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[Jeff538]

All-in-one Office Jet 9018 (9010 Series)

This error came up today out of the blue: Scan error: Username or password is incorrect. Make sure both user account and password are valid.

Tried everything I can think of. Any ideas?

Thanks

[70007]

Hello Jeff538,

Thank you for posting your concern,

Resolving Scan Error on HP OfficeJet 9018 (9010 Series)

If you are encountering a "Scan error: Username or password is incorrect" message on your HP OfficeJet 9018 (9010 Series), it generally means there is an issue with the credentials used for network scanning, especially when scanning to a network folder or email. Here’s how you can resolve this error:

1. Check Network Credentials:

   • Ensure that the username and password used for the network folder or email profile are correct.
   • If any recent changes were made to the network login credentials, update them accordingly in the printer’s configuration.

2. Re-enter Credentials:

   • Access the Embedded Web Server (EWS) of the printer by typing the printer’s IP address into a web browser.
   • Navigate to the scan settings and check the network folder or email setup. Re-enter the username and password even if they appear correct.

3. Verify Network Folder Permissions:

   • Ensure that the network folder you are scanning to has the correct shared permissions for the account being used.
   • Confirm that the user account has read/write access to the folder.

4. Update Email Profile:

   • For email-related scanning, verify the email setup settings on the printer’s Embedded Web Server (EWS), including SMTP server settings and credentials associated with the email profile.

5. Reset Network Settings:

   • As a precaution, resetting network settings may help in case of any misconfigurations:
     • Turn off the printer and disconnect the power cable.
     • Wait for about 60 seconds.
     • Reconnect the power cable and turn on the printer.
     • Reconfigure network settings if necessary.

6. Use HP Smart App:

   • Open the HP Smart App and ensure the printer is connected to the same network.
   • Re-add the network folder or email setup through the app, providing the correct credentials.

7. Update Printer Firmware:

   • Check for any available firmware updates for your printer to ensure it is running on the latest software.

If the issue continues after trying these steps, please contact HP Customer Support for additional assistance. They can offer more detailed troubleshooting suited to your specific situation.