scan to email stopped working for charter.net email on OfficeJet Pro 8710

[CNewman]

Scan to email was working fine recently, but now I get this failure:
"Incorrect credentials. Check your username/password and try again."
Failure happens from both the printer console and the "test email" function on the Embeddd Web Server (EWS) accessed from a computer.
I compared settings (smtp server, smtp port, SSL/TLS, userName, password) to those of an Android device that is able to send mail, and all settings are the same.  Charter email does not require Two Factor Authentication (2FA).
Of course powered off/on a couple of times.
Tried a different email account & password on charter.net and failed the same way.

[A_Gayathri · Accepted solution]

Hi @CNewman,

Welcome to the HP Support Community

I understand you are facing an issue with your How to Scan from printer to laptop. Not to worry I will help you to get a resolution to resolve the issue.

May I know 

1.) Are you trying to perform a scan to email from the printer's control panel or from your Mac?

2.) Who is the Email provider?

3.) Is your Email account configured in the mail account?

4.) Is your printer connected to Web Services?

5.) Are you able to log in via webmail? Make sure you don’t use auto-filled passwords in web browsers.

6.) Is there a 2-factor authentication setup?

7.) Did you recently change the password? 

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating the printer firmware.

HP Officejet Pro X series - Set up Scan to Email through the product's Embedded Web Server (EWS)

If the issue persists, then please follow the steps mentioned in this document:

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[CNewman]

1.) Are you trying to perform a scan to email from the printer's control panel or from your Mac?
- From the printer's control panel

2.) Who is the Email provider?
- charter.net

3.) Is your Email account configured in the mail account?
- yes, it is -- and that has not changed between when it was working and now

4.) Is your printer connected to Web Services?

- I don't what what that is.  I *AM* able to connect to the printer from another device by navigating to the printers EWS, if that's what you mean.

5.) Are you able to log in via webmail? Make sure you don’t use auto-filled passwords in web browsers.

- I am able to access my mail from other methods, if that's what you mean (e.g., from my mail server's web site).

6.) Is there a 2-factor authentication setup?

- No, charter.net has not implemented 2FA

7.) Did you recently change the password? 

- No, my email password has remained the same.  I also verified the ip port number, TLS setting, etc.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
  - Done.
• Remove the USB cable, if present.
  - No USB connection, but I did disconnect the FAX line.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
  - Done.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
  - Done.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle
  - The printer powered itself on when I plugged it in.

Update the printer firmware 
- Well, that's hopeful.  There *IS* new firmware (I'm quite sure I checked this when the problem first surfaced, in which case this update is quite new).

	Was, old   version	Now, new version
Firmware Version	WBP2CN2307AR	WBP2CN2329BR

I installed the new firmware and the printer restarted.  I shut it down again for a few minutes, and unfortunately, the problem persists.

[CNewman]

Oh, I *AM* able to do "scan to computer" from the printers EWS.

[CNewman]

I re-entered all the "Scan to E-Mail" settings from the Embedded Web Server of the printer and I am now again able to scan to email, so the problem was resolved.

[A_Gayathri]

@CNewman,

That's great! Happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!