Scan2Email MFP M283fdw with HP Scan and Outlook doesn't work

[MichaelSchmitt]

Hi HP Community,

if I'm using the function Scan PDF as Email in HP Scan together with Outlook in the first step everything is working as aspected. HP Scan opens a new Outlook Email and attaches the scanned PDF. After adding some Text to the mail and sending it, the text in the mail is gone.

It's only happening if the new Email was created by "Scan PDF as Email" in HP Scan. Manual created messages with scanned PDFs attached, are working fine and no additional text gets lost.

Does somebody has seen that problem before? I was not able to find something.

Thanks for the help!

Michi

[Dragon-Fur]

@MichaelSchmitt 

Welcome to the HP User Community.

Normally I don't touch "laser printer" anything - too much I don't know.

I did test this using HP Scan (connected to an OfficeJet Pro 9025).  Simple flatbed scanned content "PDF".

HP Scan using an installed Outlook client software (part of my Office suite).

Seems to work, though I did have to have the Outlook software open to get the software to actually "send" the data...

Try changing (or checking) that the email message is using a standard Font style and type.

For example, my mail message opened (after the scan) 

Used the selected Font = Calibri at Size 11

Might not be related, just a place to check...

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[MichaelSchmitt]

THX @Dragon-Fur for your replay.

First with the Outlook New Mail Dialog is opened everything seems to be fine. Email Format is selected as usual and I can add a message and edit everything as normal. But after clicking on Send all the text is deleted and the receiver gets only the scanned pdf as attachment.

Also altering the format and so on doesn't help.

[Dragon-Fur]

@MichaelSchmitt 

You are welcome.

It was a "far flung" idea.  

I cannot duplicate the problem (Windows 10 / Office Professional 2021).

Caveat...

Understand there is nothing in this message intended to be a "canned response".

That it looks that way is a result of my not knowing where you should poke at this to force Outlook to stop dropping the text.

If you have not done so...

Add the following to your checkpoints.

====================================================================

Take a look at this from the "Office" side

Why?  Once the job is turned over to the Outlook software, it is reasonable that the "scan" software preset is not impacting the odd results.  Absolutely true?  No idea - just thinking about the way I believe this works...

For example, 

• Run Windows Updates so any "Office" updates can be checked / run

and

• Check with the Microsoft Community  and / or Office Support - Help and Training

====================================================================

Check / Update the Firmware

At this writing:

Information, Description, and Download

HP Color LaserJet Pro M282-M285 Multifunction Printer series Firmware Update Utility 

Version:  20220112

Operating Systems

Microsoft Windows 10 (32-bit)

Microsoft Windows 10 (64-bit)

Microsoft Windows 2000

Microsoft Windows 7 (32-bit)

Microsoft Windows 7 (64-bit)

Microsoft Windows 8 (32-bit)

Microsoft Windows 8 (64-bit)

Microsoft Windows 8.1 (32-bit)

Microsoft Windows 8.1 (64-bit)

Microsoft Windows Server 2003

Microsoft Windows Server 2003 64-Bit Edition

Microsoft Windows Server 2008 W32

Microsoft Windows Server 2008 x64

Microsoft Windows Server 2012

Release date:  Feb 10, 2022

====================================================================

Make sure the Full Solution (printer) Software is installed

When installed the full solution / full driver software shows up in Control Panel > icon view > Programs and Features

Reminder

Printer software already installed?

If you have not checked / done so

OR

If you are convinced the printer software is somehow at fault,

Then

Uninstall the printer software (from Programs and Features) > Restart the computer and log in > Install a fresh copy of the full driver printer software > Restart the compute and log in.

Information, Description, and Download

HP Color LaserJet Pro MFP M283cdw/M283fdw Printer Full Software Solution 

====================================================================

HP Printer Support Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

Open

Product Home

Enter the type and name of your HP printer / device

OR

HP Color LaserJet Pro MFP M283fdw 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[MichaelSchmitt]

I tried already updates on both sides. Last week the scanner stoped working because it was not able to do the update without a previous de installing of all software (HP Software was not able to connect to the scanner anymore). So we have a "fresh" installed HP environment (newest software provided over the support section for that printer)

I posed the Problem today as well on MS community: And as aspected: It's not their Problem i'm using a external software to create that email.  
https://answers.microsoft.com/en-us/outlook_com/forum/all/email-text-is-missing-if-new-email-is-crea...

There is something going on, if the email is created by HP Scan. It's working fine inside of Outlook and it's working fine with other software.
In my opinion MS should closing the API to create Emails for external Software and HP should stop adding features like Scan2Email, if both sides can not support if bugs with their software occur.
Both products are paid products!

[Dragon-Fur]

@MichaelSchmitt 

Sure - software should work for everyone.

If this issue is discovered to be a trend or printer software problem, HP will indeed repair the software.

That does not help you now - software trends, bugs, and fixes take time to resolve.

If the cause is bad software, your report here is helpful to establish the symptoms and timing.

No Joy,

Not the problem,

Unhappy,

"It's the software",

And this is why I stay away from laser printers...  Slight smile here.

That I cannot duplicate the issue means "something" but not everything.

True: 

• HP Scan might be slightly different for your printer -- I don't have access to the code to check.   
• Software on your system might be corrupted - if uninstalling / installing the entire packages (including repairing Office) does not work, the issue might be something in the Registry for either the HP printer software or the Office software.   I do not recommend digging at the Registry but I certainly support you doing so if you have the skill set and choose to go in this direction.
• Our Windows 10 environments are vastly different - my Windows 10 Pro OS is installed on an older Zbook 17.  The Operating System has been installed on the system for some months.  I take pretty good care of the OS but I don't generally poke at it overly much and for the most part I stay out of the Registry unless I know the issue I'm after (trying to solve).  Reminder:  If you decide to poke at the Registry, be sure you Export and save the registry file before you make changes.
• Our Office software is likely different - I'm running whatever version is part of Office Professional 2021.  Even so, if you do have the same Office software, you do not believe the issue something that has happened in Outlook - so it does not matter.
• Our locations are vastly different - different servers, different networks, different controls.

Good Luck.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"