Scan to Email Not Working? Here’s What to Check
Overview
If your copier’s Scan to Email feature suddenly stops working, don’t panic. In many cases, the issue is related to email delivery services, network connectivity, authentication settings, or email security controls.
MCC Solutions provides a complimentary scan-to-email service for some clients as a convenience when an organization does not have its own email server or SMTP service. While this service is offered at no charge, any third-party email delivery system can experience interruptions.
Business Continuity Recommendation: If scan-to-email is a critical workflow for your organization, MCC recommends configuring your copier to use your company’s email service whenever possible. This approach provides greater control, reliability, and visibility than any shared email relay service.
Before contacting support, please review the steps below.
Quick Troubleshooting Checklist
1. Verify the Copier Is Connected to the Network
- Confirm the copier can access the internet.
- Check that network cables are connected.
- Ensure there have been no recent firewall, router, or ISP changes.
2. Test the Destination Email Address
- Send a scan to a different email address.
- Check spam and junk folders.
- Verify the recipient’s mailbox is not full.
3. Review Any Error Messages
Common messages may include:
- SMTP Connection Error
- Authentication Failed
- Unable to Send Email
- DNS Error
- Server Not Available
If an error message appears, take a photo or note the exact wording before contacting support.
4. Check Recent IT Changes
Has your organization recently:
- Changed email providers?
- Updated Microsoft 365 settings?
- Implemented new security policies?
- Installed new firewall equipment?
These changes can affect scan-to-email functionality.
If You Use MCC’s Complimentary Scan-to-Email Service
MCC maintains a dedicated email delivery service that allows eligible clients to use scan-to-email without managing their own mail server configuration.
Because this is a shared service used by many organizations, occasional disruptions can occur due to:
- Email provider reputation or blacklisting events
- Internet service interruptions
- Security policy changes by receiving email providers
- Unexpected service outages
During these situations, scans may be delayed or unable to deliver until service is restored.
Business Continuity Recommendation: If scan-to-email is a critical workflow for your organization, MCC recommends configuring your copier to use your company’s email service whenever possible. This approach provides greater control, reliability, and visibility than any shared email relay service.
Reducing Future Business Impact
Organizations that rely heavily on scan-to-email for daily operations should strongly consider using their own email platform (such as Microsoft 365, Gmail, or another company-managed SMTP service) for copier email delivery.
Benefits include:
- Greater control over email delivery
- Reduced dependency on third-party shared services
- Improved visibility into delivery issues
- Better alignment with company security and compliance policies
- Faster resolution when email-related issues occur
For many businesses, configuring Scan to Email through their own Microsoft 365 tenant or email environment provides the most reliable long-term solution.
When to Contact MCC Support
Please contact MCC Support if:
- All scans are failing.
- You receive a specific error message.
- The copier was previously working and has stopped unexpectedly.
- You need assistance configuring scan-to-email through your organization’s email system.
When contacting support, please provide:
- Copier model
- Error message (if applicable)
- Destination email address
- Date and time of the failed scan
- Whether the issue affects all users or only specific recipients