Cannot Scan to Email with new HP 8625 All in One

[Saucec]

I've tried a few times now scanning to email.  I never had problems on my old HP printer, and cannot seem to this up on my new 8625.

I've follwed the instructions on going to the HP utility and setting up the scan features (outging email proifiles, address book and options), but when I try to test my outgoing email profile, I continually get an "incorrect credentials. Check your username/password and try again".  I've done this as well and my username and passwords from what I can see are correct for this email address.

When I try to scan from my printer, I am getting the same error "username/password are incorrect".

Any ideas what I can do to correct this problem so I can scan from my printer directly to my email (which I do all the time)?

Thank you.

[X-23]

Hello @Saucec,

Welcome to the HP Support Forums!

I would like to assist you today with resolving the Scan to Email setup issues that you're experiencing with your HP Officejet Pro 8625 e-All-in-One Printer. Now, generally, if the error is that there are "incorrect credentials. Check your username/password and try again" than something has been entered incorrectly within the setup and the Email profile is blocking the printer from access. I cannot do too much when it comes to the credentials as this is your information. However, one thing I would suggest is to open up an internet browser tab and go to your Email. On the Email login screen make sure that it is not remembering your credentials so we have a clean slate to work with. Next, please type your Email login and password manually and try to login to your Email. If your account gives you an error indicating that something has been entered incorrectly than you know that your login information that you had been entering in the printer setup is wrong. If you are able to login fine, than we prove with 100% certainty that the Email credentials that you have been entering are correct.

Once we verify if your credentials are actually correct, than we need to focus on the email SMTP Port and SMTP Server information. If this information is entered incorrectly it can cause communication issues as well. Before I am able to provide you with the correct SMTP information I will need to know what Email you're using (Hotmail, Gmail, Yahoo, etc)?

Lastly, if all information is being entered exactly as it should be, the final step to try would be to set up Scan to Email with a completely different Email account, preferably through a different Email client. If you were using Gmail before, we would want to try an Email account other than Gmail for testing purposes. If the Scan to Email setup works fine with a different Email client than there is something, such as security, within Gmail that is blocking this setup.

Please respond to this post with the result of manually logging into your Email and confirming your credentials. Also, please include the Email client that you are trying to configure the printer with. I look forward to hearing from you! 🙂

[Saucec]

Hello and thank you for the response.

I have verified that my email username/password are correct.   I even changed my password in my email to ensure I was entering the correct password in both areas.

I am using gmail as my email account.

I look foward to your reply.

Thank you,

Cindy

[Saucec]

Also..I have an outlook account and when the gmail account was not working, I tried to switch using the outlook account and while I dont believe it gave me the same username/password issue, it gave me a different error "network issue" or somethig like that.

I can again try this and provide you the error I receive with this outlook account when using it.

Thank you again,

Cindy

[X-23]

Hey @Saucec,

Thanks for getting back to me regarding this issue. Because both Gmail and Outlook are failing the Scan to Email setup I am going to have you start by ensuring that the programming Firmware Version is the latest for your printer. The programming Firmware Version is essentially the 'brains' of your printer. It controls what the printer does and how the printer does it. If there is an issue within the programming version your printer is currently running it can cause performance issues within your printer. To update the Firmware please follow the steps below.

Step 1: Check for Firmware Updates:

1. On the printer control panel, touch the ePrint icon (). The Web Services Summary menu displays.
2. If Web Services are not currently set up on your printer, touch Setup. A message displays to accept the terms of use and enable Web Services
3. Touch Yes to accept the terms of use and enable Web Services. The Auto Printer Update menu displays.
4. Touch Yes to allow the printer to check for updates automatically, and then touch OK.
5. Touch the Settings icon (), touch Printer Update, and then touch Check for Update Now. The printer searches for updates.
6. If the printer does not find an update, touch the Home icon () to return to the main menu.
7. If the printer does find an update, follow the on-screen instructions.

- Source

Once the Firmware has been successfully updated, please try to run the Scan to Email setup again. Should the credentials error persist, please proceed to the next step.

Step 2: Check SMTP Server Settings:

When you run the Scan to Email setup, please make sure you have the following SMTP Server information for you Gmail Account.

• SMTP Server: smtp.gmail.com

• SMTP Port: 465

• If Port 465 fails, you could try 587.

- Source

Under Step 2 of the Scan to Email Setup you may also want to check the box for 'Always use secure connection (SSL/TLS).  If this setting is already checked, try unchecking the box.

Please let me know if these steps resolve your Scan to Email Setup issue. Good luck! 🙂

[Saucec]

Hello,

I checked to see if all updates had been installed on my pinter and they have.

Also tried Step 2 and changed the port and removed the SSL settings, and still get the same error with regard to username/credentials.

Anything else I can try?

[Saucec]

Hello,

After this  latest attempt, I received an email from Google noting the following: "Google may block sign in attempts from some apps or devices that do not use modern security standards. Since these apps and devices are easier to break into, blocking them helps keep your account safer."

After I made some changes recommeded by Google for my security settings (less secure standards), it appears to work now.

Are you following up to date security standards?  Just a question as I would like to know and will follow up with Google as well as to what they are using.

Thank you

[X-23]

Hello @Saucec,

I'm very happy to hear that since adjusting some settings under your Gmail account you are now able to Scan to Email. 🙂

The HP Officejet uses SSL/TLS for its security. It also uses the emails SMTP Port and SMTP Server information to gain access to the Email program. For more information on SSL and TLS please click here. Ultimately, we just enter the Emails security info within the Scan to Email setup, ensure that the login credentials, and SMTP Server information is correct. If the Email security settings are configured correctly the Email application should 'allow' the printer access.

I have noticed some connectivity conflicts specifically with Gmail. Do you mind telling me some of the things you adjusted under your Email account to allow the printer access so I can suggest those changes to future customers that may have this issue?

Have a nice day! 🙂

[Kmann1]

Ahhh, Google blocks unknown network/ hardware devices, would be a helpful hint to add to user setup  dialog. Thank you

[AlexW1]

I was having the same trouble with setting up my outlook.com email on my printer.

I finally decided to try changing the password on my outlook.com account and that did the trick.

I also made the password a little shorter (12 chars).

Then I went back to the printer admin panel and tried with the new password and it worked fine.

I hope this helps someone.