DNS problems what causes it to fail scan to email?

[fishleg]

Hi,

I seem to come across this on a weekly basis scan to email has stopped working change to IP of mail server and it works again.

I usually try doing a NSLOOKUP and check DNS server hasn't been changed. Seen two in the past week if you kept trying it would eventually get a resolution and scan but the frustration of doing that all the time..

If you can NSLOOKUP and DNS / gateway is fine what else can you do? Why does it work fine via pc but the copier has trouble?

[clint@clintsimonsen.com]

Re: DNS problems what causes it to fail scan to email?

Have you added the dns server addresses to the copier. I'd generally set the first to the router/gateway or local dns server and the 2nd to 1.1.1.1 then you can use the fqdn for the smtp server.
Are you using an smtp service or the customers mail service?

Sent from my Nokia 8.3 5G using Tapatalk

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

Try doing a tracert to the email server. It will show how many hops it takes and the time between each. It may hold a clue.

[bsm2]

Re: DNS problems what causes it to fail scan to email?

Increase the timeout on the copier 180 if possible Kyocera default is 10.
run a ipconfig /all to confirm current DNS settings

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

Hi,

I seem to come across this on a weekly basis scan to email has stopped working change to IP of mail server and it works again.

I usually try doing a NSLOOKUP and check DNS server hasn't been changed. Seen two in the past week if you kept trying it would eventually get a resolution and scan but the frustration of doing that all the time..

If you can NSLOOKUP and DNS / gateway is fine what else can you do? Why does it work fine via pc but the copier has trouble?

It isn't quite clear to me the problem that you describe. When you run NSLOOKUP, is the IP addressed resolved every time or does it fail on occasion? What outside DNS Server are you using? I use google - 8.8.8.8. Whatever you're using, you may try using a different one to see if it makes a difference.

Also, like Clint said, use the router's DNS address for your first DNS and google (or whatever) for your 2nd DNS setting.

[rthonpm]

Re: DNS problems what causes it to fail scan to email?

What outside DNS Server are you using? I use google - 8.8.8.8. Whatever you're using, you may try using a different one to see if it makes a difference.

Also, like Clint said, use the router's DNS address for your first DNS and google (or whatever) for your 2nd DNS setting.

This is a very bad idea if a customer is using Active Directory or any kind of internal networking as the MFP will not be able to resolve any internal resources. It's best to always use the customer's DNS settings as they are on their workstations. For small customers with just a SOHO router or ISP provided modem/router you can use a secondary DNS server like 1.1.1.1.

[fishleg]

Re: DNS problems what causes it to fail scan to email?

Try doing a tracert to the email server. It will show how many hops it takes and the time between each. It may hold a clue.

It's an office 365 mail box. If I put in the IP of the office 365 SMTP server it works every time that's why I think it has to be a DNS problem. One customer she had a pile of failed transmission reports had to try 20 times to scan one sheet but via IP it just works.

I didn't think to do a tracert to be honest. I don't think the timeout would of done anything it was instant disconnect as soon as they hit start would error out.

So you can use the router gateway IP as your DNS?

[bsm2]

Re: DNS problems what causes it to fail scan to email?

Also enter the WINS data same as DNS

If you enter the hard ipaddress and it works
Yes it's a DNS issue

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

This is a very bad idea if a customer is using Active Directory or any kind of internal networking as the MFP will not be able to resolve any internal resources. It's best to always use the customer's DNS settings as they are on their workstations. For small customers with just a SOHO router or ISP provided modem/router you can use a secondary DNS server like 1.1.1.1.

He didn't mention whether or not the network was part of a domain so I assumed that we were talking about simple network environment If the customer is using a server and active directory, then he would point the copier's DNS back to the domain server. Otherwise, all DNS will be handled by the router. I should have asked. Thanks.

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

It's an office 365 mail box. If I put in the IP of the office 365 SMTP server it works every time that's why I think it has to be a DNS problem. One customer she had a pile of failed transmission reports had to try 20 times to scan one sheet but via IP it just works.

I didn't think to do a tracert to be honest. I don't think the timeout would of done anything it was instant disconnect as soon as they hit start would error out.

So you can use the router gateway IP as your DNS?

I should have asked this from the beginning: Is your customer running active directory? Do they have a server?


If so, the name of all the PC's will be resolved in active directory. If not, everything will be resolved by the router.

[tsbservice]

Re: DNS problems what causes it to fail scan to email?

He didn't mention whether or not the network was part of a domain so I assumed that we were talking about simple network environment If the customer is using a server and active directory, then he would point the copier's DNS back to the domain server. Otherwise, all DNS will be handled by the router. I should have asked. Thanks.

Billy it's a matter of perception and personal experience. Most of us (100% me) we are interested but not dealing with large scale customers/software solutions/ITS often. It's just another level with guys like rthonpm and others I know.
I'm really struggling sometimes to understand those engineers but have to live with that

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

Billy it's a matter of perception and personal experience. Most of us (100% me) we are interested but not dealing with large scale customers/software solutions/ITS often. It's just another level with guys like rthonpm and others I know.
I'm really struggling sometimes to understand those engineers but have to live with that

You're right that it is a matter of perception. Most of my clients aren't running a server and the OP didn't mention it, so I assumed they weren't running active directory. But he's right and has a valid point. I should have asked and not assumed. I'm cool with that...it keeps me on my toes.

[fishleg]

Re: DNS problems what causes it to fail scan to email?

You're right that it is a matter of perception. Most of my clients aren't running a server and the OP didn't mention it, so I assumed they weren't running active directory. But he's right and has a valid point. I should have asked and not assumed. I'm cool with that...it keeps me on my toes.

Had it in both scenarios to be honest had one with a large network all connected with many servers probably and a small company in an office with a dozen pcs.

What causes it to not work? What was really strange with the small network is NSLOOKUP on a pc worked fine but at the copier with the same DNS it wouldn't connect. The larger network I guess was probably some crazy firewall issue as it was a public sector customer.

How do you guys explain it to your customers when you get this sort of problem?

[BillyCarpenter]

Re: DNS problems what causes it to fail scan to email?

Had it in both scenarios to be honest had one with a large network all connected with many servers probably and a small company in an office with a dozen pcs.

What causes it to not work? What was really strange with the small network is NSLOOKUP on a pc worked fine but at the copier with the same DNS it wouldn't connect. The larger network I guess was probably some crazy firewall issue as it was a public sector customer.

How do you guys explain it to your customers when you get this sort of problem?

The purpose of NSLOOKUP in this case is to see if the IP address is being resolved to the hostname of the device or website. So, if I type in: NSLOOKUP gmail.com and it returns both the IP address and hostname, you should have no problem with DNS.


If it works sometimes but not others, I'd try changing the external DNS and replacing it with something else. What external DNS server are you using?