HP PageWide Pro 477dw - Scan to Network help

[ollyyllo]

I am having issues with a HP PageWide Pro 477dw MFP when trying to use the 'Scan to Network' feature. Looking for some troubleshooting advice as I am stumped, or hopefully someone else who can replicated the problem.

 

The issue...

The printer has the most recent firmware version 1908C from 11th April 2019

I have set up Scan to Network as per the firmware readme

e.g. Network Location Using Fully Qualified Domain Name: \\machinename.domain.yourcorpname.net\scantonetworkfoldername\

Username including Domain Name: DOMAIN\username

 

This is all fine and I can scan to the network folder, but...

After seemingly a random amount of time I start getting 'Unable to connect to network, check the network, and then try again' and it doesn't scan the document. If I scan the page again without doing anything else it will scan and send the document to the file share.

 

This is not so bad as you can scan the document but sometimes it does this every other scan and is very frustrating. But the bigger issue is that eventually it will stop scanning altogether, the control panel freezes and printing then also stops working. There is no way to turn the printer off, the power button doesn't do anything, it says shutting down but never does, I have to turn it off at the plug. Once it boots up again it will work as normal then eventually start misbehaving.

 

HP have sent a replacement printer but it has the same issue.

 

HP are suggesting it is a problem with the network or setup, I don't know what it could be though, all the other photocopiers scan fine using the same credentials, and if it was a problem with the network why would that cause the printer to become unresponsive?

 

The one thing I have noticed is I can always force the connection error to appear after the printer has woken up from standby mode.

I did set the standby mode to 'Never', at first that seemed to alleviate the problem, but it has now started to play up again.

 

Has anyone else experienced this problem? if you have this model and run this firmware version I would be very grateful if you are able to replicate the problem!

 

HP have asked me to change the IP address and use dynamic rather than static, it has made no difference.

What else can I check?

 

Thanks

Edited June 5, 2019 by ollyyllo