Scan to network doesn't work using saved credentials

[geoffbernard_]

I'm really hoping the community can help me out here.

We have a HP Color LaserJet FlowMFP M681 and have been using scan to network folders for around 3 years on this device. All of a sudden, people could no longer scan to their network folders.

Windows 2016 Server file server:

I'm using an account on the network that has access to all user's "scan" folder. When each user is added to the quickset, we use the "verify access" option to make sure the login account (scanneraccount) has access to the user's scan folder. All is good there.

On MFP:

When a user selects scan to network then loads their quickset, the scan completes but job log shows it fails with an access denied error.

If I tell the quickset to prompt the user for credentials at the panel, they can login and everything works correctly. Image scans to the user's scan folder no issue.  If I change my quickset to use my network credentials, the "verify access" passes but the scan fails when loading the quickset. If I login at the panel using the same credentials, it works.

So here is my issue. If you scan using a Quickset, authentication fails. If you enter credentials at the panel (using the same domain\user & pass) as what's in the quickset, it fails.

I'm thinking there is an issue with the actual device saving passwords and not sending the credentials as configured correctly in the quickset to the scanner.

• I'm 100% sure the network account used for scanning is working.
• The printer was updated to the latest firmware & still have the same issue.
• I can change the quickset to multiple accounts (use my account and not the scanneraccount) with the same issue.
• HP came out to look at the issue (we have a service contract) but said they really only handle hardware.
• Users will rebel if I tell them all they have to login every time they want to scan 😣

I would greatly appreciate anyone that can provide some insight into what's going on here.

[geoffbernard_ · Accepted solution]

Spoiler

TL;DR - Disable your password manager while you are updating quicksets so the password manager doesn't replace the saved scan password with the admin login for the printer.

So most you are likely in IT and know you usually have to end up fixing your own issue. Vendors can't help (We're sorry buy we only work on hardware - not software even if we provide it), co-workers have no idea what the issue is, and forums aren't always what you hope they will be. Heck, I see people post issues on here where they haven't done any leg work and just want the answers spoon fed to them.

So here is how I fixed my issue:

I noticed after I entered the credentials & clicked to check access, the web interface would refresh every 5 seconds while the check ran. Once it's successful, you can click the OK button. Well I noticed the length of the text in the password field seems to have more characters than what I typed in.  If I went back into the quickset & tried to check access again, it would fail.

I disabled my password manager (Keeper) and entered the credentials again. This time they stuck & I could verify access without re-entering the password. Scanning is now working using the quickset. It appears the browser plugin for the password manager was replacing the scanuser password with the admin login for the printer.

As I beat my head against the wall for a few weeks trying to fix this, I hope this helps someone in the future.