Fix Microsoft 365 Scan to Email Sending Without Attachments
Question details
Users are experiencing an issue where a scanner successfully sends an email through Microsoft 365, but the scanned document attachment is completely missing.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Using a multifunction printer or scanner to send scanned documents to an email address via Microsoft 365 SMTP relay.
- Observed behavior
- Emails are delivered successfully with no error messages, but the scanned document attachments are stripped or missing from the delivered messages.
Ensure your scanner's firmware is fully updated and verify that the Microsoft 365 account used for sending has an active Exchange Online license and sufficient mailbox storage.
Reconfigure Scanner SMTP and Authentication Settings
Update your scanner's network and email settings to ensure it correctly communicates with Microsoft 365 using the proper SMTP server, port, and SSL/TLS encryption.
Incorrect SMTP configuration is the most common reason for failed attachment delivery. By enforcing correct SSL/TLS protocols, the scanner can properly package and encrypt the attachment for Microsoft 365.
Find your scanner's IP address and enter it into a web browser on a computer connected to the same network to access the administration panel.
Navigate to the Network, Email, or Scan-to-Email configuration section within the scanner's web interface.
Set the SMTP server address to smtp.office365.com and ensure the port is set to 587 (recommended) or 25.
Check the box to enable SSL/TLS encryption. Enter the full email address and password of your active Microsoft 365 mailbox in the SMTP authentication fields.
Save the new configuration settings. Perform a test scan using a single page at a low resolution to verify the attachment is now delivered.
Verify Microsoft 365 Authenticated SMTP Policies
Check if your organization's Microsoft 365 tenant restricts outbound SMTP or requires Authenticated SMTP to be manually enabled for the specific user account.
Check Firewall Rules and Network Filters
Network firewalls or security appliances might strip attachments or block specific SMTP data packets. Review your network logs to identify blockages.
Manage Your Scanned Documents Seamlessly with WPS Office
While resolving Microsoft 365 server and scanner relay issues, use WPS Office as a lightweight, fully compatible alternative to manage your daily document workflows. Easily open, edit, merge, and share your scanned PDFs and Word documents without the heavy overhead.
- 1. Open scanned files: Launch WPS Office and open your scanned PDF or image document.
- 2. Edit or compress: Use the integrated PDF tools to annotate, compress the file size, or merge multiple scans into a single document.
- 3. Share via email: Click the 'Menu' button, select 'Share', and choose 'Email' to quickly send the document directly through your default mail client.
Frequently Asked Questions
Why does my scanner send emails successfully but drop the attachments?
This commonly occurs due to incorrect SSL/TLS configurations on the scanner, outdated scanner firmware, file size limits exceeding the server's maximum message size, or network firewalls stripping the attachment during transmission.
Which SMTP port should I use for Microsoft 365 scan to email?
It is highly recommended to use port 587 with SSL/TLS encryption enabled. This allows for secure, authenticated SMTP submission via smtp.office365.com.
Do I need a specific Microsoft 365 license for a scanner email account?
Yes. If you are using the authenticated SMTP client submission method, the account configured on the scanner must have an active Exchange Online license to send emails and process attachments.
How can I test if the attachment issue is caused by file size?
Scan a very small document, such as a single blank page, at the lowest possible resolution. If the blank page arrives with the attachment intact but larger documents fail, the issue is related to network timeouts or attachment size limits.
