HP LaserJet Pro MFP M428dw

[Musheghh]

Hi,

I was having an issue with the following problem and I need your help. I have a printer HP LaserJet Pro MFP M428dw which has a scan to email functionality. When I want to use that "scan to email" functionality using any email (for example, hotmail, gmail, etc.) I fill in the credentials required for that, i.e. login password, email, port number, etc. and it was working recently. But for the last days, an error message occurs saying "Incorrect credentials. Check your username/password and try again."

What steps can be done to solve this problem?

Thank you in advance,

Mushegh.

[Sneha_01]

Hi @Musheghh 

Welcome to HP Support Community.

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

It sounds frustrating to encounter that issue with your HP LaserJet Pro MFP M428dw. Here are some steps you can take to troubleshoot the "Incorrect credentials" error for the scan to email functionality:

Check Email Credentials:

• Double-check your email address and password for any typos. Ensure that you're using the correct login details.

App Passwords:

• If you’re using Gmail, Hotmail, or another email provider that offers two-factor authentication (2FA), you may need to create an app-specific password for your printer. This password is different from your usual email password.

SMTP Server Settings:

• Verify that you’re using the correct SMTP server and port settings:
  • Gmail:
    • SMTP Server: smtp.gmail.com
    • Port: 587 (TLS) or 465 (SSL)
  • Outlook/Hotmail:
    • SMTP Server: smtp-mail.outlook.com
    • Port: 587 (TLS)

Less Secure Apps:

• If you’re using Gmail, make sure that "Allow less secure apps" is enabled in your Google account settings (if applicable).

Firewall/Antivirus Settings:

• Check if any firewall or antivirus software is blocking the printer from accessing the internet.

Printer Firmware Update:

• Ensure that your printer’s firmware is up to date. You can check the HP support website for the latest firmware updates.

Reset Network Settings:

• If the issue persists, try resetting the network settings on the printer and reconfigure the email settings.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[Musheghh]

Apparently, I have done everything mentioned by you, but still it doesn't work. What other options could you suggest?

[Sneha_01]

Hi @Musheghh 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

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

Rachel571 

HP Support