The Message 'Unable to Determine Your Email Address' Is Displayed when Selecting an Email Profile Shortcut

What you will see

After touching the email icon on a device using Lexmark Print Management (LPM), you see the message, "Unable to determine your email address; contact system administrator to resolve.
"

Suggested troubleshooting

1
.
Make sure the profile (email icon) is pointing to the correct device LDAP
or print release LDAP
.

To do this, first verify the profile (i.e., Emailtrack

) exists:

Open the printer's embedded web server (EWS).

Navigate to Settings
> Manage Shortcuts
> Manage Profile Shortcuts
.

Verify Emailtrack
is in the list of profiles. Next, make sure the Action
and Profile
settings are configured correctly
in LMC
:

Open LMC
, and go to Devices
> Search device IP
> Home Screen
> Edit
> click the Email icon
.

Confirm Action: Email+Profile

and Profile: EmailTrack

.

Lastly, check LDAP settings based on whether e-mail
–
source
setting is set to LDAP
or Device
:

Open LMC
, and go to Solutions
> Print Release
> Configuration
and check the Email
– From Source setting
.

If “Email – From Source” is set to...	Then...
LDAP	Check LDAP settings in Print Release configuration.
Device	Check the LDAP settings of BadgeAuth eSF , BadgeAuth2 eSF or CardAuth esF on the printer.

NOTES:
The setting "Email
–
From
Source
, will not use the device From
address on the device in any scenario. When "Email -
–
From Sourc
e
" is set to device
, it assumes
that the BadgeAuth eSF
application is used
and it is configured to look up the logged-in user's email address. If you need to use the From
address as configured on the MFP, then you would need to configure LPM not
to override Email
(in the Home Screen configuration set the Email icon as Email, not Email + Profile) and install/configure the Device Usage
eSF application to track email
. This will give you tracking of email and you can use the FROM
address as configured on the device.

2.
Make sure all LDAP settings are correct; e.g., server communication, port, logins, search base, etc.

Explanation

This error indicates that an LDAP server exists but it cannot retrieve the user's email address. Reasons are numerous and can include any topic in this article, as well as the server not responding, an incorrect port, certificate not installed, incorrect login password, or search base too broad, etc.

Still need help?

If you need additional assistance, please close this window, go to your product's support page and locate

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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.

LEGACY ID: SO8220