Scenario
A copier can scan locally but scan-to-email fails after mail security hardening.
Recommended Resolution Path
- Confirm whether SMTP AUTH, basic auth, or relay restrictions changed.
- Use a scoped relay connector or dedicated SMTP service rather than broad mailbox credentials.
- Check TLS requirements and supported cipher versions on the device firmware.
- Validate sender addresses and SPF/DKIM expectations if mail is sent externally.
Technician Notes
Confirm the business impact, document the root cause, and capture any preventative follow-up in the PSA or client knowledge base.
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Subjects