Troubleshoot Scan to E-mail

Introduction

This document contains general information about how to troubleshoot issues when using Scan to E-mail.

Before you begin

Before you can set up Scan to E-mail, the HP printer must be connected to a network with an active internet connection. The Scan to E-mail feature will not work if the HP printer is not connected to a network.

Administrators need the following information before beginning the configuration process:

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Administrative access to the printer
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DNS suffix (e.g., companyname.com)
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SMTP server (e.g., smtp.mycompany.com)

NOTE:If you do not know the SMTP server name, SMTP port number, or authentication information, contact the e-mail/Internet service provider or system administrator for the information. SMTP server names and port names are typically found by doing an Internet search. For example, use terms like "Gmail SMTP server name" or "yahoo SMTP server name" to search.
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SMTP server authentication requirements for outgoing e-mail messages, including the user name and password used for authentication, if applicable.

IMPORTANT:Consult your e-mail service provider's documentation for information on digital sending limits for your e-mail account. Some providers may temporarily lock your account if you exceed your sending limit.

Step one: Access the HP Embedded Web Server (EWS)

1.
From the Home screen on the printer control panel, touch the Network button to display the IP address or host name.
2.
Open a Web browser, and in the address line, type the IP address or host name of the printer exactly as it displays on the printer control panel. Press the Enter key on the computer keyboard. The EWS opens.

NOTE:If the Web browser displays a message indicating that accessing the website might not be safe, select the option to continue to the website. Accessing this website will not harm the computer.

Step two: Check for problems with sending e-mail

1.
Using the top navigation tabs, click Scan/Digital Send.
2.
In the left navigation pane, click E-mail Setup.
3.
Make sure the Enable Send to E-mail check box is checked on the Scan/Digital Send tab on the E-mail Setup page. If the feature is enabled, but are still unable to send e-mails, the SMTP server might not be set up correctly. The cause could be any of the following reasons:
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  Authentication is required for the server, but no authentication information is sent
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  The network address or hostname for the SMTP server is incorrect
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  The SMTP server is not accepting e-mail (port 25 is not open)
4.
Check the SMTP server settings to identify the problem.

Step three: Check the SMTP server setup

NOTE:This procedure is for Windows operating systems. The following steps show examples of responses from the server. The text portion of the response can vary from server to server.

1.
Open a Windows command prompt: click Start, click Run, and then enter cmd.
2.
Enter telnet followed by the SMTP gateway hostname and then the number 25, which is the port over which the printer is communicating. For example, enter telnet example.com 25
3.
Press Enter. If the SMTP gateway hostname is not valid, the response contains the following message: Could not open connection to the host on port 25: Connect Failed.
4.
If the SMTP gateway hostname is not valid, reconfigure the server.
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  For the e-mail digital-send feature, use the Scan/Digital Sending tab in the embedded Web server to configure the printer to use a different SMTP server.
If you receive a reply such as 220 smtp.hostname, the SMTP gateway hostname is valid. Continue with the next step.
5.
Identify yourself to the SMTP server. At the prompt, enter HELO followed by your host name. Press Enter. You should receive a reply.
6.
Attempt to authorize to the SMTP server. At the prompt, enter AUTH. Press Enter.
7.
If the reply is 503.5.3.3 AUTH not available, then the SMTP server does not require authentication.

If the reply is 250 AUTH or 334, the SMTP server requires authentication. Use the E-mail Setup page on the Scan/Digital Sending tab of the embedded Web server to configure the correct authentication information.
8.
Verify that the server recognizes the e-mail account that is sending the message. At the prompt, enter MAIL FROM: <sender@domain.com> where “<sender@domain.com>” is the e-mail address for testing.

If the response is 550 Requested action not taken: mailbox unavailable, then the server cannot find the mailbox for that address.

If the response is 550 Requested action not taken: mailbox name not allowed, then the e-mail address is not valid.
9.
Verify that the server has sent the e-mail to the recipient. At the prompt enter RCPT TO: <recipient@example.com> where “<recipient@example.com>” is the e-mail address for the recipient.

If the response is 550 Requested action not taken: mailbox unavailable, then the server cannot find the mailbox for that address. The recipient e-mail account might be configured so that it cannot receive messages from the printer.

If the response is 551 User not local: please try <forward-path>, where “<forward-path>” is a different e-mail address, then the e-mail account is not active.