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Scan to email scans all have a dark gray background

HP Recommended
HP Envy Photo 7858
Microsoft Windows 10 (64-bit)

I've seen this same problem listed by a lot of other users, so I've got to believe that there is a fix or of not, HP should be working on one. Has anyone found a solution yet? I have a brand new HP envy photo 7858 all in one device. When I scan to computer, the scans of documents are perfect. When I choose the Scan to Email button on the printer, it scans the documents and emails it like it should, but every time I've tried it, the actual scanned documents have a dark gray background.

 

I can't figure out or find any settings for scanning to email on the HP Smart app that I downloaded to manage the printer. I have the latest updated software for the printer.

Anyone have a solution?

Thanks,

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@BMiller775, Welcome to HP Support Community!

 

I see that you have issues with scan to email, to provide you with an accurate solution, we'd like to check the scanned document and hence request you to share the same for further assistance.

 

Keep me posted.

TEJ1602
I am an HP Employee

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Hi, Thanks for your help.

 

Not sure if you want me to email you the file as an attachment? or just post a pic of it?

 

I printed out a printer test page and scanned it to Email just now as a test. Another problem I see is that it attached it to my email as a file without a .pdf address, so it would not open automatically, but I used Adobe PDF Reader to open it. So maybe when I was trying to install the latest version it caused that issue as well which I didn't have previously, which maybe you can help me fix as well?

 

Here is a picture of how the file looks that was sent to me. This is on white paper, but you can see the background is all gray, just as other users have pointed out with similar problems. It does this every time with Scan to Email from the printer, so it must be some kind of setting issue. When I scan directly to the HP Smart app on the computer, the scans are just fine. 

Thanks again for your help.

BMiller775_0-1587068627629.png

 

 

 

 

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@BMiller775

 

Thank you for being patient.

 

We are working with the concerned team on this issue, will get back to you on this.

 

Thanks for understanding!

TEJ1602
I am an HP Employee

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I am having the same issue. Did you ever get an answer?

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@BMiller775

 

Are you using the scan to email feature on the printer?

  1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
  2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
  3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
  4. Go to Scan > Scan to email > Change the settings under 'save as' to PDF.
  5. Try scanning.

Hope this helps! Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
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Thanks to the person who posted the photo. I have a brand new printer with the same problem: dark background when using scan to email function. Please provide a fix asap or I have to return it. When I try to use the fix below it says 'You cannot use this function because it has been disabled'. 

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@Ridgeline1

 

Try restoring the network defaults on the printer and then reconfigure the wireless settings. Try the above-mentioned steps again.

 

Let me know the outcome.

 

 

TEJ1602
I am an HP Employee

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