Issue

With Printix Go Capture and use of a Scan to Email workflow intermittently the users are receiving a "Timeout" error email, even through the actual scan and email with attachment has been retrieved successfully.

Cause

This is caused by a missing email delivery notification from the Printix email service provider.

Solution

Currently there is no solution to this problem as it is caused by our email service provider - who have been informed about this problem.

As a workaround it is possible to have a support request/case being created to request for a specific tenant those email delivery notifications to be ignored and no longer being sent in case of timeouts.

Note: Please be aware that disabling these timeout notification emails may also suppress notifications for genuine capture failures. Therefore, this should be applied with caution.

Applies to