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 * Fix issues with printers, scanners, and LOB applications that send email
   using Office 365
   
   

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Download PDF


FIX ISSUES WITH PRINTERS, SCANNERS, AND LOB APPLICATIONS THAT SEND EMAIL USING
MICROSOFT 365 OR OFFICE 365

 * 08/20/2021
 * 11 minutes to read
 * * m
   * K
   * g
   * a
   * J
   * +5


IN THIS ARTICLE

 1. My printer is already configured for email, but I don't know which
    configuration option it uses
 2. Fix issues with SMTP client submission
 3. Fix issues with direct send
 4. Fix issues with Microsoft 365 or Office 365 SMTP relay

Email clients provide actionable error messages when something goes wrong.
Sending email from devices and applications is less easy to fix, and you might
not get clear information to help you. This article can help you troubleshoot,
and it uses printer configurations as examples.

As a first step to fixing any problems, check your configuration. See How to set
up a multifunction device or application to send email using Microsoft 365 or
Office 365 for detailed information about the configuration options.


MY PRINTER IS ALREADY CONFIGURED FOR EMAIL, BUT I DON'T KNOW WHICH CONFIGURATION
OPTION IT USES

Below are the three configuration options to help you identify which one is in
use:

1. SMTP client submission (recommended)

 * Your printer is connected to the server "smtp.office365.com."

 * You entered an email address and password for the printer mailbox.

 * The printer can send email to people inside and outside your organization.



2. Direct send

 * Your printer is connected to a Microsoft 365 or Office 365 server whose name
   ends with "mail.protection.outlook.com."

 * There is no connector set up in Microsoft 365 or Office 365 for emails sent
   from your organization's network.

 * The printer can send email only to people in your organization; email can't
   be sent to recipients outside your organization.



3. Microsoft 365 or Office 365 SMTP relay

 * Your printer is connected to a Microsoft 365 or Office 365 server whose name
   ends with "mail.protection.outlook.com."

 * There is a connector set up in Microsoft 365 or Office 365 for emails sent
   from your organization's network to Microsoft 365 or Office 365.

 * The printer can send email to people inside and outside your organization.




FIX ISSUES WITH SMTP CLIENT SUBMISSION




I SET UP MY PRINTER FOR SMTP CLIENT SUBMISSION, BUT IT STILL CAN'T SEND EMAILS

 1. Check the settings entered directly into the printer:
    
    Table 1 Printer setting Value Server/smart host smtp.office365.com Port Port
    587 (recommended) or port 25 TLS/ StartTLS Enabled Username/email address
    and password Login credentials of Microsoft 365 or Office 365 mailbox the
    printer uses

 2. If your printer didn't require a password for the email address you entered,
    your printer is trying to send emails without logging on to Microsoft 365 or
    Office 365. SMTP client submission requires your printer to log on to
    Microsoft 365 or Office 365. Direct send and Microsoft 365 or Office 365
    SMTP relay do not require a logon; consider one of these options instead.

 3. Your printer or application must send email from the same address that you
    entered logon credentials for during email setup. If the printer or
    application tries to send email from a different account, this results in an
    error similar to:
    
    > 5.7.60 SMTP; Client does not have permissions to send as this sender.
    
    For example, if you entered login credentials for sales@contoso.com in your
    application settings, but the application tries to send emails from
    salesperson1@contoso.com, this is not supported. For this scenario, use
    Microsoft 365 or Office 365 SMTP relay instead.

 4. Test the user name and password by logging on to Outlook on the web, and try
    to send a test email to make sure the account is not blocked. If the user is
    blocked, you can find help in the article, Remove blocked users from the
    Restricted Users portal.

 5. Next, test that you can connect to Microsoft 365 or Office 365 from your
    network by doing the following:
    
    1. Follow the instructions to install the Telnet Client tool on a computer
       on the same network as the device or application.
    
    2. Run the tool from the command line by typing telnet.
    
    3. Type open smtp.office365.com 587 (or substitute 25 for 587 if you are
       using that port setting instead).
    
    4. If you connected successfully to an Office 365 server, expect to receive
       a response line similar to this:
       
       > 220 BY1PR10CA0041.outlook.office365.com Microsoft ESMTP MAIL Service
       > ready at Mon, 1 Jun 2015 12:00:00 +0000
    
    5. If you can't connect to Microsoft 365 or Office 365, your network
       firewall or Internet Service Provider (ISP) might have blocked port 587
       or 25. Correct this so you can send email from your printer.

 6. If none of these issues applies to your device, it might not meet
    requirements for Transport Layer Security (TLS) encryption. Your device must
    support TLS version 1.2 or above. Update the firmware on the device to solve
    this, or try one of the other configuration options where TLS is optional.
    
    For more information about TLS, see How Exchange Online uses TLS to secure
    email connections and for detailed technical information about how Exchange
    Online uses TLS with cipher suite ordering, see Enhancing mail flow security
    for Exchange Online.


I RECEIVE AN AUTHENTICATION ERROR WHEN MY DEVICE TRIES TO SEND EMAIL

This can be caused by a number of issues:

 1. Make sure that you entered the correct username and password.

 2. Try logging into OWA with the printer's username and password. Send an email
    to make sure that the mailbox is active and has not been blocked for sending
    spam.

 3. Check that your device or application supports TLS version 1.2 or above. The
    best way to check is by upgrading the firmware on the device or updating the
    application you're sending email from to the latest version. Contact your
    device manufacturer to confirm that it supports TLS version 1.2 or above.


ERROR: AUTHENTICATION UNSUCCESSFUL

If you are getting one of the following errors:

 * 535 5.7.3 Authentication unsuccessful

 * 5.7.57 Client not authenticated to send mail

There are a few things you should check:

 1. Enable Client SMTP submission on the licensed mailbox being used:
    
    Run the following Powershell command-
    
    Set-CASMailbox -Identity sean@contoso.com -SmtpClientAuthenticationDisabled
    $false
    
    Or
    
    * From Microsoft 365 Admin Center, go to Active Users and select the user.
    
    * Go to the Mail tab.
    
    * In the Email apps section, select Manage email apps.
    
    * Verify that the Authenticated SMTP setting is checked (enabled).
    
    * Select Save changes.

 2. Disable Multi-Factor Authentication (MFA) on the licensed mailbox being
    used:
    
    * In the Microsoft 365 admin center, in the left navigation menu, choose
      Users > Active users.
    
    * On the Active users page, choose Multi-Factor Authentication.
    
    * On the Multi-Factor Authentication page, select the user and disable the
      Multi-Factor Authentication status.

 3. Disable the Azure Security Defaults by toggling the Enable Security Defaults
    to No:
    
    * Sign in to the Azure portal as a Security administrator, Conditional
      Access administrator, or Global administrator.
    
    * Browse to Azure Active Directory > Properties.
    
    * Select Manage security defaults.
    
    * Set the Enable security defaults toggle to No.
    
    * Select Save.

 4. Exclude the user from a Conditional Access policy that blocks Legacy
    Authentication:
    
    * Sign in to the Azure portal as a Security administrator, Conditional
      Access administrator, or Global administrator.
    
    * Browse to Azure Active Directory > Security > Conditional Access.
    
    * In the policy that blocks Legacy Authentication, exclude the mailbox being
      used under Users and Groups > Exclude.
    
    * Select Save.


ERROR: 5.7.60 SMTP; CLIENT DOES NOT HAVE PERMISSIONS TO SEND AS THIS SENDER

This error indicates that the device is trying to send an email from an address
that doesn't match the logon credentials. An example would be if your entered
login credentials for sales@contoso.com in your application settings but the
application tries to send emails from salesperson1@contoso.com. If your
application or printer behaves this way, use Microsoft 365 or Office 365 SMTP
relay because SMTP client submission does not support this scenario.


ERROR: CLIENT WAS NOT AUTHENTICATED TO SEND ANONYMOUS MAIL DURING MAIL FROM

This error indicates that your printer connects to the SMTP client submission
endpoint (smtp.office365.com). However, your printer must also logon to a
mailbox to send a message. This error occurs when you have not entered mailbox
logon credentials in the printer's settings. If there is no option to enter
credentials, this printer does not support SMTP client submission; use either
direct send or Microsoft 365 or Office 365 SMTP relay instead. See How to set up
a multifunction device or application to send email using Microsoft 365 or
Office 365.


ERROR: 550 5.1.8 BAD OUTBOUND SENDER

This error indicates that the device is trying to send an email from a Microsoft
365 or Office 365 mailbox that is on a spam block list. For help, see Remove
blocked users from the Restricted Users portal.


FIX ISSUES WITH DIRECT SEND




I SET UP MY PRINTER FOR DIRECT SEND AND IT'S NOT SENDING EMAIL - OR - MY DEVICE
WAS SENDING EMAIL USING DIRECT SEND, BUT IT STOPPED WORKING

This can be caused by a number of issues.

 1. A common reason for issues with direct send is a blocked IP address. If
    antispam tools detect outbound spam from your organization, your IP address
    can be blocked by a spam block list. Check whether your IP address is on a
    block list by using a third-party service, such as MXToolbox or
    WhatIsMyIPAddress. Follow up with the organization that added your IP
    address to their block list. Microsoft 365 and Office 365 use block lists to
    protect our service. For help, see Remove blocked users from the Restricted
    Users portal.

 2. To rule out a problem with your device, send a test email to check your
    connection to Microsoft 365 or Office 365. To send a test email, follow
    these steps in the article, Use Telnet to Test SMTP Communication. If you
    can't connect to Microsoft 365 or Office 365, your network or ISP might have
    blocked communication using port 25. If you can't reverse this, use SMTP
    client submission instead.


ERROR: CLIENT WAS NOT AUTHENTICATED TO SEND ANONYMOUS MAIL DURING MAIL FROM

This indicates that you are connecting to the SMTP client submission endpoint
(smtp.office365.com), which can't be used for direct send. For direct send, use
the MX endpoint for your Microsoft 365 or Office 365 organization, which ends
with "mail.protection.outlook.com." You can find your MX endpoint by following
the steps in Option 2: Send mail directly from your printer or application to
Microsoft 365 or Office 365 (direct send).


MY EMAILS ARE NOT SENT TO RECIPIENTS WHO ARE NOT IN MY ORGANIZATION

This is by design. Direct send allows email to be sent only to recipients in
your organization that are hosted in Microsoft 365 or Office 365. If you need to
send to external recipients, use SMTP client submission or Microsoft 365 or
Office 365 SMTP relay.


THE MX ENDPOINT IS TOO LONG FOR THE PRINTER SETTING BOX. CAN I USE AN IP ADDRESS
INSTEAD?

It's not possible to use an IP address in place of an MX endpoint. This could
result in your not being able to send messages in the future. If the MX endpoint
is too long, consider using SMTP client submission, which has a shorter endpoint
(smtp.office365.com).


EMAILS FROM MY DEVICE ARE MARKED AS JUNK BY MICROSOFT 365 OR OFFICE 365

For direct send, we recommend using a device that sends from a static IP
address. This allows you to set up a Sender Policy Framework (SPF) record to
help prevent emails being marked as spam. Check that your SPF record is set up
with your static IP address. A network or ISP change could change your static IP
address. Update your SPF record to reflect this change. If you aren't sending
from your own static IP address, consider SMTP client submission instead.


FIX ISSUES WITH MICROSOFT 365 OR OFFICE 365 SMTP RELAY


I SET UP MY PRINTER FOR MICROSOFT 365 OR OFFICE 365 SMTP RELAY BUT IT'S NOT
SENDING EMAIL -OR- MY DEVICE WAS SENDING EMAIL USING SMTP RELAY, BUT IT STOPPED
WORKING

This can be caused by a number of issues.

 1. A common reason for issues with Microsoft 365 or Office 365 SMTP relay is a
    blocked IP address. If antispam tools detect outbound spam from your
    organization, your IP address can be blocked by a spam block list. Check
    whether your IP address is on a block list by using a third-party service,
    such as MXToolbox or WhatIsMyIPAddress. Follow up with the organization that
    added your IP address to their block list. Microsoft 365 and Office 365 use
    block lists to protect our service. For help, see Remove blocked users from
    the Restricted Users portal.

 2. To rule out a problem with your device, send a test email to check your
    connection to Microsoft 365 or Office 365. To send a test email, follow
    these steps in the article, Use Telnet to Test SMTP Communication. If you
    can't connect to Microsoft 365 or Office 365, your network or ISP might have
    blocked communication using port 25. If you can't reverse this, use SMTP
    client submission instead.


EMAILS ARE NO LONGER BEING SENT TO EXTERNAL RECIPIENTS

Network or ISP changes might change your static IP address. This results in your
connector not identifying and relaying your messages to external recipients.
Update your connector and your SPF record with the new IP address. Follow the
steps in Option 3: Configure a connector to send mail using Microsoft 365 or
Office 365 SMTP relay to edit your existing connector settings.


5.7.64 TENANTATTRIBUTION; RELAY ACCESS DENIED OR 4.4.62 MAIL SENT TO THE WRONG
OFFICE 365 REGION

This error indicates that email sent from your application or device is not
correctly attributed to your tenant. A common cause of this issue is a change in
your dedicated and static IP address or a change in the certificate used by your
application or device. Update the inbound connector with the new IP address or
new certificate information.


EMAILS FROM MY DEVICE ARE MARKED AS JUNK BY MICROSOFT 365 OR OFFICE 365

Microsoft 365 or Office 365 SMTP relay requires your device to send email from a
static IP address. Check that your SPF record is set up with your static IP
address. A network or ISP change could change your static IP address. Update
your SPF record to reflect this change. If you aren't sending from your own
static IP address, consider SMTP client submission instead.


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Feedback will be sent to Microsoft: By pressing the submit button, your feedback
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--------------------------------------------------------------------------------


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 * FIX EMAIL DELIVERY ISSUES FOR ERROR CODE 550 5.7.1 IN EXCHANGE ONLINE
   
   Learn how to fix email issues for error code 5.7.1 (and also 5.7.0 to
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 * HOW TO SET UP A MULTIFUNCTION DEVICE OR APPLICATION TO SEND EMAIL USING
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   Learn how to set up printers, scanners, LOB applications to send email using
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 * FIX EMAIL DELIVERY ISSUES FOR ERROR CODE 550 5.4.1 IN EXCHANGE ONLINE
   
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 * 550 5.7.1 MESSAGE REJECTED DUE TO CONTENT RESTRICTIONS IN EXCHANGE ONLINE
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   Describes the 550 5.7.1 non-delivery report that's returned when you send
   email to external recipients in Exchange Online Protection. Provides a
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 * REMOVE YOURSELF FROM THE BLOCKED SENDERS LIST - OFFICE 365
   
   In this article, you'll learn how to use the delist portal to remove yourself
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 * ENABLE OR DISABLE SMTP AUTH
   
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 * ORGANIZATION-WIDE DISCLAIMERS, SIGNATURES, FOOTERS, OR HEADERS IN EXCHANGE
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 * CANNOT SEND EMAILS TO AN EXTERNAL RECIPIENT - EXCHANGE
   
   Describes an issue in which you're told that the host name does not match the
   IP address.

   

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IN THIS ARTICLE

 1. My printer is already configured for email, but I don't know which
    configuration option it uses
 2. Fix issues with SMTP client submission
 3. Fix issues with direct send
 4. Fix issues with Microsoft 365 or Office 365 SMTP relay


English (United States)
Theme
 * Light
 * Dark
 * High contrast

 * Manage cookies
 * Previous Version Docs
 * Blog
 * Contribute
 * Privacy & Cookies
 * Terms of Use
 * Trademarks
 * © Microsoft 2021