is appreciated. Thank you.

[KrazyToad · Accepted solution]

@CatherineO

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 would like to help

I suggest we start with a Printer Reset

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed

Then download the Printer Firmware from this Link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-pro-6960-all-in-one-printer-...

This should resolve the issue

But if the problem persists, we can try a Semi-Full reset

Keep me posted how it goes  👍

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and this will also help other community members with similar issue.

[CatherineO]

Thank you, thank you!! It's working fine again. I only needed to do the reset you indicated. Thanks again, much appreciated.

[KrazyToad]

@CatherineO

I'm glad we got this issue resolved

Do visit our HP Forums and drop us a message anytime you need help

Thank you 😉