Scanner stuck on status scheduled

[jenny198]

When I try scan to email the job gets stuck on status "scheduled", and does not deliver the scan to the email adress provided.

I can't find any settings for scheduling scanned documents on the printer/scanner itself or in the web interface. Please help!

[Dragon-Fur]

@jenny198 

Welcome to the HP English Community --

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@jenny198 wrote:

When I try scan to email the job gets stuck on status "scheduled", and does not deliver the scan to the email address provided.

I can't find any settings for scheduling scanned documents on the printer/scanner itself or in the web interface. Please help!

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If you provide a bit  more information, someone might be able to offer some help.

For example,

Printer model?

Operating System / version?

Type of "Scan to Email" software, application, or SMTP profile you are using to configure the job?

Are you perchance using Print Anywhere with HP+ ?

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References / Resources

HP Printer 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, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

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People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[jenny198]

The printer model is a HP PageWide Enterprise Color MFP 586dn.

No external software is used to configure scan to mail, it's confígured via the web interface to the printer.

[Dragon-Fur]

@jenny198 

Update - Correct grammar

OK - This printer type (Laser / Enterprise)  is outside my area of expertise -

@Repairatroopermight like to weigh in as Laser and Enterprise machines are among his specialties.

Review

HP PageWide Enterprise Color MFP 586 - User Guide

Start on Page 83

I am not familiar with the idea of Scan to Email sticking in "Scheduled".

From the description, perhaps it is a reaction from the email provider's server(s).

What? 

Because the job is not being refused outright, the source of the issue might -- or might not -- be something you can control.

Suggestions - If not done ...

2-Step Verification - 2FA -

If you have not done so, perhaps check / recreate the App Password used in the Profile.

Restart everything, including your router.

Check whether the DNS setting is to your liking

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

Scan to Email – Two-Step Verification and Application Password

Email Account Security

"Scan to Email", “Scan to Network”, "HP Scan > Email" and "Share" are subject to your Email Account provider's security that governs how your email account interacts with "third party software / apps".

For example, Google (G-Mail) and other email providers, including (and not limited to) Apple, Microsoft, and Yahoo, might require that you enable 2-Step Verification AND create and use an App Password to interact with the printer software, printer applications, or any program that requires that software to access your email account.

Where the email provider's security requires it, the App Password is used in place of your normal email / account password in "third party" apps and software.

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+

Example – Google / G-Mail

Notice from Google

Less secure apps & your Google Account

This video will quickly show you how to set up scan to email with an HP printer with G-mail AND keep the 2-Step verification security feature. App Passwords

Set up Scan to Email HP Printer with 2 Step Verification on G-mail and Google

Steps

Log into your Google Account

Open your Google Security Webpage

Next, if not done, Switch ON 2-step verification

Turn on 2-Step Verification

Next, Complete the steps to open your mail security settings

Sign in with App Passwords

and

Create / Select app and (then) create your app password

• At the bottom, choose Select app and choose the app you using > Select device and choose the device you’re using > Generate.
• Follow the instructions to enter the App Password. The App Password is the 16-character code in the yellow bar on your device.  
• Make note of the password in case you need to re-enter it.
• Tap Done.

Tip: Most of the time, you’ll only have to enter an App Password once per app or device, so don’t worry about memorizing it.

Make note of your App Password >> Enter the 16 App Password (no spaces) in Scan to Email in place of your regular password.

Assign / set that new App Password in your Scan to Email profile as the password.

Save and Test

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Apple – “App Password” for third party applications

  Sign in to apps with your Apple ID using app-specific passwords

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Comcast / Xfinity – “App Password” for third party applications

  Turn Your Access to Third Party Email Programs On/Off in Xfinity Email

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Yahoo Mail – “App Password” for third party applications

  Yahoo - Generate and manage third-party app passwords

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Microsoft

  How to use two-step verification with your Microsoft account

  Next >>> Using app passwords with apps that don't support two-step verification

Work or school accounts -  Manage app passwords for two-step verification

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What about the Port?

  What’s the Difference Between Ports 465 and 587?

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What is my DNS

DNS Servers

DNS server list by country

• Australia
• France
• Global
• New Zealand
• United Kingdom
• United States of America

If you do not have an ISP, or if you are having continuing connection issues, use Google Public DNS.

• Using Google Public DNS

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Public DNS Server List

https://public-dns.info/

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Partial Example - App Password

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References / Resources

HP Printer 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, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP PageWide Enterprise Color MFP 586 series  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[Repairatrooper]

The most common cause of pending is a failure to connect to the SMTP server caused by a a wrong gateway address or bad DNS settings. If it previously worked and no longer works, confirm that none of the required settings are not current. A lot of mail providers have changed their requirements over the past couple of years and that can result in main failing to be processed.

[jenny198]

The first issue we got was, exactly as you say, an SMTP error that prompted error with Gateway. 

I did however manage to fix this error by changing the DNS adress on the printer so the error message disappeared. 

The problem now still remains that as soon as the scanner reads the document it states "ok" and then changes the status to "scheduled", and no document is being sent to the chosen email adress.