Scan to Email Stopped Working? Here's Why and How Xerox Keeps You Running

Submitted by Byanka Ramos on Fri, 5 Sep 2025 - 16:54

Xerox printer touchscreen with Scan to Email app

If your office relies on the scan-to-email feature on your printer or multifunction device (MFP) and it's suddenly stopped working, fear not. Across industries, organizations are discovering that scanning directly to email is failing or behaving inconsistently, especially if they’re using Microsoft 365 or Google Workspace.

At Strategic Technology Partners of Texas, we’ve been tracking this issue closely. As Xerox partners, we not only understand what’s happening behind the scenes, but we also offer practical solutions that keep your office workflows running smoothly.

In this article, you’ll learn why scan-to-email is breaking across devices like Ricoh, Canon, Brother, HP, and even older Xerox models, and how Xerox’s updated apps are ready to fix the issue for good.

What’s Going On With Scan to Email?

Here is some context on the issue.

Many MFPs use a method called Basic Authentication to send scanned documents to email addresses. It’s been the standard for decades because it’s simple. You enter a username and password, and the machine sends your scan via SMTP (Simple Mail Transfer Protocol) to your email.

However, the downside to this simple method is that it’s not very secure. Basic Authentication sends credentials in plaintext, making it a target for cyberattacks. That’s why Google and Microsoft are shutting it down:

Google Workspace ended Basic Authentication support on May 1, 2025.
Microsoft 365 (Exchange Online) disabled Basic Authentication across all tenants as of December 31, 2022.

If your printer depends on Basic Authentication for scan-to-email, and you use Microsoft or Google services, your scans won't go through anymore.

What About Other Printer Brands?

This issue isn’t specific to one brand. It’s impacting most major manufacturers:

Ricoh is notifying users that scan-to-email using Microsoft or Google accounts will stop working unless they move to a new solution.
Canon, Brother, and HP models also rely on Basic Authentication for SMTP email transmission.
Even older Xerox devices that don’t support Modern Authentication (OAuth 2.0) are affected.

That’s because the issue doesn’t lie in the hardware, but in how these devices authenticate with email servers.

What’s the Alternative?

The new standard is called OAuth 2.0, also known as Modern Authentication. It’s more secure and supports Multi-Factor Authentication (MFA). Microsoft and Google now require OAuth for all app connections, including printers.

The problem is that most MFPs can’t use OAuth directly, at least not without updates or new apps. And if your printer can’t authenticate securely, scan-to-email fails.

So, what do you do?

How Xerox Solves This Problem

If you own a Xerox device, you’ll be happy to hear that they are ahead of the curve. Their engineering team anticipated this change and released two apps that solve the problem without needing complicated solutions.

Below, we’ll go over two ways you can securely scan to email on a Xerox device:

1. Xerox Scan to Cloud Email App (Free)

Xerox Scan to Cloud Email App

Best for: Xerox VersaLink and AltaLink devices (ConnectKey-enabled)

This app gives you everything you loved about scan-to-email, but without needing to connect to Microsoft or Google mail servers directly.

No email server setup
No Microsoft or Google login required
Simple interface, familiar experience
Save up to 50 recipients
Rename files, add subject lines, and include a message
Free to install via theXerox App Gallery

Setup Tip: You just need a Xerox App Gallery account and a supported device. We help our clients set this up in minutes. Check out the app here.

Button: Reach Out to Us

2. Connect for Microsoft Exchange Online (Requires License)

Connect for Microsoft Exchange Online recipient list

Best for: Businesses that want to scan using their Microsoft 365 credentials

This app uses OAuth 2.0 to connect directly to Microsoft Exchange Online securely and with full compatibility.

Supports OAuth 2.0 and SSO
Integrates with Microsoft’s Global Address Book
Secure login using username/password or mobile QR code
Ideal for enterprises with IT-managed accounts
Available in the Xerox App Gallery

If you're scanning documents into Office 365 email accounts, this is the solution that ensures long-term compatibility. Check out the app here.

Free Trial Available: You can try the Xerox Connect App for Exchange Online free for 30 days. After the trial, you can purchase a subscription directly via the app’s Subscribe button.

Pro Tip: Reach out to us first. We can set you up with a free trial and walk you through the installation.

What If I Don’t Have a ConnectKey-Enabled Xerox?

Good question. Not all Xerox devices are VersaLink or AltaLink models. If you're using a different Xerox model, you still have options. However, they vary by model and firmware version.

Here’s what we recommend:

Contact us to check compatibility and available apps for your specific model.
Some legacy models may require a firmware update or configuration change.
In certain cases, Scan to Folder (network scan) is a viable short-term alternative if scan-to-email is broken.

We can guide you through what’s possible and make the process smooth and stress-free.

Why This Change Matters Now

This isn’t just a temporary glitch. Both Microsoft and Google have completely moved away from Basic Authentication. According to Microsoft:

"Basic authentication is an outdated industry standard. Threats posed by it have only increased... Modern authentication (OAuth 2.0) has many benefits that help mitigate these issues."

In fact, Microsoft is going even further:

They’re permanently removing Basic Authentication for SMTP AUTH submissions by March 2026.
They're pushing customers to adopt Zero Trust and conditional access policies.

This is a permanent change in how all cloud-based email systems work, and it will affect your MFP’s ability to scan directly to email.

Take Action Now. Don’t Wait for Scanning to Break

We understand that change can be frustrating, especially when it affects simple tasks like scanning to email. The good news is, there are solutions available, and Xerox has them ready to help make things easier for you.

If you’re using a Ricoh, Canon, Brother, HP, or an older Xerox device, you might find it tricky to scan to email lately. The issue isn’t with the printer itself but with outdated authentication methods that are no longer supported for security reasons.