If you configured the application to require e‑mail to be digitally signed, then the second error message is shown to
users who do not have signing certificates. These users cannot send e‑mail. If you want all e-mail sent from the printer
to be digitally signed, then make sure a signing certificate is available for each user.
“The e-mail cannot be sent because an error occurred trying to retrieve user
certificates from the LDAP server” error message
Try one or more of the following:
CHECK THE ADDRESS BOOK SETUP
For information about configuring address book settings, see “Configuring the address book” on page 6.
MAKE SURE THE ADDRESS BOOK FUNCTION IS SECURED
For users to search the global address book for e‑mail addresses, the address book function must be secured correctly.
See
“Securing access to the address book” on page 8.
CHECK THE LDAP SETTINGS
For information about resolving LDAP issues, see “Secure Scan to E-mail LDAP issues” on page 14.
MAKE SURE THE PRINTER IS CONNECTED TO THE NETWORK
Make sure all appropriate network cables are connected securely and the network settings of the printer are
configured correctly. For information on networking the printer, see the printer User’s Guide on the Software and
Documentation CD that came with the printer.
“Cannot encrypt e‑mail for one or more recipients. Choose one of the following”
or “Encryption certificate not found for one or more recipients. Press Next to
send e-mail only to recipients with certificates” error message
These errors indicate that the user tried to send encrypted e‑mail to one or more recipients who do not have encryption
certificates. For users to send encrypted e‑mail to a recipient, the recipient must be in the global address book and
must have a valid encryption certificate. Users cannot send encrypted e‑mail to recipients who do not have encryption
certificates.
If you configured the application to allow users to choose whether to encrypt their e‑mail, then the first error message
is shown to users when one or more recipients do not have encryption certificates. Users can choose one of the following
on the printer touch screen:
• Send encrypted e‑mail only—Encrypted e‑mail will be sent only to recipients who have encryption certificates.
Recipients who do not have encryption certificates will not receive the e‑mail.
• Send all e‑mails unencrypted—Unencrypted e‑mail will be sent to all recipients.
Users can also return to the home screen to cancel the sending of the e‑mail.
If you configured the application to require e‑mail to be encrypted, then the second error message is shown to users
when one or more recipients do not have encryption certificates. Users can either send encrypted e‑mail only to
recipients who have encryption certificates (recipients who do not have encryption certificates will not receive the
e‑mail), or they can return to the home screen to cancel the sending of the e‑mail.
Troubleshooting 12
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