A customer of ours has a printer (m479fdw) with Scan-To-Email at one of several locations. This often does not work at this location. Setting a different SMTP seemed to be the solution, but afterwards it is not the SMTP.
What we happened to find later was that if Scan-to-Email didn't work, the support.hp.com site didn't work either. We have submitted this to the Internet provider, but so far we have not received an answer. However, today, the site works, but Scan-To-Email doesn't yet.
Edit: ISP has responded not to be able to detect any errors.
Through the Test on the web page, we get a success result.
But when running on the printer, we get an error message.
![Image]()
Translation:
An internal processing error has occurred. Please try again or manually check for firmware updates.
In the log, you will see the following. The Tests do not appear in the overview.
The log says succeeded, but the user gets that on the message that it failed.
![Image]()
Translation:
The first task says 'Redirected printer document from Remote Desktop'. Status = Succeeded
The second, third and fourth says 'Scan-to-email'. Status = Succeeded
This is then a detailed overview of 1 'so-called' successful scan-to-email.
![Image]()
Translation:
Reports > Job log
Status = Succeeded
Name of task: Scan-to-email
Username: Guest
Type: Scan-to-email
Sides: Single sided
Started: March 14, 2022 8:25:26
Complete: March 14, 2022 8:26:15
We have already done the following:
1. Firmware updates (up to date)
2. Manual firmware update. (not possible already up to date)
3. Change DNS to Google and others.
4. Tried other SMTP Servers.
5. Factory reset
We have the same printers in other locations that work without any problems. I can't do much with the current logging of the HP Printer. It looks like there's a connection being held up somewhere at the end of the process, but I can't find it.
What we happened to find later was that if Scan-to-Email didn't work, the support.hp.com site didn't work either. We have submitted this to the Internet provider, but so far we have not received an answer. However, today, the site works, but Scan-To-Email doesn't yet.
Edit: ISP has responded not to be able to detect any errors.
Through the Test on the web page, we get a success result.
But when running on the printer, we get an error message.
Translation:
An internal processing error has occurred. Please try again or manually check for firmware updates.
In the log, you will see the following. The Tests do not appear in the overview.
The log says succeeded, but the user gets that on the message that it failed.
Translation:
The first task says 'Redirected printer document from Remote Desktop'. Status = Succeeded
The second, third and fourth says 'Scan-to-email'. Status = Succeeded
This is then a detailed overview of 1 'so-called' successful scan-to-email.
Translation:
Reports > Job log
Status = Succeeded
Name of task: Scan-to-email
Username: Guest
Type: Scan-to-email
Sides: Single sided
Started: March 14, 2022 8:25:26
Complete: March 14, 2022 8:26:15
We have already done the following:
1. Firmware updates (up to date)
2. Manual firmware update. (not possible already up to date)
3. Change DNS to Google and others.
4. Tried other SMTP Servers.
5. Factory reset
We have the same printers in other locations that work without any problems. I can't do much with the current logging of the HP Printer. It looks like there's a connection being held up somewhere at the end of the process, but I can't find it.
