topic Re: Can't scan to email MF644Cdw in Office Printers

Can't scan to email - imageCLASS MF644Cdw

wooduck — Wed, 15 Jan 2025 13:42:57 GMT

I'm running Windows 11.

When I try to scan to email from the printer I get error #839, which is the one saying the username or password is incorrect.

My email is a hotmail account (Microsoft). I'm certain this relates to Microsoft changing to two-factor authentication not too long ago.

I tried adding an App password from my Microsoft account, but that didn't work. Beyond that, I am at a loss.

SMTP server is: smtp.office365.com

SMTP port number is 587.

Any help is appreciated. Thanks.

Re: Can't scan to email MF644Cdw

shadowsports — Sun, 12 Jan 2025 16:07:55 GMT

Greetings,

Although I use gmail, this is what I found for hotmail/outlook.

SMTP server name smtp-mail.outlook.com
SMTP port 587
SMTP encryption method STARTTLS
Username is full hotmail/outlook email address
Use App Password

Re: Can't scan to email MF644Cdw

wooduck — Sun, 12 Jan 2025 18:55:38 GMT

Thanks, but unfortunately that doesn't work for me.

I think the server name you suggest is an out of date one, replaced by the one in my original message. I tried it anyway.

Also, there's no "STARTTLS" option for an encryption method. Just a "Use TLS for SMTP" check box with "Verify Certificate" and "Add CN to Verification Items" checkboxes under that (I checked all those boxes).

Anyone else with a hotmail or Microsoft365 account that is able to get scan to email working?

Re: Can't scan to email MF644Cdw

Lithoman — Mon, 13 Jan 2025 03:01:35 GMT

Office365 has made it difficult. Yes select TLS for SMTP. The other two you shouldn't need (verify cert and add CN to Verification items).

The rest your settings are correct. A note with app passwords, they are single use specific for a device. This can also make things difficult if it didn't take first time. Delete and recreate the app password. Then to verify, on the MFP side user your user name and in the password field use the one-time use one. That should do it.

Also, verify the firmware of the device is up-to-date.

Re: Can't scan to email MF644Cdw

wooduck — Tue, 14 Jan 2025 14:50:36 GMT

Thank you.

I tried deleting and recreating app passwords multiple times and it's still not working.

It's saying the firmware is up to date.

Any other ideas?

Re: Can't scan to email MF644Cdw

Lithoman — Tue, 14 Jan 2025 20:59:11 GMT

I just found a a document last month from Microsoft talking about requiering OAuth 2.0 for their email. Below is a link to a operator manual describing how to set this on the imageRUNNER Advance line, it hopefully will transfer to similar settings on your machine. Keep us posted please if this solves the issue.

Support for Cloud Mail Server Using OAuth2.0 - Canon - imagePRESS imageRUNNER ADVANCE DX imageRUNNER ADVANCE - User's Guide (Notification of New and Enhanced Functions)

Re: Can't scan to email MF644Cdw

wooduck — Wed, 15 Jan 2025 01:23:18 GMT

Thank you for the suggestion. That looked promising, but I couldn't find those options anywhere in the MF644 remote UI.

Re: Can't scan to email MF644Cdw

Lithoman — Wed, 15 Jan 2025 04:03:55 GMT

I was afraid of that. I know you said the machine checked the firmware level, do you know how to find what version it is?

Re: Can't scan to email MF644Cdw

shadowsports — Wed, 15 Jan 2025 12:12:58 GMT

The TLS option is fine. StartTLS simply means TLS and switching from a less secure authentication process to a secure one. You don't need the certificate option or the CN canonical name.

I'll look at this again tomorrow. It might be possible to use telnet from a command prompt for testing.

Re: Can't scan to email MF644Cdw

wooduck — Thu, 16 Jan 2025 01:48:26 GMT

I looked at the Remote UI and under version information it says the main controller is 13.01.

Re: Can't scan to email MF644Cdw

Lithoman — Thu, 16 Jan 2025 16:43:27 GMT

I did some looking at the knowledge base for that firmware. It is current and there was nothing listed addressing any new email security items.

With that said, Microsoft is pretty vague regarding what the current security needs are other than what we have discussed as well.

I chatted with my remote support team as well. The one thing that was brought up and overlooked is to make sure that the account emaill address is entered the same in both the E-Mail block and the user name in the setup area of the UI (user@hotmail.com), not just the name but the whole address. They said they see this a lot which would give the #839 code. Other than this I am at a loss, I really hope this helps.

Re: Can't scan to email MF644Cdw

wooduck — Mon, 20 Jan 2025 12:55:12 GMT

Thanks - I'll try checking the email address and let you know.

Re: Can't scan to email MF644Cdw

wooduck — Sat, 25 Jan 2025 18:36:12 GMT

OK I check the email addresses and they both match and are correct. I'm not sure what else to do other than try calling customer support.