We have a number of Sharp printers in our Public Libraries, recently public users have complained that scanned images sent from the printers are no longer being received in their Hotmail and Outlook.Com accounts. We have investigated and tested this and are getting the same results. E-mails are being received by other e-mail systems including Exchange and G-mail.

We have traced the e-mails from the Sharp printers and have confirmed that they are being sent to our Exchange Servers and then on to our cloud filtering service (Symantec.Cloud). We have confirmed with Symantec that the e-mails are being sent to Hotmail and Outlook.com but they are receiving a failure error message from Hotmail and Outlook.com.

Sample below:

Delivery Results

Log for recipient: <E-mail address removed for privacy>  
Received by Ecelerity Msg Id: 41/8E-15334-6DA01325
From: <E-mail address removed for privacy>  
To: <E-mail address removed for privacy>   
Date: Thu Sep 12 00:29:11 2013
Msg Size: 1630778
Source IP: <IP address removed for privacy>  
Delivery attempt failure - permanent
Attempted delivery 41/8E-15334-6DA01325 to 65.54.188.110 on Thu Sep 12 00:29:14 2013
Error Message: "550 5.7.0 (BAY0-MC3-F25) Message could not be delivered. Please ensure the message is RFC 5322 compliant."
Retries attempt: 0
Time message queued: 3.24seconds

Symantec’s advice to us is: “As the mails were blocked by the recipient mail server I would advise you to contact them directly to discuss the issue and ask them to investigate the reason they blocked the mails. We did not block the mails and do not know what part of it that hotmail have rejected for not being RFC 5322 compliant. The only people in position to explain why the mails was blocked is hotmail”