Can't connect to router or get outside network

[mascan42]

I have a KM bizhub 287 that can't scan to the customer's offsite email server. After some checking I found that it can't ping the router, but it can ping the other computers on the network. All one subnet. This happens whether it's on static or DHCP.

Obviously it's a problem with the ISP-provided router, but the customer's ISP won't admit to it. Any idea what could be causing this?

[Phil B.]

Re: Can't connect to router or get outside network

I have a KM bizhub 287 that can't scan to the customer's offsite email server. After some checking I found that it can't ping the router, but it can ping the other computers on the network. All one subnet. This happens whether it's on static or DHCP.

Obviously it's a problem with the ISP-provided router, but the customer's ISP won't admit to it. Any idea what could be causing this?

are you it isn't an SMB issue?

win7 & 10 affected.

[allan]

Re: Can't connect to router or get outside network

By router do you mean the gateway? Could be that they are using MAC address filtering.

[blackcat4866]

Re: Can't connect to router or get outside network

We had a large customer that used a whitelist to identify suitable SMTP senders. So even though I knew the credentials, the SMTP server would not accept emails if the sender was not on the whitelist. =^..^=

[copier tech]

Re: Can't connect to router or get outside network

I have a KM bizhub 287 that can't scan to the customer's offsite email server. After some checking I found that it can't ping the router, but it can ping the other computers on the network. All one subnet. This happens whether it's on static or DHCP.

Obviously it's a problem with the ISP-provided router, but the customer's ISP won't admit to it. Any idea what could be causing this?

Go to one of the customers PC, in search box type "CMD" & type "ipconfig" press enter, now enter the gateway subnet mask & DNS into the copier.
Also from the command prompt type "ipconfig/all" note the DNS & enter this into the copier also.

No need to reboot the copier, & try a scan again.

[kingarthur]

Re: Can't connect to router or get outside network

Don't know if this is relevant, or helps....I've just installed a C227 to replace a C224, both using the same gmail account, and both using the same IP, the new m/c would scan to email, kept getting "server connect error" code "107", the gmail account was fine as I could log into it, I set up the gmail account on our showroom m/c and it worked, downloaded the settings via USB from showroom to customers m/c..just in case I'd done it wrong, still wouldn't work...initialized network & started again....still got the same error...thought I'd try a different IP....so changed the last 2 digits from 13 to 14 and it worked...it would appear that when the new m/c was installed...the IP got "blacklisted"

[Bix]

Re: Can't connect to router or get outside network

Hi, the reason for this problem could be anything:
- DNS not configured.
- Incorrect network parameters.
- Router ports blocked.
- Active firewall.
- MAC address filter.
And more...

[Kimi]

Re: Can't connect to router or get outside network

Don't know if this is relevant, or helps....I've just installed a C227 to replace a C224, both using the same gmail account, and both using the same IP, the new m/c would scan to email, kept getting "server connect error" code "107", the gmail account was fine as I could log into it, I set up the gmail account on our showroom m/c and it worked, downloaded the settings via USB from showroom to customers m/c..just in case I'd done it wrong, still wouldn't work...initialized network & started again....still got the same error...thought I'd try a different IP....so changed the last 2 digits from 13 to 14 and it worked...it would appear that when the new m/c was installed...the IP got "blacklisted"

This is first thing i do when i have an issue, set device to DHCP and let it pick up network settings and new IP. I have one customer that scanning to office365 kept failing and changing IP would resolve the issue. Also have a council contract that only allows scan to folder if domain is configured.

[mremore]

Re: Can't connect to router or get outside network

I'm with copiertech on this one. An incorrect gateway won't allow you outside of the network, and incorrect DNS won't allow you to connect to the name of the offsite server. I wouldn't assume that there is a problem with their ISP-provided router...

[davel]

Re: Can't connect to router or get outside network

are you it isn't an SMB issue?

win7 & 10 affected.

SMB only affects scan to folder, the OP has issue with email.

[Phil B.]

Re: Can't connect to router or get outside network

SMB only affects scan to folder, the OP has issue with email.

are you positively sure?
alot of the "smb1" issues WERE scan to email


the funny thing is...

have you noticed the OP hasn't responded TO ANY of the other Q's or suggestions?

and I was the first to comment! and I was # 2 out of 10

Sorry I didn't pull my FULL " The Dentist " routine!

[bsm2]

Re: Can't connect to router or get outside network

Did it ever work? Are the SUBNET AND GATEWAY correct? Do they have a Sonic wall? Get with THERE IT.

[mascan42]

Re: Can't connect to router or get outside network

It eventually became clear that the problem was intermittent, so it had to be a copier issue. I updated the firmware and haven't heard back since.

[bsm2]

Re: Can't connect to router or get outside network

It eventually became clear that the problem was intermittent, so it had to be a copier issue. I updated the firmware and haven't heard back since.

That probably because there IT fixed it.

[Phil B.]

Re: Can't connect to router or get outside network

That probably because there IT fixed it.

Their or there?

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