Sharp MX-2300n Scan to email errors

[BillClark22]

I have a client who has a Sharp MX-2300n MFC that will not scan-to-email. It will scan-to-network folder though. Their business is connected to the internet with AT&T/Yahoo DSL and I have tried everything I can think of but I keep getting the following two errors:
"Select servers are not found" & "Communication with selected server is lost while sending image"
I have tried a multitude of settings in the Network properties but nothing seems to work. I can ping other computers from the Sharp and people can print to it just fine. I have tested the email server settings on a PC next to the copier, and they work fine but it just won't scan-to-email from the copier. Any suggestions?

Bill

[unisys12]

I'm not familiar with your product, but I can suggest a few things...

Are you using the IP address of the mail server or the name of the mail server?
- If you are using the IP address, there should be no problem.
- If you are using the name of the server (mail.att.com, for example), do you have the correct DNS IP addresses entered. If you don't have any DNS info entered, then this may be your problem. Run IPCONFIG /all from the cmd prompt to get this info.

Are you using a primary AT&T account e-mail address for the MFP's key operator address? This is the address that is used as the default sender of the mail when performing Scan to Email functions. For example, lets say the name of your business is M&L Contractors. When the customer set's up the DSL account with AT&T, they gave them a primary e-mail address such as mlcontractors@att.com. This is just like AT&T does for your normal home accounts. Most MFP's require this address for the Key Operator or Administer email address for the machine.
- If you do not have this address, then you will need to get it from the customer. Once you get this address in the machine, the users can have any email address they want to use.

I set-up Ricoh/Savins, so there might be some slight differences in terminology here, but I think concepts will be the same. Maybe they will give you something to work with anyway.

[BillClark22]

I was trying to use the name of the mail server, but after reading a few things on here I will try the IP address of the mail server instead. I've tried the "primary" email account and that didn't work before, and I also have tried a GMail account. I've tried multiple DNS entries but nothing seems to work any better than the other. I tried the same DNS number (DSL Router gateway) that is set on the PC's, then I also tried Yahoo's DNS servers directly. What I will try is this:
- Use IP address of mail server
- Go back to "primary" email address
- Add "primary" email address to the Admin account on the MFP
- Try original DNS with an open DNS as a backup

I'll see what these changes do. Thanks for the reply

[BillClark22]

Latest Update: I tried using IP numbers for DNS & SMTP servers but all I got was the consistent "Selected servers cannot be found" error, even though I can successfully ping every DNS or SMTP server I tried to use. The different email accounts I've tried to use are verified to be working from the site so I'm at a loss as to what the issue is. Thanks.

Bill

[unisys12]

What about authentication? Have you tried entering the username and password for the primary account?

Other than that... yep, I'm outta ideas too! I had one similar to this the a few weeks ago, except it was a Comcast business account. The customer had a normal Comcast business e-mail (.com) and it was hosted on secure Comcast servers. No matter what I did, I could not communicate with the servers. I put in the Comcast.com email address, user name and password and got nothing. When doing a packet capture, I could see that MFP and the servers were talking and after exchanging the user name and password, I did not get the normal "authentication failed" message. The server would actually send a reset packet to the MFP, which closed the line of communication.

I finally just showed the IT person on staff how to input all the necessary info and left it with him. I told him to call comcast and see if he can figure it out. Like you... scan to folder was fine, so it's wasn't like they were loosing a lot.

[WiseWun]

It will scan-to-network folder though.
Bill

Hi BillClark22, I was wondering you got scan to folder working? I have tried everything and can't get it to work. I even tried scan to desktop using the sharpdesk utility, it's able to recognize the copier when I put in the IP address, but when I scan a document, it says "selected servers are not found".

Can someone help me out here please, really appreciate it.

[CopierTechofOmens]

The IP address of the copier has to be allowed to access the server. They may have IP filtering only allowing certain IP's to connect. I've had several similar issues with Microsoft Exchange Servers. Ask the Net. Admin. to set it up

[WiseWun]

I am the net admin! Network connectivity is not a problem because the server is able to communicate with the copier and my clients are able to print, fax, and scan to e-mail.

I read the manual and everything else, don't know what to do. Any pointers or advice would be great. P.S., the network scanner tool is able to detect the scanner and the profile is updated to the address book on the copier, but when the scan button is pressed, thats where the problem occurs.

This happens both on scan to desktop (network scan tool required) and scanned to folder (shared required)

[CopierTechofOmens]

CE-02 trouble when performing a Scan to E-Mail, even though the IP address of the mail server is correct.

Check the SMTP Port setting of the mail server.

Port 25 is the default SMTP Port setting on the MFP however, the Mail Server may be using a different port (eg. Yahoo Mail uses SMTP Port 465)

[tmaged]

WTF is going on ????

What model are you working on ? I've had zero problems setting up any of the Sharps for any scanning with the exception of the new model MX-2600 & MX-3100N. I've got all the SMTP settings in, & on one of the machines, the connection test even succeeds. But when I go to scan, the selected servers not found error comes up. The other one, I can't get the connection test to even work. I've set up probably 100 machines with scan to email. I even called the hotline to see if there are any known issues.
P.S. The new machines support SSL SMTP connections.

Your issue sounds like it might be firewall related???

[CopierTechofOmens]

Hi BillClark22, I was wondering you got scan to folder working? I have tried everything and can't get it to work. I even tried scan to desktop using the sharpdesk utility, it's able to recognize the copier when I put in the IP address, but when I scan a document, it says "selected servers are not found".

Can someone help me out here please, really appreciate it.

Ok your turn.

You using version Network scanner tool vers. 3.2?

[WiseWun]

Yes, I am using version 3.2, it's build-in with the Sharpdesk software.

[CopierTechofOmens]

Then your problem sounds like firewall/virus software related. I would turn off the firewall to eliminate that first. Sometimes I have to configure the firewall to allow incoming echo requests, time stamps, etc.

Firewalls let stuff out easier then in.

[tmaged]

Bueller.............Bueller....................... Bueller ?

[alancollin]

Re: Sharp MX-2300n Scan to email errors

We had the same problem which was resolved by enabling netbios over tcp/ip. Image attached for reference. It's found under the properties page for your network card.