What you’re seeing
- The copier shows 'Connection failed', 'Login error' or 'Cannot access destination' when scanning to a network folder.
- Scan-to-folder stopped right after a Windows update, server upgrade or security hardening project.
- Scan-to-email from the same copier still works, but folder scanning doesn't.
- The problem began when someone changed the password on the account the copier uses.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The older SMB1 file-sharing protocol was turned off, and the copier's firmware only supports SMB1.
- SMB signing is now required, which newer Windows versions enforce by default, and the copier can't sign its connections.
- NTLMv1 or other legacy authentication was disabled, and the copier still uses it to log in.
- The password for the account the copier uses to save scans was changed or expired.
- Share or folder permissions were tightened and no longer allow the copier's account to write files.
- Guest or anonymous access to shares was blocked, and the copier relied on it.
Why it matters
Scan-to-folder is often how paper becomes searchable records in accounting, legal and medical offices. When it fails, staff fall back to scanning on personal devices or emailing documents to themselves, which scatters sensitive files. Reversing the security change to make the copier work reopens the vulnerabilities the change was meant to close, including protocols exploited by well-known ransomware.
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 turn the old security setting back on?
We don't recommend it. Older protocols like SMB1 were disabled because they're unsafe, and there's usually a way to get the copier working without reopening that risk.
Is our copier too old for modern security?
Sometimes, but often a firmware update or a different configuration lets it use modern protocols. The engineer will tell you plainly if the copier can't meet current requirements.
Can this be fixed without the copier technician?
In many cases, yes. Most of the work is on the Windows side, though we may coordinate with your copier vendor if its firmware needs updating.