Why did my HP OfficeJet 6962 All-in-One stop scanning to emails and computer?

[MLMARKIE1]

My HP OfficeJet 6962 All-in-One stopped scanning to computer and emails?

[Kuroi_Kenshi]

Hi @MLMARKIE1,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP OfficeJet 6962 has stopped scanning to email and to your computer. Let’s go through a few steps to check what could be causing this.

Make sure the printer is connected to the network
• Check that the printer shows a stable Wi-Fi connection on the control panel.
• If disconnected, reconnect using Wireless Setup Wizard.

Restart the printer, router, and computer
• Power off all three devices for 30 seconds.
• Turn the router on first, then the printer, then the computer.

Reinstall or refresh the HP Smart app / Full Feature Software
• Open HP Smart on your PC and confirm the printer shows “Ready.”
• If scanning still fails, reinstall the HP Smart or the Full Driver package.

Check if “Scan to Computer” is enabled
• On your Windows/Mac, open HP Printer Assistant or HP Easy Scan.
• Look under “Scan” and enable “Scan to Computer.”

Verify the Scan to Email setup
• On the printer control panel, go to Scan → Email → Setup.
• Re-enter your email account or run the Setup Wizard again.

Check firewall or security software
• Some firewall settings can block the scan communication.
• Temporarily disable firewall/antivirus and test the scan.

Confirm Web Services are active
• On the printer, go to Web Services or HP ePrint.
• If it’s disabled or showing an error, enable or re-enable it.

I hope this helps.

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Best regards,