Scanner problem user and password incorrect

[Mari4115]

My scanner was working fine until a few months ago, now it says user /password incorrect. I reset it and it’s still not working.

anyone know how I can fix this? Email is msn

[VikramTheGreat]

Hi @Mari4115,

Welcome to the HP Support Community.
 

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

This issue usually happens when the Scan-to-Email feature on HP printers loses authentication with your email provider (MSN/Outlook) due to password changes, security updates, or email provider policy changes.
 

Here’s how to fix it:

Steps to Resolve “User/Password Incorrect” for Scan to Email

1. Verify Email Credentials

• Make sure your MSN/Outlook email and password are correct.
• If you use Two-Step Verification, you need an App Password (not your regular password). 
  • Create one here: Microsoft App Password Setup.

2. Update SMTP Settings on Printer

• Open the Embedded Web Server (EWS):  
  • Find your printer’s IP: Control Panel > Network Settings > IP Address.
  • Enter the IP in your browser.
• Go to Scan > Scan to Email Setup.
• Enter: 
  • SMTP Server: smtp.office365.com
  • Port: 587
  • Encryption: STARTTLS
  • Authentication: Your MSN email + App Password.

3. Reset Scan-to-Email Profile

• Delete old email profiles from the printer.
• Recreate them with updated credentials.

4. Update Printer Firmware

• Download the latest firmware: Official HP® Support

5. Run HP App

• Download here: HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site.
• It will check connectivity and email settings.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Mari4115]

I still can’t get it to work. It’s asking for my smtp user and password. How do I get that? 

[VikramTheGreat]

Hi @Mari4115,

Thank you for getting back and letting me know that you still have an issue, even after sharing the steps.

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support

[Mari4115]

I don’t know how to get to the message.  Anyway for someone to contact me directly? This is the worse and I’m about to throw this **bleep** printer!