Credenciales incorrectas. Compruebe el nombre de usuario/contraseña y vuelva a intentar.

[Osvaldo_Veas]

Since 1 month ago the printer's scan to email function stopped working. Trying to reconfigure and it shows "Incorrect credentials. Please check username/password and try again." It does not accept hotmail or gmail email accounts.

What can I do?

[A_Gayathri]

Hi @Osvaldo_Veas ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are getting the "Incorrect credentials" error when using the scan-to-email function on the HP OfficeJet Pro 9020 typically happens when there's an issue with the email provider's authentication settings or the security protocols needed for the connection. Many providers, including Gmail and Hotmail, now require additional security steps due to updates in their security policies. Here are some steps to troubleshoot and resolve this issue:
 

1. Enable App-Specific Passwords

• For Gmail: Enable 2-Step Verification for your Gmail account and create an App Password for the printer. Use this app password instead of your usual email password in the printer's email setup.
  • Go to Google Account Settings, enable 2-Step Verification, and create an App Password for the printer.
• For Hotmail/Outlook: If you’re using an Outlook or Hotmail account, enable Two-Step Verification as well and create an App Password for the printer in Microsoft Account Security.

2. Adjust Security Settings

• Some email services block "less secure apps" from connecting. To allow your printer to connect:
  • In Gmail: Go to Google Account Security and enable "Allow less secure apps" (if the option is available).
  • In Hotmail/Outlook: Microsoft automatically disables less secure apps, so an App Password is typically required if Two-Step Verification is enabled.

3. Double-Check SMTP Server and Port Settings

• For Gmail:
  • SMTP Server: smtp.gmail.com
  • Port: 587 (TLS) or 465 (SSL)
• For Hotmail/Outlook:
  • SMTP Server: smtp.office365.com
  • Port: 587 (TLS) or 465 (SSL)

Ensure that the printer’s scan-to-email configuration matches these settings, including the use of TLS or SSL if required.

4. Update Printer Firmware Update the firmware on an HP printer

• Sometimes, firmware updates resolve compatibility issues with email servers. Check for any available firmware updates for your HP OfficeJet Pro 9020 and install them.

5. Try an Alternative Email Service

• If possible, set up a dedicated email account (such as an ISP-provided email) for your scan-to-email function, as Gmail and Outlook accounts often have stricter security settings that may interfere with printer functions.

Refer to this document:  HP OfficeJet Pro 9020 All-in-One Printer series User manual

I hope this helps. 

Take care and have a good day.

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