What you’re seeing
- The copier shows 'SMTP error', 'Send failed' or 'Cannot connect to server' when sending scans by email.
- Scan-to-email worked the day before an Exchange cumulative or security update and failed right after.
- Every user is affected, while normal Outlook email continues to work.
- The copier's job log shows a TLS, authentication or connection refused error.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The update or related hardening disabled older TLS versions or ciphers that the copier's firmware still depends on.
- A custom receive connector used for relaying was changed, or the copier's traffic now lands on a different connector.
- The Exchange certificate was renewed or replaced, and the copier doesn't trust the new one.
- Permission for anonymous or authenticated relay was lost, so Exchange refuses to send mail for the copier.
- The account the copier uses for authentication had its password, sign-in method or mailbox changed.
Why it matters
Scan-to-email is how many offices digitize signed contracts, invoices, IDs and patient or client paperwork. When it fails for everyone, staff either queue up at the copier, take photos with personal phones, or save scans in insecure places, each of which creates delays and compliance concerns. Rolling back the Exchange update to restore scanning is risky, because those updates typically fix serious security vulnerabilities.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Should we roll back the Exchange update?
Generally not, since Exchange updates often close vulnerabilities that are actively exploited. The better path is to make the copier work with the updated server.
Is the copier too old to work anymore?
Sometimes, if its firmware can't use modern encryption. Often a firmware update or a relay arrangement solves it, and the engineer will tell you plainly if replacement is the only option.