If scan to email suddenly stops working, the copier or multifunction printer may still be working correctly. In many cases, the issue is caused by email settings, password changes, network changes, or security updates from your email provider.

Scan to email depends on several things working together: the copier, your network, your email service, and the settings used to send scanned documents. If one piece changes, scanning can fail.

Common Reasons Scan to Email Stops Working

1. The Email Password Changed

Many scan to email setups use a specific email account to send scanned documents. If the password for that email account changes, the copier may no longer be able to sign in and send messages.

This is one of the most common reasons scan to email stops working.

Signs this may be the issue:

• Scans were working before and suddenly stopped
• Your company recently changed email passwords
• The scan fails for everyone
• The copier shows an authentication or login error

2. Multi-Factor Authentication Was Enabled

If multi-factor authentication was added to the email account used by the copier, the device may not be able to sign in using the old settings.

Copiers cannot usually respond to text codes, app prompts, or other multi-factor login steps. In some cases, an app password or updated email configuration may be needed.

3. Email Security Settings Changed

Email providers sometimes update security requirements. Your IT team may also make changes to protect your company’s email system.

These changes can affect scan to email if the copier is using older sign-in methods or outdated sending settings.

Possible changes include:

• Updated SMTP settings
• New authentication requirements
• Disabled basic authentication
• Security policy changes
• Blocked device sign-ins
• Changed sending limits or permissions

4. The Network Connection Changed

The copier must be connected to the network to send scanned documents by email. If the network changes, scan to email may stop working.

This can happen after:

• Internet outages
• Router or firewall changes
• Network switch changes
• Copier relocation
• New Wi-Fi or network settings
• IP address changes
• DNS changes

If the copier also cannot print, connect to shared folders, or access other network features, the issue may be network-related.

5. Firewall or Spam Filter Settings Are Blocking the Copier

Some firewalls, spam filters, or email security tools may block scan to email traffic if they do not recognize the copier or sending account.

This can happen after a security update, new firewall installation, email migration, or change in spam filtering rules.

6. The Recipient Email Address Is Incorrect

If scan to email fails only for one person, the issue may be with that recipient’s email address.

Check for:

• Misspelled email addresses
• Old or inactive addresses
• Extra spaces
• Incorrect domain names
• Recipients outside your organization being blocked

If scanning works to one person but not another, the copier itself is probably not the main problem.

7. The Scanned File Is Too Large

Large scanned documents may fail to send if the file size exceeds your email system’s limits.

This can happen when scanning:

• Many pages at once
• High-resolution documents
• Color documents
• Large paper sizes
• Documents with heavy graphics or images

Try scanning fewer pages, lowering the resolution, or scanning in black and white when appropriate.

8. The Copier Date or Time Is Incorrect

Some email systems reject messages from devices with incorrect date or time settings.

If the copier recently lost power or was serviced, check whether the date, time, and time zone are correct.

What to Check Before Requesting Service

Before contacting MCC, try these quick checks:

• Confirm the copier is powered on and connected to the network
• Try scanning to more than one email address
• Check whether printing still works
• Look for an error message on the copier screen
• Confirm whether the email password recently changed
• Ask your IT team if email security settings were updated
• Try scanning a smaller document
• Check whether the issue affects one user or everyone

These details help MCC determine whether the issue is with the copier, email settings, network, or account access.

When to Contact MCC

Request service from MCC if:

• Scan to email fails for all users
• The copier shows an error message
• The email password or settings changed and need to be updated on the device
• Your IT team changed email, firewall, or network settings
• The copier recently moved locations
• You are not sure which setting is causing the problem
• Scanning worked before but suddenly stopped

What to Include in Your Service Request

When requesting service, include as much detail as possible so MCC can troubleshoot faster.

Helpful information includes:

• Business name
• Contact name
• Phone number
• Copier model
• Serial number
• Equipment location
• Error message shown on the copier
• Whether the issue affects one user or all users
• Whether printing still works
• Whether the email password recently changed
• Whether your company recently changed email providers, firewall settings, or network equipment
• A photo of the error message, if available

The easiest way to request service is by scanning the MCC Express Passport QR code on the device and choosing Request Service. Your account and equipment information will be filled in automatically, so you only need to describe the scan to email issue and submit the request.

Need Help?

If scan to email stopped working and you are not sure what changed, contact MCC. We can help review the issue and determine whether the device settings, email account, or network configuration need to be updated.