Scan Error Message

[Karen3224]

Trying to scan to another computer. Getting an error message that reads "Username or password is incorrect. Make sure both user account and passwords are valid.

[Raj2111 · Accepted solution]

Hi @Karen3224 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here's how you can troubleshoot and resolve the issue with your HP OfficeJet Pro 9015e All-in-One Printer.

Steps to Resolve the "Username or Password Incorrect" Error

1. Verify Network Folder Setup on the Target Computer

• Ensure the Folder is Shared: Make sure the folder you want to scan to is properly shared on the computer. On the target computer (the one where you are scanning to), verify that the folder is accessible over the network.
  • Windows: Right-click the folder → Properties → Sharing tab → Share. Ensure it’s shared with the correct permissions.
  • macOS: Go to System Preferences → Sharing → Enable File Sharing and make sure the folder is listed in the shared folders section.
• Permissions: The user account on the target computer must have read/write permissions for the shared folder. You can usually set this by clicking on Advanced Sharing or Permissions on Windows.

2. Confirm the User Account and Password

• Ensure you are using the correct username and password for the computer that the printer is scanning to. The username and password you enter on the printer should be for a user account on the target computer that has permission to access the shared folder.
• If the computer is using a local account, use the local username and password. If it's a Microsoft account, use the email address (full address) and password associated with the Microsoft account.

3. Reconfigure Scan to Network Folder Settings on the Printer

• Access Printer Settings: On your HP OfficeJet Pro 9015e printer, go to the Control Panel and select Scan > Scan to Network Folder or Scan to Computer depending on your setup.
• Delete and Re-enter the Network Folder Settings: If the folder is already listed, delete it and reconfigure it by entering the correct username, password, and the network path (i.e., \\ComputerName\SharedFolder). Make sure to include the correct domain (if applicable), especially if your computer is part of a domain network.
• Test Connection: After entering the username and password, use the Test Connection option to verify that the printer can successfully access the shared folder.

4. Check Network Configuration

• Network Discovery: Make sure Network Discovery is enabled on the computer you are scanning to.
  • Windows: Go to Control Panel → Network and Sharing Center → Change advanced sharing settings → Make sure Turn on network discovery and Turn on file and printer sharing are selected.
  • macOS: Network discovery is typically handled by File Sharing, so ensure it’s turned on in System Preferences → Sharing.

5. Check for Firewalls or Security Software

• Disable Temporary Firewalls: Sometimes, firewalls on the target computer can block the printer from accessing the shared folder. Temporarily disable any firewall or security software on the computer to test if that’s the issue.
• Allow Network Traffic for the Printer: If you prefer not to disable your firewall entirely, add an exception for your printer’s IP address or the network folder in the firewall settings.

6. Update Firmware and Software

• Printer Firmware: Make sure your printer's firmware is up to date. Sometimes, bugs related to scanning and network connectivity can be fixed with a firmware update.
  • Visit the HP Support Website and search for your printer model (HP OfficeJet Pro 9015e) to check for firmware updates.
• Printer Software: Ensure that the software installed on the computer you're scanning from is up to date, particularly if you are using the HP Smart app or HP Scan software.

7. Verify Windows Credentials (for Windows users)

• Go to Control Panel → User Accounts → Credential Manager.
• Under Windows Credentials, ensure there are no stored credentials for the target computer that might conflict with the new username and password you're entering on the printer.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @Karen3224 

Welcome to the HP support community.
 

Please follow the steps from my previous post 

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support