Unable to scan to email using Office 365

[dalessit]

I am attempting to setup SMTP connectivity on my C8045 (101.002.008.27400)

I've read through MS and Xerox guides and still the same error.

host name smtp.office365.com port 587 (verified through Telnet directly then mfp logs via network logging that it's talking to Microsoft)  This should also imply that DNS is working as it was able to resolve the FQDN

Credentials verified by logging into account and sending mail manually

Encryption set to STARTTLS

When I click "Send E-mail" it spins for 5 minutes or so before coming back with error Unable to send Test Email.  Unalbe to connect to remote server  (if I change encryption type it comes back immediately"

Relevant lines from wireshark review (xx.'s are my IP's)

7345 121.816385 40.97.152.82 xx.xx.xx.xx SMTP 115 S: 220 BN6PR14CA0015.outlook.office365.com ESMTP Service ready

7349 121.826857 40.97.152.82 1xx.xx.xx.xx SMTP 138 S: 250-Requested mail action okay, completed | 250-SIZE 20000000 | 250-8BITMIME | 250 OK

7350 121.827489 xx.xx.xx.xx 40.97.152.82 SMTP 64 C: STARTTLS

7351 121.827845 40.97.152.82 xx.xx.xx.xx SMTP 84 S: 503 Bad sequence of commands

[Joe053204-hcl]

No good answer to this one yet.

It happens to some people some times, very rare, and as far as I know, we (Xerox 2nd level support) have not found a fix. I had a printer with the exact error on Jan 17th 2019, it was right next to an identical printer using the same information that worked just fine. Reset the one that wasn't, and used a clone from the one that was and it still got the error (503 Bad sequence of commands)

We went around the issue by using port 465 with SMTPS and left everything else the same. Your printer doesn't have the SMTPS option, but I have a co-worker who also worked around it on an AltaLink device using port 25 with STARTTLS (MS allows that, it will redirect to port 587 ), but in a second identical scenario that trick did not work.

What is worse is that Gmail is also doing it.

All we have been able to do is work around it, because we have yet to enable it in house, so we can't open a ticket with Microsoft or Google, because we can't back up our findings until someone who has the issue calls 2nd level support and agrees to share their Configuration report, machine logs and trace of the issue.

My (our) guess is that there is something rolling out to their servers slowly, like the SHA-2 change in Jan 2016.

Give port 25 and STARTTLS a go

Try disabling IPv6 preference here

[dalessit]

Thanks for the great response, unfortunately, still the same issue after switching port to 25 and disabling prefer IPv6.

[Joe053204-hcl]

Please, give Xerox a call and push it through to Engineering if you are willing to supply the traces/logs etc.

We want to get this sorted out, sadly it can't be on the forum, this forum isn't official support, and nobody should be posting Config sheets and Wireshark traces or Machine logs on it.

Add to that, the forum is American based, but globally available, and Xerox support isn't globally based.

[zeigler]

I had the same issue with  Xerox AltaLink C8045 when scanning to email with a G Suite account. I found this Forum today, and it looks like I'm not the only one with this issue.

I found Tips for Resolving Scan to Email Issues 1. Verify the Date and Time of the Printer match that of the Email Server. 

Once I added  time.google.com to the NTP setting and rebooted. The device was able to scan to email without any issues.

SMTP config setting on the device:

smtp.gmail.com

Port 587

Encryption: STARTTLS

unchecked Validate Server Certificate

Domain: company.com

disabled IPv6 over IPv4

NTP: time.google.com

I hope this helps someone.

[dalessit]

Thanks for the post, saw that thread as well, and we had NTP setup already so no love there.

I have a technician coming out from the company that supports the copier and will post any results here if they figure it out (my guess is it's somewhere in the network configuration, something I missed in there)

[datFirmware]

What are your current DNS settings?

You may want to add 8.8.8.8 since your resolving SMTP by hostname.