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Information – Scan to Mail – Email Delivery Issues

Announcements Habiba Tabasum

31/01/2025 14:30:00 PM

The NHS.net Connect team is aware of an issue affecting certain scan-to-email devices that are unable to send emails successfully. This issue has been traced to the platform’s anti-spoofing rules.

What is Causing the Issue?

Emails sent from some scan-to-email devices are being flagged because the sending domain does not match the domain used in the email configuration. Specifically, this occurs when devices are configured to mask the original sending domain with an NHS.net domain address. Such configurations will trigger the platform’s anti-spoofing rules, which are designed to enhance email security by preventing email spoofing.

Required Action for Organisations

To resolve this issue and ensure uninterrupted email functionality, organisations should:

  • Verify Email Configuration:
  • Check the email configuration settings on your scan-to-email devices.
  • Ensure that the devices are configured to send emails from their original sending domain.
  • Do not configure scan-to-email devices to mask the original sending domain with an NHS.net domain address. Doing so will trigger the anti-spoofing rules and prevent successful email delivery.
  • Ensure Sender Policy Framework (SPF), Domain Key Identifiable Mail (DKIM) and Domain-based Messages Authentication Reporting and Conformance (DMARC) configuration is correctly configured. Guidance for this functionality can be found here.
  • Consult Technical Support:
    • If you are unsure about how to verify or update these settings, consult your organisation’s IT team or device manufacturer for guidance.

Why Is This Important?

The NHS.net platform’s anti-spoofing measures are critical for maintaining the security and integrity of the email service. By adhering to the correct configuration settings, organisations can:

  • Ensure reliable delivery of emails from scan-to-email devices.
  • Minimise the risk of flagged or blocked emails.
  • Support NHS.net’s ongoing commitment to secure and trustworthy communication.

The NHS.net Connect team is actively monitoring the situation and remains committed to supporting organisations in resolving these issues.

If you require additional help and support, the NHSmail helpdesk is available 24 hours-a-day, 7 days-a-week on 0333 200 1133 or by emailing helpdesk@nhs.net.

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