Xerox Printer Troubleshooting Guide
How to Troubleshoot Scan to Email Not Working on Xerox Machines
Last reviewed: June 2026 | Reviewed by: Benchmark Office Systems technical support team
If scan to email stops working on a Xerox printer or multifunction device, the cause is usually one of four things: an active device fault, incorrect SMTP credentials, a scan file that is too large, or DNS settings that no longer match the customer’s network.
Please note: Not all Xerox machines look exactly the same, and menu paths vary by model family. This guide focuses on common VersaLink and AltaLink scan-to-email troubleshooting paths through the embedded web server. Some steps require administrator access. Use customer-approved credentials and avoid repeated failed login attempts, because some devices may lock access after multiple incorrect attempts.
Quick Answer: Why Did Scan to Email Stop Working?
Scan to email usually stops working when the sending email account credentials change, a Gmail or SMTP security setting changes, a scanned file is too large to send, DNS settings are incorrect, or the Xerox device has another active fault. Start by checking active fault codes. If the device is otherwise healthy, verify the sending email credentials, then check file size settings and DNS settings.
Symptoms This Guide Covers
This guide may help if you are seeing any of the following issues:
- Scan to email used to work but no longer sends.
- The device scans the document, but the email never arrives.
- Test scans fail.
- Large documents fail to send, while smaller scans may work.
- Scan to email stopped working after an email password change.
- Scan to email stopped working after a network, DNS, router, or internet provider change.
- The device shows an active fault or alert while scan to email is failing.
What Changed Before Scan to Email Stopped?
Before changing settings, identify the pattern. That usually tells you whether to start with credentials, file size, DNS, or device faults.
| If This Is Happening | Likely Issue | What To Check First |
|---|---|---|
| Scan to email stopped after an email password change. | The printer may still be using the old SMTP password or app password. | Verify the device email address, SMTP username, and SMTP password. |
| A Gmail-based sender account is being used. | Google account security may require an app password or another approved sending method. | Confirm the current Google/Gmail sending setup and update the printer’s SMTP authentication if needed. |
| Small scans work, but large scans fail. | The scan attachment may exceed the configured message size or total job size limits. | Adjust image quality/file size and maximum data size settings. |
| Scan to email stopped after a network change. | The printer’s DNS settings may no longer match the current network. | Confirm DNS from a computer on the same network, then update the printer’s DNS settings. |
| The device is showing other faults or alerts. | A device issue may be interfering with the scan workflow. | Check Device > Notifications > History before changing email settings. |
Which Xerox Products Would This Apply To?
This guide applies primarily to Xerox VersaLink and AltaLink devices that use SMTP-based scan to email settings managed through the embedded web server.
The exact screens vary by model family, but the same troubleshooting logic often applies to Xerox multifunction devices that support scan to email, including many VersaLink and AltaLink models used in office environments.
Before You Start
Before changing settings, gather the information you will need.
- The printer’s IP address.
- The sending email address used by the Xerox device.
- The current password, app password, or SMTP authentication details for that sending account.
- Administrator access to the Xerox embedded web server.
- Confirmation of any recent email password, network, router, DNS, internet provider, or email security changes.
- Whether the problem affects every scan or only large scan jobs.
Security note: Do not guess administrator passwords or publish device credentials in shared documentation. If access is unknown, work with the customer’s authorized administrator, IT provider, or Benchmark support.
Step 1: Check for Active Device Faults
Before changing email settings, check whether the printer is reporting active faults or alerts. Scan to email may fail when the device is experiencing another problem.
At the device touch screen:
- Select Device.
- Select Notifications.
- Select History.
- Review recent fault codes and alerts.
If the machine is showing unrelated fault or alert conditions, resolve those first. Scan to email troubleshooting is much cleaner when the device is otherwise healthy.
Step 2: Verify the Scan to Email Credentials
If the sending email account password has changed, scan to email will stop working until the Xerox device is updated. Confirm that the device email address, SMTP username, SMTP password or app password, and mailbox access are all current.
If the sender account uses Gmail or Google Workspace, standard username-and-password SMTP access may no longer be accepted in many configurations. Use the sending method approved by the customer’s Google or IT administrator.
VersaLink: Verify Credentials
From a computer on the same network, enter the printer’s IP address into a web browser to open the embedded web server. Log in with authorized administrator access. Go to Apps, open Email, and use the Setup option for SMTP. Verify that the Device Email field matches the account being used, then review the Outgoing SMTP Authentication section. Update the SMTP username and password if needed.
VersaLink does not provide a built-in SMTP test in this flow, so after saving changes, send a real test scan.
VersaLink credential screens
AltaLink: Verify Credentials
From a computer on the same network, enter the printer’s IP address into a web browser to open the embedded web server. Log in with authorized administrator access, then go to Properties. Navigate to Apps > Email > Set Up. On the SMTP line, select Edit. In the Required Information tab, verify that the Device Email Address matches the account being used.
Then open the SMTP Authentication tab. Enter the login name, password, retype the password, and save the new password if required. Use the Test Configuration tab to send a test email and confirm that the credentials are working.
AltaLink credential screens
Step 3: Check File Size Settings
If scan to email fails only on larger documents, the scan attachment may be exceeding the configured size limits. Start by sending a small test scan. If smaller scans work but larger ones fail, adjust the file size settings.
VersaLink: Adjust File Size Settings
On VersaLink, log in through the embedded web server, go to Apps, and open Email. Scroll until you reach General Settings and Policies and Scan to Apps General Settings. Under General Settings and Policies, review Image Quality/File Size. The source workflow recommends using Normal/Smallest as a starting point. Under Scan to Apps General Settings, open Maximum Total Data Size and increase it as needed within the available range. Then retry scan to email.
VersaLink file size settings
AltaLink: Adjust File Size Settings
On AltaLink, log in through the embedded web server, go to Properties > Apps > Email > Set Up, then edit SMTP. Open the File Size Management tab. Review the available settings for Maximum Message Size, Number of Fragments, and Total Job Size. Adjust as needed, click Apply, and retry the scan.
The source workflow notes that fragments are used to split attachments into segments so email clients can handle file-size restrictions more easily.
AltaLink file size management
Step 4: Check DNS Settings
If the customer’s network has changed, the printer’s DNS settings may no longer match the current network. Incorrect DNS can prevent the device from communicating with outside email servers.
First, Get the Current DNS From a Windows Computer
From a Windows computer on the same network:
- Open Command Prompt.
- Type ipconfig /all.
- Press Enter.
- Scroll to the active Ethernet or network adapter section.
- Record the DNS servers in the order shown.
- Record the connection-specific DNS suffix if one is listed.
If no DNS suffix is listed, the source workflow notes that local.domain may be used in this context.
Windows DNS lookup example
VersaLink: Verify and Update DNS
To review DNS on VersaLink, log in through the embedded web server. Go to Connectivity on the left menu, then select Ethernet in the Connections section. In the Ethernet settings, scroll to the DNS area and review the current entries. If changes are needed, select Edit, then enter the correct domain name, primary server, and any alternate servers that match the current network. Save the changes and test scan to email again.
VersaLink DNS settings
AltaLink: Verify and Update DNS
To review DNS on AltaLink, log in through the embedded web server. Go to Properties, then Connectivity > Setup. Locate Wired Connection and select Edit. Open IP (Internet Protocol), then choose Show DNS Settings. Verify that the requested domain name is correct, then enter DNS server addresses that match the current network settings. Click Apply and retry scan to email.
AltaLink DNS settings
Step 5: Test the Fix
After each change, test before moving on to another section. Start with a small, simple document. If that works, retry the original scan job that was failing.
- For VersaLink, send a real test scan because the source workflow notes there is no built-in SMTP test option in that path.
- For AltaLink, use the Test Configuration option when working in SMTP settings, then send a real scan as a final confirmation.
- If smaller scans work but larger scans still fail, return to file-size settings.
- If no scans work after credentials are confirmed, review DNS settings and active fault history.
Common Troubleshooting Notes
- If scan to email stopped after a password change, check SMTP credentials first.
- If Gmail or Google Workspace is used as the sending account, review the customer’s approved SMTP or app-password setup.
- If only large jobs fail, check file size settings before changing DNS.
- If scan to email stopped after a network change, compare the printer’s DNS settings to a current computer on the same network.
- Test after each section instead of changing credentials, file size, and DNS all at once.
- If DNS and SMTP are managed by the customer’s IT team, coordinate changes with them before editing the device settings.
When to Contact Benchmark
Contact Benchmark if scan to email still fails after credentials, file size settings, DNS settings, and active faults have been reviewed.
- The device settings look correct but scan to email still fails.
- The customer does not know the administrator credentials.
- The email account password, app password, or SMTP details are unknown.
- The machine is also showing fault codes.
- DNS or network settings are managed by the customer’s IT team.
- You need help determining whether the issue is credentials, file size, DNS, or something else.
Frequently Asked Questions About Xerox Scan to Email Not Working
Why did scan to email stop working on my Xerox machine?
Scan to email can stop working when SMTP credentials change, Gmail or email security settings change, scanned files exceed size limits, DNS settings are incorrect, or the Xerox device has another active fault.
What should I check first when Xerox scan to email fails?
Start by checking active device faults at the touch screen. If there are no unrelated faults, verify the sending email account, SMTP username, and SMTP password or app password.
Why does scan to email fail after an email password change?
The Xerox device may still be using the old SMTP password. Update the device’s scan to email credentials through the embedded web server, then send a test scan.
Why do only large scan to email jobs fail?
Large scan jobs may exceed the maximum message size, total job size, or attachment size settings. Check image quality/file size settings and maximum data size settings for the Xerox model.
Can DNS settings stop Xerox scan to email from working?
Yes. If the network changes and the Xerox device has outdated DNS settings, the device may not be able to communicate with outside email servers. Compare the printer’s DNS settings to a current computer on the same network.
Does Gmail require an app password for scan to email?
Some Gmail and Google Workspace configurations may require an app password or another approved sending method instead of a standard account password. Check the customer’s Google account and organization security settings before updating the Xerox device.
When should I contact Benchmark for scan to email support?
Contact Benchmark if the device settings look correct but scan to email still fails, administrator access is unavailable, email credentials are unknown, the machine is showing fault codes, or DNS settings are managed by the customer’s IT provider.
Need Help With Xerox Scan to Email?
If scan to email is still not working after checking credentials, file size settings, DNS settings, and device alerts, Benchmark can help identify the next step.
