HP PRO 9019 scan error

[Eli3000]

Our HP Pro 9019 suddenly stopped scanning to emails. The error states "Username or Password is incorrect. Make sure both user account and password are valid." (See photo attached)

I have tried to reset the printer but it asks for an admin password we do not have or remember.

[Nal_NR]

Hi @Eli3000,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand how frustrating it can be when a key feature like scanning to email suddenly stops working, especially when you're locked out of the admin settings. Let's work through this together.

1. Has the email account used for the scan-to-email feature recently had its password or security settings changed?
2. Was the admin password for the printer set by you or another administrator, and have any default credentials been tried?
3. Do you have access to the Embedded Web Server (EWS) to verify or update email server settings?

Let's try these steps.

Verify Email Credentials:

• Ensure the username and password for the email account being used by the printer are correct.
• Check if the email service requires updated security settings, such as enabling less secure apps or generating an app-specific password (e.g., for Gmail or Outlook).

Access the Embedded Web Server (EWS):

• Locate the printer's IP address from the control panel or a printed network configuration page.
• Enter the IP address in a web browser to access the EWS.
• If prompted for a password and you do not know it, proceed to step 3.

Reset the Admin Password:

• For many HP printers, a factory reset may be required if the admin password is forgotten. To reset:
  • Turn off the printer, disconnect power, and wait for 30 seconds.
  • Reconnect the power while holding the Reset or Cancel button (varies by model).
• If these steps don’t reset the admin password, contact HP Support to generate a Reset Code for your specific printer.

Update or Reconfigure Email Settings:

• In the EWS or on the printer control panel, navigate to Scan to Email Setup.
• Update the outgoing email server (SMTP) settings, ensuring they match your email provider’s requirements.
• Re-enter the email account username and password.

Test the Functionality:

• Once the settings are updated, send a test email from the printer.
• Monitor for any error messages and confirm successful delivery.

If these steps don’t resolve the issue, let's perform a semi-full reset to restore the printer back to its original settings.

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.