Unable to scan directly from printer, HP Smart app works however

[amarkrios]

Noticed a strange icon on the printer display, had to cycle power to clear, touchscreen was unresponsive. I am unable to scan to email now, it goes through the motions but never scans, then eventually gives the error "There was an internal processing error, please retry or manually check the firmware updates". The printer has the latest firmware installed MALBECPP1N001.2008C.00,  I can get my documents to scan using the HP Smart App. I using a Mac with the latest OS installed. The scan to email option was working a week ago.

[Kumar0307]

@amarkrios, Welcome to the HP Support Community!

Since you are able to scan using the HP Smart app, it means the scanner hardware is working fine. There are few points that need to be checked for the 'scan to email' to work.

1.) Are you trying to perform scan to email from the printer's control panel or from your Mac? 

2.) Who is the Email provider? 

3.) Is your Email account configured in the mail account? 

4.) Is your printer connected to the Web-Services? 

5.) Are you able to login via web mail? Make sure you don’t use autofilled password in web browser. 

6.) Is there a 2-factor authentication setup? 

7.) Did you recently change the password?  

Try to re-configure the Scan to Email feature. 

1. Confirm the following requirements for the scan to email feature. If you do not meet these requirements, you can manually attach the file to an email message by saving the scan to a folder on the computer.

   • Scan to email works best when a local email client, such as Apple Mail, is installed and set up on the computer.

   • Web-based email accounts (Gmail, Yahoo Mail, Hotmail) must be configured through your local email client to scan to them. Check your local email support site for additional information.

2. Start the scan.

   • Printers with touchscreen or LCD menu control panels: From the Scan menu on the printer, select your computer name, and then select Email as PDF or Email as JPEG A new email message automatically opens on the computer.

     Some Web-enabled HP printers have a Scan to Email app in the Apps menu that sends emails from the printer using your printer's ePrint email address.

   • Printers with buttons only or printers without scan to email menu options: Continue to the next step to start the scan from the computer.

3. Open Finder , click Go in the top menu bar, click Applications, and then double-click Image Capture.

   

4. Click your printer name in the Devices or Shared list, and then click Show Details at the bottom of the screen, if necessary.

   After the preview of the scan displays, change the following settings:

   • Scan Mode: Select the scanning bed or automatic document feeder.

   • Scan to: Select Mail.

   • Name: Type a name for the scan file.

   • Format: Select the file type for the scan. When you select the PDF or TIFF format, the Combine into single document feature is available to save multiple page documents or multiple images into a single file.

5. Click Scan.

   A new email message automatically opens with the scan attached.

Hope this helps! Keep me posted. 

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