Other Problems May 14, 2026 by zakaria

Konica Minolta Bizhub Scan to Email / Folder Not Working – Troubleshooting Guide

Scan to Email and Scan to Folder are two of the most heavily used network scanning functions on any Bizhub machine. When they fail, productivity stops. The machine often shows vague messages: “Server connection error”, “Login error”, or simply “Cannot connect to shared folder” without a clear reason. Unlike paper jams or image defects, network scanning issues rarely trigger a service call code – they require a systematic, multi‑layer diagnostic approach.

In this guide, we will walk through every possible cause: from incorrect SMTP settings and modern authentication requirements (OAuth 2.0, App Passwords) to SMB protocol mismatches, Windows permission changes, and even firewall rules or expired certificates. By the end you will have a clear action plan to restore both email and folder scanning.

Possible Causes

Scan to Email failures often originate from:

  • Incorrect SMTP server address, port number or encryption type (SSL/TLS/STARTTLS)
  • Authentication failures – wrong username/password, or use of Basic Authentication where OAuth 2.0 is now required (Microsoft 365, Google Workspace)
  • Device certificate conflict (especially after migrating to Office 365)
  • Firewall or network restrictions blocking outgoing SMTP ports (25, 465, 587)
  • Email size exceeding server limits
  • Corrupt firmware or network settings on the MFP board

Scan to Folder (SMB) failures are typically caused by:

  • SMB version mismatch – Windows disables insecure SMBv1, while older Bizhub models may rely on it
  • Password‑protected sharing turned on by a Windows update
  • Expired or changed password for the scan user account
  • Incorrect share or NTFS folder permissions (missing Write or Full Control)
  • Computer name changed or DNS resolution failure
  • Firewall blocking SMB ports (TCP 139, 445)
  • Windows update that unexpectedly resets sharing settings

Step‑by‑Step Troubleshooting

Step 1 – Verify Basic Network Connectivity

Before touching any email or folder settings, confirm that the Bizhub can reach your network and the internet (for email).

  1. From the machine’s control panel, go to Utility → Device Information → Network Information and note the IP address, subnet mask and gateway.
  2. Using a laptop on the same network, ping the Bizhub’s IP address. You should receive replies with no loss.
  3. From the Bizhub web interface (enter its IP in a browser), navigate to Maintenance → Network Test and ping an external IP (e.g. 8.8.8.8) and a hostname (e.g. smtp.gmail.com). Both must succeed.

Result: If ping fails, fix your IP configuration, cabling or Wi‑Fi connection first. If pings succeed, proceed to Step 2.

Step 2 – Scan to Email Troubleshooting

2.1 Check SMTP Server Settings

Incorrect SMTP parameters are the #1 cause of “Server connection error” on Bizhub devices. Access the email settings via Utility → Administrator Settings → Network Settings → Email Settings (exact path may vary by model; refer to the service manual). Verify:

  • SMTP Server Address – e.g. smtp.gmail.com, smtp.office365.com, or mail.yourdomain.com. Do not use an IP address unless your SMTP server has a static IP.
  • Port Number – Common ports: 25 (unencrypted, often blocked), 465 (SSL/TLS), 587 (STARTTLS).
  • Encryption – Match the encryption method your provider requires. For Office 365, use TLS/STARTTLS on port 587.
  • Email Address and Authentication – Enter the full sender email address. If authentication is required, enter the username (often the full email) and password. The error code 535 on Bizhub indicates an authentication failure.

If you are using Microsoft 365 or Google Workspace, proceed to Section 2.2 – they no longer accept basic username/password authentication.

2.2 Modern Authentication for Office 365 and Google Workspace

For Office 365: Microsoft ended basic authentication for SMTP on September 30, 2024. Your Bizhub must use one of these methods:

  1. SMTP Relay (Option 2 in Microsoft’s guide): Configure the machine to use your organisation’s MX endpoint (e.g. yourcompany.mail.protection.outlook.com). No authentication is required if your network public IP is added to an Exchange Online connector. However, recipients must be internal to your domain.
  2. SMTP Client Submission (Option 3): Requires a licensed Exchange Online mailbox, authentication, and TLS on port 587. If the machine still fails, try removing the device certificate (Administrator → Security → PKI Settings → Device Certificate Setting) – this has resolved Office 365 scan‑to‑email issues on Bizhub 364e and other models.
  3. Direct Send (Option 1): Use your MX endpoint on port 25. Limited to internal recipients only and often blocked by firewalls.

For Google Workspace: Google disabled “Less secure app access” in March 2025. You must now use either:

  • OAuth 2.0 – Supported on newer i‑series Bizhub models (firmware update required). The machine will redirect to a Google login page to grant access tokens.
  • App Password – If your Bizhub does not support OAuth 2.0, generate an App Password from your Google Workspace account (requires 2‑Step Verification to be enabled). Use that password instead of your regular login password in the SMTP authentication field.

After changing authentication method, always test using Utility → Administrator Settings → Network Settings → Email Settings → Test Email.

2.3 Certificate Issues and Port Firewalls

If authentication and server settings are correct but the machine still fails:

  • Device certificate: On some models, a self‑signed or expired certificate can block TLS negotiation. Delete the certificate (or install a new one) under PKI settings – this has been known to resolve Office 365 scanning problems immediately.
  • Firewall rules: Many corporate networks block outbound SMTP on ports other than 25. Ask your network administrator to allow port 587 (or 465) TCP outbound from the Bizhub’s IP address to your SMTP server. Also temporarily disable Windows Firewall on the destination PC to test – if scanning then works, create an exception for the MFP IP address.
  • Email size limit: If scanning a large document, reduce the file size (lower resolution, black & white) and test. Some SMTP servers reject emails larger than 10‑25 MB.

Step 3 – Scan to Folder (SMB) Troubleshooting

Scan to Folder issues almost always involve the Windows side. Use the following systematic approach:

3.1 Check SMB Protocol Version (Critical for Windows 10/11)

Windows disables the insecure SMBv1 protocol by default. Many older Bizhub models (pre‑2016) require SMBv1. If you cannot update the machine’s firmware to support SMBv2/v3, you have two choices:

  1. Enable SMBv1 on Windows (security risk): Run PowerShell as administrator and execute: 
    Get-WindowsOptionalFeature -Online -FeatureName SMB1Protocol
    If disabled, enable with: 
    Enable-WindowsOptionalFeature -Online -FeatureName SMB1Protocol -All
    Warning: Only enable SMBv1 if absolutely necessary and restrict access to trusted devices.
  2. Update your Bizhub firmware – Newer firmware (i‑series and many 4e/8e models) supports SMBv2, which works securely with modern Windows. Refer to the service manual for your model.

3.2 Verify Shared Folder and NTFS Permissions

Incorrect permissions are the second most common cause of “Login error” or “Cannot connect to shared folder”. Perform these checks on the destination PC:

  1. Share permissions: Right‑click the scan folder → Properties → Sharing tab → Advanced Sharing → Permissions. Add the scan user account (e.g. kmscan or a domain user) and grant Full Control and Change – not just Read.
  2. NTFS permissions: Security tab → Add the same user → Grant Modify or Full Control.
  3. Test from another PC: Open Command Prompt and run: 
    net use \\192.168.x.x\Scans /user:PCName\Username
    If this fails, the problem is not the Bizhub – it is a Windows permission or credential issue.

3.3 Reset Expired Scan Account Password

Windows updates or domain password policies can expire the scan account password overnight. On the Windows PC, open Command Prompt as Administrator and type:

net user kmscan kmscan /expire:never /logonpasswordchg:no

Then update the password in the Bizhub’s address book entry for that folder. A common default scan account is kmscan with password kmscan (or Minolta.123 on a domain).

3.4 Update the Hostname in the Address Book

If the destination computer’s name has changed, the Bizhub will try to connect to a nonexistent host. On the PC, open Command Prompt and type hostname to see the current name. Then, in the machine’s Web Connection → Store Address → Edit the SMB entry, update the Host Name field to match. Alternatively, use the PC’s IP address instead of hostname to bypass DNS entirely.

3.5 Disable Password‑Protected Sharing

Windows updates sometimes re‑enable password‑protected sharing, breaking SMB scans that previously worked. On the destination PC:

  • Windows 10: Control Panel → Network and Sharing Center → Change advanced sharing settings → All Networks → Turn off password protected sharing.
  • Windows 11: Settings → Network & Internet → Advanced network settings → Advanced sharing settings → All Networks → Turn off password protected sharing.

3.6 Enable SMB Server and File Sharing on the Bizhub

On the Bizhub itself, a surprising root cause is that SMB server settings have been disabled. Access the machine’s Web Connection → Administrator Settings → Network → SMB Settings. Ensure “SMB Server Settings” and “Share SMB File” are both set to ON. A technician on Spiceworks reported that enabling these two settings resolved their “server connection error” immediately.

Step 4 – Using the Machine’s Transmission Log

When a scan fails, the Bizhub often stores a more detailed error code that is not shown on the control panel. To retrieve it:

  1. Press Utility/Counter → Job List → TX Output Log (or Transmission Log).
  2. Look for the failed job and press the Details button. You may see a numeric error code (e.g. “E1001”, “107”, or “4098”).
  3. Compare the code against the service manual of your model – these codes tell you exactly whether the problem is authentication, share not found, or a network timeout.

Step 5 – Alternative Scanning Protocols (FTP / WebDAV)

If SMB continues to fail and you cannot resolve Windows security policies, consider switching to FTP or WebDAV as an interim solution. Set up a free FTP server (e.g. FileZilla Server) on the destination PC, configure a shared folder, and create an SMB‑like address book entry on the Bizhub using FTP. Many technicians find FTP more reliable in locked‑down corporate environments.

Summary Diagnostic Table

Symptom / Error Message Most Likely Cause Action
“Server connection error” (Email), error code 535 SMTP authentication failure Verify username/password; update to OAuth 2.0 or App Password for Google/M365
Email scanning worked before, now fails after Office 365 migration Basic authentication disabled; or device certificate conflict Delete device certificate (PKI settings) and use SMTP Relay or Client Submission
“Login error” or “Cannot connect to shared folder” (SMB) Expired scan account password, or password protected sharing turned on Reset password to never expire; turn off password protected sharing in Windows
SMB scanning works from some PCs but not others SMB protocol version mismatch (SMBv1 vs SMBv2/v3) Enable SMBv1 on older Windows PCs, or update Bizhub firmware to support SMBv2
Scan to folder worked before, then stopped after Windows update Windows update reset sharing settings or firewall rules Re‑apply share/NTFS permissions, disable password protected sharing, allow SMB ports
Machine displays “Cannot obtain device information” when browsing SMB folders SMB Server Settings on Bizhub are turned OFF Web Connection → SMB Settings → Turn ON “SMB Server Settings” and “Share SMB File”
Email scanning fails with “Certificate error” on TLS negotiation Expired or invalid device certificate Delete or replace device certificate under PKI Security settings

When to Call a Certified Technician

While the majority of scan issues can be resolved by verifying network settings, permissions and firewall rules, a trained Konica Minolta service engineer is needed for:

  • Updating the machine’s firmware to support OAuth 2.0 or SMBv2/v3 (requires a copy of the official firmware and a valid service contract).
  • Replacing a defective MFP control board that causes intermittent scan failures.
  • Diagnosing subtle SMTP or LDAP issues that require a network packet capture and analysis.
  • Reprogramming the HDD or SSD when the scan address book becomes corrupted.

If you have followed this guide and scanning still fails, call your authorised Konica Minolta service provider.

Conclusion

Scan to Email and Scan to Folder failures on a Bizhub are almost never “mysterious” – they follow predictable patterns. The vast majority of cases can be resolved by checking three things: modern authentication requirements (OAuth 2.0 for cloud email providers), SMB protocol compatibility with Windows, and folder share permissions. By using the structured approach outlined in this guide – isolating the network, verifying server settings, examining transmission logs, and adjusting Windows security policies – you can restore scanning functionality quickly and avoid unnecessary service calls.