Scan to email not being delivered for some users - LED=550 5.4.1 Recipient address rejected: Access denied.

Question

Hello, hello! So, every once in a while I will see one of our 3000-something users are not able to scan to email successfully. ALL of our copiers are Lexmark. We have it sent through an SMTP Relay Server on-site, so the errors are logged in the MessageTracking folder within Exchange on-site. We are a hybrid environment, by which I mean, everything is hosted with Microsoft except AD and the SMTP relay as this needs to be onsite due to our EMR Epic sending tons of emails internally.

These troubled emails are all internal addresses. In short, it is a basic Access Denied error - LED=550 5.4.1 Recipient address rejected: Access denied. The email addresses are legit. They get emails from all other sources. Only the scan-to-email from the Lexmark copiers gets rejected. I'm not sure what other info someone may need to help troubleshoot but it drives me crazy at times as I am the Exchange Admin for our Hospital.

I have even given these users a secondary email alias, hoping that would somehow trick the system so to speak, and nothing comes through. If I 'cc' myself on the same scan, of course, I get it. The address it comes from isn't an actual mailbox, but rather a made-up alias for the copier to use (PrinterNoReply@xxx), so I doubt it has much to do with that since hundreds if not thousands of scans go out daily internally.

Any ideas? I'd be glad to post any info needed from the logs if it is secure. Thanks a ton --Kirk

Answer 1

Hi, @Chapman,Kirk

From your description, I learned that the error is specific to emails originating from your Lexmark copiers and being sent via your on-site SMTP relay.

As the first step in troubleshooting, you need to check whether your configuration is correct as described in the following article.

How to set up a multifunction device or application to send emails using Microsoft 365 or Office 365 | Microsoft Learn

Lexmark MFP Scan to Office365 (datasharp.uk.com)

Depending on your situation, you can try the following suggestions:

1.Make it a priority to check for spelling errors in your email address, even if it sounds incredible.

2.Ensure that the SMTP relay server is properly configured to allow email from Lexmark copiers. Verify that the IP address of the copier is whitelisted on the SMTP relay server.

3.If your SMTP relay requires authentication, verify that the Lexmark copier is using the correct credentials and has sufficient permissions to send email.

4.If you're using Exchange Online Protection (EOP), make sure that the recipient address is listed correctly in the directory. If the recipient address is not found in the directory, DBEB may reject the email.

5.Try sending a test email directly from the SMTP relay server to the problematic addresses to see if you can replicate the issue outside of the Lexmark copiers. If possible, temporarily bypass the relay to see if the emails go through directly, which can help to isolate whether the issue is with the copiers, the relay, or Exchange.

6.Trying to update your device or software will usually fix some known issues.

The following articles can help you troubleshoot the problem in more detail.

Fix issues with printers, scanners, and LOB apps that send email using Microsoft 365 - Exchange | Microsoft Learn

Fix NDR error code 550 5.4.1 in Exchange Online - Exchange | Microsoft Learn

Problems when sending emails from your device aren't easy to fix, and the first reply may not resolve the issue immediately, we'll work together to find a solution.

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Answer 2

If you are sending these through on-prem that then get routed to the 365 mailboxes, that error indicates to me that the remote mailbox on-prem is not configured correctly.

Check one that is not working.

1. Does it have the user@MyTenant.mail.onmicrosoft.com remote routing address set and does that exist for the synced user in 365?
2. If it does, then modify the remote mailbox on-prem ( change the display name for example). Let it sync the changes and then send the scanner email again and see if it works after that.