"Email as PDF" to Outlook does not include text body when using other email account than default acc

[trvogt]

Hi,

various people in our organization uses the printer's software function "send as PDF" to directly scan + send a document by email. When using this function, it opens a new message in outlook with the attachement. When sending from the default account, the text added in the body of the email gets sent. When changing the "from" email adress, then email is sent with the attachement, but the text body disappears.

When changing the default account, it works, even when using the email which previously didnt work, and the email which previously worked no longer works.

Is this issue known? How to resolve it?

Kind Regards,

[Dragon-Fur]

@trvogt 

Welcome to the HP Community.

What works - and how - depends on which software / application you are using.

If you are referring to the Full Feature Software > HP Scan

1. The Full Feature Software / full driver must be installed on the computer.
2. An email client must be installed and configured (IMAP) ON the computer.  Examples of an email client:  Outlook, Thunderbird.
3. Within the email client, the sender address must be added and configured.
4. HP Scan must be set to use that client.

Example - HP Scan > Email as PDF

9025_HP_Scan_PDF_to_Email_2

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HP Smart - Windows

HP Smart (for Windows 10) requires that the "Sender" address is added to the Windows Mail application.

After the content is scanned, select option "Share" to send the scanned content / document via Email.

Partial Examples - HP Smart - Windows - Scan Document > Share

HP_Smart_W10_Scan_Document_Screen_7HP_Smart_W10_Scan_Edit_Document_Set_5

References / Resources

Adobe Reader DC – Install Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

NOTE:  Adobe Reader DC software can be installed even if you do not normally open / view / print PDF files directly from the Adobe Reader DC software.

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

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

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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

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[trvogt]

Hi @Dragon-Fur,

Thank you for your response, however scanning from HP Scan and sending to Outlook works fine. If I send via the email account set as default from outlook it also works fine:

The issue occurs when in the process, I try to send from another account which is setup in outlook, as below:

As you can see, the body of the email disappears from the message. Now I dont know if there is an issue between HP Scan and Outlook or if it is simply an outlook issue. I opened a ticket with microsoft to have them have a look, but surely you may try out to troubleshoot on your side?

Many thanks,

Trevor

[ShlomiL]

Hi,

HP Scan scans the file and launches a new dialog with the file attached, there where the HP Scan function ends.

From now on it is Outlook which responsible of sending the email and the HP software have nothing to do with this task, it job ends by attaching the document to a blank new message, that's about all.

Please contact Microsoft support to troubleshoot any email related problem, it have nothing to do with the HP Software which only completes the scan and launches a blank message with the file attached.

Shlomi