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Scan to email disapears

    Question

  • Does anyone have any suggestions on how we can trace an email for scan to email from a copier?

    When the emails do not work, they often just disappear. We do not get a NDR.

    We tried delivery reports, but they show nothing.


    Larry McKenzie

    Thursday, November 09, 2017 2:15 PM

All replies

  • Does copier has any logging? If it is not showing in Delivery report, the mail may not be hitting mail servers.
    Thursday, November 09, 2017 2:17 PM
  • The copier logs have general errors that are not helpful. We been working on this problem most of the year and have not found a solution. Had the copier manufacture out a few times and they had no success. Copier manufacture says the emails do leave the copier and are a server issue. We were hoping to be able to possibly trace the emails from the server end at this point to see if it would show something different.

    Larry McKenzie

    Thursday, November 09, 2017 2:23 PM
  • Hi Larry,

    You can try the following command and check if get anything:

    Get-ExchangeServer |Get-MessageTrackingLog -Start "11/10/2017 09:00:00" -End "11/10/2015 17:00:00" -Sender "the email address of copier"

    Moreover, which connector does the copier use to send email? you can enable protocol logging on this connector also, that would give us some clues to help troubleshoot.



    Best Regards,

    Niko Cheng


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Friday, November 10, 2017 8:48 AM
    Moderator
  • I do this a lot.

    You may have to login to Scanner webconsole to find out the SMTP configuration and see the smtp server details and the sender ID configured to send.

    You can also see the logs on the scanner that show if the scan failed to send email and you can try email tracking on the smart host or your exchange server if it received emails from scanner before and use Niko's format as below to track the email. Sometimes the emails may get delivered to junk so be sure to check there as well


    Thanks & Regards Ramandeep Singh

    Saturday, November 11, 2017 7:29 AM
  • The copier logs have general errors that are not helpful. We been working on this problem most of the year and have not found a solution. Had the copier manufacture out a few times and they had no success. Copier manufacture says the emails do leave the copier and are a server issue. We were hoping to be able to possibly trace the emails from the server end at this point to see if it would show something different.

    Larry McKenzie

    Have you looked at updating driver/firmware of printer?
    Sunday, November 12, 2017 9:23 PM
  • Hi Larry,

    I'm just writing to check how's everything going? If you have any questions or needed further help on this issue, please feel free to post back. If the issue has been resolved, please mark the helpful replies as answers, this will make answer searching in the forum easier and be beneficial to other community members as well.

     

    Thanks for your understanding.


    Best Regards,

    Niko Cheng


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Tuesday, November 21, 2017 2:17 AM
    Moderator