office 365 "Cannot connect to SMTP server" "SSL negotiation failed"

Matthew Brady 195

Hi team, I work for Ricoh and we have had several clients call in today with an error message when trying to scan. The error message is "Cannot connect to SMTP server" "SSL negotiation failed". Upon checking their setups they are all using office365 accounts for SMTP authentication, all of them stopped working this morning.

Have their been any updates or changes we need to be aware of?

Thanks

Matthew Brady 195 Reputation points

2025-02-03T03:15:00.47+00:00

to add to this, out of 4 scans, 3 will return with the SSL negotiation has failed error and the 4th will go through
Jens Schels 5 Reputation points

2025-02-03T08:23:27.07+00:00

Got the same issue. SSL negotiation failed.
eyeyyeyeyeeyye 10 Reputation points

2025-02-03T09:27:31.6766667+00:00

We're having the same issue (SSL negotiation failed & cannot connect to SMTP server). It's been going on for a week. Nothing changed on our end. If you guys find a fix, please share it with us. Thank you.
GF 5 Reputation points

2025-02-03T10:31:59.43+00:00

Please advise how to solve.
Dawid Kuprowski 20 Reputation points

2025-02-03T10:50:48.3233333+00:00

We have the same issue with Ricoh devices.
Rafael Rozic 0 Reputation points

2025-02-03T11:51:13.33+00:00

Same issue on our end with our Ricoh device, just started last week. Some scans go through fine, but most of them fail (inconsistent). Also checked Exchange Online settings for the scanner account and "SmtpClientAuthenticationDisabled" was not set.

https://learn.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission

Get-CASMailbox -Identity 'accountname'

Name ActiveSyncEnabled OWAEnabled PopEnabled ImapEnabled MapiEnabled SmtpClientAuthenticationDisabled

accountname True True True True True

But even setting it to $false(which should allow SMTP Auth) does not resolve the issue.

Set-CASMailbox -Identity 'accountname' -SmtpClientAuthenticationDisabled $false

Name ActiveSyncEnabled OWAEnabled PopEnabled ImapEnabled MapiEnabled SmtpClientAuthenticationDisabled

accountname True True True True True False

Any idea how to fix this?
Carstens, Helge 5 Reputation points

2025-02-03T12:31:17.5033333+00:00

Same here. 30 RICOH devices and all have the same errors.
Marcos Santos 0 Reputation points

2025-02-03T13:06:47.52+00:00

Same issue in Brazil using Konica Minolta devices. Started Today.
Dmitrii Solomkin 0 Reputation points

2025-02-03T14:41:53.1333333+00:00

Same problem here. Has anyone found a workaround?
Panayiotis Falas 0 Reputation points

2025-02-03T14:55:10.43+00:00

Same here. if any workaround let us know
Dux, Monika 125 Reputation points

2025-02-03T15:10:31.39+00:00

Same here! The problem started last week Monday, 27.01.2025.
Marius L 5 Reputation points

2025-02-03T19:04:16+00:00

I got the same issue with Konica Minolta 5020i some scans work some i get the SSL error. Dose any one have an ideea about this issue ? Or how can we check with MS to fix this ?
Mark Siminski 5 Reputation points

2025-02-03T19:58:45.4766667+00:00

We are experiencing the same issue with Sharp MFPs, they are able to intermittently send out scan to emails but mostly error out when authenticating and we receive:"ERROR[3332]: Connection to SMTP server test failed", just started a day ago, more printers now starting to have this issue.
Spencer Brooks 10 Reputation points

2025-02-03T20:50:33.5733333+00:00

Same issue with us running Sharp copiers. Sometimes it works, sometimes it does not. Microsoft support does not recongize this as an issue, something is obviously broken.
Stephen Rayburn 5 Reputation points

2025-02-03T20:50:35.47+00:00

Same issue for our Org with Konica MFP's (error 107), would love a solution here.
Mateusz Olender 0 Reputation points

2025-02-04T09:25:55.6966667+00:00

Same problem with Konica and Oki printers/multidevice. I found that problem is related with automatic group policy upadate in inspection journal.

Date 30.01.2025, 08:34

Type of action GroupLifecyclePolicies_Get

Corelation ID: 6b8e81e6-623a-4b58-a090-d8326f2b404b

Category GroupManagement

Stansuccess

ID Object 4e3a7a89-1115-4f9f-a415-9cc830d92408

I can't find how to undo these settings. Changing group settings or creating an exclusion group from MFA doesn't make any changes
Tom Grant 0 Reputation points

2025-02-04T10:49:28.6833333+00:00

Hello! Same here with xerox printers (affected model Versalink B7030 Fault Code 016-781: SMTP Server Connect Error), they work intermittently with send&mail function. No way to debug more the error. We have an open ticket with ms.
Jan Schwärzel 0 Reputation points

2025-02-04T12:21:25.65+00:00

Same error with all sorts of printers (Brother, Sharp, Ricoh, Canon...). Always some SSL-error. We hade some customers with a 50/50 chance, every other try works.
Bognár Zalán 0 Reputation points

2025-02-04T14:58:51.3433333+00:00

Hi,
It's not a solution, but temporarily use the Google SMT server with an app password. On an old device, due to multi-factor authentication, it only works with an app password. This solves the problem while keeping encryption intact. You can also try using a Microsoft app password, but I'm not sure if that will work...
Server: smtp.gmail.com
TLS: 587
Alexander-9903 0 Reputation points

2025-02-04T19:06:42.34+00:00

We have the same issue with the Sharp MX-B455W but not with the Sharp MX-4070V. We will get a firmware update update tomorrow that is suppose to fix the issue.

Firmware Update did not fix it. Error is still coming up
Stefan Bauer 0 Reputation points

2025-02-04T22:07:59.36+00:00

We have the same issue with Ricoh IM350 and Ricoh MPC2003. But not all recipients are affected within the same or external organisation. Maybe it depends on wich server is contacted? In the firewall logs i can see outgoing smtp traffic to different ip addresses of Microsoft. Some of them do not accept the connection, some do.
Stuart Haddad 0 Reputation points

2025-02-12T22:49:06.62+00:00

Is there any official word from Microsoft regarding this change?
Dustin Burson 20 Reputation points

2025-02-12T22:53:17.76+00:00

Microsoft took screenshots of my logs and how I have my smtp relay configured.

I also provided this subject page to them to review what findings others have had so far regarding the Ricoh - non-elliptic curves.

I'll update when I get more updates.

Accepted answer

Dux, Monika 125 Reputation points

2025-02-04T09:39:11.7533333+00:00

Dear all, I just got a reply from Ricoh technician: "It looks to me as if Microsoft has disabled the cipher suites WITHOUT elliptic curves for TLS1.2. ECDHE is only possible with newer controllers from 18S onwards".

Our affected MFPs models are: MP C307 , MP 6055, IM C3000, MP C3004ex, and they all have an older controller 16S or 17S.

We also use IM C300, and, so far, this one seems to be affected.
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10 people found this answer helpful.
Michael Griz 20 Reputation points

2025-02-05T16:22:31.9466667+00:00

This maybe the cause but I don't see how this is an accpeted answer.

Ben Barnes 30 Reputation points

2025-02-11T16:54:09.19+00:00

Its not the cause - See my Comment below.

Wireshark shows TLS negotiation works, and agrees on:

Ricoh Stills throws SSL negotiation Failed, even though it hasn't.

Have asked Microsoft to review their SMTP protocol Logs for the EXO Servers in question... they seem to be unable to do that right now.
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Ben Barnes 30 Reputation points

2025-02-11T16:33:32.79+00:00

The SSL Handshake Doesn't Actually Fail from the RICOH's either - its a misnomer:

The Server Helo Gets done, and they agree to use mutual Cipher:

Microsoft Support Struggling in our case.
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office 365 "Cannot connect to SMTP server" "SSL negotiation failed"

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