scan to email fails, but test works

[EricY_R]

I have a remote office that just bought a 477dw.  I tried setting up scan to email using our SMTP server using the web interface.

After entering the scan to email settings, I'm able to test it successfully.  The user at the remote office receives the email, confirming that the test email was routed through our SMTP server without issue.

If the user then goes to the scanner itself and attempts a scan to email, they receive a server error message that states they should try again later, and of course no email is delivered with the scan.

Unfortunately there is no further diagnostic information to pass along that I am aware of but I would happy to dig up log files if they are available.

Thanks in advance for any help.

[EricY_R · Accepted solution]

I was able to resolve the issue.

Our internal SPAM filter on Exchange was categorizing the emails as SPAM and therefore sending a rejection response back to the SMTP client on the printer.

We whitelisted the office IP address (they have a static IP) and the messages were then delivered without issue.