Check what email system the customer is using, i.e. their own email server (like Epson) or web-based email (e.g. Gmail, Outlook.com, Yahoo, GMX, Mail.com).
Most problems will be with customers using web based email services but, whichever service they are using you will need to know the SMTP settings and with this information you can find out what the problem is SMTP stands for Simple Mail Transfer Protocol which is used to send emails.
Gmail SMTP server address: SMTP.gmail.com
Gmail SMTP user name: Your full Gmail address (e.g. email@example.com)
Gmail SMTP password: Your Gmail password
Gmail SMTP port (TLS): 587
Gmail SMTP port (SSL): 465
Gmail SMTP TLS/SSL required: yes
Outlook.com SMTP server address: SMTP.live.com
Outlook.com SMTP user name: Your full Outlook.com email address (not an alias)
Outlook.com SMTP password: Your Outlook.com password
Outlook.com SMTP port: 587
Outlook.com SMTP TLS/SSL encryption required: yes
Yahoo! Mail SMTP server address: SMTP.mail.yahoo.com
Yahoo! Mail SMTP user name: Your full Yahoo! Mail email address (including "@yahoo.com")
Yahoo! Mail SMTP password: Your Yahoo! Mail password
Yahoo! Mail SMTP port: 465
Yahoo! Mail SMTP TLS/SSL required: yes
GMX Mail SMTP server address: SMTP.gmx.com
GMX Mail SMTP user name: Your full GMX Mail email address ("firstname.lastname@example.org", for instance)
GMX Mail SMTP password: Your GMX Mail password
GMX Mail SMTP port: 25 (alternative: 465 is actually 587 the information is incorrect on the site.
GMX Mail SMTP TLS/SSL required: yes
If they have their own email server they should know these settings.
Note the TLS/SSL highlighted in red for Gmail, Outlook.com, Yahoo and GMX. It means, that the email service requires encryption but most MFP’s (not just Epson) do not support this so the MFP will never be able to work with these settings. Again, if the customer has their own email server they will know if they use TLS/SSL or not.
Gmail provide an alternative server for non-SSL connections - aspmx.l.google.com on port 25 *
Outlook, Yahoo and GMX (since April 2014) do not appear to provide an alternative so they will not work.
* The aspmx.l.google.com SMTP will only allow you to send to other Gmail accounts so you cannot send mail to email@example.com for example, The customer would need to make changes to their account if required.
Communicating with the SMTP server
The images used below are for reference only as GMX has not been support since April 2014 and a based on information provided at the time of original publish date.
Test if you can communicate with the SMTP server, to do so use a program called Telnet.
Windows 7/8 users: You may need to install Telnet, use the link below: