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E-mail Function of Some Apps Fails when Sending via Port 465 or 587 with SSL/TLS Required

Document ID:SO7501

Usergroup :External
07/11/14 Properties  


Send Workflow issue over port 465; SMTP port 587; Advanced E-mail Settings v2.3.1; AccuRead OCR v1.0.18; ScantoNet; Problem with port requiring authentication; Email fails; Not working; Cannot send email; Problem sending emails; Unable to send email; Error when trying to email; Issue with email via some applications; Transmission problem; No email received destination address; ScanToEmail; Cannot send reports; Device Quotas; No email report sent; Job fails;


What you will see

The e-mail function of the apps mentioned below fails and may cause the following scenarios:

Application Observed Behavior
Advanced E-mail Settings

The message “E-mail Server Configuration Error. Please Contact your System Administrator.” displays on the control panel.

Or e-mail may not be sent successfully, and no error message is displayed on the control panel.

Important! This issue ONLY occurs when the AccuRead OCR app is installed, and OCR is turned ON in the Advanced E-mail Settings’ configure page.

E-mail Size Limiter

Print an error log “Connection Failure -7. No e-mail is received on the destination address.

Or e-mail may not be sent successfully, and no error message is displayed on the control panel.

Scan to Network Premium (SNF)
E-mail is not sent successfully, and no error message is displayed on the control panel.
Device Quotas
Multi Send
Fax forward
There is no generic error message; each app may show different symptoms.
Solution Composer (SoCo)
Any scan to e-mail-related workflow or solution generated via SoCo does not work.
Education Station (EdSta)
Cannot send the e-mail report after grading a test. An "e-mail transmission failed" message shows on the printed confirmation page.

The preceding behaviors happen when the “Primary SMTP Gateway Port” is set to 465 or 587, and “Use SSL/TLS” is set to Required under the printer’s embedded web server (EWS) > Settings > E-mail/FTP Settings > SMTP Setup.

NOTE: See Document ID: SO4541 to view steps to access the printer’s EWS.


Recommended solution

If... Then...

The affected apps are...

  • Advanced E-mail Settings
  • E-mail Size Limiter
  • Scan to Network Premium

Update your MX, CX, XM, or XC printer firmware to EC5 (P543) or higher.

Update your X548, X74x, X792, X925, or X95x printer firmware to EC4 (P440) or higher.

The affected apps are...

  • Device Quotas
  • Multi Send
  • Fax forward
There may be added limitations on these apps. Please contact your next level of support or Lexmark Technical Support for assistance.

The affected app is Solution Composer and the workflow created involves Scan to E-mail with security or authentication required (e.g., SMTP server uses port 587 [SSL] with authentication).

Make sure you select Secure Scan to E-mail and configure it with the SMTP Server’s security and authentication settings.

Note: Secure Scan to E-mail allows the user to specify the security and authentication settings to match with the printer's SMTP Server Setup.

The affected app is Education Station...

Use another SMTP server that does not require SSL/TLS (i.e., port 25). By design, Education Station does not support emailing reports using SMTP servers that require SSL/TLS.

Note: Should you need further assistance, contact your next level of support or Lexmark Technical Support.

NOTE: The following printer models do not support E-mail connections with SSL/TLS ports 465/587.

  • X26x
  • X36x

An x denotes any number within a given printer model series.


Still need help?

If you require additional assistance, please close this window, go to your product's support page and locate  Get In Touch with Lexmark! for contact information. NOTE: In order to expedite the support process, please be prepared to provide information regarding your issue, e.g., name and version of solution, problem description, and affected printer models.

Additional information may be requested by the support agent.


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