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Roederventures
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Scan to email or print from phone.

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HP Office Jet PRo 8720
Microsoft Windows 10 (64-bit)

I can scan from the computer but not print from a phone or load docs in the printer and scant to email from the printer.  Username/PW error comes up.

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asmita6658
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Hi @Roederventures

 

Welcome to the HP Support Community. I'd be happy to assist you with the Scan to Email. 

 

To better assist you -

 

1.) Are you using an iPhone or Android? 

2.) Please send us a picture of the screen asking you to enter the Username and Password. 

 

Let me know.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
I am an HP Employee

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Roederventures
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The 2 error messages I get are "Username or password is incorrect. Make sure both user account and password are valid."  The other is a Genral error.

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asmita6658
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@Roederventures

 

Can you please post a picture? 

Asmita
I am an HP Employee

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Roederventures
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20200727_074022.jpg

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asmita6658
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Thanks for replying @Roederventures

 

To better assist you - 

 

1.) Who is the Email provider?
2.) Is your Email account configured in the mail account?
3.) Is your printer connected to the Web-Services?
4.) Are you able to login via web mail? Make sure you don’t use auto-filled password in web browser.
5.) Is there a 2-factor authentication setup?
6.) Did you recently change the password? 

 

Also, try to re-configure the scan to email. Refer to page#13 from the Service Guide

Asmita
I am an HP Employee

Roederventures
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Email is my a gmail address.

Yes on the configuration.

What is the web services?  It has always worked until our recent move.  Just hooked up to new wifi would be the only change?

How do I... "  Are you able to login via web mail? Make sure you don’t use auto-filled password in web browser.?"

Sorry, do not understand  Is there a 2-factor authentication setup?

How do I check the password or change it on the printer itself?

 

I will try the page 13 scan to email for sure.  


Thanks for your patience!  THese things get frustrating and I appreciate your understanding and support!

 

asmita6658
HP Support Agent
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@Roederventures

 

Try those steps at your convenience. 

 

Is your printer connected to the new network?

Asmita
I am an HP Employee

Roederventures
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I have started Step 1 in p. 13 and it does not match anything in HP Ssart.  Is that where I am supposed to do this?  

Do I have the correct software downloaded?  Can you send me a link if needed?

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asmita6658
HP Support Agent
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@Roederventures

 

Please try these steps -

 

Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues. 

 

If the issue still persists, try re-installing the printer driver -

 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open the run command with the "Windows key + R" key combo. 

7. Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”).

8. Click on the "Drivers" tab.

9. Look for HP Printer driver. If you see it Click on it and click “Remove” at the bottom.

10. Select Ok.

11. Select Apply and Ok on the Print Server Properties windows.

12. Close Devices and Printers Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here for Windows 10 (64-bit).

15. Click on the downloaded file and follow the on-screen instructions. 

Asmita
I am an HP Employee

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