Troubleshooting Scanners

When troubleshooting scanners, Please check the following things:


  • Can anybody else not scan or is it just the one person? If it is just the one person and it's scan to file, make sure the password is set correctly that is used to authenticate SMB in the scanner
  • If the problem is scan to email it's probably affecting everybody. Is the SMTP Password set correctly in the scanner?
  • If the password for SMB is set correctly it could be an issue with DNS. Does scanning work when scanning to the IP address instead of hostname? If it does work, is DNS set correctly within the scanner itself?
  • Make sure the username is set correctly in the scanner, check the format of other users that are setup. Sometimes you need to put hostname\username instead of just hostname.
  • If you can't find any SMTP account for scan to email, create a gmail account and use the following details:
  • Go to Programs and features> Turn Windows features on or off and check the following Scroll down to SMB 1.0/CIFS File Sharing Support 
    Tick the SMB 1.0/CIFS Client 
    Untick SMB 1.0/CIFS Automatic Removal and 
    Untick SMB 1.0/CIFS Server 

Gmail SMTP server address:

Gmail SMTP username: Your Gmail address (e.g.

Gmail SMTP password: Your Gmail password

Gmail SMTP port (TLS): 587

Gmail SMTP port (SSL): 465

Gmail SMTP TLS/SSL required: yes


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    Thanks for the help Lee. This just helped me solve a ticket :)