Automated Meter Readings from bizhubs get stuck in Exchange 2003

[jneezy2008]

We have configured several Konica Minolta bizhubs to email us the meter readings on the first of every month. FYI, scan to email works fine on all of these machines.

Most of the automated meter readings are delivered successfully to the appropriate inbox every month but there are a handful of automated emails that get stuck in our Exchange Server. The emails that get stuck are all from bizhubs.

When looking at the Message History, in the Message Tracking Center, the last entry is "SMTP: Message Submitted to Categorizer"(refer to attachment "Meter Reading.pdf"). The SID for the automated emails coming from the bizhubs is between 6 and 8(pretty high). I am using TrendMicro ScanMail and IMF for spam. I checked both ScanMail and IMF but there are no blocked emails.

I believe this to be a problem with the bizhubs because we installed three bizhubs and one Copystar at a customers location. The automated emails from all three of the bizhubs get stuck in the Exchange Categorizer and only the automated email from the CopyStar was delivered.

Any ideas are greatly appreciated!

[Mr Spock]

I had an issue at one account where the spam filter software was the issue. They can turn it off then back on then the emails go through. They changed software and no more issues..

This may not be the issue but it is a thought to look at.

[davistech]

Definitely not a machine issue.
Definitely an Exchange or Security issue.

It may be the way that they are sent, or an attachment, or file size, but they are being blocked.

Check all security software, not just Trend Micro, but see if Exchange has filtering turned on, or if there is some sort of Spam filtering on with Exchange.

[TheOwl]

Just as a starting question, when you say scan to email is working fine, it working fine for your internal domain and to external domains as well?

[jneezy2008]

I've disabled IMF so now all the spam blocking is being done by Trend Micro. There's no Sender Filtering enabled.

Owl, to answer you question, yes. Scan to email works fine on all of these bizhubs.

All of these bizhubs are at customer locations which makes it a little more difficult since I can only test this once a month.

I don't believe there's anything "wrong" with the bizhubs just something within Exchange needs tweeked.

The automated emails from the bizhubs were going to a Public Folder in Exchange, not to an actual mailbox. I've now created a mailbox just for these meter readings and got rid of the Public Folder to see if that may have something to do with it. From my understanding, Public Folders are more for internal "posts", not external emails.

Since the first of May is approaching, I'll be able to do more testing. I will post my findings after the first of the month.

[jneezy2008]

Creating an Exchange Mailbox didn't change anything. The emails that were getting "stuck" in the Categorizer are still getting "stuck".

At this point I don't know what else to do, I'm not able to isolate the problem. I don't know if the problem is Exchange or the bizhubs. I do know that only bizhubs have gotten "stuck" in the Categorizer.

Any ideas as to what logs I can look at or anything?

[KonicaNet]

Has your Trend Micro expired? Do you also have yet another email scanning running too? Do the 3 bizhub's have unique email accounts in Administrator and Machine settings?

If you try email the same PDF file from your workstation to the correct destination, will it work? (same subject and body too)

For the Admin and Machine user names (where you enter the email addresses) try adding a white space before and after the user name like "John Doe" would become " John Doe ". Also, is it a real name or did they put numbers into the username field like "bizhub 200"?

[jneezy2008]

KonicaNet,
yes, all of the bizhubs have different email addresses or real names. Most do not have any numbers in the Admin email address(i.e. C451@domain.com). Most are scanner@domain.com or bizhub@domain.com, etc.
I have access to one of the problem bizhubs so I'll try adding the white space before and after the Admin and Device email address.
The strange thing is, when I click "Send Now" to test, in the web interface of the bizhub, the counter list will come through just fine. But when that same list is sent automatically, the email gets "stuck".

TrendMicro is not expired. As of today, there are 266 days remaining on our license. I did have IMF enabled in Exchange but turned that off months ago.

The meter reading list does not come into the destination mailbox as an attachment, it's just plain text with a subject of "Counter List".
Here's what the email looks like:
[Model Name],Showroom C552
[Serial Number], XXXXXXXXXXXXX
[Send Date],05/26/09
[Total Counter],00000417
[Total Color Counter],00000209
[Total Black Counter],00000208
[Total Scan/Fax Counter],00000376

Scanning documents to email, as PDF, works just fine on all bizhubs.

[KonicaNet]

Seems like the authentication might be the problem. Are you logging into the copier to use it? I would check to make sure the copier's Admin and Machine email addresses are identical (need to be at the machine to do this).

Does the header on the email that gets stuck match the header on the email that goes threw? I mean, do you see anything that is different?

Are the automated emails sent off hours? If so, try to send them during regular work hours just for the fun of it, also on workdays. We shut down our outgoing Internet if it is not M-F and during work hours.

[KonicaNet]

Ok try this. With the web interface, login as Admin and if this machine has a "Machine Settings" make sure the name is the same first & last name to match the same thing in Exchange for that email address. try a real name.

I will play with this some more.