Scan to Email on Workcentre 5638-5687 machines

[safas]

Hi, I'm having an issue with setting this machine up to scan to email at a customer's office.

Here's my problem.

Initial setup
1. Setup scan to email works using the address book to email address me@email.com
2. Scan to email from address book with an email address me@e-mail.com <- notice the "-" in the email address. This does not work.
Will return an error "Job Status: FAILED Job must have at least one "To:" recipient."
3. I enter the address me@e-mail.com manually into the to panel (not through address book) machine would send out the email.
4. Subsequent sends from the machine whether I use the address book or not will work perfectly fine.

I leave the customer's office, an hour they call me and they can't send emails from the address book again.

I'm experiencing this problem from machines with both a single and multi-board Network controller with software versions 21.113.39, 21.120.60.00015 and 25.54.60.00015
and are experiencing the same problem on multiple machines at the same client's office.

Another thing is, they have a Workcentre 265 that can scan to email perfectly fine from their address book without having any issues

My question is: Is this a Network issue? Email server issue? or a machine bug/hardware issue?

Please I'm stumped on this issues for a while and replacing the machine still give me the same problem, so it doesn't seem like it's my machine that isn't working.
They can scan all day at my office, before bringing it to the customer, without any problem.

Thanks for any insight anyone might have into this.

[adriansto]

Post here the configuration report of the working Workcentre 265 machine. I presume it use same email server from customer network.

[Daan]

How are you using the address book ? did you upload a csv or are you linking to a server?
If youre using csv try to manually edit the file and see if it includes proper quotation marks.

[safas]

I've used both methods to enter emails into the address book.

It works sometimes and sometimes it doesn't work.

[Daan]

I'm sure you've checked this but ill mention it for completeness anyway.
The ip address the mfp uses was not already in use by another machine.
The printer has correct gateway dns and domain info.

[safas]

Yes I've checked that.