Scan Error - Username or password is incorrect. Make sure your user name and password is valid

[RZ74]

HP office jet Pro 9015e Error 

Will not scan due to Error 

Scan Error - Username or password is incorrect. Make sure your user name and password is valid

Never has come up until today.  Never knew I even had a username or password

[Sneha_01]

Hi @RZ74 

Welcome to HP Support Community.

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

It sounds like your HP OfficeJet Pro 9015e is prompting you for a username and password that you're not familiar with. This can sometimes happen if the printer is trying to access a service like HP Smart, HP Instant Ink, or a shared network resource and it can't authenticate properly.

Here are some steps to troubleshoot and resolve the issue:

1. Check HP Smart or HP Account Login

• If you’ve been using HP Smart (the app for managing your printer), it may require you to log in with an HP account.
• To check your login credentials:
  1. Open the HP Smart app (on your computer or mobile device).
  2. If you're prompted to log in, use the email and password associated with your HP account.
  3. If you don't have an HP account, you can create one by going to the HP Smart website or app.
  4. Once logged in, try scanning again.

If the printer is connected to an HP account, the scan functionality could be linked to this service. Ensure you're logged in with the correct credentials.

2. Recheck Printer's Wi-Fi Connection

• Sometimes, this error can be related to the printer losing its connection to the network, especially if it's a wireless printer. If the printer is unable to authenticate properly, it may ask for login details.
• Check the printer's network settings:
  1. On the printer’s control panel, go to Setup > Network > Wireless Setup.
  2. Confirm that the printer is connected to the correct Wi-Fi network.
  3. You may also want to print a network configuration page to verify the network connection.

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”.

Sneha_01

HP Support