Many users rely on the scan-to-email feature on their Xerox WorkCentre devices for seamless document workflows. However, integrating these devices with modern email services like Microsoft 365 can sometimes present challenges, particularly concerning security protocols. This article addresses a common issue where Xerox WorkCentre printers fail to send emails via Microsoft 365 when using STARTTLS encryption, and explores how firmware updates play a crucial role in resolving this.
Understanding the Issue: TLS 1.2 and Microsoft 365
Microsoft 365, like many contemporary email providers, has strengthened its security requirements over time. A significant change involves the mandatory use of TLS 1.2 (Transport Layer Security) for secure email communication when using STARTTLS. Older Xerox WorkCentre firmware versions, particularly those predating 2017, often only support TLS 1.0 for email transmission. This incompatibility can lead to scan-to-email failures when attempting to use STARTTLS with Microsoft 365.
The symptom of this issue is often the inability to send emails when “Connection Encryption” is set to STARTTLS in the Xerox device’s email settings. Interestingly, emails might send successfully if encryption is set to “None”. This workaround functions because of Microsoft 365’s “Connector” feature, which can be configured to accept unauthenticated email from specific IP addresses, bypassing the need for TLS encryption and authentication altogether. However, this unencrypted method is not recommended for security reasons.
Diagnosing the TLS Issue on Xerox WorkCentre
To confirm if TLS version incompatibility is the root cause of scan-to-email failures, you can employ a few diagnostic steps directly on your Xerox WorkCentre device:
- Protocol Logging: Enable protocol logging on your Xerox printer. This feature records communication logs, which can be invaluable for troubleshooting.
- Test Email with STARTTLS: Attempt to send a scan-to-email using the STARTTLS encryption setting. Observe if the email fails to send.
- Review Audit Logs: Access the audit logs on the printer. These logs, often in plain text format, may contain TLS-related logs.
- Examine TLS Logs: Within the audit logs, specifically look for TLS logs. These logs might reveal dropped connections, which can indicate a TLS version mismatch.
If the logs suggest dropped connections during STARTTLS attempts, and you suspect a TLS version issue, the next step is to verify your Xerox WorkCentre’s firmware version.
Firmware Version and TLS 1.2 Support
Xerox officially states that TLS 1.2 support for email (scan to email functionality) was introduced in firmware version 073.xxx.197.28500, released in 2017. If your WorkCentre device is running a firmware version older than this, it likely only supports TLS 1.0 for email and will be incompatible with Microsoft 365’s current security requirements when using STARTTLS.
To check your current firmware version, navigate to the device’s control panel or web interface and look for the “Software Version” or “Firmware Version” information under system settings or device information.
Updating Xerox WorkCentre Firmware for TLS 1.2
If your firmware version is outdated, updating it is crucial to restore scan-to-email functionality with Microsoft 365 using STARTTLS. Xerox offers different firmware update packages, and it’s important to select the correct one for your WorkCentre model (e.g., WorkCentre 7830, 7835, 7845, 7855).
Manual vs. Automatic Updates:
Xerox provides both manual and automatic firmware update options. In some cases, especially for older devices or specific firmware versions, a manual update might be necessary. It’s important to note the type of controller your device uses:
- Built-in Controller: Some older documentation might refer to “Digital Front End: built-in controller.”
- Fiery Controller: Certain models or configurations might use a Fiery controller, which could have separate firmware considerations.
When downloading firmware updates from the Xerox support website, carefully review the documentation to ensure compatibility with your specific WorkCentre model and controller type. Look for release notes that explicitly mention TLS 1.2 support for scan to email.
Recommended Firmware Version:
For WorkCentre 7845/7855 models, firmware version 073.040.019.14200 (released in 2019) and later non-SPAR versions are recommended as they include TLS 1.2 support for scan to email. Firmware versions 073.xxx.197.28500 (and newer from 2017 onwards) should also provide the necessary TLS 1.2 support.
Steps to Update Firmware (Manual Update Example):
- Download the Correct Firmware: Visit the Xerox support website and locate the firmware update package for your specific WorkCentre model (e.g., “WC7845-7855 Manual Upgrade Version 073.040.019.14200”).
- Review Documentation: Carefully read the installation instructions and release notes accompanying the firmware package.
- Prepare a USB Drive (if applicable): Some manual update methods may involve using a USB drive to transfer the firmware to the printer.
- Access Device Maintenance Mode: Follow the instructions in the firmware documentation to access the device’s maintenance or upgrade mode.
- Install Firmware: Initiate the firmware update process, following the on-screen prompts and the documentation.
- Verify Firmware Version: After the update, verify that the firmware version has been successfully updated to the desired version.
- Test Scan to Email with STARTTLS: Configure your scan-to-email settings to use STARTTLS and test if emails are now sending successfully via Microsoft 365.
Caution: Firmware updates can sometimes be complex. If you are unsure about the process, it is recommended to consult your IT support or contact Xerox support for assistance.
Conclusion
Encountering scan-to-email failures with Microsoft 365 on older Xerox WorkCentre devices is often attributable to outdated firmware lacking TLS 1.2 support. By diagnosing the issue through protocol logging and audit log review, and subsequently updating the firmware to a version that supports TLS 1.2 for email, you can restore secure and reliable scan-to-email functionality. Regularly updating your Xerox WorkCentre firmware is not only essential for maintaining compatibility with evolving security standards like those of Microsoft 365 but also for ensuring optimal performance and security of your device.
