What this means

Your printer cannot connect to your outgoing mail server to send scanned documents. Email providers constantly update their security rules, while older printers keep using the old ones.

You might assume the hardware is broken. The scanner glass and internal parts are usually fine. The failure comes down to a communication block between the machine and your email provider.

This breakdown traces back to expired passwords, incorrect port settings, or TLS encryption updates your printer cannot handle.

Common causes

  • Email provider blocked less secure sign-in apps.
  • Two-factor authentication enabled without an app-specific password.
  • Incorrect SMTP port number or SSL/TLS setting.
  • Expired email account password.
  • Network firewall blocking outgoing SMTP ports.
  • Incorrect DNS server settings on the printer.
  • Outdated printer firmware failing modern TLS handshakes.

What to check first

  1. 1Can you access the internet from a computer on the same network?
  2. 2Did your email provider recently send a security alert about sign-in methods?

Step-by-step fix

  1. 1

    Check network connection

    Print a network configuration page from the printer to ensure it has a valid IP address and can reach your local network router.

  2. 2

    Verify email credentials

    Log into your email account from a web browser to ensure the username and password are correct and no security blocks are active.

  3. 3

    Generate an app-specific password

    If using an email provider with two-factor authentication enabled, generate a dedicated app password in your security settings and enter it into the printer instead of your main account password.

  4. 4

    Verify SMTP server address and port

    Open the printer web interface using its IP address, go to the network or email settings, and confirm the SMTP server name and port match your provider requirements.

  5. 5

    Check encryption settings

    Ensure the security protocol in the printer settings is set to TLS or STARTTLS rather than none, matching what your email provider requires.

  6. 6

    Verify printer date and time

    Log into the printer settings and confirm the correct date, time, and time zone are set, as incorrect times cause secure connection certificate failures.

  7. 7

    Check firewall and ISP blocks

    Confirm your router or internet service provider does not block outgoing mail submission ports like 587 or 465.

  8. 8

    Update printer firmware

    Check the manufacturer website for available firmware updates that improve email security and TLS compatibility.

When to contact a professional

Call your IT professional if your office uses an internal Exchange server with strict relay restrictions, or if your VLAN setup requires firewall changes to allow printer traffic. Those tasks involve server administration and network security far outside standard printer menus. Always keep your printer credentials secure when sharing access for troubleshooting.