stops scanning to email (using exchange server)

[tmda2299]

We have 5 Ricoh Printers. Every now and then two of them will stop sending to email. We get the code of "SMTPC: received error code. [550] (202) ERR: "

After a hour or so it starts working again. Ricoh Techs tell me its on my end. But the other machines are all configured with the same settings. They are still working.

Now, one machine is located at another site. When one is down the other is still up so they are not down at the same time. It's just with two of the five.

Any ideas?

[D_L_P]

What model are these?
It sounds like this is a high volume scan environment. What is the max size of e-mail's set to? Can you try lowering it for these 2? Aside from updating to the latest firmware and maxing out the RAM, I hate to say it but there isn't much else to do at the copier end.

Since one is located at another location, what is the MTU of the WAN? They are fixed at 1500 at the copier but if you can set the LAN to match the WAN MTU it won't fragment and possibly lose packets.

[tmda2299]

The models that stop working is a Ricoh MPC3300 and a MPC2550. The max size email is set to 50MB. Example of what happens: last Thurs day came in to the office and tried scanning to email and got this error. we tried scanning all day with no luck. We were able to scan to a folder and print to the machine. Came in on Friday morning and scanning to email still was not working. I waited another hour and tried again and it started to work. It's been working since. What will happen now is come Thurs or Friday it will stop working again, this has happened for the past few weeks. I don't understand what could be causing it to stop scanning to email intermittently but regularly. ???

[RRodgers]

I wouldn't be a "too many users connected to the server at once" thing would it? Are all machines using the same user name and password to scan? Maybe the server doesn't like it?

[KenB]

A few questions:

When scanning to email fails, does it normally seem to be on larger files only, or does it not make a difference?

When the MFP stops scanning to email, do any users have issues at the same time, perhaps suggesting an overload on the server?

As others have mentioned, the fact that it will always scan to a folder normally works for email says that there is no issue with the MFP, or at least it's very highly unlikely.

[D_L_P]

Sounds like the copier only has a 3 day work week......buh dum bum. JK I agree with Ken, unlikely to be a MFP issue since print and scan to file working.

Is there someone with a laptop who just comes in on Thursdays?? Possible duplicate IPs or authentification info??

Can you print the scan log to see at what point the failed TX occurs? Possible last good TX or 1st failed TX 30 or 40MB??

I will double check but I think there is a setting for fragmenting larger scan to emails.

[tmda2299]

I told them they must of bought the early weekend machines. But to answer rrodger they are using the same user name and password on all 5 machines for scan to email.
kenb 1. file size doesn't seem to matter anything they try to scan to email during this time fails. 2. When scan to email is failing other machines with the same credentials can scan to email.
I have attached a copy of the system log with the 3rd page of error logs.
They use exchange for email, so my question would be if it's not the mfp then what could be running on the exchange server that would stop this machine from sending emails and suddenly start sending emails?

[RRodgers]

Maybe run a wireshark?!?!

[D_L_P]

Found this about the Code:
550 - The requested command failed because the user's mailbox was unavailable (for example because it was not found, or because the command was rejected for policy reasons).

Is there a higher than normal emailing activity going on Thursdays or Fridays? Since other MFP's with same credentials work, I'd look for bottlenecks where the other 2 are. Don't mean to oversimplify, but is there duplicate IP's polssibly from user only loging on Thurs and Fridays?

Would it be possible to give the problem MFP different credentials? I have an account using the same credentials for almost 30 copiers in the one location, but they had to use different credentials for the 3 MFP's in another building and yet another set of credentials for the 5 in another building. I didn't ask why, I just remember that they did that as a workaround for some reason.

I don't think it's gonna be your fix but the domain field is blank. I'm sure it gets the domain name from the DNS, but just something easy to try.

[tmda2299]

It's worth a shot to try different credentials. I was out at the machine on Friday April 16th but it was after it started working again. I did update all the mfp firmware, I added the dns server ip addresses and connected wireshark to capture it while it was working correctly to see if it fails I could compare the results. This week I should be able to find out if firmware or dns info was the problem. I not holding my breath on that though.
IT guy didn't think there is any more activity on Thursday/Fridays than any other day. If it goes down I'll check if IP address is duplicated. But thanks for all your suggestions.

I'll keep you updated.

[nmfaxman]

Set max e-mail size to 15MB, and divide and send at maximum size.
They may all be the same box, does't mean they are all set the same.

[Kamelboi711]

Also for few days, try using outside mail servers like Yahoo,Gawab,etc. So that way you can sure if the machines really have issues or the exchange server. Please update....

[D_L_P]

Did your MFP decide to work all 5 days this week??

[tmda2299]

No..... it stopped this morning... I wasn't able to go out there today to re-check it. The IT admin is going to change this machines ip address and use a different set of credentials to scan to email. But it happened again. The Ricoh MP c3300 stopped scanning to email, he tried scan to email on the MP c2550 in the next office with the same email credentials and it worked fine. I will probably go out there on Monday and check the error log again.