Problem Description
You are attempting to use your printer/scanner/multifunction device to scan documents and have it email them to you, however, the emails never arrrive at your email address. This is sometimes called a scan-to-email or print-to-email feature.
Problem Resolution
To resolve this, you will need to do one of the following:
- Configure your printer/scanner device to send emails using an authorized SMTP (outgoing mail) server, or
- Change your domain's SPF DNS record so that it allows your device to send emails on behalf of your domain
Solution #1: Unfortunately many devices do not support the latest in security standards (TLS 1.2+), often only supporting up to SSLv3 or TLS 1.1 or earlier, meaning you will not be able to configure your device to send through your mail server. (Exceptions can only be made if you have your own VPS, do not require PCI compliance, and wish to purposefully lower the security of your server).
That said, you can always give it a try: use our email configuration reference guide to configure your device accordingly. If it provides an error about being unable to connect to the server, or unable to authenticate, yet you can successfully log in to webmail using the same credentials, then the device is not compatible with modern security requirements.
The best you can do in this case is check the device manufacturer's website for firmware updates that might add the necessary security standards to communicate with our servers.
Solution #2: As an alternative, if your ISP (ex: Eastlink, Rogers, Bell) supports weak email security protocols (they sometimes do), you can ask your Internet provider to help provide the configuration settings for their SMTP server and configure the device to use those settings. If you are able to do this, be sure to not use your domain in the from address as messages sent using your domain will not pass mail forgery prevention systems like SPF, DKIM, DMARC.
You must instead set the from address on the device so that it matches the mail provider it's being sent through. For example if you find you're able to use an Eastlink SMTP server, you could use one of these addresses as your from address: no-reply@eastlink.ca or myfax@eastlink.ca
