Scan to Email - Some Users receive some do not

[SalesServiceGuy]

I have a current Toshiba e2000AC A3 color copier at latest firmware where MS365 Exchange is used for scan to email.

Everything was working A-OK for years but now select workers in a workgroup of 10 people cannot receive scan to emails from the copier. If I scan to email to myself, I will receive the email.

I checked the time, DNS, Host name, NetBios Name, Default Subject, Default Body String are all filled out correctly.

The scan log says the scans successfully leave the copier but they never arrive. They are not in Junk mail and I made the copier’s From Address a Safe Sender in Outlook.

I have used several different known working SMTP client set ups and the result is the same.

I have the effected users temporarily scanning to a network folder shortcut on their desktop.

Do you think this might be an Exchange issue that they need to get checked with the MS365 provider?

[bsm2]

Re: Scan to Email - Some Users receive some do not

Yep most likely MS thinks it's spam mail

[SalesServiceGuy]

Re: Scan to Email - Some Users receive some do not

... the missing emails do not arrive in the Junk/SPAM folder. I have made the from Address from the copier a Safe Sender on the effected PCs.

I do think the issue is a security issue somewhere in Outlook.

I checked each PC but there was no obvious Antivirus or Malware software loaded.

I never thought until now to temporarily turn off MS Defender.

[KenB]

[slimslob]

Re: Scan to Email - Some Users receive some do not

... the missing emails do not arrive in the Junk/SPAM folder. I have made the from Address from the copier a Safe Sender on the effected PCs.

I do think the issue is a security issue somewhere in Outlook.

I checked each PC but there was no obvious Antivirus or Malware software loaded.

I never thought until now to temporarily turn off MS Defender.

Why don't you compare the account settings on the MS365 server of someone who is having problems and someone has no problem. Also it they are using a specific account as the default sender but that account is only used for that and not monitored by anyone, check that account for bounce back messages.

[KenB]

Re: Scan to Email - Some Users receive some do not

Why don't you compare the account settings on the MS365 server of someone who is having problems and someone has no problem. Also it they are using a specific account as the default sender but that account is only used for that and not monitored by anyone, check that account for bounce back messages.

Ive also had it happen where the sent items box of the sending account had filled the account to its limit, disabling sending.

Once we logged in to that account and dumped all those messages out, all was well.

Of course, that would only make sense if the sending accounts were different between the working and non-working users.

[slimslob]

Re: Scan to Email - Some Users receive some do not

Ive also had it happen where the sent items box of the sending account had filled the account to its limit, disabling sending.

Once we logged in to that account and dumped all those messages out, all was well.

Of course, that would only make sense if the sending accounts were different between the working and non-working users.

Like the working accounts using their own account as the sender and the non-working accounts using the default. He did say everything was working for years then quit.

[SalesServiceGuy]

Re: Scan to Email - Some Users receive some do not

Ive also had it happen where the sent items box of the sending account had filled the account to its limit, disabling sending.

Once we logged in to that account and dumped all those messages out, all was well.

Of course, that would only make sense if the sending accounts were different between the working and non-working users.

... I am confident the copier's SMTP Client has not exceeded it's sending capacity because I can send the same email to my business MS365 account and it arrives within seconds.

I think it is unlikely that the customer's email InBox has overflowed it's capacity limits. I can send an email from my laptop, not via the copier, to the customer's Inbox and it arrives quickly.

Whatever happened, it just started happening in the last couple of days. No new technology has been added to the customer's premises in the last many months. No new servers, no new routers, no new internet providers, no new software.

[slimslob]

Re: Scan to Email - Some Users receive some do not

... I am confident the copier's SMTP Client has not exceeded it's sending capacity because I can send the same email to my business MS365 account and it arrives within seconds.

I think it is unlikely that the customer's email InBox has overflowed it's capacity limits. I can send an email from my laptop, not via the copier, to the customer's Inbox and it arrives quickly.

Whatever happened, it just started happening in the last couple of days. No new technology has been added to the customer's premises in the last many months. No new servers, no new routers, no new internet providers, no new software.

Do all the employees use the same sending account or do some of them use their own MS365 account as the sending account. When you tested it did you use the default sending account or did you use your own MS365 account as the sending account. If they have a Default sender setup, does anyone at the company receive emails to that account on a daily basis? Has anyone logged in to the MS365 server to check setting there on check for any error messages?

[SalesServiceGuy]

Re: Scan to Email - Some Users receive some do not

Do all the employees use the same sending account or do some of them use their own MS365 account as the sending account. When you tested it did you use the default sending account or did you use your own MS365 account as the sending account. If they have a Default sender setup, does anyone at the company receive emails to that account on a daily basis? Has anyone logged in to the MS365 server to check setting there on check for any error messages?

This is not an issue with the transmission reception of emails to/from any employee's computers. The issue is select employees appear to be suddenly blocked from receiving scan to email from the copier.

The plan on Monday is to test:

1. Make sure the copier's From Email address is in the local user's Exchange Safe Sender's list.
2. Test a scan to this computer with Windows Defender turned briefly off
3. Contact the MS365 provider and ask if they can check for anything unusual.

[slimslob]

Re: Scan to Email - Some Users receive some do not

This is not an issue with the transmission reception of emails to/from any employee's computers. The issue is select employees appear to be suddenly blocked from receiving scan to email from the copier.

The plan on Monday is to test:

1. Make sure the copier's From Email address is in the local user's Exchange Safe Sender's list.
2. Test a scan to this computer with Windows Defender turned briefly off
3. Contact the MS365 provider and ask if they can check for anything unusual.

Are you saying that the customer has to go through the provider to administer their MS365? They should have at least 1 employee or the owner that has administrative access to MS365 so they can make changes when there is a change in workforce.

[rthonpm]

Re: Scan to Email - Some Users receive some do not

This is not an issue with the transmission reception of emails to/from any employee's computers. The issue is select employees appear to be suddenly blocked from receiving scan to email from the copier.

The plan on Monday is to test:

1. Make sure the copier's From Email address is in the local user's Exchange Safe Sender's list.
2. Test a scan to this computer with Windows Defender turned briefly off
3. Contact the MS365 provider and ask if they can check for anything unusual.

If the users are all in the same email domain you shouldn't have to add them to the safe sender list. By default, all email addresses in the global directory are trusted.

Windows Defender won't delete or affect email delivery. It wouldn't be a factor until a user tried to open an attachment at which point it scans the file.

Likely, you'll need to reach out to someone with Exchange admin rights to get a real picture of what's going on. The Admin portal should be able to give you a better place to look.

It still seems more like a sending issue. Are they sending the email as themselves, or does the machine use its own email address?

How does it connect to M365 for SMTP?

Sent from my Pixel 6 Pro using Tapatalk

[SalesServiceGuy]

Re: Scan to Email - Some Users receive some do not

If the users are all in the same email domain you shouldn't have to add them to the safe sender list. By default, all email addresses in the global directory are trusted.

Windows Defender won't delete or affect email delivery. It wouldn't be a factor until a user tried to open an attachment at which point it scans the file.

Likely, you'll need to reach out to someone with Exchange admin rights to get a real picture of what's going on. The Admin portal should be able to give you a better place to look.

It still seems more like a sending issue. Are they sending the email as themselves, or does the machine use its own email address?

How does it connect to M365 for SMTP?

Sent from my Pixel 6 Pro using Tapatalk

... Windows Defender, good point.

... the copier sends the email using it's own authentic email address but not from the domain of any employee in a manner similar to smtp.gmail.com.

... the copier does not connect to MS365. The users are all provisioned with MS365.

... I do have access to my own personal MS365 Admin Center. I cannot see email logs anywhere. Do you know where to look?

[tonerhead]

Re: Scan to Email - Some Users receive some do not

My question would be are the users not getting the scans having issues with other emails as well? If the mfp says it is making the trip, then something likely blocking on their end. I have had emails tagged as spam if there is no subject/message in the email. On Kyoceras we used to put a subject of scanned to email by business name. In the message we used to say this scanner will not receive emails, it is outgoing emails only, please contact sender directly. We found that emails from a sender bearing only an attachment didn't make it through some securities. Larger businesses have layer 3 smart switches in addition to spam filters, and anti-virus programs which can filter this crap out. Since it is going to some recipients in the company, but not to others, I would say your job is done, it is up to their IT to find the issue, not up to you.

[SalesServiceGuy]

Re: Scan to Email - Some Users receive some do not

I appreciate all of your responses.

In the end, without notice, as per usual, the local ISP increased their email security requirements.

Fortunately, I have a email account with the same ISP and a similar copier as the customer and was eventually able to find the solution.

So, rthonpm was correct, the issue was with the copier. The customer IT Admin (not qualified but the designated guy) did not have a clue about browsing MS365 logs.

Many SMB customers are highly reliant on scan to email and when this goes down, they get excited. Just not interested in changing their ways to scan to a network folder, USB drive, copier's hard drive or Cloud folder.

All performed at No Charge under a cpc contract because the customer is upgrading to a new similar copier this week.