E-mail going to Junk.

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  • JLSam
    Senior Tech

    500+ Posts
    • Jun 2015
    • 605
    #1

    E-mail going to Junk.

    This month consists of a lot of e-mail problems for me lately. So my client has windows 10 outlook. They said that the e-mail is going to junk folder [quarantine], and he has to release it. I add the e-mail to "safe senders" and domain to the list. I use the "e-mail status and alerts" feature to e-mail to the end-user, and it goes through just fine!
    I advise end user to use the scanner to e-mail to himself, but it doesn't go through. How can this be?

    It can be a firewall problem, because e-mails go through in Status and Alerts.
    Can't be closed ports too, because e-mails go through in Status and Alerts.

    I am thinking it's an application issue, but in status and alerts uses the same e-mail as you would in the address book for scan to e-mail.

    I'm open to suggestions.

    "NOTE: Sharp MX-2600 with the latest firmware, no DSK"
    Tags: alerts, e-mail, e-mails, junk, status
    • mansart
      Senior Tech

      Site Contributor
      500+ Posts
      • Apr 2009
      • 852
      #2
      Re: E-mail going to Junk.

      If I understand this correctly.....
      • machine can send status to bob@usa.com and Bob receives in his IN box
      • send an scanned PDF to bob@usa.com and Bob finds the email in Junk Folder

      If the above is accurate then....
      • machine is sending fine, check the scan job log and look at send results
      • Bob's email system is somehow tagging email as junk,


      Check system time on copier, make sure it is accurate, sometimes a time stamp way out of sync with real time will cause issue

      Try to send scan with attached JPG instead of PDF

        Comment

        • JLSam
          Senior Tech

          500+ Posts
          • Jun 2015
          • 605
          #3
          Re: E-mail going to Junk.

          Originally posted by mansart
          If I understand this correctly.....
          • machine can send status to bob@usa.com and Bob receives in his IN box
          • send an scanned PDF to bob@usa.com and Bob finds the email in Junk Folder

          If the above is accurate then....
          • machine is sending fine, check the scan job log and look at send results
          • Bob's email system is somehow tagging email as junk,


          Check system time on copier, make sure it is accurate, sometimes a time stamp way out of sync with real time will cause issue

          Try to send scan with attached JPG instead of PDF
          You understand, you are correct.

          I will check time and date later today when I call him back. Thank you.

          Sent from my ONEPLUS A5000 using Tapatalk

            Comment

            • guitar9199
              Service Manager

              Site Contributor
              1,000+ Posts
              • Sep 2016
              • 1099
              #4
              Re: E-mail going to Junk.

              I've seen some situations where the "Subject" line of the email will automatically forward an email to the Junk Folder. The usual culprits are the words "Attachment" or "Scanned/Scan", and removing those trigger words should help.

                Comment

                • PrintToPDF
                  Technician
                  • Oct 2015
                  • 27
                  #5
                  Re: E-mail going to Junk.

                  Also, check E-mail inbox through the web portal of the email provider. Possibly not Outlook itself, but the email provider spam filters. I have noticed recently that it has been happening sending to some office 365 accounts.

                    Comment

                    • sck
                      Technician
                      • Mar 2009
                      • 20
                      #6
                      Re: E-mail going to Junk.

                      Sometimes its helped adding sender name and replay address under system-settings -image send settings - scan settings

                      Default Sender Set:

                        Comment

                        • ovid
                          Junior Member
                          • Aug 2014
                          • 9
                          #7
                          Re: E-mail going to Junk.

                          We have noticed here that adding a "less than" symbol before your reply address and a "greater than" symbol after it has fixed this issue.
                          Example:<youremail@address.com>

                            Comment

                            • SalesServiceGuy
                              Field Supervisor

                              Site Contributor
                              5,000+ Posts
                              • Dec 2009
                              • 8081
                              #8
                              Re: E-mail going to Junk.

                              I do not know about Sharp copiers but try changing any default settings away to something else.

                              Such as MFP- Mac Address numbers to MFP-customer under TCP-IP settings
                              Such as MFP-Mac address numbers to MFP- customer under NetBios name
                              Such as Email tab Default Body String to "No Reply Email Address"
                              Such as Email Default subject line to MFP-customer

                                Comment

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