MP301 scan to email fails - Authentication error

[copyaction]

Customer called for toner, I went and installed, cleaned up a little and changed no settings.

Customer called back can’t scan to email, gives Authentication Error.

I ran report and it was working earlier this morning.

They have it set up with gmail and have allowed less secure apps and 2 step authentication is not on.

weird coincidence but either way they must think I did something to it.

Any other ideas?

[COPIERMAN]

you said ran report. did you email something to your self and it work. If you didn't test email they might try getting you to fix there problem for free. One of those things when you go then all of a sudden something doesn't work. If i can test all functions before and after to make sure it all is working then have them sign off. On gmail will have to look at all settings. Copier might need firmware to be update for authentication problem.

[guitar9199]

Authentication problem tells ME that someone updated the password on their email account...but forgot to put the new password into the copier!

I've got some "Enterprise" customers that change passwords every 90 days...whether they need to or not!! FINALLY convinced them to create a user JUST for the copier for SMB Scan that was exempt from the 90-day password change rule, and have had no callbacks since.

[copyaction]

Authentication problem tells ME that someone updated the password on their email account...but forgot to put the new password into the copier!

I've got some "Enterprise" customers that change passwords every 90 days...whether they need to or not!! FINALLY convinced them to create a user JUST for the copier for SMB Scan that was exempt from the 90-day password change rule, and have had no callbacks since.

I had them log out of their email and re-enter the password and also re-enter it on the 301.

[dave w]

Do you know if a recovery email was entered for the security and if that address was getting any "Sign-in attempt was blocked" messages?

Dave

[Zeldaman]

Hi there!
I bet there was one of those "f....ng" updates from microsoft, make a complete fw-update to solve scanning-problems (RTB 095).
Greetings...

[copyaction]

Do you know if a recovery email was entered for the security and if that address was getting any "Sign-in attempt was blocked" messages?

Dave

That is a good question

[sandmanmac]

I had them log out of their email and re-enter the password and also re-enter it on the 301.

Logging in on a PC has nothing to do with whether or not 2 step verification is enabled.
It's only needed when you want to sync the email to a device OR When setting up scan to email on a device (as a couple of examples).
You need to generate a specific password in the Gmail security settings and then use THAT p/w on the device.
I ran into this exact issue yesterday

[copier tech]

Customer called for toner, I went and installed, cleaned up a little and changed no settings.

Customer called back can’t scan to email, gives Authentication Error.

I ran report and it was working earlier this morning.

They have it set up with gmail and have allowed less secure apps and 2 step authentication is not on.

weird coincidence but either way they must think I did something to it.

Any other ideas?

Simply create a new gmail account & use that.

[copyaction]

Logging in on a PC has nothing to do with whether or not 2 step verification is enabled.
It's only needed when you want to sync the email to a device OR When setting up scan to email on a device (as a couple of examples).
You need to generate a specific password in the Gmail security settings and then use THAT p/w on the device.
I ran into this exact issue yesterday

Yes thank you for that.
the only reason I had them log in was so that I could see with my own eyes that they were using a valid password.

so would they need a different password than what they use for their gmail account?