@printbyXerox

[daveschmitzca]

Here is, I believe, the customer's final response to the rest of the questions:

Hello David,

When you are sending from your Mac, are you sending specifically from the Mac Mail app? 

Yes, Mac Mail Version 10.3 (3273).

Are you having this issue with all file formats (.pdf, .docx, jpeg, etc.) or just one document type, specifically?

PDF and JPEG attachments do not print. A jpeg within the body of the email will print. doc, docx, xls, xlsx even ods will print from mac mail.

This is the email confirmation I get when I send a PDF:

All of the documents that you submitted were accepted.

How to Print:

Use the @PrintByXerox MFP app at the printer using your email address or ID.

Xerox Mobility Service licensed account users may also use the Xerox Print Portal mobile app to select a printer, set the print options, and print your accepted document(s).

Details:

The following document(s) were accepted:
Body Text - PDF.eml

Let me know if you have any questions. 

Thanks,

Robert Espinoza
Coordinator
Information Technology
Yonex USA
P: 424-201-4783
F: 424-201-4799

[XMP_Admin]

Just a few follow up questions so that we can pin point the issue that is occurring, please ask the customer the following questions for further clarification.

When you are sending from your Mac, are you sending specifically from the Mac Mail app? 

 -- Yes (We have web mail account linked with Mac Mail, I sent from web mail, it does not work at all.)

------When you say Web Mail... what email provider are you referring to? Also, when you say when I send from web mail, it does not work at all, does that mean when you send it from the Web Mail browser? Or are you referring to when you send it from the Mac Mail client that is hooked up to your Web Mail account?

Are you having this issue with all file formats (.pdf, .docx, jpeg, etc.) or just one document type, specifically? 

--  I was able to view and print .docx and .xlsx (old .xls seems not able to print.)

-----So you are able to send .docx and .xlsx documents successfully from your Mac Mail client on your Mac? Are you only having issues with your Mac Mail client not sending attachments to the @PrintByXerox app when sending old Microsoft Office file formats like .doc, .xls (ones that do not end with x)? 

[daveschmitzca]

Here is the customer's reply.  Thanks for looking into this:

When you are sending from your Mac, are you sending specifically from the Mac Mail app? 

 -- Yes (We have web mail account linked with Mac Mail, I sent from web mail, it does not work at all.)

Are you having this issue with all file formats (.pdf, .docx, jpeg, etc.) or just one document type, specifically? 

--  I was able to view and print docx and xlsx (old xls seems not able to print.)

If you log into your mail provider's website (gmail, yahoo, etc.) from the Safari browser, and attach a document, does it show up in the @PrintByXerox documents list?

 -- I tested from hotmail.  I was able to print xlsx file.  

[daveschmitzca]

Thank you so much.  I will work with the customer to get the answers to your questions.

[XMP_Admin]

Dave,

We are going to look into the issue you are reporting. 

When you are sending from your Mac, are you sending specifically from the Mac Mail app? 

Are you having this issue with all file formats (.pdf, .docx, jpeg, etc.) or just one document type, specifically? 

If you log into your mail provider's website (gmail, yahoo, etc.) from the Safari browser, and attach a document, does it show up in the @PrintByXerox documents list?

Thank you,

Mobile Print Admin

[daveschmitzca]

It seems I didn't explain myself fully.  It seems more like the Xerox server is ignoring the attachment.  If the customer sends the same attachment from her desktop to a phone, the attachment arrives intact; then, if forwarded to print@printbyxerox.com, the attachment appears in the list of documents on the copier interface.  If the customer sends the attachment to print@printbyxerox.com, the attachment never appears in the list of documents on the copier interface, although the email does.  We tried this using two different phones: same result.  So the attachment is being sent.  

[Joe Arseneau]

So, if the issue is already discovered to be that Mac Mail isn't sending an attachment, have you contacted Apple?

The Xerox service can't print something it never got. If you send the same thing to your phone instead of the @printbyxerox account do you get the attachment? If yes, how is it different than when you send from your phone to your Mac?

[daveschmitzca]

We are trying to use print@printbyxerox.com on our C8030 recently acquired.  If I send an email with attachment from a Mac desktop using Mail, the attachment does not appear in the list of documents received by @printbyxerox.  But if I forward the same email and attachment from my phone, everything appears and prints without a problem.  When @printbyxerox sends me the acknowledgement message, the attachment is not listed if I send from the Mac Mail application.  But if I send from any other client, the message and attachments are listed in the acknowledgement message.  Is there a fix for this?  Mac OS 10.12.6, Mail 10.3(3273)