"Files weren't attached because they're empty"

[Gryffters]

Hi,  I have been using my HP-officejet-pro-9135e AIO Printer for several months now. I use it daily as I rely on scanning all types of documents. Yesterday I attempted to attach a scanned image to my Outlook App and this error occurred. No matter what I scan or if the quality settings are adjusted I receive the same error. I am currently using a Windows 10 device if that helps. I have made sure my HP Smart App is up to date and all Windows/Lenovo drivers are updated too. 

[Garp_senchau]

@Gryffters,

Thanks for reaching out to the HP Support Community! 🎉

I’m here to help you troubleshoot your issue and get things back on track. Just follow these steps below, and we’ll have you running smoothly in no time:

Kindly refer this video and follow the steps provided in it: Resolving Issues That Cause Blank Scans or Copies | HP Printers | @HPSupportUser1 

Restart the Printer and Computer

• Turn off the printer. Unplug the power cord from the printer and the wall outlet.
• Wait for at least 60 seconds. Plug the power cord back in and turn on the printer.
• Restart your computer to ensure there are no pending software issues.

Reinstall Printer Drivers

• Go to Control Panel > Programs > Programs and Features. Find and uninstall any HP printer software.
• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and download the latest drivers. Follow the on-screen instructions to install the drivers.

Run HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.

Update Printer Firmware

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Restart the Print Spooler Service

Search for services > scroll down to print spooler > Right-click on it and select Restart. If restart is not available, select stop and then start it again.

If the issue persists, try plugging the printer into a different wall outlet to rule out power-related issues.

If the error still occurs, lift the scanner lid slightly and press the Copy button or icon. Observe whether the scanner light turns on and moves across the glass.

• If the scanner light does not illuminate or move, the printer may need servicing.
• If the scanner light moves but copying still doesn’t work, proceed with further troubleshooting.

As a last step you can Restore factory defaults (Click here for document)

• Restore Factory Defaults: Navigate to Setup or Tools and look for the Restore Factory Defaults option. This can resolve software glitches affecting scanning.

I’m pretty confident this will do the trick! But hey, if you run into any bumps along the way or need a little extra help, just give me a shout! I’ve got your back. 💪

Also, if this reply solved your problem (or made you feel like a tech wizard 😎), please click "Accepted Solution". It helps others, and I promise I’ll do a little happy dance. 🕺 Also, if you could click 'Yes' under ‘Was this reply helpful?’—that’s like giving me a virtual high-five. 🙌

Thanks again for being awesome, and I hope you have an amazing day ahead! 🌟

Cheers,

[JSOtt]

Turns out this is actually a Microsoft / new Outlook issue. It's occurring also to users who Share from Word for example, too - i.e. no scanner involved.         

Others have said that setting the default app for .msg to be "Outlook New" made it work again. Please post back to let everyone else know.

[JSOtt]

For us it works okay from Word.

But we still get the "empty" error from HP Scan > Share > Outlook new.

It launches Outlook NEW okay and creates the msg with recipient but the attachments error remains. We have toggled the default to Outlook and back to Outlook New again, and restarted all, but no dice.

[spinningstill]

Any update on this? Really need to be able to do this.

[JohnWin]

I am having the exact same problem with my brand new hp computer and laserjet printer.   Outlook New says Files weren't attached because they are empty.  Really need a fix for this as the person who needs this is not computer literate and it is too difficult to save the file and then attach.  Really need this ASAP

[spinningstill]

Not an HP issue. Its an Outlook issue. When you scan, view doc (3 dots) open in file explorer, send to mail recipient.

Gary

gary@zioncomputerservices.com