Scan to email loses message

[BillWickes]

HPScan.exe, the scanning utility that came with my HP OfficeJet Pro 6978, has a “scan pdf to email” feature, which, after a scan is complete, will fire up Outlook with a new email with the scanned pdf attached. You then add the destination email address(es) and any message text you wish. When you click Send, it asks for the password for my Hotmail account. It offers a “Remember my credentials” checkbox, but it doesn’t seem to remember for the next time. Be that as it may, the email is sent. But:
• On my computer, which is connected to the printer via USB, the newly sent email is delivered, and shows up in the Sent Items folder in my Comcast email (my default email address) folder.
• On my wife’s computer, which is connected to the printer on wi-fi, the newly sent email is delivered—but any message text is dropped. The sent email, minus the message text, shows up in the Sent Items folder in the Hotmail folder (not her default Comcast email). I discovered, after various web searches, that clicking File…Save in Outlook before sending, preserves the message text. Don’t know what it saves or where, but at least the full desired message gets to its destination.

I think the Hotmail address is involved because that is the address entered into the printer setup (using the printer’s display and setup). The Hotmail address is available in Outlook on both computers, whereas if I’d entered my usual Comcast address into the printer, the sent email wouldn’t be available on my wife’s computer. But in the current state, my computer demands the Hotmail credentials, but the sent email ends up in my default comcast folder, whereas on her computer, the sent email ends up in Hotmail.

The main problem here is the loss of the message text (when the scan/send is done on my wife’s computer). The goal would be to have both computers behave the way mine does, with the additional hope of eliminating the Hotmail sign-in.

The message text loss seems like an Outlook problem, since the text is entered in Outlook, and the text and the attachment are apparently there when you send. Both computers are running (fully updated) Office 365, but there’s some asymmetry here that I can’t fathom. Sure, maybe it has something to do with the USB vs. LAN printer connection, but…how?

[ShlomiL]

Hi,

A such have nothing to do with your printer.

The HP Scan software perform the scan and launches a New Message Outlook dialog with the scan attached, that's about it and from now on it have nothing to do with the HP Software.

Any sending process is being done by your email software and its configuration, wither with your email account configuration or any other setting.

I may suggest checking on Microsoft forums, if the password is accepted but fails to save, this seems to me like an MS Outlook problem.

Hope that may help.

Shlomi