Remove Previous Owner’s email account from ( Scan-To-Email ) Shortcut On Printer's Menu Panel

[jackco]

Can someone please help me to remove previous owner’s ( scan-to-email ) shortcut from my printer's panel.

I have an HP Officejet Pro 9135e. It was passed down the line to me from someone else who I cannot contact. I was able to do a “Full Factory Reset”. I was able to set it up and get it linked to my HP Instant Ink account. And all the functions are working as expected except one thing. There is one little problem that "irks" me. Whenever, I access the (scan-to-email) shortcut menu from the printer's panel, it populates with a previous owner's email account. I can not contact this person and I am not able to delete this information.  The previous owner’s (scan-to-email) shortcut doesn't show up in either my Embedded Web Server (EWS) or my HP Smart app. I thought that this would be something that I could ignore, but it can't be ignored because it affects my own (scan-to-email) shortcut. Each time that I try to use my (scan-to-email) shortcut, it defaults to and pre-populates the "From" field with the previous owner's information. Even if I setup a new (scan-to-email) shortcut, it still defaults to the previous owner. I don't won't my (scan-to-email) showing that it's originating from someone other than me. It won't allow me to edit/delete the previous owner's from the screen. Instead, whenever I attempt to edit/delete it, I get a prompt on the screen that states

>>"To edit, add, or remove Shortcuts from your account, go to the shortcuts tile in the HP Smart app on your mobile device or computer".<<

However, when I go to the Shortcuts in the HP Smart app, the shortcut that is linked to the previous owner is not there. Therefore, I can’t edit/delete it.

This is what I've done so far. I have performed a “Full Factory Reset” and I have “Re-initialized” the printer. When I check my HP Instant Ink account, the previous owner is not showing. It only appears when I attempt to scan-to-email from the printer’s shortcut panel. I was wondering if you can help me with this...something to stop my (scan-to-email) shortcut from defaulting to the previous owner's email address. Any help will be greatly appreciated. Thanks

[Pallipurath]

Hi @jackco,

Welcome to the HP Support Community.

Thank you for posting your query.

It's great to hear that you've successfully performed a full factory reset and set up your HP OfficeJet Pro 9135e. I am sorry to hear that you are still seeing the previous owner’s scan-to-email shortcut even after a factory reset, I would request you to please follow the steps:

Open the Printer’s EWS

• On your PC, open a web browser.
• Type the printer’s IP address into the address bar and press Enter.

Update Email Server Settings

• Go to General → Email Servers.
• Remove or correct the previously configured email server details.

Update Scan to Email Settings

• Navigate to Scan → Scan to Email.
• Correct or update the email configuration as needed.

Update Quick Sets for Email

• In the EWS, go to Quick Sets.
• Select one of the options: Add / Edit / Copy / Delete Quick Set Profile.
• Correct or update the Quick Set profile for email.

Note: The custom Quick Set name may vary and may or may not include the word “email.”

Save Changes

• Apply and save all updates.
• Test by sending a scan to email to confirm the configuration works.

Hope this helps, Please revert if the issue persists.

Take care and have an amazing day!

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Regards

Pallipurath.