Scan to email from MFP - no attachment

[Ottawatech]

Hi All,

If you are having this issue and the first line of the email is: "This is a multi-part message in MIME format" you are not alone, there is a known issue with Office365:

https://community.office365.com/en-us/f/158/t/413432

We've been swamped the last two days.

HTH,

Tim

[amos.kaplan]

Re: Scan to email from MFP - no attachment

I bet I've taken about 40 support calls on this in the last 2 days. Microsoft hurry the hell up and fix it!!!!!

[sandmanmac]

Re: Scan to email from MFP - no attachment

It seems to be isolated to older machines from what I can tell, but I've only had the one call, and in my case it had nothing to do with Office 365. This machine is using a separate smtp server, and I also tried using SMTP2go to see if the result was different -it wasn't
The machine in question was a Ricoh Aficio MP2510.
I'll do my best to explain my findings, but bare with me because I'm no IT guru, and quite honestly I don't fully understand the workings of SMTP servers, etc. I'm just a one man operation, who has to find workarounds and solutions to most of my issues by trial and error, and error, and error...... (and also a lot of help from the members here!)
What I determined was that it only occurred with Microsoft email extensions (@hotmail, @live, @MSN..)

Why? I have no freaking idea! (enter experts advice here).............

I did some further testing with a machine at home later in the day, a Ricoh Aficio MP201, and discovered that if I was to leave the subject line blank, and use a false or non-existent email account as the administrator's email, which I sometimes do, (example: scanner@XYZcompany.com), the messages would simply not arrive at my microsoft email, but I would get an undeliverable message notification back with all that "mime" text to the actual email account that I'm using as my server.
I intend to return to the customer next week to see if entering a "subject line" for the email message is the solution. The newer machines tend to use the host name by default as the 'subject' line, or you can manually enter your own; however, the old ones have [no subject], and to the best of my knowledge you can't have it automatically entered, but rather you have to select it from a list prior to sending.
I'll post back after some further testing, but maybe this info will help get the ball rolling (so to speak)

[CopyTechDan]

Re: Scan to email from MFP - no attachment

Anyone have any ideas / updates? I don't have an Office365 account so I can't see the status in their forums.

[CopyTechDan]

Re: Scan to email from MFP - no attachment

I've seen this too, with GoDaddy smtp, my personal SMTP relay, and office365.

Any updates? I have no office365 account.

[CopyTechDan]

Re: Scan to email from MFP - no attachment

Anyone have updates? I don't have an Office365 account so I can't see their status updates.

Just FYI - this has been happening to my customers too. Using my SMTP relay server, and GoDaddy's.

[HDSB]

Re: Scan to email from MFP - no attachment

I'm just back from a weeks holiday but I was told we took over 50 calls regarding this.

I was also informed the workaround was to scan as a tiff, apparently we've had 100% success with our customers using office 365.

My first call today was for what was described as the same issue, however it wasnt office365 but scanning using gmail to customers own email (I set it up a month ago, mp301, and no issues). However tiff nor pdf resolved issue, emails intermittently come through with no attachment and lines of gobbledygook.

We are really struggling to find an alternative to gmx now they have stopped new accounts being used for scanning, gmail is good for new machines with ssl, however after today I'm not so sure!

[slimslob]

Re: Scan to email from MFP - no attachment

I was just on a call this morning. Customer complaint was that scans were being received as mime instead of attached PDF. I contacted Ricoh support and was told that Microsoft had done an update to Exchange Server software and that was the source of the problem. It was supposed to have been corrected Thursday evening.

Below is the email that was forwarded to me:
From: Robert Nibbs/GA/RCUS
To: TSSC Hardware Support Team@RCUS
Cc: Franz Daniels/GA/RCUS@RCUS, Karen Hardee/GA/RCUS@RCUS
Date: 10/15/2015 12:50 PM
Subject: Gibberish emails being received #3

---

All,
I was sent the link to the following post/thread regarding this issue (see the bottom of the page). Microsoft has apparently verified that this was caused by one of their update. We can certainly mention this, if needed, when talking to our customers.

https://community.spiceworks.com/topic/872555-ricoh-copiers-started-sending-gibberish-attachments-to-exchange-online-mailboxes



Current Status: The investigation determined that a recent update introduced a compatibility issue within the component responsible for processing email attachments. Engineers have developed a fix and are preparing the infrastructure for deployment. The process of deployment is expected to take an extended period of time.

User Experience: Affected users may receive emails with raw attachment content displayed in the message body. This issue only occurs with emails that are sent from legacy scanners, fax machines, printers, and voicemail systems.

Customer Impact: Analysis of incident scope indicates that a very limited number of customers and users appear to be impacted. Some customers have reported that their organization is affected by this issue.

Incident Start Time: Monday, October 12, 2015, at 8:00 PM UTC

Preliminary Root Cause: As part of our efforts to improve user experiences, an update was deployed to the affected infrastructure; however, the update caused a compatibility issue which resulted in impact.

Next Update by: Thursday, October 15, 2015, at 11:00 PM UTC

[Ottawatech]

Re: Scan to email from MFP - no attachment

Latest word I have is to change the compression method from MH to JBIG2.
From memory the process is; User Tools -> Scanner -> Scan Settings -> Compression Method

[tonnerboy]

Re: Scan to email from MFP - no attachment

Latest word I have is to change the compression method from MH to JBIG2.
From memory the process is; User Tools -> Scanner -> Scan Settings -> Compression Method

Did you have the opportunity to test it? Did it work?
However this can not be the solution. We can not go to every customer with O365 and change this parameter... I do not think this is workable and for sure it will be very expensive.

[CopyTechDan]

Re: Scan to email from MFP - no attachment

Tonnerboy - half of the Ricoh MFPs don't even have MH as an option for compression. I don't see this as anywhere near a real fix.

[Ottawatech]

Re: Scan to email from MFP - no attachment

I changed our showroom machine and it seems to be working.

You could walk your customers through the change over the phone, it isn't that difficult.

[slimslob]

Re: Scan to email from MFP - no attachment

Latest word I have is to change the compression method from MH to JBIG2.
From memory the process is; User Tools -> Scanner -> Scan Settings -> Compression Method

I changed our showroom machine and it seems to be working.

You could walk your customers through the change over the phone, it isn't that difficult.

I agree. It is after all a User Tools setting. Just type a set of instructions and email it to the office manager for each customer. User Tools are supposed to be for the user not the service tech.

However, we might want to make that change one of our normal new machine setups.

[tonnerboy]

Re: Scan to email from MFP - no attachment

Latest word I have is to change the compression method from MH to JBIG2.
From memory the process is; User Tools -> Scanner -> Scan Settings -> Compression Method

What about the older devices like MPc4000? I did not find the "compression method". I just can disable or enable it...

[Ottawatech]

Re: Scan to email from MFP - no attachment

For older devices you might just be SOL, but then, how many other devices released in January of 2008 will work 100% with new technology?