E-mail function of some apps fails when sending via port 465 or 587 with SSL/TLS required

What you will see

The e-mail function of the apps mentioned below fails and may cause the following scenarios:

Application	Observed Behavior
Advanced E-mail Settings	The message “E-mail Server Configuration Error. Please Contact your System Administrator.” displays on the control panel. Or e-mail may not be sent successfully, and no error message is displayed on the control panel. Important! This issue ONLY occurs when the AccuRead OCR app is installed, and OCR is turned ON in the Advanced E-mail Settings’ configure page.
E-mail Size Limiter	Print an error log “Connection Failure -7. No e-mail is received on the destination address.” Or e-mail may not be sent successfully, and no error message is displayed on the control panel.
Scan to Network Premium (SNF)	E-mail is not sent successfully, and no error message is displayed on the control panel.
Device Quotas Multi Send Fax forward	There is no generic error message; each app may show different symptoms.
Solution Composer (SoCo)	Any scan to e-mail-related workflow or solution generated via SoCo does not work.
Education Station (EdSta)	Cannot send the e-mail report after grading a test. An "e-mail transmission failed" message shows on the printed confirmation page.
Embedded Lexmark Services Monitor (eLSM)	By clicking on "Send Test Email" on the eLSM Administration, it will show that Test e-mail was successfully sent but the Test Email Address will not receive an email notification. Should there be any Email Alerts set on the eLSM, the recipient will not receive any alerts.
Customer Support App	The Email function for this app fails to work and will post an email error on the control panel. This app is not using the built-in email service that causes the issue. Note: Scan to Email works fine. The app does not support SSL.

The preceding behaviors happen when the “Primary SMTP Gateway Port” is set to 465 or 587, and “Use SSL/TLS” is set to Required under the printer’s embedded web server (EWS) > Settings > E-mail/FTP Settings > SMTP Setup.

Recommended solution

If...	Then...
The affected apps are... Advanced E-mail Settings E-mail Size Limiter Scan to Network Premium	Update your MX, CX, XM, or XC printer firmware to EC5 (P543) or higher.
Update your X548, X74x, X792, X925, or X95x printer firmware to EC4 (P440) or higher.
The affected apps are... Device Quotas Multi Send Fax forward	There may be added limitations on these apps. Please contact your next level of support or Lexmark Technical Support for assistance.
The affected app is Solution Composer and the workflow created involves Scan to E-mail with security or authentication required (e.g., SMTP server uses port 587 [SSL] with authentication)...	Make sure you select Secure Scan to E-mail and configure it with the SMTP Server’s security and authentication settings. Note: Secure Scan to E-mail allows the user to specify the security and authentication settings to match with the printer's SMTP Server Setup.
The affected apps are... Education Station Embedded Lexmark Services Monitor Customer Support App	Use another SMTP server that does not require SSL/TLS (i.e., port 25). By design, the apps mentioned on the left-hand side section do not support emailing reports using SMTP servers that require SSL/TLS. Note: Should you need further assistance, contact your next level of support or Lexmark Technical Support.

NOTE: The following printer models do not support E-mail connections with SSL/TLS ports 465/587.

X26x

X36x

An x denotes any number within a given printer model series.

Additional information may be requested by the support agent.

LEGACY ID: SO7501

The Device Quotas, Multi Send, and Fax forward apps use an EmailSvc component that facilitates e-mail messages, including attachments, through an SMTP server without using any built-in eSF workflows or services.NOTE: SSL may not work with all e-mail servers. In order for SSL to work, the SMTP e-mail server that the EmailSvc sends mail through must have client authentication disabled. However, if turning off client authentication is not possible, contact your Lexmark representative to inquire about a possible Special Product Request (SPR).

For Education Station, contact your Lexmark representative to inquire about a possible SPR for a build that can support SSL/TLS or to consider using the Testing and Grading Solution (TGX) app, which is the next generation of the app that supports SSL/TLS.NOTE: Additional fees may apply for an SPR. Requests are granted based on several factors, including cost, complexity, and possible side effects on other MFP functions.

For Embedded Lexmark Services Monitor, contact your Lexmark representative to inquire about a possible SPR for a build that can support SSL/TLS.NOTE: Additional fees may apply for an SPR. Requests are granted based on several factors, including cost, complexity, and possible side effects on other MFP functions.

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