Error when scanning to email - Username or password is incorrect.

[Amma2]

When trying to scan a document to email, which I have successfully done many times, there is suddenly an error message that says, "Username or password is incorrect. Make sure both user account and password ard valid."   At this point I had made no changes in my username or password; however,  I then decided to change my password, hoping that would fix the problem, but it didn't.  I have rebooted  my pc, disconnected and reconnected my router, and printer.  I am printing (wireless connection) to my pc with no problem.  I will appreciate help with this problem. Thank you.

[Amma2]

I have additional information: I just ran the Hp Print & Scan Doctor, which said it is connected properly and working. However, when I did a test scan to email, it gave this message: "The HP scan application cannot find an email application installed on the computer. Please ensure your email application is installed and properly configured. Note: Internet-based email accounts are not supported." I have a gmail account that is working properly.  From Amma2 

[Jeet_singh]

Hi @Amma2,

Thanks for engaging in the HP Forums! I see by your post that you are having issues while setting up scan to email feature on your OfficeJet Printer. I will certainly do my best to help you.

I would suggest you try and setup a Scan to E-mail account using the printer EWS page. Try the steps below:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• From the EWS, click the Scan tab.
• Click Scan to Email Setup.
• Click Outgoing Email Profile, click New, and then enter the email address you intend to use with this profile.
• Enter a display name that will appear on the printer's control panel to identify this email profile.
• Enter or confirm the correct SMTP server and SMTP port information.
• If you typically have to enter a username and password to log into your email account, you will want to enter this information into the email authentication fields, and then click Next.
• Enter a security PIN to restrict access to this email profile, if desired.
• Set the size for email files and specify Auto CC, if desired.
• Click Save or Save and test to complete the profile.

Please let me know if this answers your query, or if you require further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Amma2]

Thank you for your response. I am having a problem with the certificate, as my computer will not allow me access, even though I tell it to ignore and proceed anyway. I have temporarily disabled my ESET Antivirus protection program, and have tried on both Google Chrome and Explorer. Do you have any suggestions how I can get past this issue? Thank you. - Amma2

[Jeet_singh]

Hi @Amma2,

Thank you for replying,

As I understand you have followed the steps suggested and still having the issue, I would suggest this could be an issue with the computer, have you checked if it's showing the correct date and time.

For more assistance, please try the steps suggested in the support document - Here's the link.

If The issue persists, try creating a new user account:

It looks like an operating system issue with the machine. TRy to create a new local user and then try to install the printer. Follow the steps here to create a local account on your PC: Create a local user or administrator account in Windows       

Let me know how it goes for further assistance!

Regards,

[Amma2]

Sorry to be so late in responding; my eSet virus protection would not let me access your EWS page. I finally deleted the program and was able to access it. Although somewhat different, I was able to verify the information as you instructed. I elected to change my gmail password, and pressed the Apply button.

However, there is now a certificate issue. This is the message: The printer is unable to validate the server's security certificate because the certificate is either self-signed or has been issued by an unknown authority. To enable the printer to validate the certificate, import trusted CA (Certificate Authority) certificates into computer. To import the certificate, go to the Certificates page and follow the onscreen instructions. 

Unfortunately, the instructions require knowledge I do not have, so I'm hoping you will be willing to walk me through this issue.  Thanking you in advance...Amma2

[Jeet_singh]

Hi @Amma2,

I'm glad to hear you found the steps helpful, however, having issues with the certificate error. Don't worry I'll do my best to help you with this.

If you are using Google chrome, please try the steps as suggested in the support document : Click here (The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond by support boundaries, please ignore the ads and take only the free suggestions)

If you are using Internet explorer, please try the steps from the support document: Click here  (The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond by support boundaries, please ignore the ads and take only the free suggestions)

If you find the steps suggested are too complicated, I would personally suggest you contact our HP phone support for further assistance. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Amma2]

I was able to follow your instructions to the HP EWS scan to email settings; and I think the certificate issue is resolved. However, my printer will still not scan to email. There is now an error message "General Error".  I cannot find any information as to what this means. 

When reading some forums, I see that a recent windows update has caused this scan to email problem, as others are asking for help. I found this statement:

Please note that a local email client software such as Microsoft Outlook, Live Mail, or Mozilla Thunderbird must be installed on the computer and connected to an email service provider to scan to email.

If you use web-based emails such as Gmail, Yahoo Mail, or Hotmail, the account must be configured with the local email client to use this feature.

Is this true? If so, can you give me instructions?

Thanking you again for your help. - Amma2

[Jeet_singh]

Hi @Amma2,

As I understand you are having issues with the scan to email not working on your HP OfficeJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

I see that you are having issues while trying to use scan to email. Please note that a local email client software such as Microsoft Outlook, Live Mail, or Mozilla Thunderbird must be installed on the computer and connected to an email service provider to scan to email.

If you use web-based emails such as Gmail, Yahoo Mail, or Hotmail, the account must be configured with the local email client to use this feature.

If you are using the email client and still face issues, then reinstall the printer drivers and try again. Here are the steps:
 

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this link: http://ftp.hp.com/pub/softlib/software13/printers/OJ871/OJ8710_Full_WebPack_40.11.1148.exe to download and install the printer software.

Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Restart the PC and then try to use the scan to email feature.

If you are using a web-based email such as Gmail, then you need to scan the file to the Pc and then attach it manually to the email.

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[susieQew]

I'm not following how the information about web based emails is valid, as yesterday I was able scan to email (gmail) (and every Monday for over a year), and today it tells me the username and password are incorrect.  I have logged out of my gmail account on my laptop and removed it entirely from my phone.  I am able to setup the one on my phone and log into both with the password that I have been using for several months. I have gone to my web printer option and tried to re-setup the scan to email profile and it tells me wrong usrname or password as well.  I am so frustrated.