Scan to email functionality on HP printers not working

Question

At my work, we have several networked HP printers that employees use to scan documents to email via a document feeder. This morning when I arrived to work, a co-worker told me that he couldn't get the scan to email function to work on his printer.

I assumed it was going to be some one-off issue that would take 30 seconds for me to resolve, but it didn't turn out that way. We are using Google G Suite for our email provider. I setup an email account not attached to any particular end user across all printers, and that is the account I am using on the printer in question. In order to make everything work, I had to enable the "Allow less secure apps to use GMail" for this account.

When I try to scan a document from the document feeder to email, I get an error that just says "Server Error". When I log into the web interface for the printer in question, here are my email server settings

The printer has the ability to send a test job to an email address. Here is the result when I try to send a test via the web interface:

On my computer, I can send and receive email from the account that we use to authenticate each printer on my work email as well as on my personal Gmail account, so I know we have internet connectivity (also, the entire office would be stopping by to let me know the internet was down if that were the case).

I scanned the hostname for Gmail's SMTP server (smtp.gmail.com) and all of the correct ports are coming back as a result of my scan as expected

 #nmap smtp.gmail.com -Pn
Starting Nmap 7.80 ( https://nmap.org ) at 2020-08-13 18:04 UTC
Nmap scan report for smtp.gmail.com (74.125.142.109)
Host is up (0.032s latency).
Other addresses for smtp.gmail.com (not scanned): 2607:f8b0:400e:c08::6c
rDNS record for 74.125.142.109: ie-in-f109.1e100.net
Not shown: 995 filtered ports
PORT    STATE SERVICE
25/tcp  open  smtp
465/tcp open  smtps
587/tcp open  submission
993/tcp open  imaps
995/tcp open  pop3s

Nmap done: 1 IP address (1 host up) scanned in 6.18 seconds
[email protected] | /var/log/cisco
#

The printer is an HP LaserJet Pro MFP M428fdn (we have several of these) across the entire company and they are all exhibiting the same exact behavior. Any ideas? Do I have something misconfigured? Anyone else having issues with scan to email this morning?

Solution

Issue resolved!

What I did to get the scan to email functionality working again was I ended up changing the password for the service account we were using to authenticate to G Suite. I then had to log in to each scan to email printer and update the password and test each printer. All printers with scan to email functionality are working as expected again.

Here are the basic settings I used

smtp.gmail.com
Port 465
Login: full email account and domain
Require SSL

Comments

[Moab]

Is there a firewall at your work?