HP Color LaserJet Pro MFP M479fdw - Scan-To-Email Test succeed, but actually performing gives error

[AHAutomation]

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.

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.

This is then a detailed overview of 1 'so-called' successful scan-to-email.

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.

 

[VA1DER]

Scan to email is difficult to configure nowadays because of the restrictions on SMTP. What SMTP servers are you trying to use?

 

[AHAutomation]

Thanks for your response! We use the Office SMTP.
It doesn't work with our own SMTP server either, but we are also phasing it out and putting everything on Office.