Scan to Gmail emails never arrive
I have a customer who is using scan to email through Gsuite on their Xerox WC 5955's they have 64 of them, they are having problems with emails never arriving, arriving days or weeks later, the email they receive may contain the PDF attachments from some other user. When you scan to email the copier always reports ( Complete ) and does not print a failure page. I can scan to my Gmail account and it always comes through within about a minute. Firmware on the Xerox machines has been updated to the latest versions, thought it may have been a corrupt addressbook on the machine recreated the addressbook still same problems. They have other scan to email devices on the network that they swear work flawlessly. The one thing that bothers me is that they use one special send from email account that is on all the copiers. I have tried the smtp.gmail.com and the aspmx.l.google.com setups still have the issue. The customer swears the Gsuite setup is not the problem but I am having my doubts. The next stop on this journey is smtp-relay setup in Gsuite to see if that remedy's the problem. Any suggestions would be greatly appreciated.
Thanks in advance for your help.
Thanks in advance for your help.
Unsolicited opinion: If this is a business application I sure wouldn't be sending this kind of mail out through gmail. I'd route it through a paid, encrypted external email relay service so that it doesn't go through gmail's spam / UCE filters.
ASKER
It is a school district everything they do is through Gsuite / Google apps. I am not a decision maker just an analyst for the Xerox agent.
This page details how to set up scanning to Gmail accounts using different methods.
https://support.google.com/a/answer/176600?hl=en
Since that "send from" account is working fine on other scanners but not on the one in question, I would confirm there are no typos in the email address. I would also re-enter the account's password in the settings to be sure that the creds are correct (some GMail accounts do require authentication).
https://support.google.com/a/answer/176600?hl=en
Since that "send from" account is working fine on other scanners but not on the one in question, I would confirm there are no typos in the email address. I would also re-enter the account's password in the settings to be sure that the creds are correct (some GMail accounts do require authentication).
ASKER
Spike99 from the same machine that sends the scan to someone in the address-book that says complete but never arrives I can send to my email and it arrives every-time. I want to reiterate that they have 64 machines are all setup the same way and they have the problem occasionally from all the machines. I have setup the machines using the same support document you referenced.
perhaps it's a DNS or routing issue on the local network? That's not really my forte.
How about if you try the scan to email by entering the email directly on the front panel instead of choosing it from the address book?
How about if you try the scan to email by entering the email directly on the front panel instead of choosing it from the address book?
ASKER
Spike99 if I use the User Interface panel and send to myself it will arrive every-time.
What happens if you enter one of the addresses from their address book on the front panel, does it arrive?
ASKER
Spike99 I will not arrive every-time just sometimes that is why I keep going back to maybe it's a problem with their Gmail setup in Gsuite.
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ASKER
Issue was resolved I finally convinced the customer that smtp-relay was the way to go. It fixed the scan to email issue.