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Level 1
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Message 1 of 39
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Scan to Email not sending as PDF

HP Recommended
HP OfficeJet Pro 6978
Microsoft Windows 10 (64-bit)

When using the APP, SCAN TO EMAIL it is not sending as PDF, sending as a file that shows as being unsecure and can not be opened by recipients. Up until today it sent showing it was from eprintcenter@hp.com, now it shows sent from eprintcenter@hp8.us 

 

Why did this change overnight?? I use this app often to send coworkers files as PDF's instead of scanning to my computer and then attaching in an email. 

 

I did not change anything, tried updating printer apps, restarting my pc, unplugging & plugging back in printer. 

 

Help!! 

38 REPLIES 38
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HP Recommended

I have the same exact issue....very frustrating.

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This also happened to me today. Yesterday I used my HP Envy 5530 all in one without any issues. Today it asked me to enter my email address again - for security purposes it said on the tiny screen. I turned it off and then back on hoping to avoid having to type in my email address, but that didn't work. So, I entered my email address, received a 4-digit PIN via email, entered that. I was then able to scan. BUT, when the scan arrived in my email, it wasn't a pdf; the file doesn't have any extension at all and I get an error message when I try to open it "This file does not have an app associated with it for performing this action. Please install an app, or if one is already installed, create an association in the Default Apps Settings page."

 

Please help! 

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Yes, that is exactly what happened to me this morning! It made me put my email in again, get the pin, and since then it hasn't worked correctly. I also turned it off and on to see if it would not ask me for my email as that happens occassionaly and turning it off always fixes it.

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Bonnie - Try this that I found as an HP response to someone else's issue; it worked for me:

 

Hi,

Please try saving the file to a folder, rename it and add a PDF extension and check if you may open the file then.

Note: for Windows 10 click the top View ribbon menu and check the box next to File name extensions prior to renaming the file.

 

Please let me know if that works,

Shlomi

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This is a work around not a solution for the root cause.

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If someone from HP can look here is an example of the email header when receiving From: eprintcenter@HP8.us

 

Received: from YT1PR01MB2411.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b00::45) by

YTOPR0101MB1500.CANPRD01.PROD.OUTLOOK.COM with HTTPS via

YTXPR0101CA0032.CANPRD01.PROD.OUTLOOK.COM; Sat, 25 Apr 2020 13:09:46 +0000

Received: from CH2PR11CA0011.namprd11.prod.outlook.com (2603:10b6:610:54::21)

by YT1PR01MB2411.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b01:9::33) with

Microsoft SMTP Server (version=TLS1_2,

cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.2937.13; Sat, 25 Apr

2020 13:09:45 +0000

Received: from QB1CAN01FT018.eop-CAN01.prod.protection.outlook.com

(2603:10b6:610:54:cafe::31) by CH2PR11CA0011.outlook.office365.com

(2603:10b6:610:54::21) with Microsoft SMTP Server (version=TLS1_2,

cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.2937.13 via Frontend

Transport; Sat, 25 Apr 2020 13:09:45 +0000

Authentication-Results: spf=fail (sender IP is 54.219.191.113)

smtp.mailfrom=email.hpccs.hp8.us; [removed email address for privacy].com; dkim=pass (signature was

verified) header.d=hpccs.hp8.us; [removed email address for privacy].com; dmarc=bestguesspass

action=none header.from=hp8.us;compauth=pass reason=109

Received-SPF: Fail (protection.outlook.com: domain of email.hpccs.hp8.us does

not designate 54.219.191.113 as permitted sender)

receiver=protection.outlook.com; client-ip=54.219.191.113;

helo=iout3.hes.trendmicro.com;

Received: from iout3.hes.trendmicro.com (54.219.191.113) by

QB1CAN01FT018.mail.protection.outlook.com (10.152.120.73) with Microsoft SMTP

Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id

15.20.2937.15 via Frontend Transport; Sat, 25 Apr 2020 13:09:44 +0000

Received: from 167.89.46.43_hes.trendmicro.com (unknown [10.64.10.107])

               by iout3.hes.trendmicro.com (Postfix) with SMTP id B25A3109404E

               for [removed email address for privacy].com>; Sat, 25 Apr 2020 13:09:43 +0000 (UTC)

Received: from o1678946x43.outbound-mail.sendgrid.net (unknown [167.89.46.43])

               by inpre1.hes.trendmicro.com (TrendMicro Hosted Email Security) with ESMTPS id 4530A89403E

               for [removed email address for privacy].com>; Sat, 25 Apr 2020 13:09:42 +0000 (UTC)

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=hpccs.hp8.us;

               h=content-type:from:mime-version:to:subject; s=s1;

               bh=jLIQV+l1r0FMfqocwKw2VDQJEID9C3rNgWW1Zn6UB54=; b=sqXAvEzwZbqqG

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               JHMNGv3PMOCSK0Fq0eoJERVuzOX8Lk=

Received: by filter0654p1iad2.sendgrid.net with SMTP id filter0654p1iad2-984-5EA43695-18

       2020-04-25 13:09:41.294607868 +0000 UTC m=+828184.983352777

Received: from MjEwOTAyMw (unknown)

               by geopod-ismtpd-2-3 (SG) with HTTP id -91jBYW4SAG8O6nJiQ9NQA

               Sat, 25 Apr 2020 13:09:41.210 +0000 (UTC)

Content-Type: multipart/mixed; boundary=5a465f0e43909df3f6b1eebdd6770d7e3946c83cf3af12d717cc1e0b242d

Date: Sat, 25 Apr 2020 13:09:41 +0000 (UTC)

From: eprintcenter@hp8.us

Mime-Version: 1.0

To: [removed email address for privacy].com

Message-ID: <-91jBYW4SAG8O6nJiQ9NQA@geopod-ismtpd-2-3>

Subject: Scanned document from HP ePrint user

X-SG-EID: aT7oQwvEqqy3iUYx2Nj5HjE0A73QI5j2IxFmrURZqB7YuXoP+AbDliFOofrP/z+09kiIzNu6+4qvEC

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Ttef9U7KQo64EtnjSXseTc7A3/nDNCrzbvp8CJazfPAj1+oUPJhLcWrOjw==

X-TM-Authentication-Results: dkim=pass; Contain verified signature,

               header.d=hpccs.hp8.us, header.s=s1, header.i=@hpccs.hp8.us

X-TM-AS-ERS: 167.89.46.43-127.9.0.1

X-TMASE-Version: StarCloud-1.3-8.5.1020-25376.007

X-TMASE-Result: 10-1.859800-10.000000

X-TMASE-MatchedRID: OK4mO/zGKF+hC71v+3NbAqmukiZOfPi2msxcVyENyJzieGQLRIaTJGRW

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    1nr5qD2dw1HBrx+jLKJLlcxWtWBC7mEG/TXhDqla401LkaA9UGQkYKTUNSAX06xyD5hyOLw=

X-TMASE-SNAP-Result: 1.821001.0001-0-2-1:0,12:0,22:0,33:0,34:0-0

X-TM-Deliver-Signature: 665C28A502C98006B887AE45B026F7D2

Return-Path: bounces+2109023-c8c2-[removed email address for privacy].com@email.hpccs.hp8.us

X-MS-Exchange-Organization-ExpirationStartTime: 25 Apr 2020 13:09:44.4971

(UTC)

X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit

X-MS-Exchange-Organization-ExpirationInterval: 1:00:00:00.0000000

X-MS-Exchange-Organization-ExpirationIntervalReason: OriginalSubmit

X-MS-Exchange-Organization-Network-Message-Id:

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X-EOPAttributedMessage: 0

X-EOPTenantAttributedMessage: cb3b048b-71aa-4773-ae02-8c9326a7101b:0

X-MS-Exchange-Organization-MessageDirectionality: Incoming

X-Forefront-Antispam-Report:

CIP:54.219.191.113;CTRY:US;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:iout3.hes.trendmicro.com;PTR:iout3.hes.trendmicro.com;CAT:NONE;SFTY:;SFS:(7916004)(1110001)(339900001)(82310400002)(83170400001)(33716001)(336012)(6916009)(9686003)(564344004)(1096003)(246002)(8676002)(26005)(7636003)(76236002)(356005)(7596003)(33964004)(28085005)(5660300002);DIR:INB;SFP:;

X-MS-Exchange-Organization-AuthSource:

QB1CAN01FT018.eop-CAN01.prod.protection.outlook.com

X-MS-Exchange-Organization-AuthAs: Anonymous

X-MS-PublicTrafficType: Email

X-MS-Office365-Filtering-Correlation-Id: 3d88998b-c1eb-443d-b853-08d7e919ec59

X-MS-TrafficTypeDiagnostic: YT1PR01MB2411:

X-MS-Oob-TLC-OOBClassifiers: OLM:2657;

X-MS-Exchange-Organization-SCL: 1

X-Microsoft-Antispam: BCL:0;

X-MS-Exchange-CrossTenant-OriginalArrivalTime: 25 Apr 2020 13:09:44.3222

(UTC)

X-MS-Exchange-CrossTenant-Network-Message-Id: 3d88998b-c1eb-443d-b853-08d7e919ec59

X-MS-Exchange-CrossTenant-Id: cb3b048b-71aa-4773-ae02-8c9326a7101b

X-MS-Exchange-CrossTenant-FromEntityHeader: Internet

X-MS-Exchange-Transport-CrossTenantHeadersStamped: YT1PR01MB2411

X-MS-Exchange-Transport-EndToEndLatency: 00:00:02.1148595

X-MS-Exchange-Processed-By-BccFoldering: 15.20.2921.031

X-Microsoft-Antispam-Mailbox-Delivery:

ucf:0;jmr:0;auth:0;dest:I;ENG:(20160514016)(750127)(520011016)(944506383)(944626516);

X-Microsoft-Antispam-Message-Info:

               =?us-ascii?Q?Q7MZ57msgGJ0LmiRBD0TvIoF8XkXr+yelLOyInEPw35lffQJtPZH6hiaLo+K?=

=?us-ascii?Q?6ex1mnD2UsA+dbJRMwJbovpRrIVjNH1f22Df7Aur5Q/diZ24RxrSo30I8W6k?=

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=?us-ascii?Q?K6azOGGXpJ3pv9QJvacNL8z7?=

 

 

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I had all that too when looking into the different address it's sending from.

Just want to add, this all happened on my work computer where I use Chrome Browser. I came upstairs to my HP Laptop and just for the hell of it, tried to open the scans. They opened no problem using Adobe! I use Firefox browser on my laptop, so now I'm wondering if it's a Chrome issue?? However, that doesn't explain why the HP8.us  address from the printer.

Also, once I updated the printer apps on the printer, the screen looks different in the APPS screen.

 

Still think it's a printer/HP problem, but I will try using a different browser on my work station and see what happens.

My printer is set up wireless also, all of my pc's and printer are wireless.

 

I even went so far as to uninstall the last Windows Update on my work computer that occurred on the 22nd, just in case something in that update messed it up, it did not fix the problem either.

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My main PC is using Microsoft Outlook 365 that has this issue and yes another PC using Chrome.

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Also, having to work remote due to the corona virus, whatever HP did to cause this issue could not of happened at the worst time.  If we cannot get this fixed ASAP, I will have to buy a new printer and the one I have is only a year old!!!!!  If I do have to buy a new one, it WILL NOT BE HP!!!

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