IT ISSUE · DEVICES AND PERIPHERALS
Scanner not working
Scan to email and scan to folder share a button and fail for entirely unrelated reasons.Scan to email and scan to folder are two different features that happen to share a button. They fail for entirely unrelated reasons, so the first useful question is which one stopped, and whether the other still works.
What you may notice
- Scan to email fails while scan to folder is fine, or the reverse.
- It stopped for everyone on the same day.
- The device reports a send error with no detail.
- Scanning works but nothing arrives.
- Printing from the same machine is unaffected.
Separate the two paths
For scan to folder we look at the destination, the share, the permissions and the account the device uses. For scan to email we look at how the device authenticates to send.
That second one is where older hardware runs out of road. Microsoft has been withdrawing the simple username-and-password sending that these devices were built around, and a scanner that worked for years can stop on a date nobody at your end chose.
If your device can't do modern authentication, no setting will make it. The honest options are a relay that sends on its behalf or a replacement, and it is worth knowing which before somebody spends a morning on the menus.