Copier Scan to Email Not Working? Here's How to Fix It (2025 Guide)

Why Scan to Email Suddenly Stops Working

One of the most common support calls we handle at Pro-Tec Copier Services isn't a hardware failure — it's scan-to-email that worked fine for years and then suddenly stopped. Here's why it happens and exactly how to fix it.

The Most Common Cause: SMTP Authentication Changes

Modern email providers (Microsoft 365, Google Workspace, GoDaddy, etc.) have progressively tightened their SMTP security requirements. Your copier was likely configured with SMTP credentials that worked under older authentication rules — and those rules changed.

What changed:

• Microsoft 365 disabled Basic Auth (username + password) SMTP in late 2022 for most tenants
• Google Workspace deprecated less secure app access and now requires app-specific passwords or OAuth
• Many business email providers now require TLS 1.2 or higher — older copier firmware only supports TLS 1.0

Fix 1: Microsoft 365 Users — Enable SMTP AUTH

1. Log into the Microsoft 365 Admin Center
2. Go to Users > Active Users > select the email address used by your copier
3. Under Mail tab, enable "Authenticated SMTP"
4. On the copier, confirm the SMTP server is smtp.office365.com, port 587, with TLS enabled
5. Use the full email address as the username and the account password

If your organization has disabled Basic Auth at the tenant level, you'll need to use SMTP relay instead — contact your IT administrator.

Fix 2: Google Workspace Users — Create an App Password

1. The sending account must have 2-Step Verification enabled
2. Go to Google Account > Security > App Passwords
3. Create a new app password labeled "Copier"
4. On the copier, use smtp.gmail.com, port 587 or 465, and the 16-character app password (not your regular password)

Fix 3: Check the Copier's IP Address

If your network uses DHCP, the copier may have received a new IP address. This breaks the "From" email address registration on some configurations.

Fix: Set a static IP address for your copier on the router, or use DHCP reservation.

Fix 4: Update Copier Firmware

Older firmware versions don't support modern TLS requirements. On Ricoh machines: Web Image Monitor > Configuration > Firmware Update. On Konica Minolta: PageScope Web Connection > Maintenance > Firmware Update.

Fix 5: Use a Dedicated SMTP Relay Service

If none of the above works, the most reliable long-term solution is a dedicated SMTP relay service (SendGrid, Mailjet, or similar) that accepts connections from your copier's IP and forwards them via modern authentication. This is what we configure for clients with complex IT environments.

When to Call Pro-Tec Copier Services

If you've worked through these steps and scan-to-email still isn't working, the issue may require network-level diagnosis. Our technicians handle remote configuration support for all major copier brands across Georgia.

Call 678-469-6608 or contact us online.

Related: Ricoh Copier Troubleshooting Guide | Konica Minolta bizhub Troubleshooting | Copier Preventive Maintenance Checklist