I know I am late responding to this post, but if I am understanding you correctly ... some of the users who have gmail and hotmail accounts are not receiving the scan to email documents.|
The thing to remember is that when a document is scanned to email, the scanned image is sent to the SMTP server and from there forwarded to the receiving email servers. Unless your copier is logging an explicit error code when you scan to email, then the scanned document made it to the SMTP server without incident. In that case there is not problem at all with the copier or the connection. The problem would most likely be that Hotmail or Gmail is rejecting the mail for some reason.
I would suggest that the MFP be given an email account which you can monitor any returned emails. In the returned email will be the information indicating why the email was rejected.
Also, it is not unheard of for Gmail, Hotmail, Excite, Earthlink, Yahoo, and other email servers to hold mail for several hours (or even days) before it is finally delievered.
From your description I would conclude that the scan to email function on the copier is working as it should. Remember; it is making it to the SMTP server ... that is it's only task. It is out of the loop from that point on.