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TomaszC New Member
New Member

Unable to Scan to email for a specific user

Product Name: Xerox 7855
Operating System: Windows 10

I have unusual problem with Xerox 7855 device. I have this device in the workplace and set it so end users can scan to their email addresses (all adresses within the company). This service is working on that printer for all users apart of 1 user (same email domain etc.) 

I have more Xerox printers in the workplace and this user can scan to email on them apart of this particular printer. 

When the attempt is made I got Job Status Failed printout with message saying One or more email addresses are invalid. Check your recipient addresses, remove invalid addresses and resend. Address is 100% right as I use it to scan to email from other printers and it works. 

It looks like it only not scanning to email on that particular printer for specific user. I have triple checked configuration and cannot find anything that would restrict that particular user to use this printer from scan to email option. Printer is installed on the print server and shared. User got the printer mapped and can print to it without any issues.

Any help will be much appriciated. 

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7 Replies
Community Manager CathyO-Xerox
Community Manager

Re: Unable to Scan to email for a specific user

Hello

This seems like a question that you may need to troubleshoot with a Product Specialist at our Support Department. The Support options for your device are LISTED HERE. Please have your serial number ready as they will need to authenticate you.

Thanks,
CathyO-Xerox
Community Manager

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Unable to Scan to email for a specific user

Does it fail when typed manually as well as when chosen from the Address book?

If it works manually, delete the user from the address book and add them again (possibly corrupt)

If it works from neither, I would assume an invalid character (A symbol or letter the printer doesn't like), which may or may not be fixable.

Update the firmware and use the tool to do it

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Joe
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TomaszC New Member
New Member

Re: Unable to Scan to email for a specific user

Hi, It's not a missing character thing. I tried both from address book and manually. I checked firware version and noticed that user is able to scan to email on lower firmware version same printer type so I downgraded to the same version but after setting everything up it's excactly the same issue for this specific user.

Currently I am on the 072.040.004.09100 version (downgarde)

Before was on 073.040.075.34540

Issue still persist only for some users and not for others.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Unable to Scan to email for a specific user

If you update to the one I linked you can enable a network trace within the printer and view it in Wireshark to see what is happening. Do a scan that works and capture it, restart the capture and send the same email to one that does not work.

Compare the traces side by side to see what changes.

CWIS > Properties > Security > Logs > Network Troubleshooting

Capture.JPG

 

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Joe
TomaszC New Member
New Member

Re: Unable to Scan to email for a specific user

Hi,

I have updated firmware to suggested version and captured 2 logs. First with email that i know it works and second with email I know it don't. The main difference is when I file is sent to one that works it shows Reciepient OK, on the other one shows No such user. Both email addresses are correct and both are within same domain.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Unable to Scan to email for a specific user

Got a screenshot of the entry in the trace? Typically it would be the mail server that states if it is a good address, not the printer. The printer might do so for an invalid character, and that invalid character may in fact be very valid to the server, which is why I asked about it previously. But anything I give is just guesses since I have no data to look at.

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TomaszC New Member
New Member

Re: Unable to Scan to email for a specific user

https://tjx.sharefile.com/d-saf4d3ae422840319 

I have attached both logs on link above.

File ending with tomasz was sucessfully sent

File ending with deborah saying email not found

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