Support

Troubleshooting Guide

Quick solutions for common issues. Select your printer brand or search for specific error messages.

Common Issues Brand Solutions

Common Issues

“Unable to Connect to SMTP Server”

Common causes:

  • Incorrect SMTP server address
  • Port 587 is blocked by firewall
  • Network connectivity issues

Solution:

  1. Verify smtp.wescan.net is entered correctly
  2. Ensure port 587 is open on your network
  3. Test network connection using printer's built-in test
  4. Try connecting to a different network (e.g., mobile hotspot)

“Authentication Failed”

Common causes:

  • Incorrect username or password
  • Password containing special characters
  • Expired credentials

Solution:

  1. Verify username format (s_xxxxx)
  2. Generate new password from dashboard
  3. Use copy buttons to avoid typing errors
  4. Check for leading/trailing spaces

“Recipient Not Allowed”

Common causes:

  • Email address not in whitelist
  • Recipient limit reached
  • Typo in email address

Solution:

  1. Check recipient list in dashboard
  2. Verify email address spelling
  3. Upgrade plan if recipient limit reached
  4. Remove unused recipients to free up slots

“File Too Large” or “Size Limit Exceeded”

Common causes:

  • Scan resolution set too high
  • Multi-page document exceeds plan limit
  • File contains embedded images

Solution:

  1. Reduce scan resolution to 200 DPI or lower
  2. Scan in black & white instead of colour
  3. Split large documents into multiple scans
  4. Upgrade to Enterprise for 25MB limit

Brand-Specific Solutions

HP

HP Printers

SSL Certificate Error:

Update printer firmware to latest version. HP printers require current SSL certificates for secure connections.

“Digital Send” Error:

Enable “Scan to Email” in EWS (Embedded Web Server) settings. This feature is sometimes disabled by default.

Connection Timeout:

HP printers have a short timeout. Ensure your network is stable and the printer is connected via Ethernet if possible.

BR

Brother Printers

SMTP Connection Error:

Check “Connection Security” is set to STARTTLS, not SSL/TLS. Brother menus can be confusing — look for the option under SMTP Port settings.

Address Book Sync:

Manual entry required — Brother printers don't sync with online address books. Enter recipient email addresses directly.

Scan to Email Greyed Out:

Ensure SMTP settings are saved and the printer has been restarted after configuration changes.

EP

Epson Printers

Communication Error:

Use Standard port (587) instead of SSL port (465). Keep the SSL/TLS setting set to OFF — Epson handles encryption via STARTTLS.

Email Size Limit:

Adjust scan resolution if exceeding plan limits. 200 DPI black & white is recommended for text documents.

SMTP Authentication Not Working:

Epson requires POP/IMAP settings to be configured alongside SMTP for some models. If prompted, enter any valid email address as the receiving server.

CN

Canon Printers

Cannot Find SMTP Settings:

Use Canon's web interface instead of the printer touchscreen. Go to Settings/Registration → Network → TCP/IP → SMTP/E-mail.

STARTTLS Not Supported:

Older Canon models may not support STARTTLS. Try using SSL on port 465 if STARTTLS fails, or update your printer firmware.

Authentication Required Error:

Ensure SMTP authentication is set to ON and both username and password are entered in the correct fields. Canon uses separate fields for email address and SMTP username.

Still Need Help?

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