Scan to email stopped working.

[LAHunt]

Scan to email is not working. Has been working for several years and now when I try to scan to email it states: "Username or password is incorrect. Ensure both user account and password are valid." I have confirmed my username and password are correct. I have deleted and re-entered and even tried a different **bleep** account and it states the same thing. 

[rheannan]

I have the same problem with my HP OfficeJet 9020 series. i returned home from holidays 3 days ago to all of a sudden my printer not scanning to email, i've tried resetting to factory settings and when I try to scan to email it states: "Username or password is incorrect, even though  credentials are correct.  I've tried different email accounts too.

[LAHunt]

Hi Rheannan,

It is so frustrating as we aren't the only ones. I hope someone from HP will address our concerns with a solution!

[Sneha_01]

Hi @LAHunt,

Welcome to HP Support Community.

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

It sounds like you're dealing with a frustrating issue with the scan to email feature. Here are some troubleshooting steps you can take to resolve this:

1. Verify Email Settings

• Double-check the SMTP settings for your email provider. Ensure that the server address, port number, and encryption method (SSL/TLS) are correctly configured.

2. Update Email Credentials

• Even if you’ve confirmed your username and password, try entering them again. Sometimes, a simple typo or a copy-paste error can cause issues.

3. Check for Account Security Settings

• If you're using a Gmail, Yahoo, or similar account, check if there are any security settings that might be preventing the connection. For example:
  • Gmail: You may need to allow "Less secure apps" or enable "App passwords" if you have 2-Step Verification enabled.
  • Yahoo: Similar settings may apply, and you might need to create an app password.

4. Test Email Credentials

• Try logging into your email account from a web browser to confirm that your credentials are still valid.

5. Update Printer Firmware

• Ensure your printer's firmware is up to date. An outdated firmware version may cause compatibility issues with email servers.

6. Reset Email Configuration

• Delete the existing email configuration on your printer and re-enter it completely. Sometimes a reset can clear up lingering issues.

7. Network Configuration

• Ensure the printer is connected to the network correctly. A weak or unstable connection can cause email sending issues.

8. Check Firewall/Security Settings

• If your printer is on a network with strict firewall settings, it may be blocking outgoing connections to your email provider. Check your firewall settings to ensure that SMTP traffic is allowed.

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

[rheannan]

This was not helpful. How does it just stop working? I've reset passwords, rest the factory settings, started again and still have the same issue.... "credentials are incorrect"- but they aren't! 1 week in and my scanner is still not working. Running a business from home is hard when i can't scan documents. Please help