I set up an app password and still cannot scan to email

[scottwalk]

Hello, my multi-function printer scanner app started giving me an invalid username/password error and I could not resolve the problem.  I found this post: 

https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Scan-to-email-will-not-work/td-p/9123619

I set up an Office 365 account with MFA and created an app password. 

I confirmed the new account is working by logging into O365 and exchanging email with another account.

I have configured this account as the outgoing email profile in the printer admin section for Scan to Email the same way as shown in the screenshot of this post.  

I am using smtp.office365.com with port 587, SSL/TLS, My smtp server requires auth, along with the username (full email alias) and app password.

I am still getting the error:

"Username or password is incorrect.  Ensure both user account and password are valid."

How can I get this working again?

[Raj_05 · Accepted solution]

Hi @scottwalk,

Welcome to HP Support Community.

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

To resolve the "Username or password is incorrect" error you're encountering while setting up Scan to Email on your HP Color LaserJet Pro MFP M283fdw, here are a few troubleshooting steps you can follow.

Double-check SMTP settings: Ensure that the SMTP server settings are correctly configured:

• SMTP server: smtp.office365.com
• Port: 587
• Encryption: TLS
• Authentication: Required
• Username: Your full Office 365 email address (e.g., username@domain.com)
• Password: The app password you generated in Office 365 (not your regular email password).

Test SMTP authentication:

• Try sending a test email from a different email client (like Outlook or Thunderbird) using the same SMTP settings to ensure that the app password is valid.
• If you encounter any issues there, it could indicate a problem with the app password or MFA settings.

Recheck app password:

• App passwords are specific to the user and may need to be re-generated if they were created some time ago.
• Log in to your Microsoft account, go to the Security section, and regenerate a new app password. Use this new app password in the printer's SMTP settings.

Ensure OAuth2 is not required:

• Some newer Office 365 configurations may require OAuth2 authentication for third-party apps (like your printer). This typically applies when using Office 365 with certain security settings enabled.
• If OAuth2 is required, your printer may not support it natively, and you would need to check for firmware updates or use an alternative scanning method (e.g., scanning to a local email client and then forwarding).

Check network restrictions:

• Some network environments block outgoing SMTP traffic. Ensure that your printer is not being blocked by a firewall or network settings from reaching smtp.office365.com.
• You can verify this by testing the printer in a different network environment (such as connecting to a mobile hotspot).

Update printer firmware:

• Ensure that your printer has the latest firmware version, as updates may address known issues with email scanning.
• You can check for updates through the HP Web Admin interface or via the HP Support Assistant.

Reconfigure Scan to Email:

• If the above steps don't resolve the issue, try removing the email configuration in the printer and setting it up again from scratch, ensuring that all credentials and settings are correctly entered.

If these steps still don't work, it may be helpful to check any error logs or messages in the printer's web interface for more detailed troubleshooting.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support