Scan to email

[HRL82]

I used to be able to scan to email to my work email account last used 2 weeks ago.

Recently changed my Microsoft password on my work account and now when i try to scan to email, it states "user name or password is incorrect" and "ensure both user account and password are valid"

Its probably as simple as entering the new password somewhere but not sure where

[HRL82]

Just to add to my notes, I'm sending the printer scan from my hotmail account. I've just reset the password on this account now and then gone into the HP Smart app on my laptop and under advanced settings for scan to email, i have reset my hotmail password but when i test this it comes up with the same error message on the Smart app as it does on the printer.

Any help resolving this would be aprreciated

[Raj2111]

Hi @HRL82 

Welcome to the HP Support Community.

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

I see that you are facing an issue with your HP product.

To understand the issue and help you, please share the details listed below:

Note: Do not share any of your personal information such as serial number, phone number, email ID, etc., on your public post.

- Exact model number/product number(SKU number) of your HP Product (Click here for information on how to find the model number/product number).

- Error messages (if any) on the unit.

- When was the last time it was working fine?

- Were there any changes made to your PC recently?

Could you please elaborate in detail?

Take care and have a great day ahead! 

Raj,

HP Support

[HRL82]

Hi Raj

Thanks for reaching out.

Here are some further details:

Printer model/product number:  HP Color Laserjet MFP M281fdw / T6B82A

Scan to email last working: A few weeks ago, early to mid August 2024

Any changes made to PC: Just usual Microsoft updates

Details of issue:

My outgoing email address for the scan to email function on the printer ends in "@hotmail.co.uk". It was set up a few years ago and has been working fine.  Recently, as per my post, the scan to email function tries to connect to "smpt-mail.outlook.com" and then comes up with the following message "Username or password is incorrect,. Ensure both user account and password are valid".

The actions taken so far:

1. Changed password on hotmail account and entered new password  on HP Smart app in the Scan to E-mail set-up for outgoing e-mail profile. 

- The message still persisted on the printer and the same message when i "Test" this outgoing email profile on the HP Smart app.

2. On the Scan to Email set-up, i deleted my Hotmail outgoing email profile and then set it up from scratch with my new password.

- The message still persisted on the printer and the same message when i "Test" the re-entered outgoing email profile on the HP Smart app.

Please let me know if any further detail is needed.

Look forward to your response.

Thanks

Please let me know if any additional detail is needed

[HRL82]

@Raj2111

Please see the extra details of the issue requested.

Not sure why you sent an email about closing this case as I still need assistance and have provided the requested information.

Thanks

[Raj2111]

Hi @HRL82,

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.

Please find the informatino below.

When adding your email account to the scan to email feature on the printer control panel, the email server blocks access to your email account and one of the following error messages might display:

Gmail requires an additional security step. Please check your email security settings online.

The email or password that was entered is not working. Please try again.

The SMTP server uses an authentication method that is not supported. Try a different server.

Authentication failure SMTP: SMTP server does not support authentication.

Cannot resolve the SMTP server. Check the SMTP and DNS server settings with your system administrator or Internet Service Provider.

Some email account service providers, such as Google or Yahoo, block access by third-party apps for security reasons. To allow the scan to email feature access to your email account, go to your email account service provider for detailed steps.

note:

If you turned on two-step authentication, you must create an application password for the scan to email feature to access to your email account. See your email account provider for more information.

Other email accounts Like Hotmail : From a trusted device, sign in to your email account. Go to your account settings, search for authentication, SMTP, or security, and then follow the on-screen instructions to set-up access for the scan to email feature.

To enable SMTP authentication for Hotmail, you can do the following:

1. Log in to your Outlook or Hotmail account
2. Go to App > Settings > Email
3. Select Enable Custom SMTP
4. Enter your Hotmail SMTP information

The information you'll need to enter includes:

• SMTP server name: smtp.live.com
• SMTP user name: Your Hotmail account
• SMTP password: Your Hotmail password
• SMTP port: 25 or 465

Check this link as well:

How To Fix Print and Scan Problems Using HP Print and Scan Doctor

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