Scan to Email Troubleshooting
Use these safe checks before opening a service request. Menu names vary by model, so avoid changing SMTP, relay, password, or authentication settings unless Charlestowne Digital asks you to.
Try These Checks
- Confirm the destination email address is correct.
- Try a small one-page scan to your own email address.
- Watch the copier screen for an error code or message and write it down.
- If possible, try another known-good recipient to determine whether the problem affects one address or all addresses.
- If several copiers at the same organization are affected, tell us that in the service request.
If the copier reports the job as successful but the message never arrives, or if test messages work but real scans do not, submit a service request with those details. That distinction is useful for diagnosing email relay, authorization, file-size, or delivery problems.
Include This With Your Request
- Equipment ID
- Error code or exact screen message
- Whether the copier says the scan was successful
- Whether one recipient or all recipients are affected
- Whether multiple machines are affected
- Approximate time of the failed scan
Do not change mail-server credentials or security settings as a troubleshooting step unless instructed. Those settings may be shared across multiple devices.
