problem with scan to email

[russbrantner]

I have a couple hp printer/scanners.  I use scan to email a great deal, or try.  many times everything  seems to go fine but upon communication with the party they did not get it.  The got an email but no attachment.  in other words no document.

Any one have an idea what would cause this issue?

[KrazyToad]

@russbrantner

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  

Please note: HP ePrint supports up to 10 attachments to a single email. Email messages, including all attachments, are limited to 5MB each. So, make sure the total file size is less than 5MB. If the file size is less than 5MB and if it’s still not printing, try sending the attachment in a blank email. i.e leave the body of the email blank. That should help you print the attachments.  

If the issue persists, try to assign a manual DNS to the printer as suggested below:  

- Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.

- Type the IP address on your web browser to obtain the printer EWS page on your computer.

- Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.

- Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4) Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

- Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address) Restart the printer and then router once done.

Also try updating the Firmware from this Link: https://support.hp.com/in-en/drivers/selfservice/hp-officejet-pro-6970-all-in-one-printer-series/828...

Keep me posted how it goes  

Thank you and have a Great Weekend 😊  

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.

[russbrantner · Accepted solution]

Thank you Krazy.  I might see what I can do but I'm not as literate with some of what you suggest.  Let me be more specific which may help.  My current most important issue is when my employees use the hp 6970 to simply can to email to me 350 miles away to my home office.  They are using the machine to send less than 10 pages of service reports to my email address and are not using hpeprint each time.  The reason for this is when I get them I open the documents on my computer then send them to the hp 6970 and they print in seconds.  When trying to use hpeprint it is a much, much slower process.  Anyway, half of the time I get the email from the machine and it is blank.  They try to send again and it may come through just fine.  Yesterday, last day of the month and they had about 30 pages to send me.  They sent them in groups of about 6 to 8.  5 emails.  I think they had to try 12 times to get the 5 emails with the pages attached.  I'm now happy and can proceed with the end of the month billing but its really frutsting for me & my employees to have to send, send & send.

I send documents to this machine each day by scan to email (hpeprint) without a problem.  Again I try to always follow the rule... no more than 10 pages at a time.   I used to use landline fax but I thought I would try this option now.  STILL TRYING!!!  Any other suggestions before I attempt to alter the ISP, etc?

[russbrantner]

Oh Krazy, I also installed a new driver a couple of days ago so I'm probably ok?

[KrazyToad]

@russbrantner

You can try setting up ePrint again

1. On the printer click on the Web Services icon in the top left corner of the display.
2. Click on Settings.
3. Click on Remove/Disable/Turn Off  Web Services.
4. Follow the onscreen instructions
5. Restart your Printer and from the main screen click on the Web Services icon again. 
 

Then setup ePrint again. Please follow the instructions in this Link: https://support.hp.com/in-en/document/c03721293

For more troubleshooting steps, you can follow the instructions in this Link: https://support.hp.com/in-en/document/c03601466

If the issue persists, then I suggest you try the steps for assigning a manual DNS to the printer 

Thank you 😊

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.