Summary
On 7 July 2026, Printix Capture "Scan to Email" jobs experienced significant delays during the morning hours (UTC). Jobs that normally complete within a few minutes took considerably longer, with some timing out. Other Capture functions were unaffected, and email jobs resumed processing normally once the issue was resolved, with the delayed backlog clearing shortly after.
Root Cause
Printix relies on a third-party email provider to facilitate Capture "Scan to Email" messages. The outbound volume with this provider is subject to a sending limit that adjusts based on demand. On this occasion, the limit could not be increased, so it remained capped. As a result, outbound email jobs accumulated in a backlog, leading to delays and timeouts experienced.
Resolution
Once the cause was identified, Tungsten Automation worked with our email provider to raise the sending limit. The queued backlog then drained and "Scan to Email" processing times returned to normal.